Ulster County Launches PowerEngage to Strengthen 911 Customer Service

Published on June 24, 2026

KINGSTON, NY - Ulster County Department of Emergency Services has launched PowerEngage, a new text‑based feedback tool that allows residents to share their experience after certain non‑life‑threatening interactions with 911. Ulster County is one of only three Public Safety Answering Points (PSAPs) in New York State currently implementing this technology.

PowerEngage sends a short, optional survey to residents hours or days after a qualifying call. The survey asks how satisfied callers were with the way their call was handled and provides an opportunity to share additional comments, feedback or an avenue to thank the 911 dispatcher that handled the call. Responses help the County better understand community needs and support ongoing improvements in emergency communications.

This new tool is part of the Department of Emergency Services’ broader effort to enhance transparency, strengthen customer service, and support dispatchers through meaningful feedback. Ulster County’s 911 center answers more than 120,000 calls each year — an average of 329 calls per day, or one every 4.5 minutes.

Not all callers will receive a survey, and participation is entirely voluntary. Surveys will never be sent between 8 PM and 8 AM, and they cannot be used to report emergencies or criminal activity. As always, residents should call 9‑1‑1 for any emergency.

"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. That feedback is invaluable as we work to strengthen our operations, support our staff, and ensure we're delivering the highest level of emergency communications service to the residents of Ulster County."

“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. I commend Commissioner Everett Erichsen and the Department of Emergency Services for embracing innovations that put residents first and help us deliver the highest standard of care.”