Over the past two articles, we’ve looked at the history of 911, how the profession has evolved, and the importance of knowing when to call 911 versus the non-emergency number. For this final piece, I want to focus on where we’re headed: the technology shaping the future of 911, the challenges that come with it, and how our community can help keep the system strong. Because while 911 has come a long way since its beginnings in 1968, its future depends not only on technology and budgets, but also on the people it serves.

The world of emergency communications is changing faster than ever. In the early days, 911 was voice-only. You dialed, someone answered, and help was sent. Today, we’re entering an era called Next Generation 911, or NG911. This technology allows for advanced real time text-to-911, better GPS location tracking, and eventually even the ability to send photos and videos directly to 911 Telecommunicators. Imagine being able to send a picture of a missing child, or live video of an unfolding emergency, giving responders information they’ve never had before. This technology will save lives, but it also creates new challenges.

With more information comes greater responsibility. Telecommunicators will need to process text, video, and audio all at once, making split-second decisions under even more pressure. Systems will need upgrades, cybersecurity continues to be a priority, and training will need to expand so our staff are prepared for this new kind of workload. None of this comes free, which is why advocacy at the state and national level matters so much. When you speak up to your legislators about the importance of 911 funding, you are helping ensure that when your family dials 911 in the future, the person on the other end of the line has the tools, technology, and training they need to help.

But technology is only one side of the story. The human element remains the heartbeat of 911. No matter how advanced the systems become, it will always come down to the calm, skilled voice that answers the phone in your worst moment. Those individuals are the first, first responders. They are the ones who hear the fear in your voice, who ask the right questions, and who send the right help. They may not wear a uniform, and you may never see their face, but they are heroes all the same.

Tell us your worst, and we’ll send you our best.

Still, we cannot ignore the challenges that come with growth and change. Budgets are tight, and public safety often has to compete with many other priorities. Technology is advancing, but not every community has equal access to funding or resources. Mental health for dispatchers is a growing concern, as the emotional toll of hearing crisis after crisis can be heavy. These are all reasons why reclassification of 911 telecommunicators is so vital. Proper recognition opens doors to resources, funding, and benefits that match the reality of the work they do. Without it, we risk leaving the backbone of emergency response under-supported nationally.

Here in Marshall County, we are fortunate to have a Commission that truly understands the value of its 911 center and the people who serve within it. Their support ensures that our telecommunicators have the resources, training, and technology needed to do this vital work. It also shows our community that when decisions are made about public safety, the unseen heroes behind the headset are not forgotten. That backing makes all the difference, because a strong 911 system doesn’t just happen, it requires leadership, investment, and a shared belief that keeping our residents safe is worth every effort.

So what can the community do? First, understand the system. Learn when to call 911 and when to use the non-emergency line. Know that when you call, the telecommunicator on the other end is juggling multiple pieces of information, but they are there for you. Second, support advocacy efforts. When legislation about 911 comes before local or state leaders, let your voice be heard. Remind decision-makers that these professionals are your first link to safety, and that investing in them is investing in the well-being of your community. Third, show appreciation. A simple thank-you can mean more than you realize to someone who spends their day, and often their night, carrying the weight of other people’s emergencies.

Here in Marshall County, I am proud beyond words of the team that serves as our lifeline. They are talented, compassionate, and resilient. They train tirelessly to keep up with changing technology, and they pour themselves into protecting this community. They may not be seen, but their work is heard and felt every single day. We are Marshall County Strong because of them.

The future of 911 is bright, but it will take commitment from all of us to keep it that way. Technology will keep evolving. Emergencies will keep happening. But as long as we recognize, support, and advocate for our 911 professionals, our community will be ready.

Not all heroes wear capes, and not all heroes are seen. Some are found behind a headset, answering your call on your worst day, sending the best we have. They are the first, first responders, and they will always be here for you!

——-

Rhonda Braudis, RPL/CPE, is the Marshall

County 911 Communications director.