Total Response and Dispatching the Future

In this episode of The Safety Gap podcast, Cassidy Shield and Karin Marquez sit down with Chris Salafia, CEO of Total Response, to explore the evolution of 911 call taking and public safety technology. The conversation kicks off with reflections on the recent NENA conference, where all noted an infectious energy and a sense of renewal as a younger, change-embracing generation enters the field. This backdrop sets the tone for a thoughtful dive into how the industry is adapting to both cultural and technological shifts.

Chris Salafia shares the personal and professional origins of PowerPhone, founded by his father in 1983 after recognizing the critical importance of call takers in emergency response—a realization rooted in a decades-old incident as a Connecticut State Trooper. Through his story, Chris highlights the growing recognition of call takers as “first responders” and emphasizes how standards of care and protocols have evolved. The group discusses how protocols, once simple training tools or rigid scripts, have transformed into flexible frameworks that combine structured guidance with the need for creative, empathetic problem-solving—ensuring both consistency and adaptability during unpredictable emergencies.

Looking to the future, the conversation spotlights how technology, particularly AI and real-time data platforms like RapidSOS, is radically improving emergency call workflows. These innovations help manage decision fatigue, streamline information delivery to field responders, and promise to make call handling both more effective and more human. Chris explains his decision to merge Total Response with RapidSOS as a way to supercharge this mission, bringing together organizations that share a passion for supporting those on the front lines of public safety. The episode closes with optimism for the industry’s ongoing transformation and a strong affirmation of the value, care, and expertise that dedicated call takers bring to communities everywhere.