LakeComm 911 Enhances Efficiency, Readiness, and Telecommunicator Support with Frontline

The Challenge

Launching a new emergency communications center takes plenty of planning. Launching one by consolidating seven separate dispatch centers into a single operation adds a whole extra level of complexity.

LakeComm 9-1-1, which began operations in October 2025, serves 30 agencies, including law enforcement, fire, and EMS, under one unified public safety answering point (PSAP). This meant integrating different processes, systems, and expectations while maintaining uninterrupted service.

At the same time, leadership needed to establish consistent quality assurance practices, support telecommunicators across all shifts, and ensure operational readiness from day one.

“We took seven families and blended them into one,” said Jason E. Kern, Founding Executive Director of LakeComm and past President of APCO International (2021-2022).

To succeed, LakeComm needed streamlined, scalable software that could unify operations, reduce administrative burden, and support employees from hire to retire.

The Choice

LakeComm implemented Frontline from the very beginning, making it a foundational part of its operations.

With prior experience using Frontline, Kern knew the value of having an integrated, intuitive system that could consolidate multiple functions into one platform.

Frontline’s web-based design and ease of use allowed staff to get up and running quickly, minimizing downtime during a critical transition period.

“It was very easy…it just took a few onboarding sessions to dive into those modules and start getting them built and start using them,” Kern said.

The Change

Through Frontline, LakeComm 911 has:

• Streamlined data and reporting by consolidating information into one system, allowing leadership to quickly access information without relying on multiple sources or asking staff to provide it.

• Reduced administrative burden when pulling information for public records requests and similar needs.

• Improved operational efficiency through tools like Community Policing Connect, streamlining various previously manual tasks, such as handling overnight parking requests, with a single, standardized workflow across multiple agencies.

• Enhanced training management and compliance by tracking all employee training, certifications, and requirements in one place, ensuring staff meet both agency and state mandates.

• Strengthened quality assurance processes by enabling consistent reviews, early identification of trends, and faster correction of issues across all shifts.

• Improved onboarding and employee development by supporting telecommunicators from day one through ongoing training and consistent feedback on performance.

• Delivered strong return on investment by saving time, improving efficiency, and providing valuable data for budgeting and resource planning.

“There’s definitely a time savings,” Kern said. “Everything’s in one spot, so it’s just easier to get to.”

With centralized data and intuitive reporting tools, leadership can quickly identify trends, address issues, and make informed decisions. Rather than waiting months to uncover performance gaps, supervisors can act immediately, improving outcomes for both employees and the community.

“Rather than letting something fester for a year…we can identify the problem and correct that,” Kern said.

For telecommunicators, the impact is equally meaningful. Consistent feedback, accessible training, and clear expectations help employees understand their performance and improve in their roles. At the same time, the reduced administrative burden allows supervisors to focus on their primary responsibilities.

Quality assurance, in particular, has become a tool for both accountability and support, helping employees improve while reinforcing fairness and consistency across the organization.

Frontline also supports long-term planning by providing the data needed for budgeting, staffing, and training decisions. With better visibility into operations, LakeComm can allocate resources more effectively and plan for future growth.

“There’s definitely return on investment…and a lot that we can [identify financially] by looking at the reports and collecting the data,” Kern said.