When Non-Emergency Calls Come From an Emergency

ANET is often used to handle the routine calls that do not require a telecommunicator: administrative requests, common questions, tow calls, and other non-emergency work.

But a major incident can blur that line.

During recent wildfire activity, Spokane 911 had to think differently about the calls coming into the center. Some were directly connected to the emergency, but did not necessarily require a telecommunicator to answer them. The team adapted how it used ANET to help handle those requests while keeping people in the loop when a call needed human judgment.

Hear how Spokane 911 approached a question many centers may face during a major incident: when call volume surges, which conversations still need a telecommunicator, and which can be handled another way?

What You’ll Learn

• How a major incident can change the types and volume of calls reaching a 911 center
• How Spokane 911 identified calls ANET could handle while keeping telecommunicators in the loop
• Why starting small and building clear guardrails matters when expanding automation
• Lessons for using ANET during wildfires, severe weather, planned events, and other sudden spikes in call volume

Panel

• Kelly Conley - Communications & Public Information Officer, Spokane Regional Emergency Communications
• Raelyn Reed - 911 Communications Supervisor,  Spokane Regional Emergency Communications
• Heather Thompson - E911 Coordinator, Spokane Regional Emergency Communications

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