Why a Communications Center Belongs in a Police Agency’s Technology Plan

Coming off of another National Public Safety Telecommunicators Week, including the communications center in your agency's technology plan is important. The essential work of hard-working telecommunicators and 911 dispatchers is often the first point of contact in an emergency. Though they may not be seen at the scene, their voices and decisions are vital to officer and community safety. According to the U.S. Bureau of Labor Statistics, the number of public safety telecommunicator jobs in 2023 was approximately 102,700, many of whom manage dozens or even hundreds of calls per shift. 

These communications professionals are tasked with collecting key information in moments of crisis, maintaining communication with officers in the field, and coordinating multi-agency responses—all while managing the stress and unpredictability of the job. Their work is foundational to successful public safety outcomes, and the technology they use plays a significant role in supporting their performance, accuracy, and well-being.  

Recognizing dispatchers as critical partners 

Telecommunicators are responsible for quickly assessing calls, coordinating multi-agency responses, and relaying critical information to officers in the field. According to the National Emergency Number Association (NENA), an estimated 240 million 911 calls are made annually in the United States, not including calls to non-emergency numbers and administrative phone lines. According to the same NENA statistics, about 80% of 911 calls come from wireless devices, adding to the complexity of pinpointing caller locations, understanding incident dynamics, and adding the possibility of text and video information for the telecommunicator to sort through.  

With the large numbers of incoming calls for service, triaging the incident and prioritizing the response quickly and effectively is necessary. Technology has become a key component of that dispatch efficiency. Today’s computer-aided dispatch (CAD) systems increasingly integrate with tools like incident alerting platforms, transcription services, video and text chat modules, geolocation services, and many more, giving dispatchers real-time data they can share with responding units. This results in better-informed field response and more accurate resource deployment, making the communications component critical for public safety response.  

Public safety communications technology 

Including the communications center in a department’s overall technology plan allows for more strategic investments that benefit the entire agency, such as shared platforms, cross-functional training, and scalable upgrades. Telecommunicators serve as the central hub of public safety activity; when their tools are modern, aligned, and fully connected to the systems officers rely on, the entire response chain becomes more efficient, cohesive, and resilient. 

Additionally, interoperable communication platforms allow agencies to coordinate across jurisdictions and disciplines more efficiently. Systems built on open standards can connect local law enforcement with EMS, fire, and federal partners, ensuring a unified response when it matters most. Integrating LTE networks into public safety communications has also enabled faster, more reliable data exchange, even in remote areas or during high-demand emergencies. 

Strengthening coordination through technology 

Effective policing depends on coordination. Officers rely on dispatchers not just to relay information but also to help them maintain awareness of potential risks, available resources, and updates from the field. That shared sense of mission—one team working toward the same goal—is strengthened when both sides are supported by clear, connected technology. Agency leaders can foster this connection by ensuring their dispatch and patrol systems are interoperable and complementary. 

For example, when patrol schedules, resource deployment data, and officer locations are visible to dispatchers in real time, they can make faster, more informed decisions. In turn, officers in the field are more likely to receive accurate and timely updates that enhance their safety and efficiency. This isn’t about reinventing systems from scratch—it’s about ensuring the tools used across an agency align to support the flow of information between dispatch and the field. When that connection is strong, the entire agency benefits. 

Teamwork makes everyone stronger 

Communications center staff are not auxiliary—they’re essential. Their insight, calm under pressure, and ability to guide citizens and sometimes even officers through the most chaotic situations should be matched with tools that support them at every stage of their shift. When thoughtfully selected and implemented, technology reinforces the trust and teamwork that define the best public safety agencies. 

Technology in the public safety communications center is no longer a stand-alone consideration—it’s a core component of any law enforcement agency’s operational effectiveness. The tools used by telecommunicators directly impact officer response times, situational awareness, and community outcomes. If dispatch systems aren’t integrated into the agency’s broader technology strategy, communication, data sharing, and coordination gaps can emerge that ultimately affect field operations. However, when thoughtfully selected and implemented, technology reinforces the trust and teamwork that define the best public safety agencies.