FW-HTF-P: Transforming 911 dispatchers into Next-Generation 911 analysts: Sustainable innovation for training, workflow, and technology resources for NG911 emergency communications

在美国，紧急服务IP网络和下一代911 （NG911）基础设施的实施使公民能够使用语音、文本和流媒体视频与公共安全应答点（psap）的911调度员联系。此外，psap将能够从建筑物、车辆和可穿戴设备中的物联网传感器接收自动警报和态势感知信息。然而，这些数据洪流现在流向了经过电话和无线电操作员培训的911调度员，而不是数据分析师。虽然可访问、高效和有弹性的911服务的国家政策目标激励着NG911基础设施和服务的持续实施，但处理公民、传感器和连接设备向psp传输的数据的数量、速度和种类的运营挑战尚未得到解决。为此，该项目旨在帮助5000多名美国psap重新培训911调度员，使其成为能够理解多渠道、多模式信息的NG911分析师。该项目与“人类技术前沿工作的未来”计划的目标一致，通过建立政府-行业-学术合作伙伴关系，开发未来的工作人员和技术，提高未来紧急情况下911服务的可及性、效率和恢复能力。项目团队正在与早期采用者psap一起举办参与式设计研讨会，共同设计基于场景的培训模拟，使包括911调度员和NG911分析师在内的跨职能团队能够开发分布式、多模式意义生成的专业知识。通过综合的语义构建理论，这些研讨会将帮助研究人员和从业人员了解NG911分析师需要的特定领域能力，以注意到多模式信息中的线索，并注意/编码支持911调度员和第一响应者工作的外部表征。项目团队正在使用这些知识来开发基于场景的培训资源，这些资源将语义生成方法扩展到认知科学和自然决策中开发的工人培训。此外，项目团队正在推动与政府和行业利益相关者的研讨会，共同设计联合行动计划，以维持在支持分布式、多模式意义生成的技术设计中由从业者主导的创新。该奖项反映了美国国家科学基金会的法定使命，并通过使用基金会的知识价值和更广泛的影响审查标准进行评估，被认为值得支持。

Implementation of the Emergency-Services IP Network and Next-Generation 911 (NG911) infrastructure in the United States allows citizens to contact 911 dispatchers in Public-Safety Answering Points (PSAPs) using voice, text, and streaming video. Furthermore, PSAPs will be able to receive automated alerts and situational awareness information from IoT sensors in buildings, vehicles, and wearable devices. However, this flood of data now goes to a workforce of 911 dispatchers trained as telephone and radio operators, not data analysts. While national policy goals for accessible, efficient, and resilient 911 service motivate the ongoing implementation of NG911 infrastructure and services, the operational challenge of processing the volume, velocity and variety of data communicated to PSAPs by citizens, sensors, and connected devices has yet to be solved. In response, this project aims to help 5000+ U.S. PSAPs retrain a workforce of 911 dispatchers as NG911 analysts capable of making sense of multichannel, multimodal information. This project aligns with the objectives of the Future of Work at the Human-Technology Frontier program by creating government-industry-academic partnerships that can develop future workers and technologies capable of improving the accessibility, efficiency, and resilience of 911 service during future emergencies.The project team is facilitating participatory design workshops with early-adopter PSAPs to co-design scenario-based training simulations that allow cross-functional teams including 911 dispatchers and NG911 analysts to develop expertise in distributed, multimodal sensemaking. Informed by integrated theories of sensemaking, the workshops are helping researchers and practitioners understand the domain-specific competencies NG911 analysts will require to notice cues in multimodal information and heed/encode external representations that support the work of 911 dispatchers and first responders. The project team is using this knowledge to develop scenario-based training resources that extend sensemaking approaches to worker training developed in cognitive science and naturalistic decision-making. Additionally, the project team is facilitating workshops with government and industry stakeholders to co-design joint-action plans for sustaining practitioner-led innovation in the design of technologies supporting distributed, multimodal sensemaking.This award reflects NSF's statutory mission and has been deemed worthy of support through evaluation using the Foundation's intellectual merit and broader impacts review criteria.