Minneapolis to drop ProQA – wants 911 workers to talk & think for themselves

In what I hope will be a move that inspires 911 centers across the country, the City of Minneapolis has decided it’s better for call takers and dispatchers to rely on their brains to help the public instead of reading verbatim from scripts. After many complaints, Minneapolis 911 officials have decided to end its two-year use of ProQA. Critics, including union officials and a former veteran 911 employee, have called the use of the software “dangerous” and “detrimental”. They claim it’s slowing responses and failing to get key and timely information into the hands of those responding. The people publicly lobbying against the software also say its use is responsible for many vacancies in the city’s 911 center.

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