About
MACC (Multi Agency Communications Center) 911 is the primary PSAP for Grant County, Washington. Their team of highly dedicated public servants handles emergency response, dispatch for police, fire, and EMS, as well as general inquiries for local agencies.
Challenge
Routine Call Volume Strained Emergency Response Capacity
As the primary PSAP for Grant County, Washington, MACC 911 serves as a lifeline for its community. Every day, its dispatchers field hundreds of calls with unwavering patience and commitment.
“The range of calls we handle is incredibly broad, from officers calling for backup to reports about lost pets,” shares Director DT Donaldson. With emergencies always taking precedence, dispatchers often had to keep routine conversations brief—offering the necessary response but not always the reassurance or attention they wished they could give.
As volume climbed, the balancing act—between moving quickly through a growing queue and remaining vigilant to identify any sign of an emergency—became even harder to sustain.
As the Fourth of July approached, DT launched an online portal to shift non-emergency traffic off the phones. It was clear when the portal received only a few submissions that, for most community members, filling out a form felt slower and less convenient than making a call.
DT understood that success would require maintaining the current process for the public, but making it faster, calmer, and more supported behind the scenes. Instead of asking people to change how they reached out, he aimed to improve what happened after they dialed.
Internally, any solution also had to fit into existing workflows to avoid a steep learning curve for dispatchers and disruptive process changes.
DT began prototyping an AI solution using AWS Connect and a third-party CAD integrator. Ultimately, however, he decided that his time and that of his team was best spent serving the community. That’s when he went looking for a dedicated partner that could deliver a reliable, low-overhead system with strong support and room to grow.
After evaluating several vendors, he found the one that matched MAC 911’s needs: Aurelian.
Solution
AI Voice Assistant Handles Non-Emergency Calls End-to-End
With hands-on support from the Aurelian team, DT easily configured the platform to MACC 911’s triage logic, escalation triggers, and internal policies. After this smooth implementation, Aurelian became the first point of contact for routine inquiries.
Purpose-built for public safety, Aurelian’s AI voice assistant follows the same triage steps and decision points dispatchers use every day. Once it picks up the phone, the assistant engages in a natural conversation to gather all necessary details. Critical cues and shifts in urgency are detected in real time, enabling instant escalation for true emergencies.
For calls determined to be routine, the assistant confirms details, asks follow-up questions, and reassures worried community members—so everyone feels heard and supported throughout the conversation.
“A person was on the phone for ten minutes giving a report about their lost dog,” explains DT. “Aurelian captured everything without any rush, so dispatchers could stay focused on more critical incidents.”
But Aurelian’s impact doesn’t stop at call intake. Once a conversation wraps up, the platform generates a structured, CAD-ready summary for dispatcher review, including key details like location, caller information, and incident description. From there, the MACC 911 team quickly determines next steps.
This streamlined workflow has also unlocked an unexpected benefit: remote work. Because reviews happen offline, dispatchers can complete them from home. “If a dispatcher needs to stay with their kids or has trouble traveling, they can now support the team without impacting coverage across shifts,” highlights DT.
Throughout implementation and beyond, Aurelian has proved to be a true partner. Whenever DT has a question or feedback, Aurelian responds near-instantly, with requested adjustments going live within days. This support ensures the platform evolves alongside MACC, creating lasting value.
Results
66K Calls Handled Automatically in One Year with Aurelian
By deploying Aurelian, MACC 911 has transformed how dispatchers work. The team can now stay fully focused on emergency response, while routine callers still receive the care and attention they deserve. By handling non-emergency intake, Aurelian safeguards dispatcher bandwidth and strengthens support for the entire community—no matter the call volume.
Looking ahead, DT sees Aurelian as a key part of MACC 911’s operational strategy. As the center continues to refine its workflows, the platform will keep pace—multiplying team capacity while preserving full control of emergency response.
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