Ontario police service using AI in hiring, training 911 call takers

Halton regional police in Ontario are leveraging artificial intelligence (AI) in the recruitment and training of 911 call takers and dispatchers. The force has partnered with American AI firm GovWorx to utilize the technology for creating emergency call simulations, aiming to enhance the decision-making, communication, and crisis management skills of 911 applicants.

The Halton police 911 communications bureau manager, Brian Dodd, revealed that the new technology aids the force in identifying suitable candidates from the outset of the hiring process. He highlighted that the hiring department has been grappling with a staffing crisis, as not all applicants succeed in their training after being hired. The training process typically spans a year, and the AI software assists in pinpointing the right candidates early on by employing testing and AI-generated scenarios.

Dodd emphasized that the police force is not only the first Canadian customer but also the first Canadian agency to employ this specific technology. The AI-based evaluation process for 911 dispatchers has reportedly cut candidate assessment time by 50%. This cutting-edge technology has been successfully implemented in numerous communication centers across the United States, as per the police force.

Currently, there are 75 dispatchers and call takers working for the Halton police service, and the department aims to hire between four and eight new individuals this year. Halton police have also incorporated another AI solution named SARA AI to manage non-emergency phone calls, which has resulted in a reduction of 911 wait times by nearly two seconds per call.

The police force proudly claims to meet a standard in North America, where 90% of 911 calls are answered within 15 seconds. By utilizing AI, the police service aspires to surpass this benchmark. So far this year, the AI bot has handled 95,367 calls, spent 1,195 hours interacting with residents, and sent over 2,470 text messages to assist people in reporting incidents, such as through the collision reporting center.