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Bridging the Language Barrier Gap in 911 Call Processing

Colleen Mulvihill  (Director of Operations and Customer Care, Convey 911)

Jeff Bruns  (CEO, Convey 911)

Ken Murphy  (Director - Emergency Communications Division, Austin Police Department, Austin Texas)

Location: Emerging Tech Theater

Pass Type: All Access, Expo Only

Format: Expo Theater

Vault Recording: TBD

Across the US, public safety answering points are struggling on a daily basis to communicate with limited proficiency and non-English speaking callers who are seeking immediate assistance during an emergency situation. The only solution that has existed for the past three decades is to create a three-way call session where a 911 operator 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 accurate deployment of life-saving resources during an emergency.
In this session you will learn:
1. How cloud-based technology is bridging this gap with automated language detection and translation in both text and voice calls, highlighting real use cases in emergency, non-emergency, and pubic health (911,311, and 988)
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 for use within the PSAP, and also in for field translation