Program Manager Update

Ben Breier, 911 Program Manager

Hello and welcome to summer!

Sometimes you don’t realize how much time has passed, or how much has been accomplished, until you pause, and take a moment to reflect.

The 911 Strategic Plan was passed over six years ago! Since then, we've moved the 911 Fund off the distressed list, ensuring fiscal sustainability for the next decade. We've also revamped our Outreach and Public Education efforts, engaging with an unprecedented number of community members. Furthermore, we have designed and started the deployment of the new 911 Call Handling Platform. Currently, more than half of the King County PSAPs are on the system, handling more traffic than the rest of the state combined (if my math is correct 😊)!

Financially, we're continually refining our budget and forecasting, preparing for a shifting technological future and an uncertain fiscal climate. We're optimistic but have built contingencies for every scenario.

Our Training and Public Education programs are evolving. We're monitoring new rules for 911 call taker certification and training, ready to respond quickly to new requirements. We're also continuing to assist with PSAP staffing and support peer support and mental health components for our 911 call receivers. We've been working on providing educational curriculum to schools and are making significant progress, building a strong foundation for the future. Additionally, we're gathering data to better understand and serve traditionally underserved communities.

On the technology front, our efforts to add a centralized voice/data logging recorder are on track, with implementation expected in 2026. This will provide greater call handling flexibility for our PSAPs and Call Receivers. Evaluating emerging AI technologies is crucial, especially in a 911 environment where reliability is paramount. Ensuring that AI solutions meet the rigorous standards required for emergency services is essential.

Lastly, we are in the early stages of planning/preparation for the World Cup 2026, where we expect the events to challenge the systems we have put in place, but we are excited for the opportunity! 

Financial 

The Agency’s Proposed Budget for 2025 has been submitted. By meticulously working from the ground up, only 1.27% was added to the total operating expenses. Meanwhile, the allocation to PSAP partners was increased by the CPI rate of 2.7% and the training and travel budgets were boosted to return to pre-pandemic levels. This was achieved through vigilant management of all spending categories and cutting costs wherever possible. The next steps include a review by the King County Executive, followed by the budgets moving forward for Council approval in late November.

The financial report through June is also encouraging, with revenues performing better than budget by $1.3M. Operating expenses have been stable and within expectations, currently $3.9M below budget.

With the financials in good standing, it's now time to enjoy some summertime grilling.

“The time to repair the roof is when the sun is shining.” – John F. Kennedy

Smooth Sailing...is Still Sailing

Four large PSAPs (King County Sheriff's Office, Valley Communications, Seattle 911, and Seattle Fire) have transitioned to the new Platform this quarter. This signifies that six of the eleven King County PSAPs are now utilizing the new NG911 system.

The transition, akin to sailing, required considerable effort to appear seamless. The Intrado and KC911 technical teams have been working tirelessly. Some minor configuration adjustments and a learning curve were necessary to understand an unexpected behavior affecting 911 call transfers between PSAPs. The new system demonstrated its stability over the busy Fourth of July holiday, with no major issues reported.

Most PSAPs are reducing the differences between the Legacy system and the Platform, but some are leveraging the system to automatically redial individuals who disconnect before their call is answered. This feature saves labor and allows telecommunicators to concentrate on incoming 911 calls.

Telecommunicators have observed a notable increase in the speed of call connections. They appreciate the refreshed appearance and improved functionality of the SCC map. The integration of RapidSOS, providing additional location data, has been well-received by the PSAP community. Telecommunicators are unable to dispatch assistance without first determining the caller's location. In the past, this required asking many questions, increasing stress in urgent situations. The improved location information helps to reduce stress.

The previous software update for the legacy systems required about a year and significant project management to implement. Each PSAP had to redirect their calls for hours, making it a substantial effort.

Earlier this year, the vendor issued a software update for the platform system, including notable enhancements and new features. It was decided to implement this update before the next PSAP migration in late July.

With PSAPs on a shared platform and network, the software can be distributed seamlessly. The core system can be updated without affecting the PSAPs. Technicians still have considerable work applying these updates, but the entire system is expected to be updated in less than two weeks.

Public Education & Outreach

The season for outdoor events is now in full swing! The Public Education Team has been active across the county, participating in an average of two to three events weekly. They've made appearances at numerous farmers' markets, resource and safety fairs, and celebrations for Earth Day, Kids' Day, and first responders.

Two weeks ago, the team spent each day at the King County Fair in Enumclaw, enjoying their interactions with the community, fielding questions, and recruiting potential new call takers and dispatchers. 

They're excited to meet even more people in the upcoming weeks, especially at the Washington State Fair in Puyallup this September, where the State 911 Office will once again host a booth. We hope to see you there!

Over the past few years, the team has been dedicated to identifying tools that can measure the effectiveness of outreach efforts and enhance community preparedness for emergencies.

While continuously assessing anecdotal feedback and interactions with community members, the team seeks methods to gather more substantial data for well-informed decision-making and refinements.

The team is in the process of acquiring a data tracking system that will enable the creation of surveys for collecting community feedback. This system will also facilitate custom data analysis aimed at pinpointing educational gaps and modifying strategies to guarantee the most equitable method of informing King County of 911 services and cultivate community trust.