Key Takeaways George Mason University partners with Fairfax County to develop AI training system for 911 operators using $961,000 NIST grant. Traditional labor-intensive training replaced with automat...
George Mason University researchers are collaborating with Fairfax County's Department of Public Safety Communications to develop an AI-powered training system for 9-1-1 operators, funded by a $961,000 grant from the National Institute of Standards and Technology.
The system is designed to enhance emergency response readiness by streamlining training.
The project began in 2024 when GMU's Center for Resilient and Sustainable Communities (C-RASC) explored ways to integrate AI into the county's emergency response system.
The initial goal was to assist live 9-1-1 calls, but legal and operational considerations led the team to focus on training, where AI could safely simulate real-world scenarios.
"There are all kinds of legal and other sticky issues with putting AI on the phone with people calling 9-1-1," said Kathy Laskey, professor emerita of Systems Engineering and Operations Research.
"The DPSC told us that where they could use help is training, because operators need a lot of practice in taking calls before they actually respond to real callers."
Traditional 9-1-1 training is labor-intensive, with instructors role-playing as callers while using large scenario booklets.
The new Conversational AI-assisted Scenario Training System automates this process, generating realistic caller interactions, simulating complex situations, and adapting to different skill levels.
"Instructors often find it challenging to teach about those diverse ways of calling 9-1-1," said Hemant Purohit, associate professor in the Department of Information Sciences and Technology and director of the Humanitarian Informatics Lab.
"This kind of AI system that we are developing can help them save time by mimicking different calls, and helping call takers to respond better."
Information from the training booklet was fed into the AI, and Fairfax County instructors contributed to shaping the scenarios to ensure the AI reflects the real challenges operators face on the job.
The system also accounts for diverse behaviors, multiple languages, and various emergency scenarios.
The technology has received positive attention at national public safety events, including the recent NIST Public Safety Innovation Summit Conference in Seattle.
The AI system has also received strong support from Fairfax County staff, with training instructors highlighting the system's potential to save hours of preparation while providing high-quality practice for operators, according to GMU.
Kathy Laskey noted the enthusiastic reception from county officials: "I taught at George Mason for 32 years, and I've worked on a lot of research projects.
I've never before in my life demonstrated a software project to a client where the recipients applauded when we were done."
Lin Wells, executive advisor to C-RASC, said his favorite part of working in the program was "getting a chance to work with the call takers in the 9-1-1 center and see just how important the work is and how complicated the job is."
The project brings together faculty from multiple Mason colleges, including the Center for Resilient and Sustainable Communities, the Humanitarian Informatics Lab, and the Sustainable Peace Lab.
Doctoral researchers and industry partners, including OmniBot Advisors and BlueHorse Digital, are also involved in the program.
"As we strive to improve our emergency preparedness and response capabilities, it is absolutely critical that we recognize the potential of new and emerging technologies—including AI," said Rep. Gerry Connolly, who sponsored the federal grant proposal.
"By utilizing this technology safely and effectively in our public safety systems, we can reduce response times, lighten the workload for 911 call centers and first responders, and better communicate with the community during emergency situations."
"This work is only possible by engaging a unique transdisciplinary team representing three different colleges, toward enhancing emergency communications resiliency and effectiveness with AI," said Paul Houser, C-RASC executive director.
The team is exploring continued collaboration with Fairfax County, potential academic-industry partnerships, and future commercialization opportunities through George Mason's Office of Technology Transfer.
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