911 Goes to Washington: Event Recap by CentralSquare

At the 911 Goes to Washington (#NENAGTW) event, 911 professionals met with government leaders to advocate for the future of emergency communications. It’s the only event that educates attendees on policy challenges AND provides a platform to engage with lawmakers.

Several CentralSquare employees attended #NENAGTW this year, and we got the inside scoop on new policies and legislation impacting the 911 landscape. Topics vary year-to-year, but in 2025 they included key issues like Next Generation 911 (NG911) funding, the 911 SAVES Act, emerging technologies and much more.

By working at CentralSquare, our employees make a positive difference in the lives of dispatchers nationwide. #NENAGTW amplified that opportunity, providing a “glimpse behind the curtain” of how 911 interests are being promoted in Washington, D.C. In this article, we reveal everything we discovered and how it impacts your agency.

Key Topics Covered

Funding for NG911 Deployment

Event speakers discussed how funding for NG911 deployment will come from spectrum auctions. Spectrum auctions are government-run sales of wireless frequencies to telecom companies (AT&T, Verizon, etc.). The FCC manages these auctions, allowing companies like T-Mobile to purchase licenses that strengthen broadband infrastructure.

Revenue from spectrum auctions often funds public safety initiatives, including NG911 upgrades. If The Spectrum Auction Reauthorization Act passes, $14.8 billion in proceeds would be allocated to NG911 grants. By upgrading to NG911-compliant technology, your agency and community will benefit from text-to-911, real-time video, multimedia messaging and caller location tracking. At the end of the day, these features improve your emergency communication and response times.

911 SAVES Act

Another hot topic was the 911 SAVES Act, which aims to reclassify telecommunicators as a “Protective Service Occupation.” Currently, the Standard Occupational Classification (SOC) system classifies dispatchers as “Office and Administrative Support,” which fails to recognize their role as first responders.

Dispatchers are the first point of contact in a crisis. They assess the situation, gather critical details and coordinate the response – all within seconds. Their ability to remain calm under pressure, ask the right questions and provide life-saving instructions can mean the difference between life and death. Telecommunicators also handle post-incident reporting and document call details. Their work opens and closes the loop on emergency response.

Simply put, the 911 SAVES Act seeks to give telecommunicators the official recognition they deserve. By passing this act, lawmakers would acknowledge the critical role of dispatchers in public safety, ensuring they receive the same support, resources and respect as other first responders.

Key Problems Discussed

Dispatchers Classification

Despite dispatchers’ critical role in emergency response, they aren’t currently classified as first responders. That means they don’t get the benefits of other Protective Service Occupations like fire, EMS and law enforcement. These professions are recognized for the high-risk, high-stress nature of their jobs with numerous benefits: mental health resources, higher pay, funding for training, better retirement options, etc.

In the midst of a hiring and retention crisis in public safety, these benefits would also help 911 centers recruit and retain telecommunicators.

Staffing Challenges

911 centers are the lifeline of emergency response, but many struggle to hire and keep qualified dispatchers. The reasons are clear – high stress, low pay and long hours make recruitment and retention an uphill battle.

Dispatchers handle life-or-death calls daily, often working mandatory overtime due to staff shortages. Burnout is common, and the mental toll of the job can drive your seasoned employees away. Many 911 centers also compete with private-sector jobs that offer higher wages and better work-life balance.

Without proper incentives (higher pay, mental health support, career growth, etc.), 911 centers may continue to face staffing shortages. Unfortunately, dispatchers may not receive those benefits until they are recognized as first responders.

Lack of Funding

911 centers rely on surcharges from phone bills to fund operations, but that model has broken down. Surcharges were originally tied to landline phones, which have steadily declined as more people switch to cell phones and internet-based services. The fewer landlines in use, the less money 911 centers collect.

While cell phones and VoIP services still contribute some surcharge revenue, it’s often less per user than what landlines provided. Some states even divert 911 funds for non-emergencies, which only worsens the financial strain.

Meanwhile, emergency call volumes are increasing and many 911 centers haven’t upgraded to NG911. Without a viable funding model, many centers struggle to recruit staff, modernize technology and meet rising demand.

Rail Safety Legislation and 911 Integration

After the hazardous materials spill in East Palestine, Ohio, lawmakers pushed for stronger rail safety measures. New legislation now requires real-time hazmat data to be shared with 911 centers. This change lets emergency responders act faster in the event of a spill or explosion.

For many PSAPs, this will require new system integrations (i.e. CAD and NG911 Call Handling) to automatically receive and process hazmat information. Access to train cargo manifests, chemical classifications, and safety protocols will let dispatchers relay critical details to first responders before they even arrive on the scene. Technology like AskRail can help with this.

New Technologies

AskRail is a free mobile application that provides PSAPs and first responders with railcar data (cargo, maps, contacts, etc.) during emergencies. With a quick railcar lookup, dispatchers can determine risks and relay critical information to emergency teams on the ground.

The app provides Train Consist Information, showing what’s in every car, so responders can plan containment and evacuation strategies. Mapping tools highlight danger zones, railroad crossings and isolation distances to help agencies coordinate safer responses.

Favorite Part of Event

The CentralSquare team enjoyed different parts of #NENAGTW, but it was an enlightening experience for all involved. Some enjoyed networking and hearing directly from customers across the country. Some were inspired by the NENA panel discussing how to communicate with representatives on The Hill. Others were impressed by the group photograph in front of the Capitol Building, where they somehow coordinated a photo with every attendee.

Regardless of everyone’s favorite moment, our team walked away with greater knowledge of the industry – the critical policies, trends, challenges and technology impacting 911 today. We learned how to most effectively communicate with representatives in Congress to understand the impact of new legislation on the 911 landscape.

“It was impactful being in the room as a vendor and ally, to get real visibility into the issues at hand that affect our communities and how they are responded to.”

Ashton Robinson, Account Manager, CentralSquare

Surprising Stats and Discoveries

The CentralSquare team walked away from #NENAGTW with some new and surprising insights. Some were surprised to learn that roughly 42% of Americans don’t have access to NG911 emergency services. Not only that, text-to-911 isn’t even available in some states.

We were also reminded how an outdated job classification by the U.S. Bureau of Labor Statistics can adversely impact dispatchers nationwide. We all need to be contacting our congressional delegates to support the 911 SAVES Act (H.R. 637), which would reclassify public safety telecommunicators as a “Protective Service Occupation.”

Final Thoughts

At 911 Goes to Washington, public safety leaders can help shape the nation’s emergency communications agenda. By attending, you can make an impact on the industry, communicating the needs of 911 centers directly to elected officials. Consider signing up for the event in 2026, and we’ll plan to see you there.

CentralSquare attended #NENAGTW this year because we want to be “in the room where it happened,” to quote the Hamilton musical. To put it another way, we want to be in the middle of the important conversations. Why? Because we build software solutions specifically for the needs of 911 centers and dispatchers. By learning from you, and keeping our finger on the industry’s pulse, we can better serve 911 centers. Schedule a discovery call today to learn how CentralSquare 911 solutions can help your agency.