Date of Conferral

7-16-2025

Degree

Doctor of Public Administration (D.P.A)

School

Public Policy and Administration

Advisor

Julian Muhammad

Abstract

Despite new and emerging communications technologies to improve access to 911 emergency services for people with speech, hearing, and cognitive disabilities, there continue to be access barriers for those who may require silent communications due to the nature of the emergency. Chat rooms in 911 communications present a promising solution to this challenge. However, the current literature has inadequately examined the use of chat rooms in 911 communications, mainly due to the nascent nature of this technology. This study aimed to fill that gap by providing valuable insights to enhance access to 911 emergency services for individuals who may require silent communications in a city in Missouri. The theoretical framework was the Theory of Technological Determinism. The purpose of this qualitative case study was to explore access to emergency services for those who cannot use traditional access points within a city of Missouri's 911 answering systems. Interviews were conducted with firefighters, police officers, emergency medical services (EMS) personnel, and 911 dispatchers to gain their insights regarding the feasibility of integrating chatrooms within the 911 communications infrastructure. The findings identified five key themes: technological and environmental factors, the necessity for enhanced communication, the benefits and time-sensitive nature of interventions, implementation and organizational readiness, and considerations regarding regulatory and policy frameworks. These implications for fostering positive social change suggest a potential to better address the nonverbal communication needs of emergency services by enhancing and expanding accessible communication methods, such as chatrooms within existing 911 emergency services.

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