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You’ve invested in state-of-the-art dispatch consoles, but what about the people who use them? The Hidden Challenge After Renovation Many Emergency Operations Centers (EOCs) face a unique challenge after renovation, building a cohesive, high-performing team in an environment that is anything but static. High turnover rates, shifting agency involvement, and temporary task forces can disrupt team dynamics. Even longstanding teams can struggle with lingering interpersonal issues that undermine collaboration. The reality is that technology alone doesn’t guarantee success. A well-designed console can reduce physical strain, but it cannot resolve communication breakdowns or trust gaps among dispatchers and supervisors. Without strong teamwork, even the most advanced control room can fall short of its potential. This is why investing in team-building strategies  is just as important as investing in cutting-edge furniture. By fostering mutual trust, open communication, and resilience under stress, PSAP leaders can ensure their teams thrive in high-pressure situations, because when seconds count, teamwork matters as much as technology. Characteristics of Effective Teams In a Public Safety Answering Point (PSAP), technology sets the stage, but people make the performance. A team’s ability to function under pressure depends on more than job titles and protocols; it hinges on the strength of its internal dynamics. Here are the five essential characteristics that define an effective PSAP team: Mutual Trust Trust takes time to build but can be lost in an instant. In a high-stakes environment, dispatchers and supervisors must feel safe to share ideas, ask questions, and admit mistakes without fear of retaliation. This psychological safety is the foundation for collaboration and quick decision-making. Mutual Support When team members genuinely care about each other’s success, they stop wasting energy on self-protection and start focusing on the mission. Mutual support ensures that everyone feels valued and empowered to perform at their best, even during the most stressful shifts. Genuine Communication Authentic communication means openness from the speaker and unbiased listening from the listener. When trust and support are present, conversations become transparent, and misunderstandings are minimized. In emergency operations, clarity isn’t optional, it’s lifesaving. Acceptance of Conflict Differences of opinion are inevitable, and in fact, they can be an asset. Effective teams view conflict as a natural part of collaboration, not a threat. By addressing disagreements constructively, PSAP teams can innovate and adapt quickly. Mutual Respect for Individual Differences Every dispatcher brings unique skills and perspectives. Respecting these differences while aligning on common goals creates a resilient team that can handle complex, evolving situations without unnecessary conformity. Building these characteristics into your PSAP culture doesn’t happen overnight, but it’s worth the effort. When trust, support, and communication thrive, your team becomes more than a group of individuals; it becomes a unified force ready to respond when lives are on the line. Managing Stress in High-Pressure Environments Even the most experienced dispatchers face intense pressure during critical incidents. Stress is inevitable in a PSAP, but unmanaged stress can erode performance, morale, and team cohesion. Leaders must recognize that supporting their staff psychologically is just as vital as providing ergonomic workstations. Why Stress Management Matters Under stress, people often act impulsively, focus only on immediate problems, or forget established protocols. These reactions can compromise response times and decision-making. A strong stress management strategy helps maintain clarity and confidence when every second counts. Three Principles of Psychological Support Effective Leadership In a crisis, people look for direction. A confident, organized leader inspires trust and provides structure in chaotic situations. Supervisors should communicate clearly and demonstrate calm authority. Empathetic Interaction Friendly, empathetic engagement goes a long way in reducing tension. Leaders who listen and acknowledge concerns create a supportive environment where dispatchers feel valued. Goal-Oriented Behavior Assigning meaningful tasks helps staff regain focus. When people understand what to do and why it matters, stress becomes manageable and productivity improves. Practical Tips for Supervisors Supervisors in a PSAP or EOC environment must remain vigilant about working conditions and the stressful events that can impact staff performance. Beyond leadership and communication, proactive stress management is essential. Here are four proven methods to help employees cope with high-pressure situations: Debriefing Conduct a debriefing at the end of each shift to review operational procedures and identify areas for improvement. This structured discussion helps staff process the day’s events and reinforces best practices. Defusing When an emotionally intense incident occurs, schedule a defusing session within 12 hours. This short, informal meeting (30–45 minutes) involves only the most affected personnel and is led by qualified facilitators. Its purpose is to allow team members to express feelings and regain composure before returning to work. Critical Incident Stress Debriefing (CISD) For more severe events, a CISD provides a confidential group setting where staff can share emotional reactions and receive support. The goal is to reduce the psychological impact of the incident and accelerate recovery. Post-Operation Debriefing After major operations or demobilization, organize a formal debriefing with all involved agencies. This meeting captures lessons learned, evaluates response strategies, and ensures accurate documentation for future improvements. By integrating these practices into your PSAP culture, supervisors can protect staff well-being, maintain operational readiness, and foster a resilient team capable of handling the most demanding situations. Ready to Build a Control Center That Works as Hard as Your Team? Your dispatchers deserve more than just a workstation, they deserve a workspace designed for comfort, efficiency, and resilience. Explore our catalog of ergonomic control consoles and discover how the right environment can elevate performance and reduce stress. Source: "Emergency Operations Centre. Operational Guidelines" 2nd Edition. Emergency Management BC.

In today’s fast-paced world, public safety agencies face increasing pressure to respond quickly and effectively to emergencies. At the heart of this mission-critical work are 911 dispatch centers, environments where every second counts and every decision can save lives. These centers rely on specialized workstations known as control room console , designed to support the unique demands of emergency communication. Unlike standard office furniture, dispatch consoles must integrate seamlessly with advanced technologies such as CAD systems, radio networks, and multi-screen setups, all while ensuring operator comfort during long shifts. Ergonomics , durability, and adaptability are not luxuries, they are necessities. A poorly designed console can lead to operator fatigue, slower response times, and even costly equipment failures. For agencies planning their first dispatch center or upgrading an existing one, understanding the critical role of console design is essential. The right solution doesn’t just organize hardware; it creates a workspace that enhances focus, reduces stress, and improves operational efficiency. In this blog, we’ll explore what makes a dispatch console truly effective, the latest trends in control room furniture, and how investing in the right design can transform your emergency response capabilities. How to setup a modern dispatch control room? Designing a PSAP is more than arranging desks and screens on top of a desk. It’s about creating an environment that supports mission-critical operations and operator well-being. Modern dispatch control rooms are specifically adapted to IT-intensive requirements, just like other types of consoles used in high-stakes environments such as air traffic control or network operations centers. Let’s start thinking about the overall layout. When planning the distribution and layout of your control room, two categories of factors will guide your decisions: Tangible Factors These are the physical elements that define the structure and functionality of the space: Layout : The positioning of consoles, screens, and equipment to ensure clear sightlines and efficient workflows. Workstations : Ergonomic consoles designed for 24/7 use, accommodating multiple monitors and integrated technology. Materials : Durable, high-quality finishes that withstand heavy use while maintaining a professional appearance. Accessories: Cable management systems, adjustable monitor arms, and storage solutions  that keep the workspace organized. Intangible Factors These are environmental aspects that influence operator comfort and performance: Ambient Lighting : Proper illumination reduces eye strain and enhances focus during long shifts. Temperature Control: Maintaining a stable, comfortable climate is essential for operator alertness. Noise Management : Acoustic treatments and sound-absorbing materials help minimize distractions in high-activity environments. Balancing these tangible and intangible factors is critical to creating a dispatch center. Needs of a 911 dispatch center: Unlike standard office furniture, dispatch consoles are engineered to meet the unique demands of emergency communication environments. These mission-critical workstations must deliver on four essential requirements: IT Equipment Support 911 dispatch centers rely on multiple monitors, communication devices, and specialized software. Consoles must provide:   Surface Design: Options like cockpit-shaped surfaces for immersive, multi-screen setups or linear configurations for streamlined workflows. Size Flexibility: Scaled to fit the purpose of each workstation and the available floor space. Strength & Durability: High-pressure laminate (HPL) surfaces that are anti-scratch, anti-stain, and anti-static, ensuring longevity under heavy use. Accessories: Integrated task lights, status indicators, keypads, cooling fans, and urethane edging for operator comfort and equipment protection.   24/7 Durability Dispatch centers never sleep, and neither can their furniture. Underneath the surface, consoles feature:   A strong substructure: We use a steel substructure, built from 12-gauge steel for unmatched stability. Cable Chains & CPU Enclosures: Sliding trays with lockable doors for secure equipment housing. Height Adjustment Actuators: Supporting up to 250 pounds, enabling sit-stand flexibility for operator wellness. Power Distribution Units: Organized and accessible for uninterrupted operations.   Cable Management A clutter-free environment is essential for efficiency and safety. Advanced systems include:   Grommet and Monument Solutions: For clean cable routing. Monitor Arms: Adjustable for ergonomic viewing and space optimization.   Ergonomic Design Operator comfort directly impacts performance. Features include: Adjustable Work Surfaces: Promoting healthy posture during long shifts. Integrated Storage Solutions: Cabinets, drawers, box-file combinations, and extra work surfaces to keep essentials within reach.   Every detail, from the surface finish to the steel framework must serve a purpose. Like to create a reliable, efficient, and operator-friendly workspace that supports life-saving decisions. Ready to Design a Dispatch Center That Works as Hard as You Do? Every second matters in emergency response, and your control room should reflect that. If you’re planning a new 911 dispatch center or upgrading an existing one, our design team is here to help. We specialize in creating mission-critical environments that combine durability, technology integration, and operator comfort. Talk to our experts today  and discover how the right console design can transform your operations.

The Stakes in Mission-Critical Environments A mission-critical environment is a system that is essential to the survival a business or organization. An organization an be as big or small as needed. When mission-critical environment fails, it endangers and affects the business or organization it is a part of. Think of the Robotics Mission Control Center for the Canadarm, or a local emergency communications center. Canadarm, Robotics Mission Control Center For 911 dispatchers, their mission critical environment is often called a Public Safety Answering Point ( PSAP ) , or an emergency communications center. These work environments house the emergency telecommunicators, their computers, their radio equipment, their monitors and of course - their dispatch consoles. Since they coordinate emergency response they work 24/7 and the staff requires specialized furniture to support their heavy equipment usage. This means keeping IT equipment stored away safely, ensuring there aren’t any outages due to accidental disconnection and providing a comfortable and ergonomic workstation. To do this, dispatch consoles use technology integration into their design and heavy duty materials in their construction. Why Choose Steel Over Pressed Wood Structural Strength Steel substructures offer high rigidity and minimal deflection. Designed for a service life of 20+ years , even under continuous use. Moisture Resistance Powder-coated steel resists moisture effectively. Corrosion only occurs if the protective finish is breached — unlike pressed wood, which can swell or degrade. Fastener Integrity Bolts and inserts in steel maintain their strength indefinitely. Wood fasteners can loosen over time, especially under vibration or load. Impact & Wear Resistance Steel may dent but remains structurally sound. Pressed wood is more prone to cracking, splintering, and surface damage. Fire Safety Steel is non-combustible , offering a safer option in emergency scenarios. Wood-based furniture contributes to fire load and risk. Maintenance Needs Minimal upkeep: occasional hardware tightening and finish touch-ups. Wood requires more frequent inspection and repair. Lifecycle Cost Higher upfront investment in steel. Significantly lower long-term costs due to durability and reduced maintenance. Best Practices for Long-Term Performance To ensure your control room furniture delivers reliable performance over decades of continuous use, it’s essential to make informed choices during the specification and procurement stages. Based on Sustema’s experience in designing consoles for mission-critical environments, here are key recommendations: Specify All-Steel Frames for Load-Bearing Components: Steel frames provide unmatched structural integrity and long-term stability. Avoid mixed-material designs for critical load paths, full steel framing ensures consistent performance under heavy equipment and operator use. Choose High-Pressure Laminate (HPL) Over Moisture-Resistant Cores: While moisture-resistant cores offer some protection, HPL surfaces bonded to steel substructures deliver superior durability, scratch resistance, and aesthetic longevity, especially in high-traffic dispatch centres. Use Metal Inserts or Through-Bolts for High-Load Accessories: For mounting monitor arms, CPU holders, or other heavy accessories, rely on metal inserts or through-bolts anchored into steel. This prevents loosening over time and maintains secure attachment points. Ensure Materials Can Withstand Environmental Conditions: Control rooms typically operate within 40–60% relative humidity and 18–26 °C. All materials, from surface finishes to structural components, should be rated for stability and performance within this range to avoid warping, corrosion, or degradation. By following these best practices, agencies can maximise the lifespan of their investment, reduce maintenance costs, and ensure uninterrupted performance in the most demanding public safety environments. Lifecycle Value: Investing in Reliability In mission-critical environments, furniture isn’t just a line item, it’s a long-term investment in operational continuity. While steel-framed control consoles may carry a higher upfront cost compared to pressed wood alternatives, the long-term financial benefits are substantial. Steel: Built for the Long Haul: Steel substructures offer exceptional durability, requiring minimal maintenance over decades of use. Their resistance to wear, moisture, and structural fatigue means fewer service calls, less downtime, and virtually no need for replacement, a key advantage in 24/7 operations like PSAPs. Pressed Wood: The Hidden Costs: Though initially more affordable, pressed wood furniture often incurs hidden costs over time. Susceptibility to moisture damage, fastener loosening, and structural degradation can lead to frequent repairs or full replacements, disrupting operations and inflating lifecycle expenses. Choosing steel isn’t just about strength, it’s about reliability, safety, and cost-efficiency. For agencies tasked with protecting public safety, investing in robust, long-lasting furniture ensures that dispatchers can focus on their mission without worrying about the integrity of their workspace. Making the Right Choice for Your PSAP When it comes to outfitting your Public Safety Answering Point (PSAP), the choice of furniture is more than aesthetic, it’s strategic. Steel-framed control consoles stand out as the superior option, offering unmatched durability, safety, and long-term value. Their resilience under constant use, resistance to environmental stressors, and minimal maintenance requirements make them the ideal foundation for mission-critical operations. While pressed wood can still play a role, particularly for surface finishes, it should be used selectively and only when paired with proper specifications, such as high-pressure laminate and steel reinforcement. This ensures that aesthetics never come at the expense of performance. Ready to upgrade your control room with furniture built to last? Contact us today to explore Sustema’s steel workstation solutions, purpose-built for the demands of 911 operations and designed to support your team for decades to come.

Installation No. 25892 "What sets Sustema apart is their collaborative approach, attention to detail, and dedication to customer satisfaction. They not only met our expectations but exceeded them in terms of responsiveness, craftsmanship, and post-installation support." -Amanda Moore, Communications Director. Edgefield County Sheriff's Office. About the client: It is the mission of the Edgefield County sheriff’s office to provide its population of approximately 27,000 and its visitors with professional law enforcement services. Located on the Savannah River, the sheriff’s department is responsible for covering an area of 506 square miles.   About the project: Our client required a complete redesign of their dispatch consoles for emergency services since they were about to move into a new building. This included redesigned dispatch consoles that supported a lot more technology just their current IT equipment. They were using fixed height consoles with a single worksurface. As part of their center’s redesign, they required additional workspace for each console. Also, all dispatch consoles had to feature height-adjustable dual worksurfaces. They main goal was to make their four dispatchers, and two supervisors feel much more comfortable by providing them with new ergonomic specialized furniture.   About the solution: After discussing our various available solutions, our client chose the Transit Console, which is our most heavy-duty dispatch console. With its 12-gauge steel substructure and its high pressure laminated worksurfaces, our product met their specific requirements for their newly built emergency control room.   The furniture for this center is designed in the “cockpit” configuration , and each dispatch console occupies a footprint of 79 by 79 inches. This allows for them to be arranged in a closed pod configuration and connect to each other thanks to the integrated wall system.   To empower Edgefield’s 911 dispatch team, the Transit Console is manufactured using a steel substructure that supports the weight of the worksurfaces as well as the monitors and accessories attached to the worksurfaces. This metallic structure ensures the console remains operational 24/7 and prevents the worksurfaces to bend over time.   Mounted on the steel substructure are the height-adjustable worksurfaces. The Transit Console can be equipped with dual worksurfaces, where one is designated as the primary worksurface, and another one serves as the monitor worksurface. All the monitors, accessories, task lights and other peripherals like speakers are placed on the monitor worksurface. While keyboards and wireless mouse are placed on the primary worksurface.   For cable management, the Transit Console is equipped with grommet openings installed at both worksurfaces so that cables pass through it, and can be routed through the steel substructure, down the cable chains and directly into the CPU enclosures. Other cables like data and power sources can be routed through the wall support system which connects to the adjacent consoles, hence keeping all cables out of sight and secure. By using electrical raceways, data and power cables are kept separate and this in turn diminishes electromagnetic interference from the difference in voltages.   The HPL surfaces are scratch and stain resistant, as well as anti-static (meaning that it doesn’t not attract things like dust). To improve comfort when working long hours at the console, the worksurface features a urethane waterfall edge which provides a smooth surface for operators to rest their hands on and prevent stress-related injuries.   To improve the comfort of the dispatchers working at the console, the furniture is equipped with integrated heaters at the base of the console and cooling fans installed on the primary worksurface. Both of which are controlled with an integrated keypad.   To offer users easy access to data and power, the worksurface is equipped with a retractable monument featuring data and power outlets.   To complement the worksurfaces of the console, this setup included a Middle Peninsula with Storage with a worksurface that’s 6'2 by 3'2"that fits between 2 consoles. It features a grommet opening for a cable to be routed to the adjacent wall system, and 4 shelves for document storage and personal storage on both sides.   About the results : The implementation of the new Transit Consoles has significantly enhanced the working environment for Edgefield County’s dispatchers and supervisors. A total of four dispatcher consoles were installed in an open pod configuration, with two supervisor consoles positioned to oversee operations. This layout, combined with the cockpit-style configuration, creates an immersive and focused workspace where monitors surround the dispatcher, reducing external distractions and improving situational awareness. The dual height-adjustable worksurfaces have been a game-changer for ergonomics. Dispatchers can now customize the height of both the monitor and primary worksurfaces independently, allowing them to alternate between sitting and standing positions throughout their shifts. This flexibility promotes better posture, reduces fatigue, and supports long-term health and comfort. Integrating heaters and cooling fans allow each dispatchers to be more comfortable when workting at the emergency center, ensuring year-round comfort regardless of the room temperature. These are easily managed through a user-friendly keypad interface, which also controls surface height adjustments. Cable management has been vastly improved with grommet openings, cable chains, and integrated raceways that keep power and data cables organized and out of sight. This not only enhances the aesthetics of the workspace but also reduces clutter and potential hazards, contributing to a safer and more efficient environment. The addition of task lighting, articulated monitor arms, and anti-static, scratch-resistant surfaces further supports productivity and cleanliness. The urethane waterfall edge on the worksurfaces provides a soft resting point for hands and wrists, minimizing strain during extended use. Finally, the inclusion of retractable monuments with built-in power and data ports ensures that dispatchers have quick and convenient access to essential connectivity, reducing downtime and streamlining operations. Overall, the new console setup has empowered Edgefield’s dispatch team with a modern, ergonomic, and highly functional workspace tailored to the demands of 24/7 emergency response. Read what our client had to say: Ready to transform your control room? If you're planning a new control room or looking to upgrade your current setup, we’d love to help. Our team is ready to work with you to design a solution tailored to your operational needs and comfort. Contact us today to start building a workspace that empowers your team and supports 24/7 performance.

In high-stakes environments like 911 dispatch centres, every second counts. The layout of a control room isn’t just about aesthetics—it directly impacts response times, communication flow, and operator wellbeing. At Sustema, we’ve helped dozens of emergency centres across North America optimize their space for peak performance. This guide will walk you through the most effective control room layouts and help you choose the one that best fits your operational needs. Why Layout Is Critical in 911 Dispatch Centres A well-designed layout can: Reduce response time by improving line-of-sight and access to equipment. Enhance communication between operators and supervisors. Minimize fatigue through ergonomic design and noise control. Common challenges include limited space, multi-monitor setups, and the need for constant supervision. The right layout can transform team dynamics and streamline operations.   Overview of Popular Control Room Layouts Popular Control Room Layouts Here’s a breakdown of the most effective layouts used in mission-critical environments: 1. Linear Layout Best for:  Small teams, narrow rooms. Pros:  Simple, scalable, and easy to supervise. Cons:  Limited collaboration zones. 2. Cockpit Layout Best for:  Individual operators who require complete immersion. Pros:  Ergonomic reach zones and immersive setup. Cons:  Less suited for team-based operations. 3. U-Shaped Layout Best for:  High-interaction environments. Pros:  Maximizes surface area and supports multitasking. Cons:  Requires more floor space. 4. Array Configurations Best for:  Large centres with multiple teams. Pros:  Encourages collaboration and isolates noise. Cons:  Harder to supervise centrally. 5. Multidirectional / Spiral-Shaped Configuration Best for:  Complex operations with varied team roles. Pros:  Facilitates dynamic workflows and visual connectivity. Cons:  Requires advanced planning and more space.   How to Choose the Right Layout When selecting a layout, consider: Number of operators, how many people will work at each workstation and for how long, do they need to talk to each other? Room dimensions, obstacles like columns, raised floors and where the power is sourced. Technology requirements, how many monitors and what type of IT equipment will be mounted on the consoles. Supervision style, how will the supervisors communicate with their operators?   Finding the right layout for a small 911 dispatch communications center One of our recent projects  involved maximizing utility within a limited footprint: “Sustema has consistently demonstrated exceptional professionalism, technical expertise, and an unwavering commitment to quality in the design, manufacturing, and installation of dispatch consoles for emergency services.” Captain Cory Almond, Barrow County Sheriff’s Office .   Need a new layout for your control room? We can help Your control room layout is more than just furniture—it’s a strategic asset. Whether you're building a new dispatch centre or upgrading an existing one, choosing the right configuration can dramatically improve performance and morale.

In mission-critical environments like 911 dispatch centers , furniture is more than just a fixture. It plays a vital role in supporting operator performance, long-term health, and operational efficiency. The materials used in emergency dispatch consoles directly influence how well a center functions day after day. At the core of our emergency dispatch console design is a powerful combination: steel-framed structures paired with high-pressure laminate (HPL) worksurfaces . Together, they create ergonomic workstations that are built to last and designed to adapt.   1. Steel: The Backbone of Reliability Emergency dispatch centers operate around the clock. That’s why our consoles begin with a steel frame, chosen for its: Unmatched durability that resists warping, cracking, and fatigue Structural integrity that supports heavy equipment and multiple monitors Design flexibility that allows for modular configurations and future expansion This strong foundation ensures your investment remains stable and dependable through years of continuous use.   2. High-Pressure Laminate: Where Comfort Meets Performance The worksurface is where dispatchers spend most of their time. High-pressure laminate (HPL) offers: Smooth, low-glare surfaces that reduce eye strain Scratch and impact resistance for long-term durability Easy cleaning and maintenance, especially in shared workstations Custom finishes that align with your center’s branding and aesthetics HPL provides a tactile experience that supports comfort, cleanliness, and professionalism.   3. Ergonomics Engineered Into Every Layer The combination of steel and HPL is not just about strength. It is about supporting human performance. Our emergency dispatch consoles are designed to: Accommodate sit-stand workstyles with adjustable surfaces Support proper posture with monitor arms and keyboard trays mounted to steel frames Enable clean cable management through integrated channels and access panels Adapt to different operator roles with modular layouts and accessories Every dispatcher can work in a space tailored to their needs, reducing fatigue and improving focus.   4. Built for Your Center’s Unique Requirements Whether you are upgrading a legacy center or building a new one, our steel and laminate emergency dispatch consoles are: Scalable to grow with your team and technology Customizable to fit your room dimensions and workflows Future-ready to integrate new tech without compromising ergonomics We design solutions that evolve with your operations.   Materials Matter in Mission-Critical Spaces When lives depend on every decision made in your control room, your furniture must support your team physically and operationally. Steel structures and high-pressure laminate surfaces offer the perfect balance of strength, adaptability, and ergonomic excellence. Let’s build a workspace that works as hard as your dispatchers do. Contact us to get started.

We’re Headed to APCO Canada 2025 – Visit Us at Booth no.06! We’re excited to announce that we’ll be exhibiting at APCO Canada 2025 , taking place in the stunning setting of Niagara Falls . Join us at Booth no.06  as we showcase our latest innovations in dispatch console solutions , designed specifically for mission-critical environments like 911 communication centres. As specialists in control room furniture, we understand the unique challenges faced by public safety professionals. Whether you're building your first dispatch centre or upgrading an existing one, our consoles are engineered to support performance, comfort, and durability under pressure. What You Can Expect at Our Booth: Live demonstrations  of our ergonomic dispatch consoles Insights into design best practices  for control rooms One-on-one consultations with our experienced team Real-world examples of successful installations across Canada With years of experience serving emergency communication centres, we’re proud to bring our expertise to APCO Canada. Our goal is to help 911 supervisors and public safety leaders create workspaces that enhance focus, reduce fatigue, and support operational excellence. 📍 Booth no.06 📅 APCO Canada 2025 📍 Niagara Falls, Ontario We look forward to connecting with you and discussing how we can support your next control room project. Contact us to book a meeting at the conference.

About the client The organization operates a fully commissioned police department dedicated to maintaining safety and security across its campuses. Officers are trained in school-based law enforcement and focus on building strong, positive relationships with students and staff. The department works proactively to prevent incidents and respond swiftly when necessary. It pledges to partner with the community to maintain peace, preserve life, protect property, and deliver essential services in a way that fosters trust—upholding the highest standards of professionalism and ethics. About the project Our client sought to create a modern dispatch center for its fully commissioned police department, ensuring seamless operations and enhanced operator comfort. The department, known for its commitment to school-based law enforcement and community trust, required a solution that combined advanced functionality with ergonomic design. The project had the following requirements. Console Specifications Control Console Dimensions: 85" (length) x 40–50" (depth) Configuration: Double EHA surfaces CPU Enclosures: Two 15" wide enclosures and one central enclosure Monitor Mounting Two monitor arms with post and extender Quantity: Three monitor arms per console Power Management Power Bar : 6 outlets at 90° angle for under-monitor shelf mounting 6 ft cord length Vertical Power Strip : 15A, 6 outlets 15 ft cord 36" long MHO Module : 2 Power outlets, 1 USB charger, 1 open data port Silver faceplate with black trim 72" cord length Personal Environment System Integrated system with 2 fans and 2 heaters Control Features Linak modern control  with memory and display functions Bump/Tape switch  for console surface (range: 60–96 inches) Surface and Edging Urethane molded edging for 78" surface Storage Drawer set for Transit enclosure: 1 Box drawer 1 File drawer Personal storage compartment Accessories Cup holders   Additional Requirements Storage 36" wide centerpiece between consoles About the results Our specialized Transit Control Console solution  was designed to meet every requirement for a college campus dispatch center while delivering exceptional ergonomic benefits for operators. The setup includes two Transit linear consoles placed face-to-face  and one custom storage unit , creating a compact yet highly functional workspace for collaborative operations. Each console features expansive 85" x 40–50" surfaces with height-adjustable worksurfaces , allowing operators to alternate between sitting and standing or adapt to multiple users throughout the day—promoting healthy posture and reducing fatigue. Integrated three CPU storage units  and one personal storage compartment for files keep equipment and documents organized, minimizing clutter and improving workflow. Operators benefit from three fully adjustable monitor arms per console  for optimal screen positioning, reducing neck strain and eye fatigue. Power management is streamlined with under-shelf power bars, vertical strips, and MHO modules for easy access to outlets, USB charging, and data ports. Comfort is further enhanced by a personal environment system with dual fans and heaters, plus thoughtful details like urethane molded edging, bump/tape surface switches, and spill-resistant cup holders. A 36" millwork centerpiece  between consoles adds a polished aesthetic and supports team communication. By combining advanced functionality with ergonomic design, our solution creates a dispatch environment that supports operator health, efficiency, and long-term productivity. Ready to see more success stories?   Explore our Case Studies to discover how we’ve helped organizations build efficient, ergonomic control rooms tailored to their unique needs. If you’re planning your next dispatch center or control room, we’d love to help bring your vision to life. Contact us today through our Contact Page and let’s start designing a solution that combines advanced functionality with operator comfort.

Installation No. 25091 “Working with Sustema has been a great experience. From the start of the project to the end, I was kept informed on the status of my order. You and your team were very thorough with the design and support. As a dealer this type of work is not only appreciated but highly valued as a Vendor we prefer to work with.” The Georgia World Congress Center receives more than 1 million visitors each year. About the client, a convention center with more than 1 million yearly visitors. Nestled in the heart of Atlanta, Georgia, stands an iconic symbol of innovation and grandeur in the world of conventions – The Georgia World Congress Center (GWCC). With an impressive expanse encompassing over 3.9 million square feet of exquisite exhibition space, this illustrious venue annually welcomes a myriad of distinguished visitors, surpassing the one-million mark. Notably, the GWCC proudly boasts the esteemed title of being the globe's largest LEED-certified convention center, while also securing its position as the fourth-largest of its kind within the United States. The Project: The modernization of a dispatch control center for a convention center. The GWCC needed to renovate its control room with state-of-the-art control consoles for event management and security monitoring. For this project, they required 3 consoles, 2 were meant for dispatchers, and a third one was meant for the supervising operator. Upper view of the control center with consoles for the operators and the supervisor. Each console needed to house specialized IT equipment and multiple CPUs while maintaining easy access for maintenance that wouldn’t interrupt daily operations. Components of the operator's control console Beyond functionality, the consoles were also required to fulfill ergonomic needs, offering operators the ability to adjust the height of their workstations to ensure comfort during long and demanding shifts, effectively alleviating strain and fatigue. Also, having a clutter-free work surface was a key requirement of the client. Top view of the dual work surface of the supervisor's control console The two consoles meant for the operators, needed to support six central monitors, as shown below, and they were also required to be shaped in a cockpit configuration. Top view of the console meant for the operators The third dispatch control console which was dedicated to the supervisor, required dual monitor positions at opposite ends of the work surface, to easily glance over the other 2 operators. Front view of the control console for the supervisor. The solution: Custom dispatch control consoles to modernize the control center in a convention center. After carefully considering all of their needs and preferences, our client chose our Transit S console as the ideal solution for their new control center. Designed with durability, ergonomics, and versatility in mind, the Transit S console met all of the GWCC’s requirements and exceeded their expectations, ensuring a seamless and efficient operation of the convention center. Front view of the control console for the supervisor. The dual worksurface provides a clutter-free workspace with easy access to power and data thanks to the monument system. The cable chains and the steel substructure provide an elegant cable management solution for the IT equipment stored in the CPU enclosures which connect to the monitors mounted on the sturdy monitor arms. Front view the custom dispatch control console. The result: A modern control room with heavy-duty control consoles for a modern control center Presently, the GWCC stands adorned with an avant-garde dispatch control center that operates seamlessly, propelled by the durability of our Transit console system. The new center encompasses quality, durability, efficiency, and functionality, through the implementation of our Transit consoles. The supervisor control console during installation. The Transit consoles boast an array of ergonomic features designed to alleviate stress and fatigue for operators. The height-adjustable workstations and an extensive worksurface not only elevate operator well-being but also significantly amplify their workflow and productivity. Dispatcher control console after assembly and installation. In its entirety, the Transit console system has not only met but decidedly exceeded the GWCC's expectations, emerging as an instrumental asset in the center's triumphant modernization endeavor. Are you remodeling your control room? We can help. Our more than 25 years of experience in this field allowed us to deliver precisely what The Georgia World Congress Center needed to move forward with its modernization plans. We're proud of the work we've done with the GWCC and look forward to future opportunities to help organizations in the convention center industry achieve their goals. Every week, we provide invaluable insights into our case studies and the innovative solutions we have developed for organizations to achieve their goals and objectives in mission-critical environments. Don't miss out on the opportunity to optimize your workspace and elevate your operations, by setting a new standard. Follow us on LinkedIn today.

In high-pressure environments like Public Safety Answering Points (PSAPs), emergency dispatch centres, and security operations, every second counts. Operators must remain alert, responsive, and comfortable throughout long shifts. That’s why ergonomics in control room design isn’t a luxury—it’s a necessity. Investing in ergonomic solutions protects your team’s health, enhances performance, and reduces long-term operational costs. The Cost of Poor Ergonomics Poor ergonomic design can lead to a host of issues: fatigue, musculoskeletal disorders, and diminished alertness. These problems don’t just affect individual operators—they compromise the entire operation. Slower response times, impaired decision-making, and low morale can ripple through a team, especially in high-stakes scenarios. Over time, these issues contribute to absenteeism, increased turnover, and even liability claims. For mission-critical environments, the cost of ignoring ergonomics is simply too high. Ergonomic Furniture Essentials Modern control rooms require furniture that adapts to the operator—not the other way around. Sit-stand consoles with programmable height settings allow operators to alternate between sitting and standing, reducing strain and improving circulation. Adjustable monitor arms ensure screens are positioned at optimal viewing angles, preventing neck and eye strain. Task lighting and anti-glare surfaces help reduce visual fatigue, while integrated cable management keeps workstations tidy and hazard-free. These features collectively support operator health and focus. Layout and Spatial Design Ergonomics extends beyond furniture—it’s about how the entire space functions. Efficient layout design considers reach zones, movement patterns, and sightlines. Operators should be able to access tools and collaborate without unnecessary strain or obstruction. Clear sightlines support supervision and teamwork, while thoughtful space planning ensures emergency egress routes are unobstructed. A well-designed control room layout enhances both safety and operational flow. Environmental Ergonomics The physical environment plays a critical role in operator wellbeing. Acoustic treatments help minimize noise fatigue, allowing operators to concentrate without distraction. Climate control systems maintain comfortable temperatures and protect sensitive equipment. Lighting design should support circadian rhythms, using adjustable brightness and colour temperatures to promote alertness during long shifts. These environmental factors contribute to a healthier, more productive workspace. Standards and Compliance Ergonomic design isn’t just best practice—it’s often a regulatory requirement. ADA and ISO guidelines provide frameworks for accessible and ergonomic workstations. Control rooms also face industry-specific standards that dictate layout, equipment, and environmental conditions. Sustema’s solutions are built to align with these benchmarks, ensuring compliance while delivering superior comfort and functionality. Real-World Benefits The impact of ergonomic design is measurable. Case studies from 911 centres and security operations show improvements in operator performance, satisfaction, and retention. Facilities that invest in ergonomic furniture report fewer injury claims and lower turnover rates. Operators feel valued and supported, which translates into better service and more resilient teams. We can help you build a control room Designing an ergonomic control room requires specialized expertise. Sustema brings years of experience in crafting mission-critical furniture tailored to unique operational needs. From custom console configurations to integrated technology solutions, our team works closely with clients to deliver environments that support both people and performance. Ergonomics is more than comfort—it’s a strategic investment in your team’s wellbeing and your organization's success. By prioritizing ergonomic design, you protect your operators, enhance performance, and future-proof your control room. Ready to take the next step? Schedule a consultation with Sustema or complete our console survey  to evaluate your current setup.

In today’s high-stakes environments—whether in emergency response centres, PSAPs, or security operations—the control room is the nerve centre of decision-making. As the complexity of operations increases, so does the need for a space that supports speed, accuracy, and seamless coordination. At Sustema, we’ve helped organizations across North America design control rooms that not only meet operational demands but also empower operators to perform at their best. Here’s how to optimize workflow in a modern control room, based on proven strategies and real-world experience.   Understand the Operational Flow Before any design decisions are made, it’s essential to understand how your team works. We begin every project by conducting a comprehensive workflow audit—mapping out daily routines, emergency protocols, and shift transitions. This includes interviewing dispatchers, supervisors, and IT staff to uncover hidden inefficiencies. For example, in a recent PSAP upgrade, we discovered that operators were walking across the room to access shared resources multiple times per shift. By repositioning equipment and reconfiguring zones, we reduced unnecessary movement and improved response times. Understanding the operational flow ensures that the space is built around the people who use it—not the other way around.   Design with Workflow in Mind Layout is more than aesthetics—it’s a strategic tool. We design control rooms with functional zoning, placing dispatchers, analysts, and supervisors in proximity to the resources and collaborators they need most. Modular furniture systems allow for flexibility as teams grow or shift roles. In one transportation control centre, we implemented mobile storage and reconfigurable consoles that allowed operators to adapt their stations based on the nature of the incident. This not only improved collaboration but also reduced clutter and confusion. A well-designed layout supports visibility, proximity, and flow—key ingredients for operational success.   Leverage Technology for Automation and Clarity Technology should simplify, not complicate. We integrate dispatch software like ConsoleAlert , video walls, and occupancy sensors directly into the furniture and room layout to ensure seamless transitions between digital tools and physical space. In a recent 911 emergency communications center, we automated status boards and incident tracking with our ConsoleAlert solution, eliminating the need for manual updates and reducing human error. Shared displays positioned strategically throughout the room allow all operators to stay informed in real time, like they do in trading floors. These integrations improve situational awareness and allow teams to respond faster and more confidently.   Improve Communication Channels Clear communication is critical in mission-critical environments. We design control rooms with open sightlines and acoustic treatments that reduce noise and prevent miscommunication. In one emergency response centre, supervisor consoles were positioned to allow oversight without micromanagement, fostering trust and autonomy. These design choices create a space where information flows freely and accurately—especially during high-stress events.   Prioritize Ergonomics to Reduce Operator Fatigue Operators often work long shifts under intense pressure. That’s why we prioritize ergonomics in every control room we build. Sit-stand desks, adjustable monitor arms, and personal environmental systems help operators stay comfortable and focused. In a recent utility control room, we introduced ambient lighting and worksurfaces with urethane edging to reduce eye strain and physical fatigue. These features not only improve health and safety but also enhance performance and reduce errors. A calm, controlled environment supports better decision-making and operator well-being.   Train for Workflow Efficiency Training is a critical yet often overlooked component of control room workflow optimization. Once the physical space and technology are in place, teams must be equipped to use them effectively. It is recommended that organizations implement ongoing training programmes that include simulations, drills, and hands-on sessions with new systems and layouts. These exercises help operators build muscle memory, reinforce protocols, and adapt to changes in their environment with confidence. Additionally, creating a structured feedback loop—where operators can report friction points or suggest improvements—can lead to meaningful refinements in both layout and procedures. This not only empowers staff but also fosters a culture of continuous improvement. For 911 centres and other mission-critical environments, such training ensures that the control room functions as a cohesive, responsive unit, even under pressure. When operators are well-trained and engaged, the result is fewer errors, faster response times, and a more resilient operation.   Measure and Iterate Workflow optimization is not a one-time event—it’s an ongoing process. It is recommended to establish KPIs such as response time, error rates, and handoff efficiency to monitor performance. For example, implementing quarterly reviews with human factors specialists to assess layout effectiveness and technology integration is helpful. These reviews lead to targeted upgrades that improve coordination and reduce downtime. By measuring and iterating, organizations can ensure their control room evolves with their operational needs.   Ready to design a control room that works as hard as your team does?   Optimizing workflow in a control room is about more than furniture—it’s about creating an environment where operators can thrive. From layout and technology to training and ergonomics, every element should support clarity, speed, and resilience. At Sustema, we bring decades of experience across industries to help you build a control room that meets today’s demands and tomorrow’s challenges. Contact our specialists to start planning a space that enhances performance, reduces fatigue, and supports mission-critical operations.

The Unsung Heroes of Coordination Do you have strong listening skills and a good memory for details? Can you be calm and clear under pressure? Do you like coordinating others? Then a career as a dispatcher may be calling you! In all seriousness, aside from their grit and their skills, dispatchers require specialized tools to carry out their jobs. This means they don’t just need desks; they need dispatch control consoles that can handle all the equipment that is plugged in and running 24/7. Depending on what type of dispatcher someone is, they are responsible for telling workers about weather conditions, traffic hazards and anything else they may need to know related to the job. The Tools of a Dispatcher: More Than Just Screens Dispatchers work in a variety of places, including taxi companies, delivery services, trucking companies, alarm companies, emergency services, and in healthcare. However no 2 control rooms are the same, so both their layouts and their setup will vary. Here are the most common tools used by dispatchers in a control room: Multi-monitor setups  (often 3 or more): 1 single row, 2 rows of monitors, up to 4 monitors in a single row. Monitors are mounted on adjustable monitor arms which are in turn mounted on arms poles or directly mounted on a slat wall. But this depends on the desired functionality of each workstation. In some cases, workstations can be equipped with a focal adjustment system that allows operators to change the depth of the monitor array. Computer-aided dispatch (CAD) systems: Emergency responders in the field can receive messages initiated by CAD systems via their mobile data terminals (MDTs), radios, and cell phones. CAD systems may also interface with a geographic information system (GIS), an automatic vehicle location (AVL) system, a caller identification (ID) system, logging recorders, and various databases. A unified CAD (UCAD) system interfaces with multiple agencies and/or computer systems that serve law enforcement, fire, and EMS and provides communication across multiple agencies and jurisdictions. ( Source : SAVER Technote, Homeland Security) Ergonomic seating and adjustable desks: control consoles made from heavy duty materials, steel substructure and high pressure laminate. To support all the equipment and other tools. Cable management ensures uninterrupted operations. A good chair can be adjusted precisely to fit the needs of each user. Check out the different options available for control rooms. Lighting and acoustic control: Task lights, status lights and ambient lighting are integrated into the dispatch control console, along with soundproofing with an acoustic panel. The Role of Specialised Furniture in Dispatcher Efficiency Heavy duty materials like steel substructure prevents the work surfaces from bending over time. The steel CPU enclosures and the substructure can be used to route cables through the console, from the work surface into the CPU. Passing through cable chains and can be kept separated according to voltage. The work surfaces are scratch resistant, stain resistant and anti-static which makes them hypoallergenic meaning that no dust sticks to it. Easy to clean. Also, thanks to the urethane edging the users can rest their arms on a more comfortable edge compared to a regular work surface edging. Mention how your furniture solutions are tailored for high-stress, high-performance environments  like 911 dispatch centres. In control centers, cable management helps to keep operations up and running even through IT maintenance periods. With easy access panels, the IT department can perform maintenance tasks without interfering with dispatchers. Why Experience Matters in Designing Control Room Furniture We have designed and built control rooms for large emergency centres with hundreds of workstations as well as smaller centers with as little as two workstations. Thanks to our experience of working with public safety professionals, we have adapted our products with new features like our PES system (to integrate heaters and cooling fans) as well as our ConsoleALERT crisis management solution (to help supervisors manage their operators in large centers). We understand that some dispatchers like to work while standing up and others prefer to remain seated. That’s why we offer dispatch consoles with height adjustability features. But also because this allows a single console to adapt to many types of body sizes. Supporting Those Who Support Us Dispatchers work in many fields. They have strong listening skills and a good memory for details. Calm and clear under pressure. They like to coordinate with others. But aside from their personality and their skills, dispatchers require special tools to carry out their job. And to support all of it, they use specialized furniture. Contact us to start building your next control room and empower your operators.