Ulster County Launches Text-Based Survey Tool for 911 Callers

KINGSTON, N.Y. — Ulster County’s Department of Emergency Services has launched a new text-based feedback system designed to gather input from residents following certain non-life-threatening interactions with 911 dispatchers.

The tool, called PowerEngage, sends an optional survey by text message hours or days after a qualifying call. Ulster County officials said the county is one of only three Public Safety Answering Points in New York state currently using the technology.

The survey asks residents about their satisfaction with how their call was handled and provides an opportunity to leave comments, offer feedback, or recognize a dispatcher for their service.

County officials said responses will help emergency services staff better understand community needs and identify opportunities to improve emergency communications.

The initiative is part of a broader effort by the Department of Emergency Services to increase transparency, strengthen customer service, and provide dispatchers with meaningful feedback about their work.

Ulster County’s 911 center handles more than 120,000 calls annually, averaging 329 calls each day, according to the department.

“When someone calls 911, they’re often reaching out during one of the most stressful moments of their life,” said Everett Erichsen, commissioner of the Department of Emergency Services. “Our responsibility doesn’t end when the call is over. PowerEngage gives us an opportunity to hear directly from the people we serve, learn from their experiences, and continue improving the service we provide.”

Erichsen said the feedback will help the department strengthen operations, support staff, and maintain a high level of emergency communications service for county residents.

Participation in the survey program is voluntary, and not all callers will receive a survey. Officials said surveys will not be sent between 8 p.m. and 8 a.m.

The surveys cannot be used to report emergencies or criminal activity. Residents are still advised to call 911 during emergencies.

“Our 911 dispatchers are the first voices people hear in moments of fear, confusion, or crisis, and the critical importance of that initial communication in an emergency cannot be emphasized enough,” said Ulster County Executive Jen Metzger. “This new feedback tool reflects our commitment to continuous improvement in the services people rely on most.”

Metzger praised Erichsen and the Department of Emergency Services for adopting technology that she said helps put residents first while supporting the delivery of high-quality emergency services.