Everything You Need to Know About Next-Gen 911 Systems

Technology today isn’t just evolving – it’s transforming how public safety agencies serve their communities. This is especially true in emergency communications. With call volumes rising and crises becoming more complex, traditional systems can no longer keep pace.

In a high-stakes environment like 911, outdated systems come with risk. Legacy systems slow response times, increase errors and limit data handling. PSAPs are the first line of defense in an emergency. When every second matters, communities need tools designed for the future, not the past.

Next-Gen 911 is the future of emergency response. NG911 systems modernize how calls, texts, and data are received, processed, and shared. By adopting next-gen technology, PSAPs save time, allocate resources better, and deliver faster, more accurate emergency response. Keep reading to learn how NG911 systems can better protect your citizens.

Background: What is NG911?

The way citizens reach 911 is changing, and dispatch centers must adapt. As of 2021, over 80% of 911 calls came from wireless devices, according to NENA. Years later, that percentage has only increased.

Dispatch centers have relied on analog systems for decades. These traditional systems were designed for voice-only communication, leaving dispatchers with limited context in critical moments. Today’s emergencies require a more flexible and sophisticated solution.

Next Generation 911 is a digital, IP-based communications system that transforms how PSAPs connect with citizens during crises. NG911 goes beyond voice calls, allowing for richer, digital communication.

Features like video streaming, text-to-911 and multimedia support give telecommunicators faster, more accurate details about an emergency. Instead of relying solely on voice descriptions, PSAPs can now receive images, real-time video or texts, which improves situational awareness and allows responders to arrive better prepared. The upgrade also helps PSAPs manage call overload, maintain continuity during disasters and route calls based on real-time location data.

The need for NG911 is urgent. With more than 5,700 PSAPs across 3,100 counties in the US answering an estimated 240 million calls every year, today’s emergency communication centers are under immense pressure. Next-Gen 911 is your release valve, empowering agencies to keep up with rising call volumes and evolving community needs.

Why Vertex NG911 is a Game-Changer

Caller Detection

One of the most critical functions of a 911 system is pinpointing the caller’s location. Seconds matter, and any delays in identifying the emergency location has a cost.

With Vertex NG911, dispatchers don’t need to rely on third-party apps or external tools to track a caller’s location. Instead, CentralSquare’s built-in Caller Location Query (CLQ) makes it possible to instantly locate the caller within the system. This eliminates wasted time switching between platforms and helps dispatchers act quickly.

As Jeanie Pharis, Director of Morgan County 911, explains: “There’s a lot of time that we spend on calls that we really shouldn’t be while we have emergencies waiting.”

By effectively detecting location, NG911 helps PSAPs reduce those unnecessary delays, allowing first responders to be dispatched faster. The result is improved efficiency, reduced risk and better public safety outcomes.

Eliminating Silos Between You and Your CAD

For too long, dispatchers have relied on disparate systems, forcing them to work around their CAD instead of with it. This creates silos. Emergency call data enters one system but doesn’t flow into another, slowing response times and increasing errors. Vertex NG911 removes those barriers by integrating your PSAP with your CAD.

With Vertex NG911, your CAD becomes a true partner. It streamlines workflows, shares caller information automatically and keeps your team focused on managing emergencies (not juggling systems). This integration allows dispatchers to take full advantage of their CAD – from mapping to unit assignment – without the extra steps or duplicated work.

By breaking down silos, CentralSquare NG911 makes real-time data accessible to dispatchers and first responders alike, leading to faster and better prepared emergency response.

Backup and Security

Citizens deserve continual access to 911 services, and the confidence that their private data is protected – even after a cyber attack. While NG911 systems improve your agency’s resiliency, it can’t eliminate all liability.

Moving from legacy systems to NG911 expands the attack surface. Anytime you introduce internet connectivity, you open the door to potential risks like denial-of-service attacks, ransomware or unauthorized access. Public safety systems are high-value targets, so cybersecurity has to be a priority for your agency.

Fortunately, NG911 provides stronger security than many outdated analog systems. Modern solutions are built with encryption, redundancy, continuous monitoring and compliance with strict standards like CJIS and NENA i3. NG911 platforms like Vertex also come with enterprise-grade security that far exceeds what most local agencies can maintain on their own.

The key is preparation. Agencies adopting Vertex NG911 need to pair it with current cybersecurity policies, ongoing staff training, continuity of operations (COOP) plans and more. With the right safeguards, NG911 actually strengthens agency resilience and service delivery.

Simplifying Multilingual Communication

Clear communication is everything in a crisis. Unfortunately, language barriers often delay response. Traditional systems require telecommunicators to call a third-party service or use separate translation tools, adding precious minutes to the process.

Vertex NG911 removes these hurdles by simplifying multilingual communication. With built-in translation and transcription capabilities, telecommunicators can help citizens in over 135 languages in less than 30 seconds. Automatic text translation and audio transcription eliminate the need for additional software or outside vendors, streamlining the entire response process.

The result is faster, more accurate information from callers and fewer distractions for telecommunicators, who can stay focused on coordinating and dispatching aid. By breaking down language barriers, agencies ensure that every resident – regardless of language – receives clear and timely help when they need it most.

Taking Control of Your Center

Running a 911 center means more than managing calls. It also requires keeping the center secure and efficient. While caller detection, CAD integrations and multilingual communication are critical, someone must still manage the facility itself.

That’s where Vertex NG911 steps in. Unlike other systems, it goes beyond call management by integrating control features directly into the dispatch environment. From one screen, agencies can manage intercoms, door locks, light towers and headset relays – tools that are often spread across multiple systems.

Thanks to this all-in-one control, supervisors can respond quickly to incidents happening both inside and outside the center. Instead of wasting time switching between platforms or relying on separate systems, you can act immediately, improving both safety and operational efficiency.

With Vertex NG911, agencies gain complete command over their dispatch center, ensuring every detail is managed as efficiently as the emergencies coming in.

The Future of 911

911 has entered a new era – one that is digital, connected and built for today’s emergencies. As technology advances, answering calls is no longer enough. PSAPs need Next-Gen 911 to meet the demands of modern-day citizens. That means systems capable of processing voice, text, video, images and audio seamlessly to improve situational awareness and response.

According to the 2022 National 911 Progress Report, NG911 adoption is accelerating across the country. Thirty-five states now have statewide NG911 programs in place, a major increase since 2019. And nearly half a million text-to-911 messages were processed in 2020 alone, a number that continues to rise as more states expand text availability.

With federal funding on the rise and more states deploying ESInets (Emergency Services IP Networks), NG911 is quickly becoming the national standard. Early adopters will not only stay compliant but also serve their communities with excellence – now and in the future.

Continuing to Grow

Implementing NG911 isn’t a one-time upgrade – it’s a long-term transformation. As technology, threats and community needs evolve, your 911 center must evolve too. That’s why the right partner matters.

With Vertex NG911, you get cutting-edge 911 technology and a team that understands the unique demands of PSAPs. It empowers your staff, scales to meet community needs and improves emergency response. From caller detection to multilingual communication and everything in between, Vertex equips your staff to operate with speed, clarity and confidence.

Next-generation emergencies need next-generation technology. CentralSquare is leading the way. Schedule a discovery call today to learn how Vertex NG911 can transform emergency response at your agency – now and in the future.