Highlands County Sheriff’s Office, located in Central Florida and just two hours south of the Orlando theme parks, serves a population of approximately 107,000. Managing the sheer volume of calls — 50,000 to 54,000 9-1-1 calls and 150,000 to 200,000 administrative calls annually — is a constant challenge, especially when understaffed.
Shane Smith, the Dispatch Director, CJIS Coordinator, and 9-1-1 Coordinator for Highlands County, has been with the sheriff’s office since 1994, working her way up from dispatcher. Her extensive experience across all positions gives her invaluable insight into what her team needs to succeed. This dedication to improvement led her to embrace Motorola Solutions Assist AI capabilities for call handling, particularly the transcription and translation applications, to streamline operations and support telecommunicators.
The Power of Transcription and Summarization
One of the most immediate and appreciated benefits of the Assist AI capabilities has been its accurate transcription and summarization features. “One of the things the dispatchers really like is the fact that they can copy and paste the summary of the 9-1-1 call from the transcription into CAD without having to type it.”
Every second saved is crucial, especially for dispatchers who are simultaneously taking and dispatching calls. The 9-1-1 call summary’s accuracy has been particularly impressive for Shane and her team. The summary provides a brief yet comprehensive synopsis of ongoing incidents. The summary also allows supervisors to quickly grasp the situation in the room without having to actively listen to every call.
Assist AI
Displaying 9-1-1 real-time call summary and real-time call transcription/translation and key words.
Uncovering Critical Details with Keyword Detection
The Highlands County Sheriff’s Office serves a diverse community, including a significant Spanish-speaking population. The Spanish translation feature within Assist has provided an additional layer of support.
“We actually had a call where the caller was telling us they didn’t know how the person was hurt…but there was somebody in the background speaking Spanish, and the transcription picked up and translated the word ‘knife’… and then picked up the word ‘stabbing’ from somebody that was way in the background,” reports Shane. Both were identified as keywords. This crucial information was not heard by the dispatcher but picked up by the transcription’s speech-to-text functionality. It allowed the dispatcher to understand the true nature of the emergency and relay vital details to first responders, ultimately confirming that the individual had multiple stab wounds.
A Commitment to Support and Retention
Shane is a proponent of integrating technology to “make their job a little easier,” which she believes directly impacts retention. She understands that while some staff may be hesitant, providing multiple technology options and offering hands-on support during implementation helps everyone feel comfortable. Shane learns and uses the new technology as much as possible to be able to provide direct assistance.
Assist AI, with its accurate summaries, real-time transcription, and life-saving translation capabilities, is a testament to how technology can empower public safety professionals. By saving precious seconds and uncovering critical details, it’s not just making the telecommunicator’s job easier; it’s making a profound difference in emergency response.
For more information on how other PSAPs are using Motorola Solutions’ Assist AI capabilities, visit these blogs:
