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How to be a Caller-Centric 911 PSAP

Dr. Heidi Kevoe-Feldman, Associate Professor in the Communication Studies Department at Northeastern University, talks about how PSAPs can provide exceptional caller-centered service to the communities they serve.

Together, we tackled:

  • 911 Communication Dynamics: Learn how telecommunicators communicate for action, not just information.
  • Talk and Interaction: Understand why analyzing talk is vital in 911 settings, how talk and silence function, plus techniques to steer a caller back on track.
  • Language Use in 911: Explore the importance of question design, the impact of different question types, and the significance of using the right tenses.
  • Telecommunication Skills: Recognize the value of mastering specific communication skills essential for telecommunicators.

This free webinar is designed for anyone interested in improving their communication skills in high-stakes environments, particularly in emergency response.

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On-Demand Webinars

View the latest trends, best practices and hot topics featuring PowerPhone call handling experts, premiere clients and industry thought leaders. Free and on-demand, no sales pitches, just innovative solutions to your toughest challenges.
Stay tuned for our next webinar.

Women’s Voices, Women’s Challenges: Resources to Succeed in 911

In this webinar, co-hosted with Sara Weston of 911der Women, we discussed the following:

  • The unique obstacles and challenges women encounter in the emergency communications industry.
  • Strategies to combat burnout and maintain resilience in high-stress environments.
  • Actionable steps to advance your career and thrive in the dynamic field of 911.

The Aftermath of Critical Calls

In this webinar, we discuss the different ways that stress and emotional distress can impact dispatchers who experience critical calls, as well as:

  • How trauma and stress effects the body and the mind.
  • Immediate trauma responses and how to handle them.
  • Where to get help, both in and outside of your PSAP.
  • How to reduce your workplace stress and treat PTSD.

Combating Turnover

911 organizations around the country are working with empty seats as job postings go unfilled, and remaining staff face the stress of mandatory overtime and burnout.  In this webinar, we explore strategies agencies are taking to:

  • Find and retain quality telecommunicators
  • Minimize overtime and lower stress levels
  • Set call takers up for long-term success
  • Reduce agency costs

You asked. We listened.

From new protocols like Officer Down and Lost Person, to new procedures such as Stuck Accelerator, we’ve enhanced our call handling software to better serve your agency.  Take a look with us!

Let's take a look at Total Response 5.4 together

We’ve optimized our Total Response software to give you more control, tools and information when you’re handling calls where seconds count. Check out some of the improvements including new third party interfaces, enhancements to our CAD narrative and much more.

What's New at PowerPhone: A Look at 2022 and Beyond

Listen to our rundown of 2022, review some of the newest features and upgrades to Total Response, take a a glance at our one-of-a-kind Site Licensed Training portfolio, and learn what’s on the horizon for PowerPhone.

Responding to an Active Shooter Incident

Join us for a conversation with an active shooter expert facilitated by PowerPhone. We talk with Chief Marc Montminy, Chief of Police for the Uxbridge Police Department in Massachusetts, about the tools your agency needs to navigate an active shooter incident.

The Power of Positive QA

Would it surprise you to learn that most employees view Quality Assurance programs as a negative process that only looks for problems and assigns fault? Does this describe your QA process? An effective QA process uses a balance of recognition and acknowledgment to encourage and reinforce good performance and training and guidance to remedy mistakes.

How to Choose a Protocol Vendor

Deciding to deploy a protocol system can seem like a daunting task. Card sets or software? EMD only or multi-service protocols? How will it work with CAD? Learn best practices from others who have successfully navigated the process and discover the keys to making the right choice for your center.

More Than EMD

EMD has become the norm for most agencies. But medical calls account for less than 10% of a typical 911 center’s call volume. Why can’t the same call handling standards be applied to police and fire calls as well? They can, and agencies across the U.S. are doing so already, with impressive results.

Making Protocols Work For You

What if all your call takers were on the same page? From the newest hire to the most seasoned dispatcher, what if each was equipped with the tools to provide actionable information to your callers AND your responders. What if that information was specific to your agency and those you serve? Not only is it possible, but agencies across the U.S. are doing it already.