I’m going to say something, and I apologize in advance to whoever is reading this that doesn’t share my sentiments: I’m a second-generation, bleeds-blue-and-silver Dallas Cowboys fan (HOW ‘BOUT DEM BOYS!). Now, I won’t pretend to be the most die-hard football fanatic out there, but I do love kicking back and catching a good NFL game on a Sunday or Thursday like the next person.
One of the classic debates among football lovers is: What would the perfect NFL player look like? If I could build my ideal player, pulling from some of the greatest to ever wear the star, I’d create an absolute beast.
If I had the mad scientist skills of Dr. Victor Frankenstein, my player would have the arm of Roger Staubach, the brute strength of Larry Allen, the relentless drive of Emmitt Smith, the speed of Bob Hayes, the legs of Deion Sanders, the leadership of Troy Aikman, and the football IQ of Jason Witten.
That is my ultimate player. Stronger, faster, smarter, and unstoppable.
A fun thought experiment for sure. But let me ask you something, not as far-fetched as my dream player.
If you could build a better, faster, stronger, and more capable 9-1-1 system, what would it look like? How would it operate? Who would lead it? What would it do?
In this blog, we are going to delve into some big ideas for a more effective 9-1-1 system. If we had a billion dollars to manifest a billion big ideas, what would the PSAP of the future look like? While we might not be able to completely Frankenstein the perfect center today, we can push for improvements, advocate for smarter operations, and demand advancements that empower our teams and elevate the service we provide to our communities, all towards the goal of engineering the ultimate PSAP.
As a certified PSAP Professional and Quality Assurance Evaluator, here are a few ideas that I have for the PSAP of the future…Alright, let’s dive in!
How to Engineer the PSAP of the Future
1. Real-Time Mental Health Support for Telecommunicators
I envision a future where AI-driven wellness solutions are seamlessly integrated into the ECC, providing real-time support to dispatchers by detecting subtle physiological and behavioral changes.
Imagine an advanced system that listens not just to the words a dispatcher is saying but to the tone, cadence, and stress indicators in their voice. It would recognize shifts in breathing patterns, voice tremors, or prolonged tension, flagging moments where the dispatcher might be experiencing acute stress after handling a particularly difficult call.
Rather than waiting for someone to reach a breaking point, this system would proactively intervene with gentle, motivational prompts designed to encourage self-care without disrupting workflow.
(Think simple, discreet prompts, not “I’m calling you out for the whole center to see.”)
Much like how some desks can prod users to stand up or Apple Watches remind people to drink water, this AI would serve as a kind of built-in wellness advocate within the center.
At just the right moment, a soft notification might appear on the screen or come through their headset, saying:
• “That was a tough one. I think you need to take the headset off for a few…”
• “When’s the last time you took a deep breath? Let’s do that now. Inhale… good, now exhale.”
• “A lap around the building might be just what you need right now.”
For ECCs that struggle with staffing shortages and rigid break schedules, this technology wouldn’t just be a nice-to-have. It could be a game-changer.
Telecommunicators often push through high-stress situations without pause, and cumulative stress is a major factor in burnout.
With an AI-powered system attuned to individual well-being, they would receive timely, personalized prompts that empower them to prioritize their mental and physical health, even in the middle of a shift.
If technology can track steps, monitor heart rates, and remind people to move, then why can’t we use it to protect the most important asset in 9-1-1? The people beneath the headset.
The ECC of the future won’t just focus on speed and efficiency. It will be built to sustain and support the humans who make it all work.
2. Pay & Retention Incentives That Reflect the Job’s Reality
It’s 2025, and somehow we are still having this conversation.
The frustrating part is that we are still having to fight for something that should have been obvious by now. 9-1-1 is the lifeline of public safety, and as the literal voice behind that lifeline, we should already be recognized and compensated accordingly.
9-1-1 professionals go through months of specialized training, certifications, and years of ongoing education to do this job. We might not wear a badge or swear an oath to the public we serve, but our training is just as rigorous and our commitment to public safety is just as strong.
Our centers are accredited, our work is critical, and yet our paychecks do not reflect that.
So why are we still being treated like an afterthought when it comes to salaries and benefits?
Why does our pay send the message that we are somehow worth less than our partners in the field?
And why are our retention efforts limited to pizza parties and a few appreciation gifts during the annual National Public Safety Telecommunicators Week?
“In the PSAP of the future, I see pay that actually matches the work we do. I see benefits that keep up with those of other first responders. I see pay studies and anonymous employee surveys that are not just conducted but actually used to make real changes.”
Budgets would be adjusted to address the glaring pay gaps before spending money on another room renovation, new chair, CAD system, headset, etc.
I see bonuses and raises that do not require us to constantly fight for recognition. Because if dispatchers are the FIRST first responders, it is time we started getting treated and paid like it.
I envision benefits and perks of this profession that bring more awareness to the struggle for a healthy work-life balance, like paid mental health days and incentives to stay active or have gym memberships.
I imagine pensions and stronger retirement plans for the 9-1-1 professionals who dedicate decades to this job, ensuring they have the stability and security they deserve when it is time to hang up the headset.
3. Remote Staffing (Anywhere) At the Switch of a Button
Not too long ago, the idea of remote call-taking felt like something out of the future. The thought of filling a seat from home, wearing our favorite slippers and pajama shorts, coffee mug in hand, seemed more like a dream than a reality.
The flexibility to answer emergency or administrative lines from miles away, untethered from a fixed console in the communications center, was a concept that felt just out of reach.
But now, it’s here. Remote call-taking is no longer a fantasy. It’s happening. So, what comes next? What does the future hold?
For me, the next step is remote staffing without limits. Imagine teams of 9-1-1 professionals who could be on-call and ready to plug in at a moment’s notice, seamlessly stepping in to take calls or dispatch as needed.
Picture a nationwide workforce of trained telecommunicators with the technology in place to log in from home and staff radio channels, administrative or emergency lines on demand.
And what if training could go remote too?
New hires could familiarize themselves with different CAD systems and take simulated calls through AI-powered terminals right from their homes, fully prepared before they ever work their first shift.
With a remote national workforce, the possibilities are endless. During natural disasters, large-scale emergencies, severe weather, or major events that overwhelm a center with calls, help could come from anywhere.
Telecommunicators could receive a “page” and be enabled to log in instantly, providing backup support to agencies in need.
“The future of remote 9-1-1 isn’t just about flexibility. It’s about resilience, adaptability, and ensuring no call goes unanswered. “
4. More AI-Powered Automation in Call-taking
In the long list of tasks that make up our day-to-day in the communications center, we are always juggling multiple things at once.
More accurately, we are constantly switching between tasks, shifting from one responsibility to another.
One of the biggest parts of the job is call handling, where we gather essential information, filter out what is not needed, problem-solve in real time, and figure out the best way to question callers while determining the right emergency response.
Whether we are using scripted protocols or not, we are absorbing and processing an overwhelming amount of information while also reassuring callers, performing crisis intervention, and working to de-escalate dangerous situations.
“In my PSAP of the future, I see a call-taking environment that allows 9-1-1 telecommunicators to focus more on decision-making instead of nonstop typing. A system that emphasizes human connection, critical thinking, and problem-solving, while automating technical processes and data retrieval that do not require human judgment. “
On the dispatching side, I imagine more automation built into CAD systems, recognizing routine radio traffic like traffic stops and automatically populating the information into the CAD command line, reducing the need for constant manual entry.
These small but impactful changes would allow telecommunicators to focus more on officer and responder safety, situational awareness, and strategic decision-making rather than being buried in mountains of keystrokes.
“I’ve said it before, and I’ll say it a hundred times more: the future of 9-1-1 is bright. “
And that’s because of the incredible, passionate, and dedicated people who show up every day and do this job with everything they’ve got.
We should all be committed to building the most effective, compassionate, and resilient PSAP possible for the generations of 9-1-1 professionals who will come after us.
Just think about how much has changed in just a few years. Great, fantastical ideas that once felt like a far-off dream are now part of our everyday reality.
A stronger, smarter, and more adaptable communications center is absolutely within our reach, in fact, it has always been, and that’s something we should all be championing for.
