Monday 1:30PM Bridging the Language Barrier Gap in 9-1-1 Call Processing

Program Objectives 

1) Discover how increased requests for language interpretation are slowing down call processing (with statistics) 
2) Identify how AI and Machine Learning are driving technological advancements in language detection and translation. 
3) Learn how ECCs can leverage this technology to assist in quicker call processing, as well as create seamless communication with non-English speaking or non-verbal callers without on-premise hardware or huge implementation projects    

Program Description

Across the US, public safety answering points are struggling daily to communicate with limited proficiency and non-English speaking callers who are seeking immediate assistance during an emergency. The only solution that has existed for the past three decades is to create a three-way call session where a 911 telecommunicator conferences in a translation service known as "the language line," where an attempt is made to first determine the caller's native language. Second, an attempt to reach a translator who can then be conferenced in is also made. This process can take anywhere from several minutes to over an hour, creating extensive call-processing delays, but more importantly, delaying deployment of life-saving resources during a critical emergency. In this session you will learn about: Specific use cases where human-based translation services have failed, leaving 911 telecommunicators with no backup plan and no way to gain the necessary details to appropriately categorize a call for service. This often leads to improper allocation of resources, which in turn puts additional strain on both dispatch and field units. We’ll introduce the audience to the following: 1. How technology is bridging this gap with automated language detection and translation in both text and voice calls 2. Identifying workflow strategies that can be used by PSAP personnel to reduce dispatcher fatigue 3. How PSAPs can leverage this technology even before they are fully NG911 compliant 4. Our vision for how field units (Law Enforcement, Fire, and EMS) can use this technology to communicate with LEP or non-English speakers 5. The difference between language translation and interpretation – what you need to know in the PSAP   

Presenter Bio

Chris is a 25-year public servant. He started his fire service career as a volunteer Firefighter/EMT while in high school. He went on to become a paramedic and worked for 20 years in the career fire service. While doing so, he served in many different capacities, including Community outreach & CPR coordinator, Union President, and Tactical Paramedic. Chris is still an active volunteer firefighter. Chris has also been successful in the real estate market where he has closed over $15 million in deals since 2021. Chris has a bachelor's Degree in Management and a Masters Degree in Organizational Leadership both from Johns Hopkins University.