Monterey County residents will soon be able to give feedback to 911 dispatchers thanks to a new service the county is rolling out next month, county officials said.
Starting Dec. 1, the service CueHit will launch, providing callers to 911 with the opportunity to respond to survey questions about the service they received from 911 dispatchers and call takers.
The questions are aimed at residents and agencies who talk to dispatchers and call takers.
“Citizen and user agency feedback is important to us — we want to know how we are doing,” Lee Ann Magoski, Monterey County director of emergency communications, said in a statement. “We also want to be able to provide positive feedback to call takers and dispatchers.”
Monterey County is the first county in California to deploy CueHit, which sends the survey questions by text to people who have made certain types of 911, non-emergency and administrative calls.
The text message will include just a few questions and may come a few hours or a few days after the call, according to county officials.
Not everyone who speaks with a dispatcher or call taker will receive a survey and anyone who doesn’t want to participate can ignore the text.
People who are making sensitive calls such as calls involving medical emergencies, rape and children will not receive a survey.
CueHit is a new company that rolled out its service first in New Jersey and Colorado and is now expanding its service to 911 centers and police departments throughout the country.
“Every citizen should be able to provide feedback to Public Safety the way they can to businesses today,” said CueHit CEO Scott MacDonald. “Leaders of 911, Law Enforcement and Fire/EMS should be able to access that feedback and use it to improve service and the morale of their teams.”