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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
