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West Interactive Services

SAFETY SERVICES TECHNOLOGY AND
COMMUNICATIONS IMPROVING EMERGENCY
RESPONSE

No other connection is more essential than the one that can save a life. At West, we deliver technology solutions and services that provide the critical link between the public and public safety.

While nearly everyone outside of the public safety sphere takes 9-1-1 for granted, we never will. After all, we’re all consumers as well as suppliers of this most critical of services. We see your subscribers, employees and end users as you see them. As ordinary citizens, just like us, who might one day find themselves in need of emergency assistance from the experts—the first responders—who can help.

Everything that happens after a 9-1-1 call is placed–the call routing and delivery, location determination, data management and situational data–that’s us. It’s essential that we execute flawlessly because every call must get through and seconds save lives. For us, it’s personal.

The committed, passionate professionals who make up the West Safety Services team spend every day anticipating, developing, maintaining and improving 9-1-1 and emergency communications. While we appreciate the evolving ideas and technology innovations that make our lives more convenient, we focus on the ones that make us all safer.

No technology will ever completely eradicate the need for 9-1-1 and emergency assistance. But working together, we can dramatically improve the odds and outcomes for all of us.

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9-1-1 transactions facilitated 

End-to-end emergency communications
technologies and innovations.

Featured News, Events and Resources

News

Safety Services
Behind the Scenes at West’s Emergency Call Relay Center (ECRC)

By: Tricia McConnell, Sr. Marketing Communications Manager

On a Friday afternoon in the Emergency Call Relay Center (ECRC) at West, call volume is steady but manageable. A vehicle collides with a bus, which triggers a 9-1-1 call from the car’s telematics system. A registered nurse from a 24-hour hotline reports a caller complaining of chest pains and nausea. The ECRC call takers identify the location and nature of these emergencies then conduct warm transfers by contacting the appropriate public safety answering point (PSAP) and confirming that the dispatcher and caller can communicate before dropping off.

The mood in the room back in October 2012 was significantly more intense. Then, as Hurricane Sandy surged up the east coast, PSAPs in impacted areas struggled to manage the overwhelming 9-1-1 call volume. The ECRC staff and other West employees worked extended shifts and through scheduled days off to help PSAPs respond to incoming 9-1-1 calls.

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Events

Safety Services
APCO 2017

Sunday, August 13th, 2017 - Wednesday, August 16th, 2017 @ - APCO International is celebrating its 83rd Annual Conference & Expo in Denver, CO

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Resources

Safety Services
PSAP Link Data Sheet

PSAP Link is an easy-to-use service that allows call center agents to automatically transfer member emergency calls and real-time location information to the appropriate Public Safety Answering Point (PSAP) in a crisis situation.


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