Getting incident response right has always been critical to policing, but with today’s increased media attention on incident response and policing, it has become even more important than ever.
Reviews of high profile police incidents tend to focus on the citizen-police interaction. But the fact is – most police responses start with a 9-1-1 call.
And research suggests that how officers respond largely depends on the 9-1-1 telecommunicator’s understanding of the situation, and the accuracy of what was said, what was heard, and what was relayed.
Officers act on information they’re given and wrong information can increase the risk of errors.
As an automated centralized collection point and visualization tool for all your data, NICE Inform, a Finalist in the 2020 ‘ASTORS’ Homeland Security Awards Program for Best 911 Recording & Analytics, can help you get to the root causes of issues related to incident handling.
Additionally, with 9-1-1 telecommunicators annual turnover approaching 19% in the United States, overstressed, overworked and inexperienced 9-1-1 telecommunicators are making ‘life or death’ judgement calls every day.
They’re also taught to dispatch for the worst case scenario, which can lead to police ‘over response.’ Statistics show that somewhere between 20-40% of all incidents are downgraded by police following the initial classification by 9-1-1.
Over response can cause reputational damage for 9-1-1 centers, waste scarce police budget dollars, and even unnecessarily escalate incidents.
For these reasons, placing more focus on the critical link between 9-1-1 and police response is a key strategy toward ultimately deescalating tension between citizens and police.
NICE Inform can help 9-1-1 centers address these challenges to improve downstream police response.
With NICE Inform, 9-1-1 centers can gain better visibility into how telecommunicators are handling incidents so they can spot issues (e.g. over-response to calls) early on.
For example, by using NICE Inform to record the telecommunicators’ interactions (with the public and police first responders), as well as telecommunicator workstation screens and other incident data sources (e.g. advanced location information from RapidSOS, which was recognized in the 2016 ‘ASTORS’ Homeland Security Awards Program), and then automatically piecing this data together, 9-1-1 centers can get complete understanding of what happened, how and why.
Using NICE Inform’s Intelligence Center, 9-1-1 centers can also automatically isolate ‘downgraded’ incidents, and then drill down into associated metrics and recorded telecommunicator interactions (involving both citizens and first responders) to better understand what happened and why, so they can then implement coaching, training, and process improvements to remediate any problems.
Additionally, using NICE Inform’s data-driven Quality Assurance (QA) capabilities, 9-1-1 centers can also systematically target ‘downgraded calls’ for Quality Assurance review.
Knowing which telecommunicators are struggling, and why, supervisors are better able to assist them through coaching and training.
Also, research shows that when telecommunicators feel better supported in their role, they are less likely to leave.
Training, coaching and development can go a long way toward reducing rampant turnover in 9-1-1 centers, enabling them to build a more stable, skilled and seasoned workforce equipped to handle such calls.
(Hear from Jeff Streeter, Executive Director for Jefferson County Communications Center Authority (JeffCom 911), discussing his agency’s experience with NICE. JeffCom 911 is a centralized 911 communications center for Jefferson County, Colorado, formed by merging eight Public Safety Answering Points (PSAPs) into one consolidated communications center. The center also contracts to provide dispatch services for more than twenty police and fire agencies within Jefferson County. Named 2019 PSAP of the Year (in the PSAPs’ Finest Awards), JeffCom 911 relies on the full suite of NICE Inform solutions. Courtesy of NICE and YouTube.)
In 9-1-1 things don’t always go perfectly as planned. As a 911 center leader, you may be called – by a police chief, the media, the public, the agencies you support, or other stakeholders – to explain the details of an incident – specifically ‘How it Happened.’
More often than not, answers are needed fast. But we all know, those answers aren’t always easy to come by.
NICE Inform can help 9-1-1 centers address these challenges and provide the answers required.
The Power to Understand
Challenges can come from every direction: social pressures, scrutiny over incident handling, quality, resource, funding, and technology issues.
You can’t address the challenges without asking the tough questions.
Unfortunately, the answers are often hidden away in data spread across a multitude of systems. 911 center managers need a single point of truth to bring all their data together, so they can better understand: What Happened? How it Happened? What Performed? What’s Happening Now?
Learn More via a four-part brief video series hosted by Rob Farmer, a former director of public safety and emergency management, as he explains why NICE Inform is that single point of truth.
(Explore how NICE Inform can help 911 center managers understand ‘What happened.’ Courtesy of NICE and YouTube. Posted Aug 2020.)
How it Happened?
(In 911 things don’t always go perfectly as planned. And that means as a 911 center manager, you may be called on – by a chief, the media, the public, the agencies you support, or other stakeholders – to explain the details of an incident – specifically ‘How it Happened.’ Sometimes, answers are needed fast. Because the NICE Inform system sits in the middle of your 911 center ecosystem and integrates to all of your key systems – CAD, 911, radio, and RapidSOS – NICE Inform is able to provide you with a single system of record and unprecedented insight into how incidents happen. Courtesy of NICE and YouTube. Posted Aug 2020.)
(What Performed? What Didn’t? And Why? If you’re only measuring the number of calls you’re taking and how long it takes to answer those calls, you’re missing the bigger picture. Learn More courtesy of NICE and YouTube. Posted Aug 2020.)
What’s Happening Now?
(By its very nature 911 is dynamic and fast-moving. NICE Inform Intelligence Center dashboards give you instant visibility into what’s happening in your 911 center NOW – with dozens of real-time metrics, including time to answer, time to enter, time to dispatch, time to on-scene and more. Courtesy of NICE and YouTube. Posted Aug 2020.)
Over three thousand public safety agencies rely on NICE Inform for incident recording, Quality Assurance and Incident Intelligence solutions to provide better service to citizens, partner agencies and DAs.
NICE integrations to RapidSOS, Computer Aided Dispatch (CAD), and NG9-1-1 create complete true records of incidents, improve response times, and deliver real-time insights to drive 9-1-1 center operational improvements.
(Thousands of 911 centers are improving their response by leveraging the life-saving data of the RapidSOS Clearinghouse. Now, thanks to the NICE Inform integration with RapidSOS, that same data can transform your post incident reconstruction and investigations. As a result of this partnership and integration, you can now use precise RapidSOS location data to gain clearer insights than ever before – into what happened during an incident, how and where it happened, what’s working, what’s not, and why. Courtesy of NICE and YouTube. Posted Mar 2020.)
To get full access to the NICE Inform Resource Center, packed with product info, resource guides, and on-demand webinars, go to https://info.nice.com/Inform-Resource-Center-Access.html
NICE Public Safety Named a Finalist in 5th Consecutive ‘ASTORS’ Awards Program
The Annual ‘ASTORS’ Awards Program is specifically designed to honor distinguished government and vendor solutions that deliver enhanced value, benefit and intelligence to end users in a variety of government, homeland security and public safety vertical markets.
The Annual ‘ASTORS’ Awards is the preeminent U.S. Homeland Security Awards Program highlighting the most cutting-edge and forward-thinking security solutions coming onto the market today, to ensure our readers have the information they need to stay ahead of the competition, and keep our Nation safe – one facility, street, and city at a time.
90% of ‘ASTORS’ Award Winners return to compete in the Annual ‘ASTORS‘ Homeland Security Awards Program, and 100% of ‘ASTORS’ Sponsors have returned year to year to reap the benefits of their participation in the industry’s largest and most comprehensive Annual Awards Program.
The 2019 ‘ASTORS’ Awards Program surpassed expectations with a record number of nominations received from industry leaders and government agencies, and drew over 200 attendees to the ‘ASTORS’ Awards Presentation Banquet – an exclusive gourmet luncheon and networking opportunity which filled to capacity, before having to turn away late registrants.
The event featured an impassioned and compelling keynote address by William J. Bratton, former police commissioner of the New York Police Department (NYPD) twice, the Boston Police Department (BPD), and former chief of the Los Angeles Police Department (LAPD), as he walked attendees through 50 years of American policing history, the impacts on the communities, and the evolution of critical communication capabilities in our post 9/11 landscape.
Commissioner Bratton, one of the world’s most respected and trusted experts on risk and security issues and Executive Chairman of Teneo Risk a global advisory firm, was recognized as the ‘2019 ‘ASTORS’ Person of the Year’ for his Lifetime of Dedication and Extraordinary Leadership in Homeland Security and Public Safety.
The 2020 ‘ASTORS’ Awards Program is sponsored by ATI Systems, Attivo Networks, Automatic Systems, Desktop Alert, X.Labs and Reed Expositions, every one a returning Sponsor from 2019.
Why the ‘ASTORS’ Homeland Security Awards Program?
American Security Today’s comprehensive Annual Homeland Security Awards Program is organized to recognize the most distinguished vendors of physical, IT, port security, law enforcement, and first responders, in acknowledgment of their outstanding efforts to ‘Keep our Nation Secure, One City at a Time.’
Over 200 distinguished guests representing Federal, State and Local Governments, and Industry Leading Corporate Firms, gathered from across North America, Europe and the Middle East to be honored among their peers in their respective fields which included:
- The Drug Enforcement Administration (DEA)
- National Center for Missing and Exploited Children (NCMEC)
- United States Marine Corps
- The Federal Protective Service (FPS)
- Argonne National Laboratory (ANL)
- United States Postal Inspection Service
- DHS S&T
- United States Marshals Service (USMS)
- The Port Authority of New York & New Jersey Police (PAPD)
- The Department of Justice (DOJ)
- The New York State Division of Homeland Security & Emergency Services (NYS DHSES)
- United States Border Patrol
- AlertMedia, Ameristar Perimeter Security, Attivo Networks, Automatic Systems, Bellevue University, BriefCam, Canon U.S.A., CornellCookson, Drone Aviation, FLIR Systems, Hanwha Techwin, HID Global, IPVideo Corp., Konica Minolta Business Solutions, LenelS2, ManTech, Regroup Mass Notifications, SafeLogic, SolarWinds, Senstar, ShotSpotter, Smiths Detection, TCOM LP, Trackforce, Verint, and More!
From innovative Military Cyber Programs, to Local, State and Federal Public Safety and Emergency Management Initiatives, New Physical and IT Products and Services, and Security Professional, Threat Assessment, Emergency Preparedness, Law Enforcement and Homeland Security Education and Training Opportunities – Join your ‘ASTORS’ Award-Winning Peers and Receive the Recognition You Deserve!
Excellence in Public Safety and Government Security Award Nominations are also encouraged, such as those 2019 Honored Winners which includes the DEA, U.S. Marine Corps, DHS S&T, Federal Protective Service, DHS S&T NUSTL, U.S. Marshals Service, U.S. Border Patrol, The Port Authority of NY/NJ, and the NYS Division of Homeland Security & Emergency Services.
Why American Security Today?
The traditional security marketplace has long been covered by a host of publications putting forward the old school basics to what is Today – a fast changing security landscape.
The traditional security marketplace has long been covered by a host of publications putting forward the old school basics to what is Today – a fast changing security landscape.
American Security Today is uniquely focused on the broader Homeland Security & Public Safety marketplace with over 75,000 readers at the Federal, State and local levels of government as well as firms allied to government.
American Security Today brings forward a fresh compelling look and read with our customized digital publications that hold readers eyes throughout the story with cutting edge editorial that provides solutions to their challenges.
Harness the Power of the Web – with our 100% Mobile Friendly Publications
The AST Digital Publications is distributed to over 75,000 qualified government and homeland security professionals in federal, state and local levels.
‘PROTECTING OUR NATION, ONE CITY AT A TIME’
AST Reaches both Private & Public Experts, essential to meeting these new challenges.
Today’s new generation of public safety and security experts need real-time knowledge to deal with domestic and international terrorism, lone wolf attacks, unprecedented urban violence, shifts in society, culture and media bias – making it increasingly difficult for Homeland Security, Law Enforcement, First Responders, Military and Private Security Professionals to implement coordinated security measures to ensure national security and improve public safety.
These experts are from Government at the federal, state and local level as well as from private firms allied to government.
AST provides a full plate of topics in our AST Monthly Magazine Editions, AST Website and AST Daily News Alerts, covering 23 Vital Sectors such as Access Control, Perimeter Protection, Video Surveillance/Analytics, Airport Security, Border Security, CBRNE Detection, Border Security, Ports, Cybersecurity, Networking Security, Encryption, Law Enforcement, First Responders, Campus Security, Security Services, Corporate Facilities, and Emergency Response among others.
AST has Expanded readership into integral Critical Infrastructure audiences such as Protection of Nuclear Facilities, Water Plants & Dams, Bridges & Tunnels, and other potential targets of terrorism.
Other areas of concern include Transportation Hubs, Public Assemblies, Government Facilities, Sporting & Concert Stadiums, our Nation’s Schools & Universities, and Commercial Business Destinations – all enticing targets due to the large number of persons and resources clustered together.
To learn more about the 2019 ‘ASTORS’ Homeland Security Award Winners solutions, please go to the 2019 ‘ASTORS’ Championship Edition Fully Interactive Magazine – the Best Products of 2019 ‘A Year in Review’.
The ‘ASTORS’ Champion Edition is published annually and includes a review of the ‘ASTORS’ Award Winning products and programs, highlighting key details on many of the winning firms products and services, includes video interviews and more.
It is your Go-To source throughout the year for ‘The Best of 2019 Products and Services‘ endorsed by American Security Today, and can satisfy your agency’s and organization’s most pressing Homeland Security and Public Safety needs.
From Physical Security (Access Control, Critical Infrastructure, Perimeter Protection and Video Surveillance Cameras and Video Management Systems), to IT Security (Cybersecurity, Encryption, Data Storage, Anti-Malware and Networking Security – Just to name a few), the 2019 ‘ASTORS’ CHAMPIONS EDITION will have what you need to Detect, Delay, Respond to, and Mitgate today’s real-time threats in our constantly evolving security landscape.
It also includes featured guest editorial pieces from some of the security industry’s most respected leaders, and recognized firms in the 2019 ‘ASTORS’ Awards Program.
NICE Wins Multi-Awards in the 2019 ‘ASTORS’ Awards Program
Best 911 Recording & Analytics
NICE Inform Intelligence Center
The NICE Inform Intelligence Center puts powerful real-time analytical tools and metrics within reach of 911 center managers, making it easy to identify, understand, and address the factors that drive operational performance and contribute to success.
(Hear from John Rennie, General Manager of Public Safety at NICE discuss the capabilities of the NICE Inform Intelligence Center. Courtesy of NICE and YouTube.)
Best Investigation/ Surveillance/Detection Product
The NICE Investigate Digital Investigation and Digital Evidence Mgmt Software (DEMS) Solution automates the entire digital investigation and evidence management process, helping investigators close more cases faster.
NICE Investigate includes a Public Portal for efficient digital evidence mgmt and evidence crowdsourcing.
*NICE was also recognizedwith Platinum Awards in the 2018, 2017 and 2016 ‘ASTORS’ Homeland Security Awards Program.
NICE is a world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.
For additional information about the Annual ‘ASTORS’ Awards Program and advertising opportunities with American Security Today, please contact Michael Madsen, AST Publisher at firstname.lastname@example.org.
AST strives to meet a 3 STAR trustworthiness rating, based on the following criteria:
- Provides named sources
- Reported by more than one notable outlet
- Includes supporting video, direct statements, or photos