Cross-training helps county 911 scale up for big emergencies

Key Takeaways

When there’s an emergency in Howard County, Md. — flooding, a snow storm, a large-scale power outage — there’s an “all-hands on deck approach” to response. Staff across county departments work as call center operators, connecting callers to the proper department or agency without inundating 911 dispatchers as they work to deploy first responders. 

Public-facing county employees, such as public information staff, receive call center training to help during an Emergency Operations Center (EOC) activation, filtering non-emergency calls from emergency calls and ensuring that people receive information in a timely manner. 

The initiative was created to strengthen emergency response, because the call center was overwhelmed during past emergencies, including a catastrophic 2018 flash flood, according to Howard County Executive Calvin Ball. Staff with public-facing roles were chosen to step into the call center role, because they already possess the necessary interpersonal skills. 

“There are so many historic events that have reminded us of the importance of the emergency communication,” Ball said. “So, we’ve wanted to make sure that our call center responds effectively with clarity, with compassion, especially when residents need it the most.”

In addition to an influx of emergency calls, county data shows that 911 Dispatch has historically received an increase in non-emergency calls during an EOC activation, with people often seeking information about ongoing emergency conditions or making non-emergency requests for assistance. 

County staff in other departments who take on a call center role ensure that only emergency calls are handled by 911 Dispatch, which has improved emergency response times and enabled the county to communicate better with the public, according to Caleb Goodie, a Howard County emergency manager.

“It gives us a trigger and a method to alleviate some of the burden during some of these emergency incidents,” Goodie said. “... It’s been really beneficial, in terms of maintaining that flow and efficiency.”

The call center training, which is roughly two to three hours, is run by the county Office of Emergency Management. The training simulates the call-taking process, with participants taking demo calls with live voice actors and going through mock situations for different emergency events. Because of the stressful nature of an emergency activation, staff also undergo training in empathy and de-escalation. 

“They go through all sorts of protocols to better understand several ‘if, then’ scenarios when engaging the public and helping to guide them through, almost like a ‘No Wrong Door’ approach,” Ball said. “Particularly when there are various emergencies and things where people just need guidance and support.”

The call center training program is a concept that could be adapted across the county landscape, and Ball said he hopes its success will help empower other jurisdictions to create something similar. 

“Our call center serves as a critical tool in public communication,” Ball said. “… And the public has really lauded this [initiative] as a way to feel empowered, educated and safer.”