Citizen Protect
Citizen Protect connects you to a team of trained emergency operators when you feel unsafe. It's for situations when you need the assurance of an immediate response, but it's not an emergency that requires 911.
I worked with one PM, three engineers, and our operations team to design and launch the first version of Citizen Protect.
In the first few weeks of launch, a distressed woman called our agent to report that her brother was having a heart attack. Our agent immediately dispatched 911 and stayed on the phone with her until the paramedics arrived. She called back later to tell Citizen that that call saved her brother's life.
Another woman living by herself in Philadelphia was using a similar service from SimpliSafe whenever she walked home from work. But she couldn't believe how much more personal and responsive Citizen's agents were. "Thank you for actually caring. Honestly."
When we initially conceived of Citizen Protect, I wasn't sure if people would understand when to use it. But as our agents handled more requests and I sat in on call after call with thankful customers, I finally realized how much people wanted and appreciated a service like Protect.
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