Emergency Management

Dialing up new 9-1-1 training with AI

Nathan Kahl — Tue, 09 Sep 2025 18:34:13 +0000

Dialing up new 9-1-1 training with AI Nathan Kahl Tue, 09/09/2025 - 14:34

�鶹��Ƶ’s Center for Resilient and Sustainable Communities (C-RASC) is working with the Fairfax County Department of Public Safety Communications (DPSC) to implement artificial intelligence (AI) and possibly forever change the way 9-1-1 operators are trained.

Photo provided

Funded by a grant from the National Institute of Standards and Technology (NIST) through a congressional earmark led by the late congressman Gerry Connolly, C-RASC started working with Fairfax’s DPSC in 2024. The goal was to implement AI to improve the resiliency of the county’s emergency response system, using AI to assist 9-1-1 operators by answering calls.

But Kathy Laskey, professor emerita of Systems Engineering and Operations Research, said, “There are all kinds of legal and other sticky issues with putting AI on the phone with people calling 9-1-1.” The researchers pivoted quickly. “The DPSC told us that where they could use help is training, because operators need a lot of practice in taking calls before they actually respond to real callers.”

Training is very labor-intensive in a 9-1-1 call center, and typically an instructor will play the role of a 9-1-1 caller and improvise a call scenario from a large scenario booklet, with the trainee responding and getting feedback on the responses they give.

The Conversational AI-assisted Scenario Training System developed by the George �鶹��Ƶ faculty together with industry partners and guided by DPSC is very sophisticated in generating realistic scenario calls and is customizable.

“Trained in part on the scenario booklet being fed into this AI system, the scenario narration by the voicebot is done in such a way that it mimics a wide range of typical caller behavior,” said Hemant Purohit, associate professor in the Department of Information Sciences and Technology and director of the Humanitarian Informatics Lab.

From left, Hemant Purohit, Monika Bochert of NIST, and Lin Wells impressed the Public Safety Innovation Summit Conference attendees with the new technology. Photo provided

Lin Wells, executive advisor to C-RASC, added, “Each caller may have a different situation, and the training staff helped us identify those variables in terms of the components they want trainees to practice.”

The project team is enhancing the system in several ways. One is by incorporating various difficulty levels so the system can be used both for new employees and as a refresher for existing staff. Another is to add realism, such as the sounds of passing cars in a scenario involving a traffic accident. Another enhancement is to include diverse speech patterns, such as accents, different tones of voice, language, and other real-world challenges the operators face.

Purohit said the team recently attended the NIST Public Safety Innovation Summit Conference (5 x 5) in Seattle and got a very positive response to the technology. A 9-1-1 communications and training coordinator from another state, who had 27 years of work in public safety and received this year’s award at the conference, said the technology was the best she had seen.

Laskey added that Fairfax County also has been very supportive of the work. “I taught at George �鶹��Ƶ for 32 years, and I've worked on a lot of research projects. I've never before in my life demonstrated a software project to a client where the recipients applauded when we were done.”

Perhaps the most important endorsement of all came from the 9-1-1 training instructors, who were impressed with how well the AI callers mimicked real-life situations and how this could save them hours of training.

The other project team members include Paul Houser, professor and executive director of C-RASC, and Karina Korostelina, professor and director of the Sustainable Peace Lab at the Carter School for Peace and Conflict Resolution. Korostelina is leading the project’s community engagement study, which has involved interviews with Fairfax County citizens. Her findings showed the barriers to effective 9-1-1 services include language, delays with interpreter access, limited public understanding of emergency-vs.-non-emergency use, rigid questioning protocols, human error, and the need for more experience in handling mental health crises.

“The increase in adaptive capacity of new technologies requires deep considerations for micro-dynamics of identity and power in communities,” said Korostelina. “To build this capacity as a part of community resilience, the project will codesign the systemic approach for community engagement, including public education campaigns using schools, libraries, media, and community workshops to teach the difference between emergency and non-emergency calls and how to conduct emergency calls more efficiently.”

The project team is supported by doctoral students Ramya S. Nayaka and Hamad Edhah Yaslam Aldhlea from the College of Engineering and Computing and the Carter School for Peace and Conflict Resolution respectively, as well as industry partners OmniBot Advisors and BlueHorse Digital.

In addition to working with Fairfax County on a possible continuation of the project the group is exploring academic-industry partnerships and preparing to discuss possibilities for commercialization with the university’s Office of Technology Transfer.

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Hemant Purohit

Karina Korostelina

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Carter School for Peace and Conflict Resolution

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George �鶹��Ƶ Police help emergency efforts and assess storm damage from Hurricane Helene

Lauren Reuscher — Thu, 03 Oct 2024 15:17:31 +0000

George �鶹��Ƶ Police help emergency efforts and assess storm damage from Hurricane Helene Lauren Reuscher Thu, 10/03/2024 - 11:17

�鶹��Ƶ Police’s Unmanned Aircraft System (UAS) teams supported the Virginia Department of Emergency Management (VDEM) deployment to Appalachian Power in Ivanhoe, Virginia, over the weekend. The primary mission at Ivanhoe—between Carroll and Wythe counties—was to inspect two dams, built in 1912 and 1913, as well as the power distribution lines affiliated with them.

Record precipitation and the effects of Hurricane Helene caused the second highest water level and flow on the New River since 1940, exceeding the design basis for the dams. The power lines are difficult to access from the ground, but the �鶹��Ƶ Police drones flew above and across mountains, following the power lines so that engineers could watch the livestream and assess possible damage.

The drone deployment by �鶹��Ƶ Police helped Appalachian Power ensure the integrity of the facilities more safely and efficiently.

“This storm has impacted all Virginians, and �鶹��Ƶ is always ready and willing to lend a helping hand,” said Michael Lighthiser, the deputy chief who oversees �鶹��Ƶ Police’s Special Operations, Research and Training Unit. “We have some very special capabilities, and we are proud to be able to help our fellow Virginians to safely get back on their feet in the aftermath of such a devastating storm. It’s the right thing to do.”

George �鶹��Ƶ Police Corporal Blaine Ries (left) delivered a Starlink satellite internet system to the Asheville Police Department to help restore communications to their headquarters after the devastation of Hurricane Helene. Photo provided

After returning from the drone mission, �鶹��Ƶ Police answered another call for assistance from the path of Hurricane Helene. With all communications service lost in Asheville, North Carolina, after devastating and deadly flooding, the Asheville Police Department requested a Starlink system to restore cell and internet service at their headquarters. The �鶹��Ƶ Police have Starlink systems available, which provide high-speed satellite internet access.

�鶹��Ƶ Police Corporal Blaine Ries hurried into his Starlink-equipped drone truck and headed to Asheville. To get there, he needed to drive through Tennessee and approach from the south in order to avoid the worst of the devastating storm damage. Arriving shortly after midnight on Tuesday, Oct. 1, he quickly set up the Starlink, giving the Asheville police the communication access needed to coordinate their rescue and emergency management activities.

George �鶹��Ƶ Police’s drone teams have been an important resource for other jurisdictions, providing aerial support and training to other agencies. In late July, at the request of the Virginia Office of Public Safety and Homeland Security, �鶹��Ƶ Police taught a weeklong drone class to more than 20 police and fire department agencies in southwest Virginia to help them start the process of launching drone teams.

“I am very proud that the 12 members of our UAS team are always ready and willing to deploy, at a moment’s notice, anytime their unique capabilities are needed to enhance the public safety of our community and beyond,” said Carl Rowan, George �鶹��Ƶ chief of police.

�鶹��Ƶ Police includes more than 135 full and part-time personnel including more than 50 sworn police officers who provide services to the Fairfax, �鶹��Ƶ Square, and SciTech campuses. The department maintains a close working relationship with the Virginia State Police and the police departments of the City of Fairfax, Arlington, Fairfax County, and Prince William County.

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Dialing up new 9-1-1 training with AI

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George �鶹��Ƶ Police help emergency efforts and assess storm damage from Hurricane Helene

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