Charleston County Emergency Operations Center launches new communication platform

CHARLESTON COUNTY, S.C. (WCBD)–Many callers who report an emergency in Charleston County speak a different language, which can increase call volumes, making it harder for emergency personnel to respond.

The Carbyne Apex Call handling solution is an advanced software that will provide a more comprehensive overview of emergencies, allowing first responders to act more quickly and efficiently.

The software will have several key features, such as translation services for callers who don’t speak English, inbound and outbound 9-1-1 texting, and live photo and video-sharing to help pinpoint a caller’s exact location.

“Sometimes, it’s hard to explain what you see around you. We have a lot of callers who may not know where they are, but they may be able to link and show me a video. I might be able to help them quicker,” said Marea Quijano, A 911 Operator/ Trainer for Charleston County Emergency Communications Center. 

The system also pairs with other emergency alert systems like OnStar to provide detailed crash data and home security systems. Officials said it’s all part of an effort to make the community safer.

“Public safety means we are here 24/7 to help the community and our responders. We are that voice that they hear in the dark. They don’t typically meet our call takers or dispatchers or what we refer to as our telecommunications face-to-face. Still, we are the ones they trust as their first contact,” said Allyson Burrell, the 911 Deputy Director for Charleston County. 

Five languages are currently available on the platform, and officials plan to add 17 more in the next update in the coming weeks.