Convey 911 breaking the language barriers at 911 call centers on the Eastern Shore

EASTERN SHORE, Md – Convey 911 is looking to continue to expand its horizons this time on the Eastern shore of Maryland.

The Maryland-based company has struck a deal with all nine of the counties on the shore. Funded by the Maryland 911 board.

CEO of Convey, Jeff Bruns said, this move will make 911 call centers, even more effective by breaking language barriers. “Back then it was 13% of the population, today it was roughly 40, so 40 percent of Marylanders consider English as a second language.”

Nonnative English speakers may have trouble smoothly expressing their problems to dispatchers so this new AI-based system will benefit both sides.

Dorchester County Sheriff’s Office Manager of Communication Sergeant Robert Larimer said this new system will make the response more efficient.

“They may speak some English, they may speak broken English, but when they get in that panic situation that all goes out the window, cause it’s not a second nature thing to them, it’s something they have to think about and work to do which is the last thing we need when we’re in a time of crisis.>

These significant strides in next-generation 911 services, mean more interpretation and translation for over 170 languages and precise location tracking with the use of mobile phones. Bruns said this bridges the gap. “Someone that is a call taker the non-English speaking caller, then the interpreter that’s speaking multiple languages as they are interpreting, that becomes a difficult workflow for any 911 call taker, especially when there’s background noise, or people yelling because this is 911 and seconds do count.”

Rolling out this enhanced 911 system has the potential to change lives, but will take time, some counties are in the process of getting trained and getting the proper technology to make this work. Bruns said he wants Convey911’s mission to follow a message Governor Moore has preached during his tenure.

“Governor Moore is saying leave no one behind, its. A simple message it’s a powerful platform, this is at the core of that, if you can’t communicate with someone, then you’re leaving them behind.”