We have taken time to fully integrate these new responses into our 9-1-1 system and to provide training to call-takers and dispatchers. The benefit of integrating our new responses into the 9-1-1 system is that it does not place added burden on call-takers to learn a new system.
The Durham 9-1-1 call center relies on a highly programmed and automated system. Based on how you answer the the call-taker’s pre-defined script of questions when you call 9-1-1, that system generates one of over 1,000 call types. The system then recommends the appropriate type of first responder to the call-taker, so that the call-taker doesn’t have to make a decision about who to send. We have taken the time to program in our new responses into this system, which will help us avoid adding strain on the 9-1-1 system or slowing down a system designed to quickly send the right response.