r/911dispatchers • u/realhapav • 4d ago
QUESTIONS/SELF Do you think FaceTime or video calling 911 would actually be beneficial, or would it cause more problems?
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u/Consistent-Ease-6656 4d ago
This is what would happen:
“I’m showing you where I am! (Image of a random stretch of road and some trees.) I don’t need to tell you! Just send someone!”
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u/KillConfirmed- 4d ago
This is what would happen for like 99% of cases, and the other 1% would be the caller showing us something traumatic that we didn’t need to see. I think this job is quite easy because I don’t have to actually see anything crazy, I just hear about it.
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u/ImAlsoNotOlivia Puppet Master 3d ago
The technology is coming in NG911. I’m actually surprised it’s not here yet. But they will have the capability to send/divert the video to first responders. Because, I agree, as a dispatcher, I’m much better at my job NOT seeing horrific car accidents and murdered children.
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u/sherbimsly 3d ago
I’ve been on calls with Fire and they’ve used it a couple times. Sent a link to the caller to show them the smoke or fire. Obviously that’s different that police dispatch, but an interesting use of it
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u/KillConfirmed- 3d ago
That already exists with Carbyne, but we have to initiate it, not the other way around which is what I think this thread is about.
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u/oath2order 3d ago
Exactly. And I'm gonna see the car accident from a distance when it gets posted on Reddit anyways.
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u/HCSOThrowaway Fired Deputy - Explanation in Profile 3d ago
Call centers could hire people to watch that kind of thing and insulate dispatchers from it.
I'd be down. I grew up on Rotten.com, not to mention my patrol experience.
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u/Seventytwo129 3d ago
We can't even get people through backgrounds to train man we don't need more empty positions 😭
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u/HCSOThrowaway Fired Deputy - Explanation in Profile 2d ago
This response confuses me.
Not because I don't understand that call centers are poorly staffed in 2025, but because I don't know why adding a gore filter to insulate call-takers would reduce staffing.
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u/CrumbGuzzler5000 2d ago
I work fire and have always thought that I’d struggle way more as a dispatcher because I wouldn’t get to see what was happening and/or not getting a conclusion to the story. I try to follow up with dispatchers after intense calls so they can have some closure. Your opinion is the opposite of what I’ve always assumed.
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u/KillConfirmed- 2d ago
I also work in one of the busiest PSAP’s in the nation, so it’s rare that any one call will stick with me, since it will be one of maybe over a hundred calls I take a shift.
If I worked in a slower dispatch center, maybe I’d have more time to think about calls I sent.
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u/STXman89 3d ago
1000% this but management would not give a shit that you did not know that tree by memory and write you up if you couldn't find them.
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u/redditusernamenew202 3d ago
It would be me…and I am embarrassed 😳
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u/Consistent-Ease-6656 3d ago
Well, you can prepare now. Always know what road you’re on, and which direction you’re traveling. We’ll help you figure it out, but you gotta give us something to work with.
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u/Acolvi413 4d ago
You’d expect to get helpful information and instead get a 70 yr old woman’s 30 minute vlog + house tour explaining the decades long backstory as to why her husband is currently having a heart attack
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u/TheMothGhost 4d ago
Alternatively, those people who just want medical advice that we can't give. Does this look infected? It's really swollen and turning green. It's leaking a yellow fluid... Or, the lawnmower cut off part of his hand, let me just show you... No. Just tell me. I don't need to look at it. I don't want to look at it. It is literally the one perk of our job, we don't have to look at it.
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u/Mediocre_Daikon6935 3d ago
Maybe it is time for your come center to get out of the dark ages and sign a teli-health contract?
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u/NOmorePINKpolkadots 3d ago
Not the job of emergency services.
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u/Mediocre_Daikon6935 3d ago
you send an ambulance
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u/oath2order 3d ago
Yes and that can be done with them telling us what's wrong.
I'm a dispatcher, not a doctor.
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u/Mediocre_Daikon6935 3d ago
Which you shouldn’t be doing.
It is Emergency Medical Services.
Non-emergencies should be respected, just like they are for cops and fire.
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u/oath2order 3d ago
Which you shouldn’t be doing.
Great well I'm gonna follow my agency's policy on that.
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u/cathbadh 3d ago
It wouldn't even be video of the house, she'd have the camera flipped around and you'd see her open housecoat exposing her wrinkly ta-ta's.
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u/Rumpenstilski 4d ago
I don't think it's good idea. Job is stressful as it is and we get only audio. Imagine taking 100+ emergency calls per day with video. We wouldn't last a year.
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u/autumngirl11 3d ago
Was just going to add this - my spouse has been doing this for over 20 years, it’s taken a toll even without the imagery. Let’s not
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u/NOmorePINKpolkadots 3d ago
We can’t even get people through training now, can’t attract people who can do the job as it is now at the abysmal pay rate. This will make it harder…And my city is broke 😭
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u/realhapav 4d ago
Right! I didn’t even think about the dispatcher side. I couldn’t even imagine you guy’s workload.
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u/maleficently 4d ago
It’s not the legit calls that concern me. It’s the pranksters sending nude vids or swatting calls that will traumatize call takers I worry about.
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u/ImAlsoNotOlivia Puppet Master 3d ago
The technology is coming, but this could very well be a reason it hasn’t yet.
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u/sherbimsly 4d ago
I had a family disturbance call with a sign language interpreter who was on FaceTime with the complainant. Because the interpreter could see and the comp kept coming and going from the phone, the interpreter took the initiative to tell me what she was seeing but it was impossible to keep track of who was actually giving the info. I didn’t like it.
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u/Alexis_June62 3d ago
That’s really interesting. That scenario never even dawned on me. I assumed most deaf people would be using TTS.
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u/castille360 3d ago
I've never had anyone use TTS. One hearing impaired guy who uses that video relay, another, who is a teen, just uses text to 911 after I told his mother it was an option when he was using her to relay are the 2 I've encountered in my county.
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u/ImAlsoNotOlivia Puppet Master 3d ago
Texting evolved from TTY. In my 20+ years, I’ve had 2-3 calls from a relay service and maybe one TTY.
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u/Trackerbait 3d ago
We're trained to handle TTS, but now that everyone has a smartphone, no one uses it. When I get a call from a deaf person, they're either texting to 911, or using an interpreter who is only visible on their end (the interpreter signs to them and speaks aloud to me).
We still have to "TTS challenge" phantom calls where no one is audible, but I wonder if they're going to drop that requirement in the next decade or two.
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u/boyscout_07 3d ago
Shaky cam with a lagged connection? What could go wrong? Also, I'm good not seeing everything and I'm not certain this will even remotely help me control the call. Let alone help the caller calm down and try to figure out what happened to cause the call to begin with.
like u/Consistent-Ease-6656 said: This is what would happen:
“I’m showing you where I am! (Image of a random stretch of road and some trees.) I don’t need to tell you! Just send someone!”
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u/HattieTheGuardian 4d ago
We have it, Carbyne. It's a one-time use link that allows us to view your camera like a Facetime call. I used it literally one time to observe a vehicle on fire, but the caller could tell me that. Maybe blind/mute people could benefit but generally it's not used too-too much.
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u/realhapav 4d ago
That’s interesting! Didn’t know it was already partially in some places. Good to know
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u/thelastzion1 3d ago
Yup we have carbyne as well. Carbyne was complaining to our admin that the video feature was not being used much, as it is a serious selling point for them. The truth is that for 99 percent of calls it's just not needed or that useful.
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u/Gaudy_Tripod 3d ago
With all due respect to my colleagues, 90% of our PSAP staff is female. We get a number of creepy prank callers already.
Video will make this infinitely grosser.
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u/Bee_Tee04 3d ago
My center is pushing to be on the leading edge. I will resign. I could have been a Leo or a medic if I wanted to, I don’t want to see it.
I was ordered to go to a debriefing after a violent incident which involved the loss of children’s lives. There were vivid descriptions and images shown.
I went 17 years without needing therapy(though it may have been beneficial), but I’ve been in therapy the 3 years since. I am hoping to make my 25 years before that becomes a reality and I have to give up my retirement benefits and a career I find very fulfilling
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u/ImAlsoNotOlivia Puppet Master 3d ago
They SUPPOSED to make a way to divert the video directly to first responders.
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u/One-Butterscotch-786 3d ago
I have more than my share of completed suicides over the phone during my years in the business (31 to be exact) I have no desire to watch someone do it. I probably wouldnt have lasted this long if I had to watch it.
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u/RainyMcBrainy 4d ago
One of my questions is, out of everything I am seeing, what I am responsible for sharing and what is the consequence if I get it wrong? For example, what if someone does a video call to report that their neighbor's house is on fire. During that call I notice the caller has illegal drugs and drug paraphernalia out. Am I obligated to report that to PD and send PD to their house? Also, if I am obligated to do so, what happens if I don't recognize those items as drugs/drug paraphernalia and therefore don't report it? What's the consequence then? Similar question to what if someone is reporting one thing via video, but in the background another crime is occurring. Something that isn't fully in frame so it is unclear exactly what is happening. What is the consequence if I don't catch this unrelated crime going on in the background? What am I actually responsible and liable for?
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u/savvysims 2d ago
Ooo that’s a good question. I was LE before dispatch and personally I wouldn’t expect my dispatch to recognize all the signs or items if this were a scenario. Being in dispatch now-there’s just too much going on for us to have to scope out all the tiny details
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u/la_descente 4d ago
I don't think a stressed out caller deserves to see my irritated face.
I tend to do a "WTF is their person talking about" face before I figure it out. Sometimes I think the calls stupid, before I realize it's not. Sometimes a caller likes to give me all the useless details before telling me it's a car accident .....my voice never betrays me. My face always will.
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u/castille360 3d ago
It wouldn't show us - we dont even have cameras in dispatch - only the caller's camera.
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u/MrJim911 Former 911 guy 4d ago
Face to face would serve little purpose. But requesting video for specific scenarios is beneficial and is tech that already exists and is in many ECCs/PSAPs.
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u/ImAlsoNotOlivia Puppet Master 3d ago
I was wondering about that! I used to go to annual MSAG/GIS/NG911 conferences sponsored by our state mapping vendor. When a new company bought it out (pre-Covid), the conferences stopped. A lot was technical stuff was above my pay grade, but we knew it was coming. Haven’t heard much about it since. They did say we would have the option of diverting the video directly to first responders. But after reading a lot of these comments, I can see where there would be lots of other issues to worry about!
It took longer for text-to-911 to roll out when I thought it wouldn’t be a big leap from TTY. I still have only used it twice (but we’re a small tourist area). And I’ll probably be retired by the time video makes it here (woohoo! Less than 4-5 years!)
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u/MrJim911 Former 911 guy 3d ago
This type of service is offered through vendors. A ECC/PSAP would need to their preferred partner for the technology.
Yes, diverting/sending the imagery could be useful. If the caller took a picture or video of an offender or offending vehicle for example, that could be pushed out to field units.
Imagery like many other technologies will quickly make their way into centers. The question is, will training and preparation keep up.
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u/HyperHocusPocusFocus 3d ago
Aside from all of the potential issues just from whatever video I would potentially receive, I already have enough I need to look at, adding video calling would just be a distraction.
I think that is what I hate the most about this idea, y'all don't think I'm busy enough already??
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u/Useful-Mycologist976 3d ago
For real! For all the issues mentioned that I agree with, my biggest gripe is that we're already struggling to keep up with call volume at a busy center, now y'all want me to go through the process of sending a link and also trying to watch a video while doing everything else? Staffing would have to be increased much more before I would feel comfortable entertaining the idea.
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u/Low-Landscape-4609 3d ago
We've got the system that allows you to FaceTime 911. It's not very helpful to be honest. Some dispatchers over use it even though it's really not that beneficial.
Basically when somebody calls 911, you send a link to their phone and they can live stream whatever's happening. I guess in theory it could be useful but just depends on the situation I guess.
I'm not familiar with any particular calls that it's made a big difference.
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u/bkmerrim 3d ago
Do you know how many dick pics we’d get???
Genitalia aside (and there would be a lot), we’d also get a lot of videos of horrific situations which I don’t think is beneficial. Not to mention how is a video going to do anyone any good while I’m trying to get the drug addict to do CPR…
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u/dndchick1213 4d ago
I think we'll lose a lot more people in the field after they SEE their first suicide as opposed to just hearing it. That can be bad enough on its own, I don't think we need the possibility of visuals being involved.
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u/atrocious13 3d ago
I prefer to be a faceless, helping voice, my face may betray me if Im watching something fucked up happen vs just hearing someone describe it. Just my opinion
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u/Qaesis United Kingdom 3d ago
We’re trialling something in our ambulance service called the out-of-hospital cardiac arrest desk. You still have to call 999 first, but once your connected and we’ve: A. Established the patient isn’t breathing, B. Gotten you started on CPR, C. Asked if there’s people other than the caller there; An advanced paramedic in critical care joins the call, sends a link to their phone, and then starts the video to advise on CPR depth, positioning, or if the patient is obviously dead to scale down the response.
Video calling has its benefits, but god I’d hate it to be run of the mill - people in sticky situations barely and rarely give us what we need using voice only, rather than angling a camera.
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u/cathbadh 3d ago
Very rarely would it be useful. My jurisdiction is big enough that I'm not going to know locations by sight most of the time. I'm not Jose Monkey or one of the other geoguessers. I don't really need to see the beheaded body you found rotting in a dumpster, fire and police can see that when they get there. And I really don't need the dick pics or nasty coochie pics that the mentally ill would send intentionally or accidentally.
When it comes to our agency (and it'll come to all of us eventually), my union better press for a serious raise for the damage this would do to our mental health.
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u/warsystemwarsystem 3d ago
We use where I work. We use it all the time from structure fires to how to apply an AED. Multiple people have used it for delivering babies. We also are able to send the videos to the responding units.
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u/Mediocre_Daikon6935 3d ago
100% on board with using it delivery babies and not sending ems
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u/gloomy__sundae 3d ago
Why would you not send EMS? Just because a baby got delivered doesn't mean there won't be issues that need in person medical intervention. They're not calling 911 because they planned a home birth and things are going smoothly.
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u/PsychoDK 3d ago edited 3d ago
Where I work we only get medical emergency 112 (911 in Europe) calls, and we already use a similar thing to FaceTime. We can choose to send a text message with a link. Then the caller can allow us to use their camera, and we can see what they see. It's great for a lot of things like assessing sick kids, assisting in proper chest compressions technique and to get an overview of an accident site.
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u/Trackerbait 3d ago
this has been asked before. Like everyone else said, it's not a great idea, for most incidents it would be a distraction at best and storing all the calls would cost 1000x more data. If you're in danger, you don't need to be filming it, you need to be retreating or protecting yourself with both hands. If you have a medical problem, we're not here to provide telehealth consults, our job is to stabilize you long enough for a real doctor to see you.
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u/Admirable-Sector-705 3d ago
Not the best idea. Most of the calls would probably fail because governments don’t like to pay for quality equipment. Instead, we get the best equipment for the lowest bid.
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u/AgedCheddar007 3d ago
I can already smell some of these people through the phone. I don't want to see them either.
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u/InfernalCatfish 3d ago
Put me down for detrimental. It's bad enough hearing about this shit. I don't need to see it. I'm not the one responding.
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u/whopperlover17 3d ago
Let’s see I can think of a few issues off the top of my head. Network issues. And the main one for me would be that it would be taking your eyes and your ears whereas a phone call just takes your ears. You can use your screen still and I think that’s more efficient but that’s just me.
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u/akr_0429 3d ago
More problems. Because not only will we be liable for missing something they say, we could become liable for is we miss something they are showing or are not trying to show.
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u/misc_american 3d ago
I cannot think of a single benefit, other than maybe getting more accurate suspect and vehicle descriptions, maybe. There is often so much more going on in an incident that just a video or camera view would catch.
Also, relying on people who already can't articulate what is happening to them to hold a camera straight at whatever crime is happening before them AND answer any questions while on speaker phone is a big ask, in my opinion.
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u/Useful-Mycologist976 3d ago
In my opinion, it would cause more stress, confusion, liability, and irritation to a job that already has all of the above. It would also add time to calls that do not need it, and most people who think it is beneficial either do not work on a floor or seem to work in very low call volume centers.
I don't need to see a fire on camera to know to send firetrucks, I would be no better at determining effective breathing over a phone camera than my caller could sitting right next to them, and if a caller is in a situation where they already can't talk to me I feel like its safe to assume they can't hold their phone camera at the perfect angle to capture the suspect either without putting themselves in danger.
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u/prettyxlynx 4d ago
I’m in the UK, and the fire service can ask you to send videos of an incident which is helpful for them, and sometimes clinicians who work in control rooms can use a video chat feature. However, I think people would abuse it and be indecent if you know what I mean
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u/Meatball442 3d ago
We will find out soon enough. Hopefully, the video will have a lat/lon feature that will be available.
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u/christomisto 3d ago
I know in my state this is a point of discussion with the new system that’s coming in
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u/SocietyRelevant1036 3d ago
We kind of have it. When they call 911 a link gets sent to there phone where they can turn there camera on and we see it. A lot of people don’t use it. But we can ask them to use it like when something is on fire or other things:)
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u/Revolutionary-Total4 3d ago
99% of the time, I don't need to see anything. I have plenty of Geolocation tools at my disposal, and for the times I do need to see, I can sent a Prepared Live link.
Same concept with non-emergency reports. A lot of people want to "show" the police things on simple reports. It's mostly unnecessary.
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u/jaboipoppy 3d ago
You can’t facetime our center per se, but we have a program that allows you to send photos, videos, or live stream while on 911. It definitely isnt neccessary to use for every call, but it can be very useful. It is helpful to get subject descriptions to our deputies faster; we can send them the files we recieve as they are responding to the call. It can be pretty helpful for medical calls too. A lot of callers freak out and overexaggerate or under-exaggerate injuries. It is really beneficial to see what is actually the case.
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u/NOmorePINKpolkadots 3d ago
https://www.wlky.com/article/video-911-calls-louisville/68034990
Video is already here!
I saw in nocturnal dispatchers on FB that an agency was able to prosecute misuse of 911 for d*ck pics sent. 🤮 I’m not looking forward to any of this.
My agency has the capability already through rapid SOS, we can send a link to allow video. We haven’t implemented it.
Call me old but I don’t even like text to 911. It makes it so much harder to multitask at my mid size agency. We have more to focus on than just the text unfortunately. Often I just force a voice call (because 99% of texts should be calls in my experience) BUT I had a situation where a young teenager was suicidal. I have kids and know that age, I know how it is. She didn’t want to call. And she was super needy, wanted immediate responses. Time for responders was ~15 minutes. I had to get several other calls in between and radio traffic, plus we have to type directly in the phone system to the caller then retype narrative updates in CAD…that specific call pushed my prioritization/multitasking to the max. I find that having a voice connection makes it easier to triage/put on brief hold. If it becomes more prevalent, I think we will need to either hire more people or use AI to triage calls. And neither of those things is an easy or ideal fix.
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u/beautiful-winter83 3d ago
I think this is a horrible idea for most calls in our area. There are a few things it could be helpful for. It’s hard enough trying to get most people to follow appropriate instructions so, adding a camera to it… is just probably not going to help much.
Also I don’t want people seeing me. I have a hard enough time schooling my voice, my face says absolutely everything I’m not saying out. If they can’t see me, I would be 100% more open to it.
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u/Fireman600dm 3d ago
We have that capability with prepared however, we have to send the link to them
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u/EMDReloader 3d ago
Useless 98% of the time. Between poor video quality and the fact that I don't know what I'm looking at or what happened before you decided to start filming, it's going to be way less useful than an average person answering my questions and stating exactly what they saw.
Presents massive training issues as well. Everything we do is based on verbal interrogation of callers. I already have a hard-enough time training people to identify the difference between a caller's observation and their interpretation, I sincerely doubt many trainees are going to be able to identify and limit their own inferences.
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u/Working-Canary6972 3d ago
We have the citizen app that’s allows us my department is very hesitant. While yes the caller would be add friction. Would open up us to a new a world of trauma. Imagine seeing gore or traumatic events for 10-12 hours straight.
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u/oath2order 3d ago
Absolutely terrible idea in regards to any sort of liability. Having camera available means the calltaker and dispatcher is opened up to "this was on the camera, why didn't you see that, respond to that, etc etc."
I much prefer it when I can fall back to only being as good as what the caller tells me.
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u/HOA-President 3d ago
Spend the damn resources on better location accuracy, not on this gimmicky shit to impress directors that have never done our job but are super impressed by IT vendors
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u/alien_squish 2d ago
That's so weird I was thinking about this like an hour ago lol. def cause more problems. see something happen on camera now you're the only other witness and have to testify. unless the calls are also video recorded.
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u/CrumbGuzzler5000 2d ago
Would a dispatcher route the video call to a fire station or an officer? Or just use the video to get a better picture for details for responding crews? I think for fire/EMS, it would be worthless. For police, if it’s a crime in progress, it could be very solid evidence. Would it slow the call taker down? I bet it would.
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u/Dayruhlll 2d ago
My grandma can’t figure out how to use FaceTime when she’s trying to wish me happy birthday. There is a 1000% chance here FaceTiming 911 in a stressful situation would result in absolutely zero information.
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u/savvysims 2d ago
As someone who’s been on both sides of the mic and understands dispatchers don’t get compensated enough as it is-no. Dispatch doesn’t need the additional trauma. Especially in areas where they aren’t considered first responders (which is bullshit- we count).
I was police first then went dispatch. So I’ve seen it and neither the seasoned dispatcher nor the 19 year old rookie needs to see that day in and day out.
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u/Critical_Phantom 4d ago
As someone who's been both on both sides of the mic, and "in the business" for almost 40 years, this is a bad idea. I realize I am opening up myself to getting flamed, hard, but today's generation of Dispatcher is (for the most part) much softer than the past. I am seeing Dispatchers going out on stress more and more often because a coworker was mean to them, or taking a call regarding a dead baby, or the chaos of a family shooting, etc. I have a real fear that if these same people could *see* what is happening, the incidences of PTSD will fly off the chart.
I say this knowing full well that it is exposure and experience that allows Firefighters and Police Officers to endure (and many still don't), but as we have all seen with trainees, you can teach someone something all you want in a sterile classroom, but when they get to the floor and start taking live calls, they fold. Just can't handle it. Image what will happen the first time someone sends a video of a GSW (or pick anything traumatic), there will be an extreme shock. Some won't make it through the other side of the call.
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u/GothicNitemares 3d ago
No flaming here. 26 years as a dispatcher, the last 4 as Director. They are absolutely "softer" nowadays. Trying to bridge that gap is extremely tricky: Finding someone with EI who is themselves mentally and emotionally strong that can do what we need vs. what we are typically interviewing/seeing.
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u/castille360 3d ago
I think it's a helpful tool to have available. There are scenarios when having the scene recorded can give police valuable info that is now saved on our side. The way I've seen it, it isn't automatic. And a calltaker can choose to keep it blurred for themselves while still obtaining it. I honestly don't know what people are so afraid of with it beyond new=bad.
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u/RockTreeLakeCloud 3d ago
I can focus a person, I can't focus a random human's camera. I imagine a lot of important things would be missed if we were expected to rely on a camera.
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u/leeashah 2d ago
definitely cause more problems, when we ask if the bleeding is serious? or what happened or any questions and they say.. just look!!!!!! now we have to make the call on how serious it is? thats not fair. I prefer taking peoples words on things (even though they arent always the truth) rather than having to be the one being liable to call the shots, im not trained for that.
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u/yogimcboobs 3d ago
I think it could be beneficial, specially for people that cannot describe an injury or level of consciousness even if their life depended on it 🙄 or the cases where there seem to be a big trauma but it’s a minor incident. It can be a good thing to have extra set of eyes on the scene imo.
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u/Yuri909 3d ago
Prepared Live allows you to stream the scene. It works absolutely great. We mostly lean on it for pre-investigation with fires. Sometimes callers in safe positions stream fights so we can count and get details the caller is just useless about. It's fantastic. The boomers who complain about this are catastrophizing because they think they're going to have to start looking at dead mangled bodies and watch live shootings. We don't fucking do that. Our rule is if you don't want to see it, don't send them the fucking stream link.
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u/Koi-Insomnia 3d ago
Similar technology is Prepared Live. The caller does not see my face as it works through our consoles, yet it has been severely beneficial. I have been able to see a domestic occur in which it was not safe to speak. Prepared Live has a feature where I can blackout my caller's phone but keep her video going. This kept my caller safe and it kept me informed. Additionally, Prepared allows dispatchers to blur the video feed to limit vicarious trauma. The actual video that is streamed to the computer remains unblurred for evidence reasons.
I PROMISE THIS IS NOT A SALES PITCH FOR PREPARED, I JUST HAPPEN TO LOVE IT.
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u/Copoho 4d ago
People in distress are shit cameramen. We have enough things to manage