9-1-1 QA

Case Study O'Fallon Missouri PD

July 28, 2025

Facing rising demands and inconsistent manual evaluations, O'Fallon Police Department's 9-1-1 Communications Center sought a transformative solution to enhance quality assurance and telecommunicator performance. By implementing CommsCoach, an AI-powered QA platform, the center automated its evaluation process to achieve 100% coverage of eligible calls, significantly reducing subjectivity and driving compliance rates from as low as 12% to over 94% in just one year. This shift fostered a culture of transparency, boosted morale, and empowered telecommunicators with immediate access to their performance insights. With strengthened accountability, clearer pathways for improvement, and enhanced dispatcher confidence, O'Fallon PD has successfully established itself as a model for modern, high-performance emergency communications.

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Leading Change from Within: Building a High- Performance 9-1-1 Culture

Case Study O'Fallon Missouri PD

Leading Change from Within: Building a High- Performance 9-1-1 Culture

getResQ911 Partnership Announcement

GovWorx, Inc., the company behind CommsCoach, the AI-powered platform designed to support every stage of the 9-1-1 professional’s lifecycle, is proud to announce a strategic partnership with getResQ911, the nation’s trusted provider of highly skilled 9-1-1 telecommunicator contractors. Together, they aim to set a new standard in performance for public safety communications professionals.

CommsCoach AI Platform Expands to Support 9-1-1 Professionals Throughout their Careers

GovWorx and Positive 911 Partner to Transform Recognition of 911 Telecommunicators

GovWorx, the company behind the AI-powered 9-1-1 evaluation and training platform CommsCoach, is proud to announce a new partnership with Positive 911, an organization on a mission to transform how 911 professionals are recognized and celebrated.

Enhancing Performance and Retention: Constructive Insight Models in ECCs

Emergency Communications Centers face unique challenges in delivering effective, unbiased feedback due to high-stress environments and biases like recency, confirmation, proximity, and negativity. By adopting structured feedback models such as SBI, Pendleton’s, and DESC through CommsCoach, ECCs can ensure balanced evaluations that promote professional growth and reduce burnout. This approach not only enhances operational performance and retention but also fosters a more supportive and collaborative workplace culture.

Introducing CommsCoach Simulations (standalone): Elevating Telecommunicator Training with AI-Driven Scenarios

Introducing CommsCoach Simulations as a standalone training module designed for Emergency Communication Centers, community colleges, high schools, and vocational programs, without requiring the full CommsCoach QA system. This AI-driven platform delivers customizable, real-world emergency scenarios that help trainees develop critical skills before ever handling live calls. With interactive CAD entry, performance tracking, and a growing library of fire, law, and medical scenarios, agencies and educators can provide structured, scalable training without relying on manual role-play. Whether preparing new hires or enhancing existing training programs, CommsCoach Simulations ensures telecommunicators are ready for the demands of 9-1-1 from day one.

Train to Retain: Leveraging AI for 9-1-1 Telecommunicator Retention

The Train to Retain white paper explores how 9-1-1 Emergency Communications Centers (ECCs) can address staffing challenges by shifting focus from traditional training methods to career-long development. It introduces the "Train to Retain" philosophy, emphasizing continuous feedback, professional growth, and support to combat burnout and turnover. Featuring GovWorx's AI-powered platform, CommsCoach, the paper showcases how AI-driven tools streamline training, provide real-time evaluations, and empower telecommunicators with structured career pathways, ensuring a resilient and engaged workforce ready to meet the evolving demands of public safety.

CommsCoach to be highlighted at the 9-1-1 Staffing Crisis Summit in Fort Worth

CommsCoach AI-powered platform designed specifically to address 9-1-1 staffing challenges head-on to be showcased as a sponsor for APCO event.

Applications Closed - 911 Business Analyst

Looking for an experienced QA/CTO with 3 to 5 years of experience in 911 Emergency Communications

The Power of Positivity Podcast

Check out our latest episode of the Comms-Coach Podcast titled "The Power of Positivity in 911"! .In this episode, we discuss how fostering a positive work environment in dispatch centers can lead to increased productivity, employee satisfaction, and retention. Hear from our special guest, Steve Sutton, as we dive into common dispatcher challenges and share actionable steps to create a supportive culture that keeps both responders and communities safe. Don't miss out on the essential strategies to boost morale and build a strong, motivated team!

Facilitating Constructive Feedback at Scale

CommsCoach new Feedback Report Manager enables QA teams and supervisors to offer targeted feedback across multiple levels, fostering continuous growth. By balancing strengths with areas for skill refinement, CommsCoach enhances individual performance and morale. This platform transforms feedback into a tool for long-term professional development and a stronger, more resilient workforce.

QA and Coaching to Help Improve Mental Wellness, Morale and Retention in 911

The challenges facing 911 centers today are significant, marked by high turnover rates, burnout, and declining mental health among our emergency telecommunicators. With an ever-increasing workload, exacerbated by the staffing crisis, maintaining staff morale and well-being has become more critical than ever. ECC leaders across the country recognize this extreme situation and are doing everything within their power (and often pushing things outside of their power) to help their teams.

Boost Your Training Podcast

CommsCoach Podcast Season 2 Episode 2 Boost Your Training

The AI Advantage: Improving 911 Training and Evaluations

911 emergency communications centers are facing severe staffing challenges, requiring innovative AI-driven training and evaluation solutions. By automating data gathering and utilizing real-world simulations, these AI tools help supervisors build high-performing teams, ensuring consistent and high-quality emergency response.

QA Strategies: Transforming Law Enforcement and Emergency Communications

Supervisory QA, using body camera footage and 9-1-1 call analysis, revolutionizes public safety practices and morale. AI-driven audio analysis can enhance public safety efficiency and emergency response effectiveness.