About
South Summit Dispatch is a regional PSAP and dispatch center serving southern Summit County in suburban Ohio. They handle emergency and non‑emergency calls and dispatch for police, fire, and EMS.
Challenge
Non-Urgent Calls Diverted Team Focus
As the Manager of South Summit Dispatch, Leslie Hayman leads a twenty-person team that handles emergency dispatch services for five jurisdictions within the county. With only four dispatchers on each shift, balancing critical incidents alongside routine calls—while ensuring every caller receives the attention they deserve—demands constant focus and precision.
While non-emergency calls, like lost pets and parking questions, still require careful follow-up, they divert valuable attention away from high-stakes work. “We’re already juggling multiple responsibilities, like coordinating field units and taking down incident dispatch details into our CAD system,” Leslie explains. “Talking to a lot of people who don’t need urgent assistance can take focus away from emergency callers.”
During peak periods, like holidays or stretches of severe weather, non-emergency requests surged. Leslie’s team managed the volume well, but she knew that the influx added pressure to an already demanding role. That’s when colleagues from the City of Akron, Summit County, and SECC introduced her to Aurelian.
At first, Leslie was cautious. She knew that new technology could disrupt time-tested dispatch workflows—and she didn’t want callers trapped in a rigid, automated system. But Aurelian’s promise was compelling: fewer interruptions, more breathing room for her team, and sustained service quality.
So, she booked a demo. And after seeing the tool in action, she realized it was the natural, flexible solution that South Summit needed.
Solution
AI-Powered Call Triage Protects Dispatcher Focus
Aurelian’s onboarding was fast and intuitive. Using their pre-built workflows for common calls as a guide, the team quickly adapted the platform to South Summit’s internal policies. From there, Aurelian’s 24/7 AI voice assistant immediately started fielding calls on non-emergency lines with the same care and consistency as a live dispatcher.
Once the team saw how naturally Aurelian handles reports, they embraced it. Built with input from public safety leaders, the system uses real-time intent detection to recognize both urgency and nuance. If a caller reports a genuine emergency—like a fallen tree blocking a roadway—the AI immediately routes the call to Leslie’s dispatchers for live handling.
For all non-urgent matters, Aurelian handles the interaction end-to-end, capturing and logging details automatically. For instance, if someone calls to report a stray dog, Aurelian engages in a natural conversation to gather every detail—like the caller’s location, name, and a description of the animal. Once information is collected, the voice assistant informs the caller that a dispatcher will review their case.
Next, call information is instantly populated in Aurelian’s system and flagged for dispatcher review. This process ensures that all callers are acknowledged promptly—without pulling dispatchers away from emergencies and high-priority events.
Once a team member reviews the call details, they decide if follow-up action is needed. From there, dispatchers can send case details directly to their CAD system with just a few clicks. Because Aurelian integrates directly with South Summit’s existing workflows, handoffs are seamless—with minimal manual input.
And if Leslie’s team has any questions, they know Aurelian always has them covered. The platform’s feedback tool also allows South Summit to suggest any refinements that might improve the intake and triage process.
Results
Instant Response to Every Call
By partnering with Aurelian, South Summit’s lean team stays focused on what matters most: rapid and accurate emergency response.
Today, South Summit maintains high service quality and alleviates burnout regardless of the call volume. As dispatchers prioritize incoming 9-1-1 calls, Aurelian handles all general inquiries in the background, gathering essential information and ensuring everyone receives timely assistance.
Looking ahead, Leslie is excited to explore how Aurelian’s texting feature could enable residents to submit non-emergency requests directly through the dispatch center’s website. This addition will expand accessibility and further reduce phone traffic during peak periods.
