March 3, 2021 by Flynn Nogueira

Images, Streaming Video Coming Into the PSAP: What’s Our Status?

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Industries: 9-1-1 & Law Enforcement

Topics: CAD NG9-1-1 PSAPs Public Safety Applications Records and Evidence SaaS Video Solutions

It was just about a year ago when the topic of visual content coming into the PSAP really came into focus. Anticipating its adoption, your peers shared their perceived challenges and benefits of having images and videos of the incident. And over the last year, as we’ve helped PSAPs take the steps to accepting visual content, we’ve watched their concerns subside and their confidence grow as they realize having access to visual content can create a better experience for telecommunicators, first responders and their communities. 

We recently spoke with members of the communications team at Okaloosa County Sheriff’s Office, Florida, where they are accepting visual content using Motorola Solutions’ CommandCentral Citizen Input solution. While their feelings were a mix of nervousness and excitement when adopting the technology, they would now tell other PSAPs to “get it as soon as you can.” 

Citizen InputThe PSAP’s supervisors and trainees alike report a stronger connection with citizens while on calls. Ryan Duval, Delta Shift Communications Supervisor, shares that Citizen Input allows them to see and experience what their callers are experiencing, putting them in the same room, which helps calms the caller. 

Christina Speights, Delta Shift Communications Trainee, explained, “Sometimes it’s hard for callers to describe what’s going on or provide a description of a person.” That’s why, she says, images or video are “a tool to better help responders understand what’s going on.” This level of intel prepares them as they’re en route to the scene, helping them stay safe. Casey Bilbrey, also a Delta Shift Communications Trainee, recounts a situation where a live video stream allowed her to help prepare and protect responders in another county.

All three share that having visual content is giving them something they have not had before – closure. 

Hear directly from Ryan, Casey and Christina as they share how Citizen Input has resulted in a better outcome for their 9-1-1 callers, first responders and for themselves. Listen to the podcast and join us back here, on Motorola Solutions blog, as we share more solutions to enable an Intelligent Command Center.

For more information on CommandCentral Citizen Input and Motorola Solutions call handling, visit us at 

Contact us to find out more about CommandCentral Citizen Input.

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