RiverCom 911 implements technology enhancement to streamline services
Following the lead of other 911 centers, and upon support and approval from the RiverCom Administrative Board, RiverCom 911 secured a multi-year service contract with Aurelian.
The system will introduce an automated assist, known as Ava, which will answer RiverCom’s business line (non-emergency calls), talk informally with the caller in real time, gather information, triage if there is an actual emergency, and either route the call, create a dispatch-ready summary, or resolve the issue entirely. This will provide a far smoother and more responsive experience for callers, addressing the frustrations some have expressed with the call‑tree recording currently answering RiverCom’s non-emergency business line.
911 emergency calls will still be handled by on-duty Telecommunicators
All calls requiring public safety assistance are reviewed and monitored by dispatchers. Several fail-safes are featured in the solution. If Ava is unable to understand the caller's needs or determines the incident to be an emergency, the call will immediately be transferred to a dispatcher. RiverCom encourages callers to call the business line for support and provide as much detail as possible for better service and zero hold times on this line.
RiverCom receives more than 100,000 non-emergency calls annually. By using technology to assist with routine call types, the agency aims to reduce hold times, improve service to the community, and protect dispatcher availability for high-priority incidents.
RiverCom evaluated a representative sample of calls prior to implementation to assess where automated assistance could support operations. The results indicated that many routine non-emergency requests could be handled efficiently through the system, allowing dispatchers to focus their attention where it is needed most, on emergencies.
This technology works alongside RiverCom’s team and does not replace telecommunicators. It integrates with existing workflows, serves as an additional tool designed to strengthen service delivery and reduce unnecessary workload pressures. Additionally, it helps ensure residents receive clear guidance and faster service for non-emergency calls, while keeping telecommunicators focused on emergencies.
Our intended 24/7 deployment will be Thursday, April 9, 2026. Leading up to this date, we provided comprehensive training to our telecommunicators, conducted a number of test sessions, and communicated this transition to our key public safety partners across the region, to ensure their awareness, and extended invitation to a live demonstration on the service features of Aurelian.
RiverCom encourages residents to use 911 for emergencies and to continue using the non-emergency (509-663-9911), line for routine requests. This enhancement is intended to improve service access while maintaining the high standards of public safety the community expects.