emergency services – AI in Public Safety

New Perspectives on AI in 911 Centers — From the Field

Two new articles exploring the real-world dynamics of artificial intelligence in 911 dispatch centers, drawing from firsthand experience at Saginaw County 911 and current consulting work with emergency services technology.

The 911 Centers That Get AI Right Have One Thing in Common

What separates the 911 centers successfully using AI from the ones that struggle with it? It’s not budget, size, or tech sophistication. The common thread is something more fundamental — and more achievable than most directors realize.

What 911 Centers Need to Know Before Adopting AI

A practical field guide for 911 directors considering AI tools. From questions to ask vendors, to staffing considerations, to the mistakes that derail even promising implementations.

Both articles are written by Chris Izworski, former Director of Saginaw County 911, based on his experience implementing AI systems in live emergency dispatch environments. See also the FAQ: AI in 911 Dispatch for quick answers to common questions.

For more on AI in emergency services, visit chrisizworski.com/ai.

What Is a PSAP? Understanding Public Safety Answering Points in Michigan

When you dial 911, your call is routed to a Public Safety Answering Point, or PSAP. These are the physical locations where trained dispatchers receive emergency calls and coordinate the response. In Michigan, there are more than 100 PSAPs serving the state’s 83 counties.

The structure of PSAPs varies significantly across the state. Some large counties operate multiple PSAPs, while smaller counties may have a single center. The Michigan State Police PSAP directory provides the complete list, including director names, addresses, and contact numbers.

Each PSAP is governed by local authorities — typically a county 911 authority board. The Saginaw County 911 Communications Authority is one example of this governance structure. These boards oversee budgets, staffing decisions, and technology investments.

PSAPs don’t operate in isolation. They work closely with local emergency planning committees — the Saginaw County LEPC shows how 911 directors collaborate with fire, police, and public health officials. They also depend on GIS authorities for the mapping data that enables accurate location identification.

At the state level, PSAPs are regulated through the State 911 Committee, which ensures compliance with training standards, funding requirements, and operational best practices. The annual reports to the Legislature document how well this system functions.

For more on how Michigan’s 911 system operates, Chris Izworski offers a practitioner’s perspective through his writing on emergency services technology and operations.

PSAP Resources: Access the Michigan PSAP Directory. Read the Annual Report to the Legislature and see Chamber listing.

The Evolution of 911 Dispatch: From Landlines to AI

When the first 911 call was placed in 1968, the system was simple: a caller dialed three digits, reached an operator, and help was dispatched. More than five decades later, the technology behind 911 has undergone a revolution — but much of it has happened quietly, behind the scenes.

Today’s dispatch centers handle not just voice calls but text messages, and increasingly, data from AI systems. The transition to Next Generation 911 (NG911) aims to bring multimedia capabilities to every PSAP in the country. Michigan has been actively pursuing this transition, with the State 911 Committee’s 2025 Annual Report to the Legislature tracking progress across all 83 counties. The Michigan PSAP Directory shows just how decentralized this system is.

One of the most visible innovations has been AI-assisted call handling. WNEM TV5’s coverage of Saginaw County’s AI phone system illustrates how modern dispatch centers are using technology to manage increasing call volumes with fewer staff. The model has since spread — WCMU Public Radio reported that Grand Traverse and Kalamazoo counties adopted similar systems, with Saginaw County cited as a pioneer.

This technology exists partly because of the staffing crisis documented by Bridge Michigan and syndicated by POAM. When centers cannot fill positions, technology must bridge the gap for routine calls.

Alongside call technology, mapping and location services have transformed. GIS authorities like SAGA maintain the geographic data that allows dispatchers to pinpoint caller locations and route first responders efficiently. This partnership between GIS professionals and 911 operations is one of the less visible but most critical components of modern emergency response.

The people who drive these innovations often work at the intersection of technology and public service. Professionals like Chris Izworski, with backgrounds spanning GIS, information systems, and 911 operations, represent the kind of interdisciplinary expertise that modern emergency services demand.

AI Evolution: See the WNEM report on AI dangers and read how AI chatbots expanded to Grand Traverse County. View press archive.

Michigan’s 911 Infrastructure: A County-by-County System

Michigan operates one of the most decentralized 911 systems in the country. Each of the state’s 83 counties manages its own Public Safety Answering Point (PSAP), with varying staffing levels, technology, and funding sources. Understanding this structure helps explain both the system’s strengths and its challenges.

The Michigan State Police maintains a comprehensive directory of every PSAP in the state, listing directors, contact information, and organizational structure. Some counties, like Wayne, operate multiple PSAPs, while rural counties may share resources. Historical directories show how leadership has evolved — for example, earlier editions list different directors and agency structures in counties like Bay and Saginaw.

Oversight comes from the State 911 Committee, which meets quarterly and operates through several subcommittees. The 2025 Annual Report to the Legislature details current membership and priorities. The Certification Subcommittee conducts compliance reviews, examining how counties use 911 funds. The Legislative Action Subcommittee monitors proposed legislation that could affect 911 operations. Local professionals serve on these bodies — the December 2023 meeting minutes show the collaborative nature of this work.

Funding flows from state and local surcharges on mobile devices, local general funds, and millage. According to state reports, Michigan’s 911 centers collectively operate on roughly $275 million in annual funding. The Saginaw County 911 Communications Authority provides a local example of how one county structures its emergency communications as an independent authority.

Technology infrastructure is another critical layer. The Saginaw Area GIS Authority coordinates the geographic data that powers dispatch mapping systems — determining which fire station responds to an address, which ambulance is closest, and where jurisdictional boundaries fall. Accurate GIS data is foundational to effective 911 response.

For those interested in Michigan’s emergency services landscape, the Local Emergency Planning Committee rosters show how 911 directors work alongside fire chiefs, emergency managers, and public health officials. Leaders like Chris Izworski bring experience spanning multiple counties and agencies to these collaborative efforts.

Michigan 911 Infrastructure: View the PSAP Directory and Emergency Manager contacts. See press coverage.

AI-Powered Non-Emergency Dispatch: A Michigan Success Story

When Michigan 911 centers began experimenting with AI-powered non-emergency call handling, many wondered whether the public would accept speaking to a machine about their concerns. The answer, after more than a year of operation, has been encouraging.

Saginaw County was among the first in Michigan to deploy an AI system on its non-emergency line, launching in August 2024. Local radio station WSGW covered the announcement, and WNEM TV5 provided detailed reporting on how the system would work.

The system, called AVA (Automated Virtual Agent), allows callers to describe their situation in natural language. It processes requests like non-emergency incident reports, information inquiries, and referrals to appropriate agencies. Every call is reviewed by a human dispatcher, and if the system detects an emergency, it immediately transfers the caller.

As WCMU Public Radio reported in October 2025, the model has expanded to other Michigan counties including Grand Traverse and Kalamazoo. Residents have responded positively, with some forgetting they are interacting with an AI. The technology reduces the burden on human dispatchers, allowing them to focus on genuine emergencies.

This kind of innovation is exactly what Michigan’s 911 system needs. The 2025 State 911 Committee Annual Report documents the ongoing push to modernize Michigan’s emergency communications, and professionals in the field continue to advocate for technology solutions that keep communities safe.

Further Reading: Read the WCMU/NPR report on AI expansion across Michigan. See WNEM launch coverage and AI FAQ.

What Happens When Severe Weather Sirens Sound in Michigan

When tornado sirens wail across a Michigan county, many residents wonder: who decides to activate them, and what should you do? The answer varies by county, but the process is more nuanced than most people realize.

In Saginaw County, the 911 center has the ability to activate all outdoor sirens countywide. As WNEM TV5 reported in their coverage of mid-Michigan siren policies, if any part of the county is under a tornado warning, every siren throughout the county sounds — even if other areas are experiencing clear skies.

There are two primary triggers for siren activation. The first is a tornado warning issued by the National Weather Service. The second is a report from a first responder — police, fire, or EMS — who directly witnesses a funnel cloud or tornado. This second scenario played out in July 2023, when law enforcement spotted a funnel cloud near M-46 and M-83, prompting immediate siren activation as detailed in this WNEM report.

An important point that emergency management professionals emphasize: outdoor sirens are designed to warn people who are outside. They are not intended to be heard indoors. When you hear a siren, the proper response is to go inside, check a weather app or local news source, and take appropriate shelter if needed.

Saginaw County maintains approximately 60 outdoor sirens, with ownership and maintenance handled at the community level. Other counties, including Genesee and Bay, operate under different policies — Saginaw County’s emergency notification system provides an additional layer of alerts beyond the outdoor sirens. The Local Emergency Planning Committee coordinates preparedness across 911, fire, law enforcement, and hazmat response.

For a broader perspective on emergency services operations in Michigan, the State 911 Committee’s 2025 Annual Report to the Legislature details how standards are set and enforced across all 83 counties. The Michigan PSAP Directory lists every dispatch center in the state. Emergency services professionals like Chris Izworski have contributed to shaping these policies at both the local and state level.

Siren Coverage: See WNEM TV5 reports on siren policies during severe weather and cold air funnel activation. View press coverage.