Transfers of emergency calls are not uncommon and can happen for a variety of reasons. However, they generally are avoided because they can result in delayed response and a loss of critical information gathered by telecommunicators that can enhance situational awareness and lead to better-informed response decisions. They also create additional stress on callers, which can hinder telecommunicators in gathering critical information they need to dispatch the appropriate response as quickly as possible.
MCP subject-matter experts (SMEs) are assessing numerous technological and operational factors that could affect SLVECC’s ability to comply with the statute. For example, does the center have the right number of people with the right skills to handle its call-volume? Could it benefit from implementing an artificial-intelligence solution that automatically translates calls in real time? Would a migration from its legacy systems to Next Generation 911 make sense?
“We’re confident that we are meeting the 2 percent call-transfer mandate right now, but we want to make sure and MCP will help us do that,” said Ivan Whittaker, SLVECC’s executive director. “But more than that, we want to future-proof our ability in this regard. The Salt Lake region continues to grow tremendously, which is going to increase our call volumes over time. We want to ensure that we’re ready for that.”
The assessment will be conducted by leveraging MCP’s proprietary Model for Advancing Public Safety® (MAPS®) methodology, which leverages the collective expertise of the firm’s 225-plus SMEs, industry standards and best practices, and accreditation programs.
Darrin Reilly, MCP’s president and CEO, praised SLVECC not only for ensuring its ability to meet the statute’s requirements, but also for employing a forward-looking perspective in doing so. “Reducing call transfers is imperative to avoiding delays caused by repeating information and risking disconnection of the caller,” Reilly said. “Every second matters and a delay in response of any length can mean the difference between life and death. We’re grateful for the opportunity to support SLVECC in this important endeavor.”
About Mission Critical Partners (MCP)
Mission Critical Partners (MCP) is a leading provider of data integration, consulting, network, and cybersecurity solutions specializing in transforming mission-critical communications networks into integrated ecosystems that improve outcomes in the public-safety, justice, healthcare, transportation, and utility markets. Our comprehensive experience and vendor-agnostic approach help us develop modernized solutions for our clients to maximize value and create optimal efficiency while mitigating risk. Additional information and career opportunities are available at www.MissionCriticalPartners.com.
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SOURCE Mission Critical Partners