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ASAP Service Helps Hamilton County, Ohio ECC Reduce Alarm Processing Delays and Improve Telecommunicator Efficiency

Hamilton County ECC Building

Industry

Public Safety

Challenge

Hamilton County Emergency Communication Center handled more than 14,000 alarm notifications annually through manual phone-based processes that slowed dispatch workflows and increased workload for telecommunicators already operating a high-stress environment.

Results

Hamilton County implemented ASAP Service to automate alarm notifications directly into its CAD system, reducing manual call handling, accelerating dispatch workflows, improving alarm data accuracy, and helping reduce telecommunicator burnout.

Key Stats

Population Served: 835,000, Annual 911 calls handled: 622,000, Alarm-monitoring annual calls: 14,206

14,000

alarm calls per year

4

Minutes saved per call

52

Staff hours saved each month

39%

alarm calls now automated

"ASAP Service is just one of those things that absolutely works as designed. It's always on time, it's never late—even during a natural disaster."

Andrew Knapp

Director of Communications for Hamilton County ECC

About Hamilton County ECC

Hamilton County is located in Seven Hills behind the Hamilton County Sheriff's Patrol Headquarters, the Hamilton County Communications Center provides emergency dispatch service for 105 Police, Fire, and EMS departments.

The Challenge

Before implementing ASAP Service, Hamilton County ECC processed alarm notifications through manual phone calls between alarm-monitoring centers and telecommunicators. This process created several operational challenges:

Multiple calls were often required for a single incident
Telecommunicators spent two to eight minutes processing each alarm
Manual entry increased the potential for delays and transcription errors
Most alarm notifications were false alarms that still required staff attention
Nonemergency alarm traffic added stress to already overextended telecommunicators

ECC leadership also wanted greater confidence in the alarm information being delivered to dispatch personnel and responders.

"We needed a faster, more reliable process that reduced workload while improving the quality of information coming into the center," said Andrew Knapp, director of communications for Hamilton County.

The Solution

Hamilton County ECC implemented ASAP Service in 2019 to automate alarm data exchange between alarm-monitoring companies and the ECC's CAD system.

ASAP Service digitally transmits alarm information directly into CAD without requiring manual phone calls or repetitive data entry. This allows telecommunicators to process alarms more efficiently and focus attention on higher-priority emergencies.

“It wasn't as complicated as we thought it would be," Knapp said. "It was easily done by our technical staff."

The Results

Since implementing ASAP Service, Hamilton County ECC has improved alarm processing efficiency, increased confidence in incoming data, and reduced workload on telecommunicators.

Faster dispatch workflows through automated alarm processing
40-158 staff hours saved monthly
Reduced manual call handling and repetitive data entry
Improved confidence in alarm information received directly from monitoring centers
Greater ability to prioritize alarms based on severity
Reliable system performance during severe weather and high impact incidents
Reduced non-emergency workload for telecommunicators
Improved staff retention and reduced burnout pressures

"The county's emergency response professionals see the ASAP Service stamp, and they know that the information is credible," Knapp said. "Implementing ASAP Service has lessened the severity of our nonemergency call volume on already stressed telecommunicators."

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