IP phones not only have beneficial impact on companies, but have attracted the attention of emergency dispatchers, too. There are numerous issues with the current dispatcher system, mainly with being able to effectively communicate the concern or issue and identify a specific location where police need to be directed. If the call drops or the location is not identifiable, this increases the risks by delaying emergency services where it is needed.
In response to this issue pertaining to outdated systems, some emergency dispatchers are making the switch to IP phones, in order to be able to launch Next-Generation 911 (NextGen 911). NextGen 911is geared to respond effectively with mobile devices, which many 911 callers use to report an incident or receive help. This new service is beneficial to 911 callers and police services as it makes reporting easier by adapting to the current technology trend for communication.
Callers will be able to share images and videos regarding the incident being described to the dispatcher over the phone, providing detail and accuracy to their report. By having access to images and videos of the incident, the police can be in a better position to handle the issues and can use the content for evidence purposes if needed. Those requiring emergency services can also communicate their medical and accessibility details to be properly and quickly aided by police and medical staff. Additionally, those with hearing or speaking difficulties can seek help by being able to send text messages instead of calling over the phone. Apart from accessibility, this service is ideal in situations that require the caller to hide for safety, as they can quietly send a message for help through their phones.
Here in Canada, the government instructed all telephone businesses to upgrade their systems to incorporate the upcoming launch of Next-Generation 911. They believe communication will be greatly improved for the public by allowing additional means to reach emergency services. The voice service is expected to be functional by June 30, 2020, while the texting service is expected to be active December 31, 2020 at the latest.
Therefore, the use of VoIP systems helps to improve communication by allowing multiple channels to share information, which is crucial in emergency services. The traditional phones failed to provide accessibility options and were limited in functionality. Thus, the change to VoIP not only improves services to 911 callers but assists emergency personnel to perform more efficiently and rapidly.