Four ways to better prepare for NG911

In April, Halcyon Frank, Director of Training and Development at the Denise Amber Lee Foundation, hosted a webinar focused on helping 911 dispatch centers prepare for NG911 and other new technology (view the replay here). These additions can feel like a tidal wave crashing over all the responsibilities that heroic 911 dispatchers are already balancing; but they don't have to.

With the NENA 2022 national conference coming next week, we thought it was a good time to revisit the webinar and it's lessons. Here are four takeaways from Halcyon’s expert presentation on how you can better prepare for, and adapt to, new technology in the 911 center:

1. Be proactive

Time and resources are finite for 911 professionals. While adapting on-the-fly is an essential part of the job, it’s important to recognize when you might be able to take steps to better prepare. Halcyon emphasizes that being proactive can be a big help down the line. For example:

• Establish SOPs as early as possible to standardize how the new tech functions in the center
• Ask questions like, “Will this require focused training time?” and “Are there resources out there for implementing this?” to help yourself get in the right frame of mind to face new challenges

2. Leverage change management techniques

New technology can be daunting, scary, annoying, or all of the above. That’s why it is vital, as a dispatcher, dispatch supervisor, or leader of your center, to understand how you and your teammates might be feeling and adjust. Embrace the change.

To leverage change management techniques, focus on:

• Education and training to increase knowledge and understanding and build skills
• Persuasion and incentivizers to prompt positive feelings and stimulate action
• Modeling and enablement to show an example of how to adapt and then increase means of adapting

3. Post-implementation is important

So you’ve established SOPs, you’ve trained your team, and you’ve leveraged on change management techniques; now what? Well, you’ve entered the post-implementation phase. It’s time to tighten the screws and sharpen around the edges. You can take steps such as:

• Listen and observe your teammates
• Review SOPs to see if they’re setting you up for success
• Discuss implementation and usage as a team
• Write down questions/concerns and think about if there are other support programs needed to help ensure further transition

4. Expect, and demand, help from the vendor

Last, but certainly not least, Halcyon encourages you to work with your vendor. After all, they built the product and have an intimate knowledge of how it works. Make it clear that you hold them accountable, ask for training resources, and document how they have and haven’t helped you to make sure you can push them to do more.

Our mission at Prepared is to ensure that you’re able to effectively and efficiently integrate our software into your center’s processes. We understand that we may be bringing an entirely new element to the 911 call and we want to work with you to give you all the support that your center needs. From our Implementations team, to Training, to Customer Success, to Marketing, we work with you every step of the way.

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About Prepared

Prepared is on a mission to build software that helps dispatchers and first responders save lives. We believe that every community should be equipped with modern solutions for modern emergencies.

Prepared Live, our core offering, allows 911 PSAPs to access live video, photo, GPS location, and text messaging on any mobile 911 call they receive. This information can be shared with first responders in real-time, ensuring that they arrive on-scene better informed and better equipped for the emergency they face.

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