Salem, Ore. — At Salem’s regional 9-1-1 dispatch center, Willamette Valley Communications Center staff will begin a pilot program that uses an automated assistant to help manage certain non-emergency calls received on agency business lines.
The assistant, called Ava, supports call processing for non-emergency situations such as noise complaints, parking issues, lost property and other administrative requests. The pilot program tests whether an automated assistant can gather initial information for certain non-emergency calls and route callers to the appropriate agency resource. The goal is to reduce wait times for routine requests while keeping telecommunicators focused on emergency response. The six-month pilot allows WVCC to collect operational data and evaluate how the system performs in a real-world environment.
Emergency 9-1-1 calls are not part of this pilot. Every emergency call continues to be answered by a trained WVCC telecommunicator. No staffing positions are being eliminated as part of this effort. WVCC personnel continue to manage and oversee all call processing functions.
“With the Ava system, we aim to provide a seamless experience for callers, ensuring that they can receive assistance efficiently while allowing our staff to focus on more complex or time-sensitive situations,” said Salem Fire Chief Dave Gerboth.
WVCC, which operates under the Salem Fire Department, serves more than 415,000 residents across Marion, Polk and Lincoln counties and supports communications for 32 public safety agencies. In 2025, the center processed over 500,000 calls. About 50 percent of those calls involved non-emergency requests that still require staff time and attention.
How Does the Automated Assistant Work? The assistant follows structured call-handling paths developed by WVCC staff and approved under existing operational procedures. If a caller reports an emergency or the system detects a situation outside the approved paths, the call is transferred immediately to a live dispatcher.
Human oversight remains part of every step of the process. WVCC telecommunicators monitor assisted calls, review call information and follow up with callers when needed.
“This pilot reflects our continued commitment to the community we serve,” Gerboth said. “Our goal is to ensure people receive timely service while keeping our telecommunicators focused on emergency response. By testing tools that help manage routine calls, we strengthen our ability to respond quickly and maintain the level of service our community expects and deserves.”
