10/22/24
For more than four decades, PowerPhone has been synonymous with excellence in 911, setting the standard for telecommunicator training across the United States. Founded in 1984, our mission was clear from the beginning: to recognize and elevate the critical role of the 911 call taker within the emergency response ecosystem. We’ve had the privilege of training over 500,000 dispatchers, providing them with the skills and confidence to handle some of the most challenging and complex emergency situations.
The legacy of PowerPhone is one of innovation, dedication, and a relentless commitment to improving 911 outcomes. My father, Phil Salafia, our founder, was a true pioneer in advocating for the importance of structured call handling for telecommunicators. He identified early on what many others had overlooked—that dispatchers were much more than just the people on the other end of the phone directing responders. They were an essential, yet underappreciated link in the emergency response chain.
From the very beginning, PowerPhone sought to redefine what it meant to be a dispatcher. We were the first to develop police and fire protocols, and authored crisis communications concepts that have since become the bedrock of 911 training standards nationwide. Phil, along with a dedicated team of professional trainers, traveled the world, providing training on topics like law enforcement and fire service dispatch, suicide intervention, domestic violence, and more. We stayed current with the issues impacting public safety, setting the bar high for others in the industry. PowerPhone became the gold standard for dispatcher training, often imitated but never replicated.
As technology evolved, so did we, and we introduced a customizable, comprehensive 911 protocol software product, Total Response, built on the foundation of our passion for transforming chaos into clarity and information into action. Currently serving more than 700 PSAPs nationwide, the Total Response system has reinforced our mission: equipping telecommunicators to save lives, and we’re proud to share the next step of our evolution, as we update our company name to Total Response.
”We are standing on the shoulders of everything we’ve achieved—every dispatcher trained, every life saved—and moving into the future with a name that reflects the breadth and depth of what we do.
A Natural Evolution
As we transition to our new name, Total Response, we do so with pride and deep reflection. This is not a pivot; it’s a natural evolution—one that builds on forty years of excellence. Our core values and commitment remain the same, and the mission that Phil started is more relevant than ever. We are standing on the shoulders of everything we’ve achieved—every dispatcher trained, every life saved—and moving into the future with a name that reflects the breadth and depth of what we do.
The name Total Response is not just a rebranding; it’s an embodiment of the platform we’ve built over the years. The essence of Total Response lies in its comprehensive approach to 911 call handling. It’s no longer just about medical dispatch—structured protocols can and should be applied to every emergency, whether it’s a call for police, fire, or EMS. Total Response captures this holistic approach, ensuring precision, accuracy, and care. Every call. Every time.
A Commitment to Excellence
Internally, Total Response serves as more than just a new name—it’s a call to action. It reminds us of the high level of service we’ve always provided to our customers and the public safety community. We understand the critical nature of the work you do every day, and we are committed to giving you our very best. The name Total Response reflects our promise to always be there for you, to support you, and to continue raising the bar for service and innovation.
For us, this transition is a celebration of where we’ve been and an exciting step forward into the future. We will continue to challenge the status quo, exceed expectations, and find new ways to improve the 911 system. We remain committed to the values that have always guided us—integrity, service, and a relentless focus on saving lives. The trust and partnership we’ve built with telecommunicators, public safety agencies, and the communities they serve, will only grow stronger as we embrace this new chapter.
”Total Response is not just a name—it’s a reflection of our ongoing mission to provide best-in-class solutions to the ever-evolving challenges of emergency communications.
Looking Forward, Reflecting Back
As we move ahead as Total Response, we do so with a deep appreciation for the legacy of PowerPhone. The journey that began four decades ago with a mission to train and empower dispatchers has now evolved into something much greater. But we have never forgotten where we started, and we look back with pride on the work that has shaped us into the organization we are today.
Phil Salafia’s vision and pioneering spirit live on in everything we do. We will continue to build on that legacy, ensuring that the next forty years and beyond are as transformative as the last.
We are excited for the future and confident that Total Response is not just a name—it’s a reflection of our ongoing mission to provide best-in-class solutions to the ever-evolving challenges of emergency communications. We are Total Response, and we are here for you.
Chris Salafia
CEO
A 30-year industry veteran, Chris holds four patents relating to emergency communications. An unabashed futurist, he enjoys challenging the status quo and engaging people, processes, and technology to improve 911.
