The Top 7 Workforce Management and Scheduling Solutions for PSAPs
Written by Emily Miller, Director of Marketing at Wilmac Technologies
You’re a supervisor sitting in a 911 center. The phones are ringing. Every call taker is managing high-pressure interactions.
The stakes are high.
Yet hours of your week disappear into spreadsheets, emails, and manual processes just to keep your center staffed. Instead of focusing on leadership, coaching, and the floor itself, you’re tied to tools that weren’t built for the fast-changing realities of 911.
Meanwhile, your call takers and dispatches are stretched thin. Breaks get pushed back. A single call-out can unravel coverage across the floor. Most systems built for scheduling don’t show what’s happening in real time, which forces you into constant guesswork.
Workforce management can change that.
Workforce management, or WFM, has long been standard in traditional contact centers, but adoption in 911 is still emerging. Many of the tools used in PSAPs today are designed as scheduling systems, not full WFM platforms, and the difference matters.
In this blog, we’ll briefly discuss the differences between scheduling and workforce management and walk through seven of the workforce management and scheduling tools used in Public Safety Answering Points across North America.
Here’s a sneak peek of the list (click to skip ahead!):
Workforce Management vs. Scheduling in PSAPs
In 911 environments, “scheduling” and “workforce management” get used interchangeably, but they solve very different problems.
Scheduling
Scheduling focuses on creating and publishing shift assignments. A scheduling tool typically allows supervisors to:
- Build shift templates and rotations
- Manage time-off requests and shift swaps
- Track overtime
- Share updates with staff
Scheduling systems are designed to answer one question:
“Who is supposed to be working?”
These tools generally operate at the planning level. Once the shift starts, they provide limited support for the real-time changes that happen on a 911 operations floor.
Workforce Management (WFM)
Workforce management extends beyond schedule creation to include the operational oversight required during active shifts. A WFM platform typically supports:
- Real-time, desk- or position-level visibility
- Intraday adjustments
- Forecasting to enforce minimum staffing
- Skill- and certification-based placement
- Analytics and patterns that influence staffing decisions
- AI-assisted workflows
WFM answers a different set of questions, including:
“Who is actually on the floor right now?”
“Do we have enough coverage for Halloween?”
“What needs to shift based on what’s happening in real time?”
Why the Difference Matters
Scheduling is about planning. Workforce management is about operating.
And in 911 centers, where coverage changes quickly, roles require specific skills, and every console matters, operational visibility is often just as essential as the schedule itself.
The first AI-Powered WFM Solution built for PSAPs. Skip to Number 1>>
Number 7: PowerTime
Classification: Scheduling
PowerTime is a digital personnel scheduling software designed specifically for public safety agencies including law enforcement, emergency communications, fire, and EMS. It is offered by PowerDMS.
PowerTime is primarily a scheduling solution rather than a comprehensive workforce management system. While it includes some workforce management features, its core functionality centers on creating, publishing, and managing shift schedules.
Key Strengths of PowerTime
- Schedule templates for complex rotations
- Time-off requests and shift swaps
- Real-time schedule views with mobile accessibility
- Automated notifications via email, text, and app
- Seamless payroll exports
Operational Considerations
PowerTime focuses on streamlining the scheduling process itself. While effective for day-to-day schedule management, it’s less robust for the long-term workforce optimization and comprehensive compliance tracking.
Number 6: Schedule Express
Classification: Workforce Management
Schedule Express is a workforce management solution specifically designed and built for public safety agencies including police, fire, 9-1-1, corrections, EMS, records, and investigations. It is offered by Safe Cities.
Schedule Express positions itself as a comprehensive workforce management solution rather than just a scheduling tool. Launched in 2003 as a cloud-native platform, it goes beyond basic scheduling to encompass broader workforce management capabilities.
Key Strengths of Schedule Express
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Cognitive Configurator Engine for automated workflow management
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Time off requests, shift trades, and OT automation from request through approval
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Time and attendance tracking with payroll integration
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Sudit trails and reporting for workforce analytics
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Notifications and alerts for schedule changes
Operational Considerations
Schedule Express supports a range of workforce management functions, including rule-based scheduling, automated workflows, and compliance-related tracking. Its design focuses on policy-driven scheduling and administrative workforce coordination.
Number 5: ScheduleAnywhere
Classification: Scheduling
ScheduleAnywhere is an employee scheduling software designed for recurring shift schedules with consistent coverage needs, such as public safety, healthcare, and corrections. It is offered by TCP Software.
ScheduleAnywhere is primarily a scheduling platform focused on building, updating, and communicating shift schedules. While it includes tools such as coverage checks and certifications, its capabilities center on schedule creation rather than broader workforce-management functions. TCP Software acquired ScheduleAnywhere in 2022.
Key Strengths of ScheduleAnywhere
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Online schedule creation for rotating and complex shifts
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Mobile access for viewing schedules and receiving updates
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Tools for shift changes, swaps, overtime tracking, and certification management
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Coverage checks across multiple departments or locations
Operational Considerations
Schedule Anywhere is focused on creating and communicating shift schedules and coordinating staffing across departments. Its functionality centers on schedule setup, updates, and notifications rather than real-time operational oversight.
Almost halfway to the Top WFM & Scheduling Solution! Skip to it>>
Number 4: InTime
Classification: Workforce Management
InTime is a public safety workforce management platform designed to support scheduling, staff management, and personnel planning across law enforcement, fire, corrections, and dispatch agencies. It is developed by InTime Solutions.
InTime positions itself as a comprehensive workforce management solution with modules for scheduling, timekeeping, training, and personnel oversight. Its capabilities extend beyond shift creation into compliance tracking, staffing administration, and broader resource planning.
Key Strengths of InTime
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Configurable scheduling rules for shifts, overtime, leave types, units, and assignments
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Month-by-month schedule visibility with built-in reporting and audit trails
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Mobile self-service for schedule viewing, overtime sign-ups, and leave requests
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Training and personnel modules for certifications and skill tracking
Operational Considerations
InTime’s feature set centers on structured scheduling, staffing rules, and administrative workforce management functions. While it includes modules for training, personnel, and compliance, its operational focus is oriented toward planning and administration rather than real-time, intraday visibility into active dispatch operations.
Number 3: Aladtec
Classification: Scheduling
Aladtec is a scheduling and workforce administration system used across fire, EMS, law enforcement, and dispatch. It is offered by TCP Software, similar to Schedule Anywhere.
Aladtec is primarily centered on schedule creation and request management, with additional administrative capabilities such as form tracking and documentation. While it supports a variety of workflows, its core function is maintaining and updating shift schedules.
Key Strengths of Aladtec
- Shift scheduling with time-off and shift-swap workflows
- Mobile access for staff through the Aladtec app
- Documentation tools such as equipment logs, unit checkouts, and training reports
- Certification and qualification tracking for staffing requirements
Operational Considerations
Aladtec focuses on scheduling and administrative documentation. Its functionality centers on creating schedules and managing related requests and forms.
Number 2: UKG Telestaff
Classification: Scheduling
UKG TeleStaff, developed by UKG (Ultimate Kronos Group) is an automated scheduling system used widely across public safety. It applies rule-driven scheduling logic to manage shift bidding, overtime, leave policies, and labor compliance.
TeleStaff is primarily designed to automate schedule creation and maintain compliance with agency, union, and labor rules. Its core capabilities focus on generating, publishing, and updating schedules.
Key Strengths of UKG Telestaff
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Rules-based automation for complex scheduling requirements
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Centralized workflows for overtime, leave requests, and policy-driven approvals
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Mobile access with notifications for schedule updates
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Integration with HR, payroll, and timekeeping systems
Operational Considerations
TeleStaff is oriented toward rule-based scheduling and compliance. Its design focuses on staffing rules, time-off management, and automated roster generation.
Number 1: Wilmac Continuity WFM
Classification: Workforce Management
Wilmac Continuity WFM is an AI-powered workforce management platform built specifically for 911 dispatch operations. It is offered by Wilmac Technologies.
Wilmac Continuity WFM is designed to support both schedule planning and active operational management within 911 centers. Its functionality extends beyond shift creation to include live console visibility, intraday adjustments, minimum staffing enforcement, and reporting.
Key Strengths of Wilmac Continuity WFM
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Real-time desk-level coverage views and intraday tools for staffing adjustments
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Automated workflows for PTO, overtime, and approvals
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Skill- and attribute-based scheduling for multi-role and multi-agency environments
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Reporting on staffing patterns, training hours, and workload distribution
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AI-supported insights for identifying staffing gaps and recommending adjustments based on live conditions
Operational Considerations
Wilmac Continuity WFM is structured to support ongoing operational oversight throughout the day, not just schedule creation. Its design centers on providing visibility into live console assignments and enabling intraday staffing updates as conditions change.
We’re offering a limited-time free trial of Wilmac Continuity WFM. Try it out>>
In Closing
Every 911 center operates differently; staffing models, agency structures, and scheduling practices all vary. What remains consistent is the need for reliable coverage and tools that support the people doing the work.
Whether you rely on a scheduling system or move toward full workforce management, the goal is the same: keeping the floor staffed and the community protected.
If you want to see what workforce management designed specifically for PSAPs looks like, you can explore Wilmac Continuity WFM through a free trial.
