Lessons Learned from the First ECCs to Automate Non-Emergency Calls - Webinar #78131

Whether it's noise complaints, public records requests, or general questions, non-emergency calls often make up the majority of an ECC’s daily call volume. They’re important to the community, but they aren’t emergencies. And when staffing is already stretched thin, answering these calls pulls focus from the incidents that matter most.

MACC 911 and Saginaw County were among the first PSAPs in the country to automate non-emergency call handling using AI. After a full year in production, their teams have valuable insights to share: what worked, what didn’t, and what others should know before getting started.

In this session, you’ll hear how these agencies implemented automation, what they’ve learned from real-world use, and how it’s helped reduce burnout and improve service for their communities. You’ll learn:

• Which call types can be safely automated
• What to expect during setup and rollout
• How agencies are freeing up dispatchers to focus on emergencies

This webinar is designed for agencies just starting to explore automation, as well as those ready to take the next step. Whether your goal is to reduce burnout, improve response, or simply get a better handle on your non-emergency workload, this session will offer firsthand experience and practical takeaways.

Sponsored by

Speakers:

• Max Keenan, Founder, Aurelian
• Chris Izworski, Director, Saginaw County 911
• DT Donaldson, Director, MACC 911