Emergency communications director says new AI will review 100% of calls; staffing remains a top budget issue

Jada Lee, director of Emergency Communications & Citizen Services, told the City Council the 911 profession has changed dramatically and the department is using AI to reduce non‑emergency workload and focus staff on core 911 operations.

"We have been using an AI tool on the front end of our non‑emergency and administrative calls for about a year and a half going on two years," Lee said, adding the software has helped redirect routine calls away from live call takers. She described a recently acquired AI platform that staff expect to "review 100% of every call" for quality assurance and to streamline training by automating scenario delivery.

Lee said the city has increased recruitment and retention efforts — hiring bonuses, employee referral bonuses, quarterly stay interviews and staff‑led recognition — and is piloting "traveling dispatchers" (contracted experienced call takers) to cover summer staffing gaps. She also noted a budget transfer increase from the water and sewer fund for 311 coverage from $83,424 to $141,396, and said ECCS carried vacancies that the department hopes to fill with a July academy.

Council members asked about AI accuracy and safeguards; Lee said staff will load policies and procedures into the software, monitor initial outputs, and retain human oversight for quality assurance.

What happens next: ECCS's requests and the new AI platform are integrated in the FY 2026–27 budget proposals; council members indicated support for staffing and expressed interest in facility and operational tours.