Many localities across the country are modernizing their 911 infrastructure, and Durango is among them.
Durango Emergency Communications Director Kati Fox said at Tuesday’s City Council meeting that the center is in the process of adopting Next Generation 911 ‒ NG911 for short ‒ technology.
According to the National 911 Program, NG911 is a digital internet Protocol-based system that will replace analog infrastructure countrywide.
Fox said NG911 offers functions that enhance 911 services by providing the following:
- Multimedia information sharing in both directions.
- Real-time location determination.
- Smarter routing.
- Stronger security.
- Interoperability
One of the most “salient” examples of NG911 capabilities is the option for callers to share live video with dispatchers, Fox said.
“Long gone are rotary phones, paper-based processes and basic radio systems,” she said. “We now live in a world of smart technology, shared radio networks and automated public safety systems ‒ all of which support quick, coordinated response.”
She said public expectations of service have risen as technology has changed. People expect faster and more accurate emergency services.
The 911 center in Durango is in the process of updating its 911 phone system for NG911 capabilities. Fox said it’s working closely with Durango Fire Protection District in adopting a Phoenix Station Alerting System ‒ an automated dispatch system ‒ to reduce response times, and is integrating artificial intelligence tools for training processes and interoperability between departments.
She said dispatch times, incident reviews and resident feedback will guide the 911 center’s integration of technology.
Functions like live video sharing with 911 dispatchers will not be integrated without checks and balances, she said.
“This functionality will be enabled only when policies, training and governance ‒ including legal review, access control, retention parameters and clear-use boundaries ‒ are in place,” she said.
If technology is used and doesn’t end up improving service, supporting 911 staff or otherwise work within the 911 center’s standards, the center won’t continue to use it, she said.
Some city councilors said they are worried about emergency dispatchers being replaced with AI dispatchers. Fox said that doesn’t appear to be happening anytime soon.
“911 calls can be really chaotic. Information comes in with a lot of background noise sometimes. The industry isn’t there yet for emergency services calls,” she said.
AI phone operators are a real possibility for nonemergency calls ‒ complaints about barking dogs or a parked car blocking someone’s driveway ‒ but not 911 calls, she said.
“I’m glad we’re not there yet,” Councilor Shirley Gonzales said. “I’m afraid that we may be sooner than we (think).”
Fox said 911 dispatch is a “complex, high priority, high urgency job” and she has not seen the 911 industry adopt any AI use for dispatcher-to-responders during emergency calls.
“Our aim is to be a conscientious adopter. My team identified where we want to head as an agency, which is innovation, collaboration with our client agencies, understanding their needs, and providing these services to the community and our first responders at a deeper, more broad level than we have in the past,” she said.
Mayor Gilda Yazzie said if she calls 911, she wants to speak with a real person.
Fox said that’s why 911 dispatchers aren’t being replaced by AI.
“People are calling us when they’re in distress, when they’re in crisis, in life or death situations. I believe that’s a big part of why automated 911 call-taking is really not in the industry in the way that it is for an administrative line, because that human touch is important in emergencies,” she said.
cburney@durangoherald.com
