Case Study: Hamilton County 911 Emergency Communications District achieves dramatic QA growth and doubled efficiency with VPI EMPOWER 911

Hamilton County 911 Emergency Communications District - Customer Case Study

Hamilton County 911 Emergency Communications District, the Chattanooga-area PSAP with more than 130 telecommunicators handling roughly 2,000–2,500 calls daily, faced an aging recorder and a laborious QA process reliant on spreadsheets, with limited CAD, radio and VoIP integration, no console screen recording, and no automated E‑learning or notification workflow. To address these gaps they selected VPI and deployed the VPI EMPOWER 911 suite (implemented and supported by Replay Systems) to centralize recordings, CAD capture, QA and training.

VPI delivered a fully integrated solution combining voice and console screen recording, CAD data capture, QA workflows, real‑time notifications and reporting/analytics. The result: Hamilton County increased QA evaluations from about 90 per month to roughly 1,680, doubled evaluation efficiency, achieved faster feedback and more consistent scoring, and gained automated reporting and accountability that improved service quality.

Hamilton County 911 Emergency Communications District

Tami Chamberlain

Training and QA Supervisor