Maine 911 Centers Deploy AI for Non-Emergency Calls

Staffing crisis drives technology adoption

Maine's 911 dispatch centers are experimenting with artificial intelligence to manage call volume as they struggle with persistent staffing shortages. Penobscot County's Regional Communications Center, which handles more than 60,000 emergency calls and over 400,000 non-emergency calls annually, has become the state's first agency to deploy AI—though strictly for non-emergency lines.

The center has operated understaffed for years while leading Maine in call volume for six consecutive years, according to Director Brad Fitzgerald. A 2024 Maine Public Utilities Commission study found only six of the state's 22 dispatch centers were fully staffed, describing the shortage as "critical" in some regions.

How the technology works

Penobscot County's system, built on Amazon Web Services, functions as an automated phone tree for non-emergency callers. It presents options for issues that don't require immediate response, can connect callers to dispatchers when needed, or text links for filing reports online. The AI never answers 911 calls.

Fitzgerald described the technology as customizable and said it has reduced the burden on dispatchers, though not dramatically. Even a small percentage of diverted calls helps keep staff available for emergencies, he noted.

National momentum and early results

Dispatch centers nationwide are exploring various AI applications, from callback systems for disconnected calls to real-time translation and call clustering during crises. Jeremy Hill, a public safety adviser with the National Telecommunications and Information Administration, said interest has shifted rapidly from resistance to what he now calls "a hunger" for the technology.

A 2025 NTIA white paper documented measurable outcomes at early adopter agencies. Jeffcom 911 reported a sustained 33% reduction in administrative calls and at least a 5% improvement in answering 911 calls within 15 seconds. The Monterey County Emergency Communications District saw non-emergency call volume drop by approximately 36% on average.

Why it matters

The adoption of AI in 911 centers represents a pragmatic response to a workforce crisis that affects public safety response times. As call volumes rise and staffing remains inadequate, technology offers a way to preserve dispatcher capacity for life-threatening emergencies. However, the NTIA warns that without voluntary national standards for transparency, cybersecurity, and human oversight, smaller or under-resourced centers risk being left behind due to cost and outdated procurement processes.

Human oversight remains non-negotiable

Both Hill and Fitzgerald emphasized that AI will not replace human dispatchers. Hill stressed the importance of keeping "a human in the loop," citing the empathy and compassion central to public safety work. Fitzgerald said Penobscot County is monitoring how the technology evolves before expanding its use beyond the current application.

"Having a human to deal with those things is the safest option," Fitzgerald said.

These details were first reported by Spotlight on America.