Thanks to laws and regulations over the past few decades, everyday services and technology are becoming more accessible. Citizens with disabilities deserve access to the same jobs, information, services, accommodations, telecommunications, etc. as non-disabled people.

In 1990, the Americans with Disabilities Act (ADA) was signed into law, protecting the rights of the disabled community. Eight years later, Section 508 of the Rehabilitation Act was amended to include digital accessibility, which was enforced amidst all the litigation of the 2010s. In 2018 alone, there were 2300 lawsuits related to web accessibility.

In other words, accessibility (and the awareness of it) is becoming increasingly important.

Advances in accessibility span every industry, including the public sector. In July of 2024, the Federal Communications Commission (FCC) set deadlines for government agencies to implement Next Generation 911 (NG911) technology. 

How is this related to accessibility? NG911 includes functionality that lets citizens contact 911 centers using various communication methods like text-to-911 or video calls.

These capabilities make emergency services and public safety operations more accessible to the disabled community. Next, let’s discuss why 911 accessibility is so important.

The Importance of 911 Accessibility in Public Safety

It goes without saying – every citizen must be able to communicate their emergencies effectively, including those with disabilities or language barriers.

In 2022, about 14% of Americans had some type of disability, such as vision, hearing, or cognitive difficulties. That translates to over 46 million people.

Regardless of disability, reaching a 911 operator means little if you can’t communicate with them. Accessibility features, such as those available in NG911 solutions, change that.

As technology evolves, so does the scope of 911 accessibility. Implementing text-to-911 services and integrating location-sharing technologies are modern advancements that enhance the effectiveness of emergency responses, ensuring that help arrives where and when it’s needed most. NG911 technology also supports the following:

• Text Messaging and TTY Devices
• Video Relay Services (VRS)
• Video Calls
• Photos

Overall, the accessibility of 911 is a fundamental component of public safety, essential for fostering a safe, responsive and inclusive community.

Challenges to 911 Accessibility

Geographic Disparities

In rural areas, residents may face longer response times due to the sheer distances emergency services must travel. Furthermore, these areas sometimes have inadequate infrastructure, like poorly maintained roads or limited emergency resources, which can delay emergency response. 

Urban areas, on the other hand, might deal with high call volumes that can overwhelm emergency systems. Additionally, low-income neighborhoods often have less access to health and safety resources, which can complicate emergency responses.

Demographic Disparities

According to Pew Research, the majority of disabled individuals are 65+ years old (roughly 70%). In this older demographic, disabilities are more likely to entail difficulties with walking, independent living or cognition. As long as these folks have a phone on them or nearby, 911 should be easily accessible. It may be harder for modern tech to accommodate varying levels of cognitive disabilities.

Disability levels may also differ by racial and ethnic groups. In 2021, 18% of American Indians and Alaska Natives reported having a disability, compared to 8% of Asian Americans and 10% of Hispanic Americans. 14% of White and Black Americans reported living with a disability.

Technological Barriers

SaaS companies need to make their tech solutions NG911-compliant, and agencies must adopt an NG911-compliant system by the deadline provided by the FCC. It’s easier said than done – on both counts.

Standardization

Tech companies need to make sure their NG911 features are uniformly available and operate consistently across different regions. Standardization helps prevent gaps in service, regardless of your community’s telecommunications infrastructure. Of course, the more outdated your telecommunications equipment is, the more challenging it will be to accommodate.

Training and Staffing

Emergency call centers need trained staff who can handle calls that utilize accessibility features. Do you have staff who can understand sign language for video calls or manage text-based communication systems? This requires ongoing training and possibly hiring specialists.

Regulatory Compliance

Accessibility capabilities must comply with legal and regulatory standards, such as those outlined by the ADA and the FCC. Tech companies need to make solutions compliant with these standards, and agencies must find a NG911-compliant solution that allows them to handle 911 calls more effectively.

Infrastructure and Cost

Upgrading existing infrastructure to support these advanced features can be costly and technically demanding. However, cost and complexity is completely dependent on the NG911 solution and your current IT infrastructure. 

Language and Communication Challenges

For communities with many non-English speakers, bilingual operators may not always be available. Although translation services are available, they slow down response times. 

Individuals with hearing or speech impairments may struggle to communicate with traditional 911 services that are not equipped with TTY technology or other communication accessibility tools.

911 Accessibility Standards and Best Practices 

To meet modern accessibility standards, your NG911 solution should include a few key features:

• • Text-to-911 to help people with hearing or speech impairments. 
  • Translation services that help telecommunicators communicate with callers in over 135 languages. 
  • Real-time text, SMS, instant messaging, and email to provide instant transmission of emergency information.

• Video Relay Services (VRS) that allow people who are deaf or hard of hearing to communicate with a dispatcher through an interpreter.

• Real-time location tracking that lets dispatchers identify where the distress call originated from in the event that a disabled individual is unable to communicate effectively over the phone.

• Video calls and image sharing to provide more options for disabled persons in an emergency situation.

The Role of Technology in 911 Accessibility

To maintain accessibility, equitable standards must advance at the same pace as technology. And technology is advancing quickly.

If you were asked, “Should disabled people in my community have the same access to emergency services as non-disabled people,” you would say, “Absolutely!” But as seen above, there are challenges to implementing a Next Gen 911 system. These challenges range from funding to IT infrastructure, and everything in between.

Fortunately, CentralSquare can help. With 35 years of proven experience, we have developed an industry-leading call handling solution that is both NG911- and NENA-i3-compliant. Featuring text-to-911, streaming video, images and more, Vertex Call Handling lets you better serve all members of your community. 

Schedule a discovery call today to learn how we can help your agency improve public safety operations.