By Dru Clarke
Technology has always played a role in emergency services, but today it’s changing how 911 calls reach us in ways we couldn’t have imagined a decade or two ago. While alerts from cars and home security alarms have been commonplace for years, we’re now seeing an uptick in calls from smart devices — including wearables, medical alert bracelets and even voice assistants.
As more smart devices come online in the next few years, the volume of device-initiated 911 calls will only grow. For us, the challenge is making sure we can take advantage of the lifesaving potential of these automated calls while also ensuring our people, our training and our systems are prepared for the demands of this new era in emergency response.
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As assistant director of the 911 Dispatch Operations Bureau in Fairfax County, Virginia, I see these changes up close every day — and I know how important it is to get ready now; not later.
Researchers predict that by next year, one-third of emergency calls will be triggered by smart devices or digital assistants. Such device-initiated alerts can help shorten response times and save lives by providing critical details, like location and type of incident, faster than a voice conversation. They’re also essential for getting help started when someone is unable to directly dial in or text.
However, these calls often come with incomplete information. We don’t always know if the alert points to a person in danger or property at risk, and location accuracy varies by device. For call takers, that means piecing together fragments to build a full picture for responders — and doing it fast. That’s where better training and smarter tools come in to handle the influx of data-rich calls and keep up with the realities on the ground.
New ways to leverage AI in emergency dispatch
The right technology partner can make a difference. In Fairfax County, we leverage Hexagon’s public safety platform to filter and prioritize incoming alerts to prevent call overload; consolidate critical data, like video and sensor feeds, into a single, intuitive interface; and streamline dispatcher workflows. That means our call takers aren’t juggling more screens, but instead are empowered with clearer, faster information to guide life-and-death decisions when seconds count.
We’re also testing new ways to leverage AI. Right now, we’re piloting two programs:
- One that uses AI to help offload non-emergency calls so our dispatchers can stay focused on true emergencies
- And another that uses AI in a training simulator to give new call takers realistic practice with scenarios they may not face every day.
Both are helping us prepare for the future of 911.
The industry is already exploring how smart home technology — from smoke detectors to refrigerators — might one day alert emergency responders to potential dangers, such as fires or welfare concerns. Even responder-worn devices could soon play a role, automatically notifying dispatch if a firefighter’s oxygen supply runs low or a responder’s vital signs signal distress. And while the possibilities for false alarms will always exist, from my perspective, even if just a single life is saved, it’s worth it.
Adopting to the growing data stream
The bottom line is that what we’re seeing today is only the beginning. As the number and types of connected devices increase, the volume of data entering our centers will also grow. The question isn’t whether these calls will become a bigger part of our workload — it’s how quickly we can adapt our operations, policies and technology to keep pace.
This is also where I see AI-powered technology playing an increasingly important role in the years ahead. Beyond training and diverting non-emergency calls, AI can act as a force multiplier for dispatchers. It can sift through surging volumes of alerts, quickly distinguish between routine issues and true emergencies, and even group together dozens of calls on the same incident. It can also generate real-time summaries that give responders a fast, accurate picture of what’s happening on the ground.
Keeping the human element in dispatch
However, it’s critical that these systems remain assistive, not fully autonomous. They can and should provide recommendations, summaries and insights, but the responsibility for life-and-death decisions must always stay with trained professionals. In our line of work, there’s no substitute for the instincts of a seasoned dispatcher or the compassion we share when talking to a caller in distress. Technology can guide and support us, but human beings must always be the ones making the final call.
The point of all this change isn’t just about technology — it’s about making sure the community can reach us in whatever way they need to. Whether someone picks up a phone, sends a text, or has a device that calls for them, our job is to be there and to respond. The possibilities are limitless, but the real challenge is distinguishing what technology can do from what it should do. By keeping a person-first focus, we can ensure innovation strengthens emergency response while staying true to our mission: protecting the community.
ABOUT THE AUTHOR
Dru Clarke is the assistant director of the 911 Dispatch Operations Bureau in Fairfax County, Virginia.
Bill Campbell, senior vice president of global public safety at Hexagon’s Safety, Infrastructure & Geospatial division also contributed to this article.
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