As Next-Generation 9-1-1 (NG9-1-1) evolves from a conceptual vision into a defined, architected set of standards, its impact on EMS, 9-1-1 centers, and other public safety answering points (PSAPs) is expected to be significant.

In addition to triggering major changes to the technological infrastructure currently used for emergency communications, NG9-1-1 will necessitate new processes, procedures—even skill sets—within communications centers. The extent of these changes will almost certainly make training call takers and dispatchers vital to NG9-1-1 success. However, this poses a potential problem, since funds for training are in short supply, and training programs tend to be among the first items trimmed from the budget when agencies must redirect their resources.

This paper examines these challenges and proposes an innovative way for agencies to address them using Impact 360® for Public Safety Powered by AudiologTM. With mission-critical recording, investigation and analytics, quality assurance, eLearning and coaching, and citizen survey functionality, Impact 360 for Public Safety can help emergency communications centers take advantage of their current infrastructure as well as harness the technology and processes that will be deployed in their NG9-1-1 initiatives. Through flexible, extensible functionality that can operate in mission-critical environments, Impact 360 for Public Safety can help PSAPs train and optimize their workforce to meet the demands of NG9-1-1 and other emergency communications initiatives.

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