Don’t Take It From Us: Why ECCs are Loving Roadside Assistance in RapidSOS UNITE

In the high-pressure world of emergency dispatch, every second spent on Google is a second taken away from a life-saving call. While "non-emergencies" like flat tires or lockouts might not require a siren, they still require a solution—and for a long time, that solution was a manual headache for dispatchers.

But things are changing, RapidSOS sat down with three Emergency Communications Centers (ECCs) to hear how the Roadside Assistance feature in RapidSOS UNITE is transforming their workflow.

The consensus? Don’t take our word for it—take theirs.

Efficiency That Protects the Rotation

For many agencies, managing tow rotations is a delicate balancing act. Angela Chapman, 911 Dispatcher at Martin County’s Sheriff’s Office noted that the effectiveness of the RapidSOS integration and how it handles the "gray area" calls without disrupting official protocols:

“I like the feature because we can connect to anybody and still have our rotation kept for those arrests and crashes. It’s worked out great for us.”

Beyond protocol, it's about eliminating the guesswork. When a stranded caller doesn't know who to call, the burden often falls on the dispatcher to become a search engine.

“Sometimes when we ask, 'Do you have a preference?' they say, 'I don’t know.' Then we have to figure out who to call... we only really know the ones on our rotation. Now, we don't have to Google who else is out there. It saves us from all that.”

Putting Citizens First in Houston County

In Houston County, the move to integrate Roadside Assistance was driven by a simple goal: better service. Since their first event—a lockout on August 17, 2025—they use it regularly with multiple events per week, over 50+ trained users, with 100% applicable calls.

The results have been a win-win for both the public and the staff:

• Reduced Friction: Citizens no longer get frustrated waiting for a solution that the ECC couldn't previously provide.
• Empowered Employees: Dispatchers can now solve a problem with the press of a button.
• The "Lockout" Leader: Lockouts have emerged as their #1 non-emergency call, and having a streamlined way to handle them has been described as working "very well for our employees."
  

Real Stories from Santa Fe and Martin County

The data tells a story of variety and speed. Whether it's a fuel delivery on the side of a highway or a tire change after a nice dinner, RapidSOS UNITE is filling the gap.

Santa Fe: Speed and Relief

Sol Gonzalez from Santa Fe shared the emotional impact of the new tool:

"The second I saw we were providing roadside assistance, I was so relieved. I can really help people who are emotional at the moment... I know the call is going to go fast and I can get back to answering other phones."

This sentiment transforms the service from a simple "tow request" into a vital public service initiative. It’s about more than just moving vehicles; it’s about moving people through their worst moments with empathy and efficiency.

Instead of just checking boxes on a calendar, Santa Fe’s impact is measured by the range of lives touched:

• The Highway Lifeline: On the windswept stretch of highway heading toward Albuquerque, a driver stranded with an empty tank wasn't just a "fuel delivery" statistic. They were the first to experience the new standard of Santa Fe’s roadside response—turning a dangerous situation into a quick recovery.
• The Evening Save: Sometimes, the need for a "public service" hits closer to home. When a flat tire threatened to ruin an evening out, the team stepped in. These "lifestyle saves" prove that the initiative is there for the community during their daily lives, not just during extreme emergencies.
• The Stress-Free Solution: We all know the sinking feeling of seeing your keys through a locked window. By handling lockouts with ease and professional speed, Santa Fe dispatchers are proving that high-tech tools like RapidSOS UNITE allow them to solve "human errors" without slowing down the rest of the city's emergency needs.

Martin County: High Satisfaction

In Martin County, the feedback hasn’t just been internal—it’s coming from the drivers themselves via Net Promoter Scores (NPS).

The feedback from ECCs using the Drivers Premier and RapidSOS UNITE integration has been consistent: it removes the guesswork from dispatch. As one dispatcher noted, "Sometimes when we call, [the caller] won't have a preference... we only really know the ones on our rotation, so we have to Google who else is out there. This saves us from having to go through all that." By digitizing the process, Martin County is ensuring their rotations stay clear for high-priority incidents like arrests and crashes, while still providing citizens with elite roadside service.

The impact in Martin County is best seen through the data. In one instance, a citizen leaving a restaurant at 9:00 PM with a flat tire was serviced in under an hour, resulting in a perfect 10/10 NPS score. Whether it's coordinating a 13-mile tow or allowing a resident to seamlessly schedule a lockout service for the following morning, the system is delivering high quality service. Martin County proves that when you offload the logistics of roadside assistance, the citizens win and the dispatchers finally get their time back.

The Bottom Line

As one Santa Fe leader put it: “If you’re looking to create more efficiency for your team, RapidSOS is the way to go, definitely.”

By removing the need for manual searches and providing immediate resources to people in distress, ECCs are doing more than just dispatching—they are providing peace of mind.

Learn more on how to streamline Roadside Assistance through RapidSOS UNITE for your center