{"resourceId":"govtech-lake-county-ohio-eventide-emd-ai-qa-20260930","versions":[{"version":"external-b25d50b1de6e2a0d6cda923c6959286ceed84c2cf1da20fbafa2918b91800be7","resource":{"id":"govtech-lake-county-ohio-eventide-emd-ai-qa-20260930","title":"GovTech/cleveland.com: Lake County, Ohio approves Eventide AI to review 100% of EMD calls","organization":"Lake County Central Communications / Lake County Board of Commissioners (reported by cleveland.com via GovTech)","sector":"County 911 / emergency medical dispatch QA","geography":"United States (Lake County, Ohio)","publishedAt":"2026-09-30","publicationDate":"2026-09-30","eventDate":"2026-09-29","sourceName":"GovTech (Tribune/cleveland.com)","sourceLabel":"GovTech republish of cleveland.com report on Lake County Eventide AI EMD quality assurance","sourceUrl":"https://www.govtech.com/em/preparedness/lake-county-ohio-adds-ai-to-emergency-medical-dispatch","evidenceClass":"independent-reporting","outcomeClass":"emerging","topics":["accessibility-workforce","governance-procurement","operating-model","knowledge-work"],"finding":"September 30, 2026 GovTech republish of a cleveland.com report states Lake County’s 911 dispatch center will use AI to review every emergency medical dispatch (EMD) call after commissioners on Tuesday (September 29) approved a five-year, approximately $190,000 agreement with Eventide Communications to upgrade the existing call-recording system. Capt. Daniel Bachnicki, 911 coordinator, said Ohio now requires PSAPs to review at least 2% of EMD calls (~272 for Lake County). The AI system is to review 100% of EMD calls and report whether dispatchers asked required questions, obtained needed information, and followed medical dispatch procedures. Central Communications handles about 90,000 911 calls annually. Supervisors remain responsible for final evaluations, coaching, and corrective action. First-year cost $45,340; then $36,369/year for four years.","sledRelevance":"Same-day SLTT PSAP procurement signal extending the 100% EMD/911 QA automation pattern with Ohio regulatory 2% baseline and HITL coaching retained. Why now: published 2026-09-30; not in emergency-services archive; first Eventide Critical Insights–style county buy surfaced since last published run 2026-09-28.","evidence":"Opened GovTech HTML via curl (final URL with www). Date September 30, 2026; ~$190k/5 years; 2%/272 EMD; 100% AI review quote; 90,000 annual 911 calls; HITL supervisor role; year-1 $45,340 and $36,369 thereafter from page.","architectureImplications":"Treat as recording-sidecar AI QA on EMD audio with supervisor evaluation queues—not live triage or CAD automation.","governanceImplications":"Map AI reports to Ohio’s 2% EMD QA mandate, define how scores enter coaching vs discipline, and set pilot KPIs before workforce evaluation use.","securityPrivacyImplications":"Full-EMD AI review expands vendor access to medical-dispatch audio; require CJIS/HIPAA-aligned DPA, retention limits, and access logging for the Eventide upgrade.","caveats":"Procurement/announcement reporting—not post-deployment measured QA agreement or patient-outcome data; Eventide product claims not independently audited here.","streamIds":["emergency-services"],"roles":{"sales":"Frame Lake County’s ~$190k five-year Eventide buy—moving from Ohio’s 2% EMD QA sample (~272 calls) to AI review of 100% of EMD calls with supervisors still owning coaching—as a compliance-and-workforce capacity story, not autonomous dispatch. Discovery should map current EMD volume, existing recorder stack, labor/eval rules, and what “followed procedures” means in local protocols. Bounded engagement: 90-day pilot measuring auto–manual agreement and coaching latency. Unsupported claims include guaranteed statewide savings, clinical outcome gains, or AI replacing QA supervisors.","engineering":"Fit is post-call AI analysis of recorded EMD interactions against protocol checklists with supervisor final review. Architecture should extend the existing Eventide recorder into AI scoring/reporting without putting models in the live call path. Prerequisites include digitized EMD scorecards, fail/flag thresholds, and identity controls. Constraints: announcement-stage metrics only; Ohio mandate is a floor not a design. Proof of value is local agreement rates and review-hours saved versus the 2% baseline—not the 100% coverage headline alone.","delivery":"Delivery work covers scorecard configuration, supervisor training on AI reports, and change management so scores do not silently become discipline. Dependencies include the 911 coordinator, sheriff/IT recording owners, and HR/labor. Ownership: supervisors for final evaluations; ECC leadership for policy on score use. Acceptance criteria: 100% EMD auto-review with logged human finalization and a dispute path. Risks include eval misuse, alert overload, and opaque vendor model updates."},"roleDetails":{"sales":{"customerProblem":"PSAPs cannot manually meet meaningful EMD QA coverage under state sample floors without more supervisor time.","stakeholders":["911 coordinators","ECC supervisors","County commissioners","Telecommunicators/labor"],"discoveryQuestions":["What % of EMD calls are QA'd today?","Is Eventide already the recorder?","How will AI scores enter evals?","What Ohio/local SOP checklist applies?"],"valueHypothesis":"AI EMD QA may expand coverage toward 100% if humans still finalize coaching—not if scores become unreviewed punishment.","potentialEngagement":"90-day Eventide AI QA pilot with agreement and coaching-latency KPIs against the 2% baseline.","unsupportedClaims":["Guaranteed $190k ROI","Improved patient outcomes proven","AI replaces QA supervisors"]},"engineering":{"fit":"Recording-based AI EMD protocol scoring and reporting with human final evaluation.","architectureIntegration":"Eventide recorder → AI EMD score/report → supervisor queue → coaching/eval systems.","prerequisites":["Recording access","Digitized EMD checklist","Flag thresholds","Access logging"],"constraints":["Announcement-only metrics","Vendor score opacity","Medical-call PHI/PII"],"security":"Limit vendor access to EMD audio; set retention, subprocessors, and CJIS/HIPAA controls in the DPA.","proofOfValue":["Auto–manual agreement","Manual QA hours vs 2% baseline","Time-to-coaching after flags"]},"delivery":{"work":"Configure EMD scorecards, train supervisors on AI reports, and stand up dispute/coaching SOPs.","dependencies":["911 coordinator","Recording/IT","HR evaluation policy"],"ownership":"Supervisors own final evaluations; 911 coordinator owns program policy.","skillsAdoption":"Train coaches to treat AI reports as prompts for listening, not automatic verdicts.","governanceCheckpoints":["Monthly agreement audit","Labor consultation","Eval-policy check"],"acceptanceCriteria":["Human finalization of flagged calls","Documented dispute path","Local KPI dashboard"],"risks":["Eval misuse","Flag-queue overload","Opaque vendor model changes"]}},"retrievedAt":"2026-09-30T22:07:35-05:00","enrichedAt":"2026-09-30T22:07:35-05:00","enrichmentBasis":"retrieved source","accessibilityWorkforceImplications":"Shifts supervisor time from tiny mandatory samples toward trend spotting and coaching across all EMD calls while keeping humans as final evaluators.","procurementImplications":"Budget ~$45k year one plus four renewals; evaluate against existing Eventide recorder lock-in and require local SOP scorecard alignment proofs.","operatingModelImplications":"Keep QA/coaching ownership with supervisors; use AI reports to prioritize which of 100% scored EMD calls get human deep review.","sourceVerification":{"responseId":"curl-govtech-lake-emd-20260930T220735","openedUrl":"https://www.govtech.com/em/preparedness/lake-county-ohio-adds-ai-to-emergency-medical-dispatch","referenceExcerpt":"This software allows us to actually review 100% of our EMD calls and gives us a report","promptVersion":"sled-research-v4.0","model":null,"basis":"agent-reported inspection"}}}]}