Inside the high-stakes world of designing for 911 operators

Anita Pitt sits at her desk, where she speaks with a melodious Texas drawl. She doesn’t convey any particular sense of urgency, and yet, over the past 37 years as the 911 program manager for the Brazos Valley Council of Governments, her entire job has been about conveying urgency. She manages the staff and technology in her region as a small but vital part of the network of 6,100 emergency call centers scattered across the United States. These call centers field 200 million calls a year… READ MORE