Using Advanced CAD and 911 Features in Hamilton County, TN

Jeff Carney, Director of Operations with Hamilton County ECC, TN, talks about how his agency uses automated features of NG911 and CAD Enterprise to free up their dispatchers’ time. Abandoned call processing, CLQ (Caller Location Query) and Text-to-911 are all features his agency uses to help their 911 team work more efficiently and keep citizens safer.

These automated tools take on routine tasks that used to require manual attention, giving dispatchers more bandwidth to focus on active calls and critical decision-making. Abandoned call processing helps the team quickly clear calls that don’t need a response, so no time is wasted on follow-up that isn’t necessary. CLQ gives dispatchers faster access to a caller’s location, cutting down the back-and-forth that can slow response times during an emergency. And Text-to-911 opens up another channel for residents to reach help, especially in situations where a phone call isn’t possible or safe.

Together, these features have helped Hamilton County ECC build a more efficient, more responsive 911 operation. For agencies exploring ways to modernize their call-handling technology, Hamilton County’s approach shows how automation can support dispatchers rather than replace them, freeing up their time so they can focus on what matters most: helping residents get the assistance they need, faster.

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