2027 Agenda

Public Safety Telecommunicators (PSTs) are the first of the first responders, the critical human connection between the public experiencing an emergency and the responders sent to help. Yet the responsibilities, technologies, skills, and expectations placed upon PSTs are changing faster than the profession itself.

This panel, featuring two 911 directors and an independent public safety communications consultant, will examine the transformation of the PST from operational, technical, and management perspectives. NG911, Mission Critical Communications (MCX), LTE/5G, cloud-based systems, artificial intelligence (AI), streaming video, text, location data, CAD integrations, and Voice-Video-Data Convergence (VVDC) are dramatically increasing the volume and complexity of information entering the ECC. AI may help process and prioritize this information, but new technologies can also increase cognitive workload, dependencies, and responsibilities.

Modernizing the ECC therefore requires more than technology. Agencies must also address recruitment, staffing, professional classification, compensation, retention, training, certification, continuing education/CEUs, career development, and evolving national and state requirements. As PST responsibilities and technical competencies increase, compensation and professional recognition must be part of the discussion.
The panel will also address information overload, psychological stress, fatigue, wellness, and human factors as telecommunicators manage increasingly complex multimedia incidents. Through real-world experiences, participants will explore how technology and workforce strategies must evolve together to ensure the next-generation ECC invests not only in new systems, but also in the professionals responsible for making them work.