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Moving to a Virtual Dispatch Environment – Lessons from a Panel of Pioneers


Cheryl Giggetts  (Principal Consultant, CTA Consultants LLC)


Timothy Kane  (Operations Manager, Arlington 911)

Douglas Campbell  (Deputy Director, City of Alexandria, VA)

Location: W240C

Date: Wednesday, March 27

Time: 3:10 pm - 4:10 pm

Track: Incident Management, First Responder Communications

Topic: AR & VR, Broadband, Cloud Connectivity, Critical Infrastructure, Cybersecurity, IT & OT, NextGen 911

Format: Panel Session

Vault Recording: TBD

This session will focus the concept of a virtual dispatch center. Utilizing current technology to enhance operations and to develop practices that will fully embrace how dispatch centers can operate in a virtual environment. The virtual dispatch center ranges from having employees working off site to multiple brick and mortar PSAPs sharing remote or centralized resources. Continuity of operations plans can include virtualization, allowing for dispatch centers to continue to function off site. The virtualization of the dispatch center operations will be impacted by changes in technology, security, support systems, policy, and operational practices. The items to be covered during this session will include:

What is a virtual dispatch center?
The different types of virtual dispatch centers.
Technologies that allow for virtual dispatch center operations.
Cybersecurity requirements.
Physical Security needed.
Managing Operations and Personnel in a virtual environment.
Continuity of operations using Virtualization.