Joni Harvey, State 911 Administrator, in a press release from the Michigan State Police, has reflected on the exceptional dedication of Michigan’s 911 professionals over the past year.

Telecommunicators operate through many challenges.

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Despite facing ongoing challenges, including the integration of new technologies like video and what3words, as well as the implementation of location-based routing for wireless 911 calls, she says these professionals have remained steadfast in their commitment to serving Michigan’s residents, visitors, and public safety partners.

Dedication and adaptability saves lives.

Harvey emphasizes the consistent display of dedication and adaptability exhibited by Michigan’s 911 telecommunicators in the press release, underscoring their unwavering efforts to deliver top-notch services year-round even during another year of staffing challenges which Harvey says increases stress and workload.

In Michigan, 911 centers serve as the primary hubs for dispatching police, fire, and EMS responses. Beyond swiftly responding to emergency calls, telecommunicators play a multifaceted role, offering pre-arrival instructions, activating weather alerts, and coordinating various auxiliary services such as medical examiners and utility notifications.

Different platforms have to be managed.

Operating across diverse communication platforms, including wireless, landline, VoIP, smart devices, and text messages, these professionals ensure that every call receives prompt and effective attention.

The Chair of the SNC, Jeff Troyer, stated, “National Public Safety Telecommunicators Week is dedicated to the men and women who serve as the heartbeat to public safety emergency services. Many are over-worked and receive very little recognition as the first, public safety first-responder. Please join me in thanking and commending all public safety telecommunicators throughout the state of Michigan who consistently safeguard lives with compassion.”

Established in accordance with Public Act 79 of 1999, the SNC comprises 21 members dedicated to fostering the successful development and operation of 911 systems statewide.

Key Insights into Michigan’s 911 Services:

• Michigan boasts 134 primary Public Safety Answering Points (PSAPs).
• As per the SNC’s 2023 Annual Report to the Michigan Legislature, telecommunicators answered a staggering 6,054,377 911 calls, responded to 29,337 texts-to-911, and addressed 7,145,580 non-emergency 911 calls.
• Approximately 2,200 telecommunicators serve in Michigan.
• Certified 911 telecommunicators undergo rigorous training, including 80 hours of basic and advanced dispatch training within their first 24 months of employment, along with ongoing continuing education requirements.
• Michigan is making strides in transitioning to IP-based services, with 81 counties already converted, paving the way for enhanced Next-Generation 911 call handling. Additionally, 82 counties and three Wayne County Service Districts have implemented text-to-911 services as of February 2023.