911 is a vital lifeline, until it’s not

For those of us that remember landline telephones (you know, the ones with a cord that connected a telephone set to the wall with a wire), you can probably recall remarkable reliability. Even if the power went out, that old reliable phone could still make calls. In November 1967, the Federal Communications Commission (FCC) met with the American Telephone and Telegraph Company (AT&T) to find a means of establishing a universal emergency number that could be implemented quickly. In 1968, AT&T announced that it would establish the digits 9–1–1 (nine-one-one) as the emergency code throughout the United States. Today, 911 access is considered critical infrastructure and a vital part of the homeland security enterprise.

Every year, in the second week of April, the country recognizes National Public Safety Telecommunicators Week. Women and men who receive 911 calls and dispatch police, fire, and medical services work in some 5,800 public safety answering points (PSAPs) across the country and collectively they do an admirable job in very tough working conditions. These PSAPs are spread across 3,135 counties, which include parishes, independent cities, boroughs, and incorporated areas. Some 911 centers are highly advanced operations that combine a large swath of regional activity while others are one or two person shops that serve a small town. The level of training and experience also varies. But one thing’s for sure, in the last twenty years there has been a significant shift away from landlines to cellular phones. It is estimated by the FCC that about 70 percent of 911 calls are placed from wireless phones, and that percentage is growing. For many Americans, the ability to call 911 for help in an emergency is one of the main reasons they own a wireless phone.

Landline phones provide fantastic location information based on easily accessible databases of subscriber information that are part of enhanced 911 (E911) systems. Call takers simply verify the automatic location information with the caller and help is on the way. In an increasingly mobile and digital world, location information from cellular phones and voice-over internet protocol (VoIP) phones (like those connected through your cable company) is much more difficult to pin down.

Increasing dependence on digital connections actually increases opportunities for failure — not only in location information but in the ability to connect to 911 at all. Cellular providers are responsible for connecting the customer’s device to 911 trunks that deliver calls to PSAPs through a series of T1 lines and fiber optic networks. From the point of origin, through a variety of switches into a 911 call taker’s headset, information is carried by computer software instead of traditional analog lines connected directly from phone company to PSAP. The timeline of advancements in 911 technology is impressive and a growing network of of next-generation 911 (NG911) services promises resiliency but in the meantime it is important to know what you can do now to access help if your phone fails to connect to 911.

Prepare for an emergency in advance:

• Be prepared to verify your location accurately when dialing 911 from a mobile device or VoIP phone. Remain calm and answer all questions — help is on the way even if the dispatcher continues to gather information.
• Know the location of the nearest fire station, police station (precinct or sub-station), hospital, or ambulance service near your home and office. If you are tech savvy, program these locations into your phone’s GPS memory in case you have to walk or drive there for help.
• Look up and store your police department and fire department’s 7-digit telephone number in your contacts. Every agency maintains a direct dial seven (or ten) digit telephone number for their dispatch section (i.e., 414–555–1212). These numbers can often be dialed from a cell phone even if the cell phone is unable to access a 911 trunk.
• Determine if your jurisdiction has an active “text to 911” service. Text services may travel a different route into a PSAP and may be available even when 911 voice service fails. Remember, call if you can — text if you can’t.
• For another tech savvy option, if you are able to enable WiFi calling on your phone, that might provide an additional way to dial 911 when other voice or text options fail.
• Think about where you can find a landline phone (especially if your cellular phone is lost or out of service for some reason). Strongly consider maintaining landline telephone service if you have any special needs at your home or workplace.
• Finally, in time of disaster remember that access to emergency services may be limited or overwhelmed. You may be on your own for at least 72-hours (be prepared). Consider alternative ways to communicate with family members, including predesignated meeting places.

Thank you for taking a few minutes to read this story — please share with as many people as possible — you never know when an emergency will happen.

In celebration of Telecommunicators Week, we would love to see your best stories or words of support in the responses section at the bottom of the page. Please be safe and for our 911 dispatch friends — keep up the good work!