In emergency response, the heroes are often pictured on the front lines: the police officer arriving at a chaotic scene or the firefighter rushing into a burning building. Yet, historically, the very first “first responder” has been the calm voice on the other end of a 911 call — the dispatcher. The immense value of these communication experts can go underappreciated, and their critical role in the outcome of an incident may be overlooked. Now, innovative technologies like Drone as First Responder (DFR) are not only revolutionizing emergency response but also breaking down long-standing silos between dispatch and field operations, forging a stronger, more unified force.
How Drone as First Responder works
Drone as First Responder (DFR) is a groundbreaking approach that deploys unmanned aerial vehicles (UAVs or drones) to the location of a 911 call, often arriving minutes before traditional ground units. These drones are typically launched from strategic locations within a jurisdiction and piloted by certified personnel. The primary objective of a DFR program is to provide real-time aerial intelligence of an unfolding incident to responding officers. This “eye in the sky” offers unprecedented situational awareness, helping to de-escalate volatile situations, locate suspects, identify potential hazards, and determine the appropriate level of response — all before the first officer arrives on the scene.
Breaking down silos between dispatch and field units
For decades, dispatchers and first responders have operated in parallel universes. Dispatchers, often working in windowless rooms, have been the gatekeepers of information, while officers and firefighters in the field have been the recipients of that data, with little insight into the dispatcher’s world. This separation created an informational and cultural gap. However, a new wave of innovative technology is bridging this divide.
Tools like DFR and streaming 911 solutions, such as Live911 and Flock911, are designed to share critical data across these previously siloed functions. Just as streaming 911 audio and location data directly to officers’ patrol cars provided a previously unavailable window into the world of dispatch, DFR is now offering a reciprocal view for the communication specialist.
When officers in the field — and DFR pilots waiting to launch — began to hear the live audio of a 911 call as it was happening, they gained more than just faster, more accurate information. For the first time, they experienced a “virtual ride-along” with their dispatch partners. They heard the skill and effort it took to calm a frantic caller, extract critical details, and relay life-saving instructions. This shared experience fostered a newfound appreciation for the relentless work of dispatchers, leading to more coordinated workflows and a stronger sense of teamwork.
How live drone feeds make dispatchers more tactical
The same transformative effect is now being seen in the dispatch center, thanks to DFR. By providing dispatchers with access to the live video stream from the drone, law enforcement agencies are discovering two profound and previously underappreciated benefits that are redefining the role of the 911 communications expert.
First, dispatchers are becoming more tactical and more engaged. One dispatcher recounted how her approach to questioning callers fundamentally changed after gaining access to the DFR feed. Previously, her primary focus was to follow a script and gather the necessary information to enter the call into the Computer-Aided Dispatch (CAD) system. Now, by seeing the scene unfold in real time, she immediately recognizes the most critical pieces of information for responding officers. She can prioritize getting a suspect’s description and direction of travel out to the officers — who may even be listening to the call live — understanding that this information is more time-sensitive than the caller’s name or other administrative data. This shared visual experience has empowered dispatchers to be more tactical in their questioning, making them a more integral part of the successful outcome of an incident.
Second, DFR is providing a powerful antidote to the sense of dissociation and helplessness that can plague dispatchers. Confined to dark, often windowless rooms, dispatchers frequently hang up the phone with no knowledge of what happened at the scene they were just so intimately connected to. This lack of resolution can take a significant toll on their mental and emotional well-being. The live drone feed provides a window into the world they work so tirelessly to keep safe. They can see the impact of their instructions, watch as help arrives, and gain a sense of closure on the incidents they handle. This shared experience makes them feel more connected, more valued, and more enthusiastic about their critical work.
🎯 Training tip
- Include dispatchers early in DFR deployment planning and scenario training to build mutual understanding and improve response efficiency.
Why chiefs should make DFR a two-way street
The evidence is clear: integrating technologies that promote data sharing between dispatch and field personnel is not just an operational upgrade — it is a cultural revolution in public safety. The benefits of providing officers in the field with streaming 911 call audio and location data are undeniable: reduced response times, lives saved, and enhanced de-escalation capabilities.
It is now imperative for police chiefs and sheriffs to recognize that this information highway is a two-way street. By ensuring that the video streams from DFR programs are accessible to the dispatchers who are the first point of contact in any emergency, agencies can unlock the full potential of their communications teams. They will not only see their dispatchers perform their duties with greater tactical precision but will also foster a more engaged, resilient, and motivated workforce. By investing in these technologies, public safety leaders can build a tighter, more collaborative relationship between two disciplines that once worked in parallel — creating a truly unified force that is stronger, smarter and safer than ever before.
How will your agency use DFR to bring dispatch and field closer together?
