AVA (Aurelian Virtual Assistant) is designed to answer certain calls placed to our non-emergency phone number. The system is designed to get you assistance and information quickly and easily - without hold times.
AVA handles a variety of calls on the non-emergency line, such as:
The primary function of AVA is to keep our Communicators - who answer both the 9-1-1 and non-emergency lines - free to answer emergency calls more quickly.
AVA functions best when spoken to in full sentences, which provides the neccesary context for your call. Instead of providing one word answers like "Report" or "Information," just have a normal conversation.
Specific questions will be asked depending upon the situation. Answer clearly and naturally, and a recap will be provided at the end of your call to ensure the information was gathered correctly.
The more information you provide initially, the better the assistance is that can be provided. AVA will ask specific questions once it is determined what the call is about.
Calls needing immediate response from Police, Fire, or EMS should always be made to 9-1-1. However, situations can evolve quickly. If an emergency situation is identified, AVA will immediately transfer your call in to the communications center.
Absolutely not - AVA is a tool to assist Communicators, not a replacement for them. Communicators are highly trained individuals who are trained to provide a wide-variety of lifesaving instructions for situations including:
Information provided to AVA is reviewed by a trained Communicator, and a call for service based upon this information will be created when appropriate. Communicators also may follow-up with you via phone call or text message when additional information is needed.
The system will ask you what you are looking to speak to someone about. The sole reason for this question is to direct your call to the proper party. For example, if you are looking to speak to someone in the jail, a Communicator would not be able to assist with this and would need to transfer you to the jail - AVA can do that.
If enough information can not be obtained to determine proper routing for the call, it will be routed in to the communications center to hold for the next available Communicator, with the call being prioritized behind incoming 9-1-1 calls.
Please contact us at 911@danecounty.gov
