Ensuring Reliable Communication in Emergency Response

It’s estimated that nearly 240 million calls are made to 9-1-1 in the U.S. each year.

911 communication centers are the nerve center of emergency response operations. They are responsible for receiving emergency calls, gathering vital information and dispatching the appropriate response teams, whether that’s police, fire, or medical services. 

In high-pressure situations, every second counts, and reliable communication is essential to ensuring that emergency responders are deployed quickly and efficiently.

Communication systems used in 911 operations must be robust, resilient, and capable of handling a high volume of calls, particularly during large-scale emergencies. 

These systems need to operate seamlessly under any circumstances, providing operators with the tools they need to make rapid, informed decisions.

Challenges in 911 Communications

Despite the critical importance of 911 communications, these systems are not without challenges. One of the most significant issues is the aging infrastructure in many emergency communication centers. 

Legacy systems, often decades old, can be prone to failures, particularly when under stress during major incidents. This can lead to dropped calls, miscommunication and delays in dispatching emergency services.

Another challenge is the increasing volume of calls that 911 centers must handle. As populations grow and urban areas become more densely populated, the number of emergency calls has risen sharply. 

During major incidents, such as natural disasters or mass casualty events, this volume can overwhelm even well-prepared communication centers, leading to system overloads and slow response times.

Additionally, the rise of mobile technology and the decline of landline use have introduced new complexities. 

Mobile calls to 911 often lack precise location data, making it more difficult for operators to quickly determine where help is needed. 

This challenge is compounded when calls are made from large buildings or crowded areas where pinpointing an exact location is critical.

Transformative Power of Vertex NG911

CentralSquare’s Vertex™ NG911 call-handling solution provides all the tools you need to control your center and prioritize resources to better serve your community.

One of the key features of the Vertex NG911 system is its ability to handle a wide range of digital communications, far beyond the traditional voice calls that have historically been the backbone of 911 services. 

With capabilities such as text-to-911, streaming video and call center-initiated texts, the system allows telecommunicators to receive and process information in multiple formats.

For example, in situations where a caller is unable to speak due to being in a dangerous situation, text-to-911 provides a crucial alternative method of communication. 

This feature is especially valuable in cases such as domestic violence incidents, where a victim may need to silently request help without alerting the perpetrator. 

Streaming video, on the other hand, gives operators a direct visual of the emergency scene, enabling them to provide more accurate information to first responders, who can then prepare accordingly before arriving on the scene. 

This capability could be particularly useful in scenarios such as active shooter incidents or large-scale accidents, where visual context is vital for an appropriate response.

Accurately locating callers is another critical challenge that PSAPs face, particularly as the majority of 911 calls now come from mobile devices, which do not provide fixed location data like landlines do. 

The Vertex NG911 system addresses this challenge with its built-in Caller Location Query (CLQ) feature. This tool allows telecommunicators to pinpoint the location of a cell phone caller with high accuracy, without requiring the caller to install a separate application on their device. 

In a practical sense, this means that if a caller is unable to provide their location – perhaps due to being disoriented, injured, or simply unfamiliar with the area – operators can still quickly determine where they are and dispatch emergency services to the correct location. 

This capability is particularly beneficial in rural areas or sprawling urban environments, where precise location data can significantly reduce response times and potentially save lives.

NG911 in the Cloud

One of the most important benefits of the Vertex NG911 system operating in the cloud is its enhanced reliability and resilience. Traditional on-premises systems can be vulnerable to a variety of disruptions, including hardware failures, power outages and local disasters. 

When these systems go down, the ability to respond to emergencies is severely compromised. In contrast, cloud-based systems like Vertex NG911 offer robust redundancy and failover capabilities. 

If one data center is affected by an outage, the system can automatically switch to a backup location, ensuring that 911 services remain uninterrupted. 

This level of redundancy is critical for PSAPs, which must be operational at all times to protect public safety. 

For example, during a widespread power outage caused by a natural disaster, the cloud-based Vertex system can continue functioning, allowing emergency calls to be received and processed without delay.

Security is a paramount concern in any emergency communication system, and the cloud-based architecture of Vertex NG911 offers significant enhancements in this area.

Cybersecurity threats are an increasing concern for public safety organizations, as cyberattacks on critical infrastructure can have devastating consequences. 

The cloud-based Vertex system benefits from the extensive security measures employed by leading cloud service providers, including advanced encryption, regular security audits and continuous monitoring for potential threats. 

This high level of security helps to protect sensitive data, such as caller information and communication records, from unauthorized access and cyberattacks. 

Moreover, the centralized nature of cloud services allows for more effective implementation of security updates and patches, reducing the window of vulnerability to emerging threats.

Breaking Down Silos Through Integration

Effective communication and coordination are critical, yet one of the most persistent challenges that 911 communication centers face is the problem of siloed operations. 

When systems are siloed, telecommunicators often need to manually transfer data between platforms, which increases the risk of errors and delays. 

Vertex NG911 addresses this challenge by integrating CAD with 911 operations, effectively breaking down these silos and fostering a more cohesive and efficient emergency response framework. 

This integration allows telecommunicators to access and share critical information across systems instantly, ensuring that first responders are dispatched with the most accurate and up-to-date data. 

For example, when a 911 call is received, the integrated system can automatically pull relevant details from the CAD system, such as the status of emergency units or any previous incidents at the same location and present this information to the telecommunicator in real time. 

This seamless flow of information not only speeds up decision-making but also enhances situational awareness, enabling emergency personnel to respond more effectively and efficiently. 

Vertex NG911 ensures that all components of the emergency response are synchronized, ultimately leading to better outcomes for the communities they serve.

Taking 911 Beyond the Call

As the demands on 911 communication centers continue to grow, the importance of reliable, resilient systems cannot be overstated. 

The future of 911 communications will likely see further integration of advanced technologies such as artificial intelligence, which can assist operators in managing call volumes and prioritizing responses.

If you’re looking for a proven, secure system to enhance your agency’s o