The 911 emergency services system is one of the most critical public services, often serving as a lifeline during crises, saving lives and protecting property. While many of us are familiar with dialing those three numbers (it is a well-known brand), there are numerous fascinating aspects about the system that most people don’t know. Let’s explore a top ten list of some lesser-known facts about 911.
1. The first 911 call was made in 1968
The 911 system was officially launched on February 16, 1968, in Haleyville, Alabama. A state senator, Rankin Fite, made the first-ever 911 call from City Hall to the local police station. This landmark moment marked the beginning of a nationwide system that has since saved countless lives and positively affected millions of 911 callers. Following is a brief timeline of US emergency calling services after this first call:
1970s and 80s – 911 expands across the country and Enhanced 911 (E911) is developed providing 911 telecommunicators with the caller’s name, callback number, and location.
1990s and 2000s – Wireless and VoIP E911 are developed with the proliferation of mobile phones and Voice over IP services where the 911 caller’s location is no longer tied to a number.
2010s and 2020s – SMS Text to 911 is introduced and adopted and Next Generation 9-1-1 (NG9-1-1) deployments begin. The FCC adopts several rules to mandate the progression of 911, including the Multi-Line Telephone System regulations (AKA Kari’s Law and RAY BAUMs Act).
2. Your call Is automatically routed based on location
When you dial 911, your call is routed to the nearest Public Safety Answering Point (PSAP) based on your location. This automatic system ensures you reach the appropriate local dispatch center, even if you’re unsure of your exact location. However, with mobile phones, providing precise location information is still recommended as cellular calls can occasionally misroute.
3. There are over 5,000 PSAPs in the US
The US has a vast network of PSAPs, with over 5,000 centers operating across the country. Each PSAP is staffed by trained professionals who handle emergency calls and coordinate responses with police, fire, and medical services.
4. 911 Telecommunicators handle non-emergency calls too
Not every call to 911 is an actual emergency. Operators often receive non-urgent calls, ranging from accidental dials to questions about road closures or even complaints about loud neighbors. These non-emergency calls can delay responses to real emergencies, which is why many cities have introduced separate non-emergency numbers like 311.
5. Accidental 911 calls are a huge problem
Accidental calls to 911—often caused by pocket dialing, e.g. “butt dials”—are a significant issue. These unintended calls can tie up resources and prevent operators from addressing real emergencies. Modern smartphones have features to reduce accidental emergency calls, but the problem persists. Compounding the issue is that you can accidentally trigger Emergency Calls on modern smartphones and other devices. Many smartphones and devices like smart watches have emergency call shortcuts including fall detection that initiate 911 calls automatically. While these features are designed to help in emergencies, they can also lead to accidental 911 calls if users aren’t careful.
6. 911 Telecommunicators are unsung heroes
Many people overlook the critical role of 911 Telecommunicators, also known as 911 Call Takers or Operators. These professionals undergo rigorous training to manage high-stress situations, remain calm, and provide life-saving instructions over the phone. From guiding CPR to managing emotional distress, Telecommunicators are the unseen heroes of emergency response.
7. Your call might be recorded
When you call 911, a local PSAP operator or law enforcement are likely to record your call in the public interest. These recordings can be used to troubleshoot technical issues, as evidence in court, and/or reviewed to improve emergency response procedures. Open records requests can be used to get 911 call recordings and they can be subpoenaed in legal cases.
8. Not all areas have Enhanced 911 (E911)
Enhanced 911 (E911) is a system that provides dispatchers with the caller’s location and phone number automatically. While widely available in urban areas, some rural locations still lack E911 capabilities, making it crucial for callers to communicate their exact location. The reality is that it is not cost effective to implement E911 (or even Next Generation 911 or NG911) in sparsely populated areas.
9. 911 Taxes and surcharges can vary
911 infrastructure is designed to be maintained through the assessment of taxes and surcharges. There is no one universal 911 tax/surcharge. Instead, taxes and surcharges can vary by state, county, or other jurisdiction.
10. There are alternatives to 911 for non-emergencies
For non-urgent issues, many cities offer alternative numbers, such as 311 for municipal services or 988 for mental health crises. These numbers alleviate pressure on 911 operators and ensure the appropriate services are dispatched.
Final thoughts
The 911 system is a cornerstone of public safety, constantly evolving to meet the needs of modern emergencies. While most people only think of 911 in times of crisis, understanding its intricacies can foster greater appreciation and more effective use of this life-saving service.
Technology is significantly changing how 911 works. Advancements in technology are transforming 911 services. Smart devices, wearable technology, and various apps are being integrated into E911. Some smartphones and smart watches send automatic crash notifications to 911, providing location and impact severity details.
