Grays Harbor Communications has introduced a virtual assistant to help answer calls made to the county’s non-emergency line, allowing emergency telecommunicators to remain focused on 911 calls and active incidents.

The new system, known as AVA, will only handle calls placed to the Grays Harbor Communications non-emergency number. It will not answer 911 calls.

Officials emphasized that anyone calling 911 in Grays Harbor County will continue to speak directly with a trained human telecommunicator.

Grays Harbor Communications is the consolidated dispatch center for law enforcement, fire and emergency medical services throughout Grays Harbor County, with the exception of the Washington State Patrol. The center serves approximately 78,000 year-round residents, with the county’s population increasing to more than 100,000 during the peak summer months.

In 2025, the center answered 42,014 emergency calls and 60,596 non-emergency calls. Non-emergency calls accounted for nearly 60 percent of its total incoming call volume.

Until now, those calls were handled by the same telecommunicators responsible for answering 911 calls and managing law enforcement, fire and EMS radio traffic.

When someone calls the non-emergency line at 360-533-8765, AVA can gather information through a conversational exchange. When appropriate, the system can create a call for service in the dispatch system for review and processing by a telecommunicator.

The system can communicate in more than 45 languages. It is also designed to recognize when a caller may be reporting an emergency. If a potential emergency is identified, the caller will be transferred to a Grays Harbor Communications telecommunicator.

“I want to reassure our community, when you call 911 in Grays Harbor County, a trained 911 Telecommunicator answers. That is not changing,” said Jaimie Green, executive director of Grays Harbor Communications.

Green said the new system will help the center manage its large volume of non-emergency calls while keeping telecommunicators available for emergencies and priority radio traffic.

Grays Harbor Communications said it continues to face staffing challenges while providing emergency communication services around the clock. The center also experiences increased demand during the summer as thousands of visitors travel to the county.

Residents should continue to call 911 for emergencies or situations requiring an immediate public-safety response.

For non-emergency law enforcement requests, questions or situations that do not require an immediate response, call Grays Harbor Communications at 360-533-8765.

Additional information is available at gh911.org.