{"resourceId":"grays-harbor-ava-nonemergency-2026","versions":[{"version":"external-9765422cbbb46bb7bb9680555943bdc70bf382fdf09b0033bb50e10ab3ba2a67","resource":{"id":"grays-harbor-ava-nonemergency-2026","title":"Grays Harbor Communications deploys AVA for non-emergency calls while keeping humans on 911","organization":"Grays Harbor Communications (GHCC) / Aurelian","sector":"911 / PSAP non-emergency call automation (consolidated fire, EMS, and law dispatch)","geography":"Grays Harbor County, Washington, United States","publishedAt":"2026-09-16","publicationDate":"2026-09-16","eventDate":"2026-09-16","sourceName":"The Daily World","sourceLabel":"Independent local newspaper reporting with GHCC executive and vendor quotes","sourceUrl":"https://www.thedailyworld.com/2026/09/16/grays-harbor-communications-deploys-ava-for-non-emergency-calls-keeping-telecommunicators-focused-on-911/","evidenceClass":"independent-reporting","outcomeClass":"emerging","topics":["operating-model","accessibility-workforce","infrastructure","governance-procurement"],"finding":"On 2026-09-16 The Daily World reported GHCC deployed Aurelian’s AVA on the non-emergency line only—explicitly not answering 911—so telecommunicators can prioritize emergency calls and radio traffic; 2025 volumes were 42,014 emergency and 60,596 non-emergency (~60% non-emergency); AVA may create CAD calls for human review, supports 45+ languages, and transfers suspected emergencies; Aurelian claims 60–75% non-emergency handling within 90 days at current agencies—without a published Grays Harbor post-go-live audit in the article.","sledRelevance":"Why now: published 2026-09-16 and not archived; newly relevant after 2026-09-16/17 La Vergne and Akron Ava catalogue entries—documents another U.S. consolidated fire/EMS PSAP expanding non-emergency AI with a hard 911 human boundary.","evidence":"Article dated Sept 16, 2026; Green quotes that trained telecommunicators answer 911; 42,014 / 60,596 2025 volumes; nearly 60% non-emergency; CAD create-for-review; 45+ languages; emergency-transfer design; Aurelian CEO quote; vendor 60–75% within 90 days; ~40 agencies / 15M residents / >99.95% uptime since Apr 2024 (vendor).","architectureImplications":"Non-emergency trunk AI conversational agent with CAD call-for-service creation and human review; hard separation from 911 trunks; language and emergency-intent detection as transfer triggers.","governanceImplications":"Publish local diversion, callback, and 911-spillover metrics with dated denominators before treating vendor 60–75% claims as GHCC results; keep public reassurance scripts aligned with trunk separation.","securityPrivacyImplications":"Non-emergency identity/location collection still needs vendor retention, training-use, and CAD-write authentication controls even when 911 audio is out of scope.","caveats":"Local journalism plus vendor platform averages; no independent GHCC outcome table; combined LE/fire/EMS center—stream focus is fire/EMS capacity and emergency-line protection.","streamIds":["emergency-services"],"roles":{"sales":"Frame GHCC’s AVA launch as non-emergency capacity relief for a consolidated fire/EMS/LE PSAP—not as proven 911 answer-time improvement or a clinical outcome. Discovery should separate vendor 60–75%/90-day averages from Grays Harbor’s still-unpublished local KPIs and confirm hard 911 trunk exclusion. Offer a bounded non-emergency diversion pilot with spillover monitoring and public notice. Unsupported claims include guaranteed FTE savings, validated local 60–75% diversion from this article alone, or safe expansion onto 911 trunks.","engineering":"Fit is a non-emergency conversational agent with CAD create-for-review and emergency-intent transfer—not live 911 answering. Architecture needs trunk separation, CAD write permissions, language packs, and barge-in/transfer. Prerequisites include staffing-shortage baseline metrics and a spillover audit design. Constraints: vendor averages are not GHCC results. Proof of value is dated local diversion, callback, emergency-line occupancy, and misroute rates—not uptime marketing.","delivery":"Deploy only on non-emergency numbers, train telecommunicators on CAD review and emergency reclaim, and publish monthly spillover metrics. Ownership sits with the ECC director; QA owns stop-rules if emergencies are mishandled on the non-emergency path. SkillsAdoption preserves human 911 primacy messaging. Governance checkpoints include 30/60/90-day KPI reviews. Risks include treating vendor portfolio averages as local proof and quiet expansion toward emergency trunks."},"roleDetails":{"sales":{"customerProblem":"Consolidated PSAPs drown emergency telecommunicators in non-emergency volume without a safe automation boundary that keeps humans on 911.","stakeholders":["ECC directors","Fire/EMS chiefs","County executives","Public information officers"],"discoveryQuestions":["Is 911 hard-excluded at the trunk?","What local diversion KPI will be published at 90 days?","How are emergency-intent transfers audited?","What CAD fields may AVA write?"],"valueHypothesis":"If non-emergency AI cuts hold times without raising 911 spillover under audited transfer rules, agencies may justify a bounded pilot—without claiming clinical benefit.","potentialEngagement":"Bounded non-emergency diversion pilot design with spillover and CAD-review package.","unsupportedClaims":["Guaranteed FTE reduction","Local 60–75% diversion proven here","911 answer-time improvement from this article","Safe live 911 AI answering"]},"engineering":{"fit":"Non-emergency conversational AI with CAD create-for-review and emergency transfer; humans retain 911.","architectureIntegration":"Non-emergency trunks → AVA → CAD ticket / transfer; 911 trunks untouched.","prerequisites":["Trunk separation verification","CAD write ACLs","Emergency-intent test set","Public script"],"constraints":["Vendor portfolio averages only","No local post-go-live audit in source","Combined LE/fire/EMS politics"],"security":"Limit vendor training on caller PII; authenticate CAD writes; log transfers.","proofOfValue":["Local diversion rate","Callback/reopen rate","911 spillover complaints","Emergency-line occupancy"]},"delivery":{"work":"Cut over non-emergency numbers, train CAD review, sample transfers, publish KPIs.","dependencies":["CAD vendor support","QA sampling capacity","PIO messaging"],"ownership":"ECC executive director owns scope; QA supervisor owns transfer audits.","skillsAdoption":"Teach staff to reclaim emergency transfers and explain AVA scope to callers.","governanceCheckpoints":["Go-live trunk check","30-day spillover review","90-day continue/stop"],"acceptanceCriteria":["Documented 911 exclusion","Dated diversion KPIs","Sampled transfer accuracy"],"risks":["Vendor averages as local proof","Mission creep to 911","Unmonitored CAD junk tickets"]}},"retrievedAt":"2026-09-19T03:11:37Z","enrichedAt":"2026-09-19T03:16:37Z","enrichmentBasis":"retrieved source","accessibilityWorkforceImplications":"45+ language support may help LEP non-emergency callers, but accessibility for disabled callers and AI-averse residents is not evaluated; workforce impact is telecommunicator attention shift toward 911/radio.","procurementImplications":"Demand local KPI definitions and spillover SLAs in the Aurelian contract rather than accepting portfolio 60–75% marketing as acceptance criteria.","operatingModelImplications":"Splits non-emergency intake from emergency call-taking so the same understaffed crew can protect 911/radio priority while AI drafts non-emergency CAD work.","sourceVerification":{"openedUrl":"https://www.thedailyworld.com/2026/09/16/grays-harbor-communications-deploys-ava-for-non-emergency-calls-keeping-telecommunicators-focused-on-911/","referenceExcerpt":"AVA does not answer 911 calls.","promptVersion":"sled-research-v4.0","model":null,"basis":"agent-reported inspection"}}}]}