Navigator Event Recap: How NG911 Empowers Every Voice in an Emergency

CentralSquare was proud to be on-site this week in Orlando at NAVIGATOR, the annual conference hosted by the International Academies of Emergency Dispatch (IAED). The NAVIGATOR conference brings together dispatchers, triage professionals, and first responders to share the latest knowledge and best practices in police, fire, and medical emergency communications.

Throughout the event, quite a few customers visited our booth – many of them in the process of upgrading to new CentralSquare products. Matt Clark (Enterprise CAD) and Jeremy Hammer (OneSolution and Pro) performed demos for attendees who were eager to see what’s next. Rob Farmer also hosted a breakout session on NG911 technologies that improve accessibility for hard-of-hearing individuals and non-English speakers.

The session was nearly full, sparking thoughtful questions about how agencies can better serve diverse communities. Keep reading for key highlights from the breakout session!

“Blindness separates people from things, deafness separates people from people.”

Helen Keller

History of 911

Before 911 became a national standard, emergency calls were a patchwork of local numbers, leading to slower and less effective response. Early systems relied on traditional analog telephony lines and circuit-switched networks. Legacy 911 could only support voice calls, and while it did provide some caller location information, the technology was limited and slow by today’s standards.

Here’s a quick look at how 911 has evolved over the past 90 years:

• 1937 – The UK launches the world’s first (known) national emergency telephone number.
• 1957 – The National Association of Fire Chiefs recommends a single number for reporting fires in the U.S.
• 1968 – The first 911 call was made in Haleyville, Alabama.
• 1979 – Roughly 26% of the U.S. population has access to 911 services.
• 1987 – About 50% of the U.S. population can dial 911.
• 2000 – Approximately 93% of the U.S. population is covered by 911.
• 2025 – An estimated 1% of the U.S. population still lacks access to 911 where they live.

Despite major progress, legacy 911 systems were built for a different era. Today’s emergencies demand faster, smarter, more flexible solutions – and that’s why modern technology is now a necessity.

What is NG911?

For millions of Americans, traditional 911 services have always had barriers. More than 11 million people in the U.S. are deaf or hard-of-hearing. Another 25.7 million aren’t proficient in English. In an emergency, these communication gaps can cost lives.

Next Generation 911 (NG911) is designed to close these gaps. NG911 is a digital, IP-based system that uses internet protocols to handle emergency communication. Instead of relying solely on voice calls, it supports voice, text, images, and video – making it easier for everyone to find help in a way that works for them.

Beyond accessibility, NG911 improves public safety as a whole. It delivers better caller location using highly accurate, device-based GIS data. It strengthens interoperability between PSAPs, making it easier to transfer information across jurisdictions. It’s also more resilient and scalable, built to evolve alongside future technologies.

Emergency services should be reachable for everyone. NG911 helps make that a reality.

NG911 Features for Accessibility

Next Generation 911 (NG911) brings major advancements that make emergency services more accurate, efficient and accessible.

One of the most powerful features is AI-powered audio transcription. Calls are automatically transcribed as they happen, with caller and call-taker speech separated into distinct written transcripts. Supervisors can search transcripts, detect keywords, monitor calls live, and integrate records with other systems through APIs. These features dramatically improve incident response and reporting (IRR).

Text-to-911 is another important advancement, providing real-time text (RTT) functionality. RTT is an improvement over teletypewriter (TTY) communication, which requires a separate device and only supports text. In emergencies where speaking isn’t possible (or when language barriers arise), RTT empowers citizens with 911 text or voice communication.

Text-to-911 also integrates real-time language translation, offering two-way translations across 170+ languages and dialects, while preserving original messages in their native form. This feature has simplified and accelerated the language translation process for dispatchers.

Traditional Language Translation Workflow	New Language Translation Workflow
Caller initiates 911 call	Caller initiates 911 call
Dispatcher identifies language	Dispatcher identifies that language is unknown
Dispatcher contacts interpretation service	Text prompt is sent to initiate text-to-911
Interpretation service connects interpreter	Conversation continues without a third-party
Three-way conversation is initiated	Emergency response occurs
Interpreter facilitates communication
Emergency response occurs

As you can see, the new workflow is both simpler and more effective. Instead of relying on third-party interpreters and waiting for three-way connections, dispatchers can now initiate a text conversation directly with the caller. Real-time translation happens automatically, without extra steps or delays.

Finally, the video-to-911 feature gives dispatchers live visuals of incidents, improving triage and situational awareness. Responders can even receive video streams en route, helping them prepare before they arrive.

Together, these NG911 features are reshaping how quickly (and equitably) help reaches those who need it.

Importance of Community Engagement

Despite the impact of NG911, technology alone isn’t enough. Agencies must actively educate the public about new accessibility features. Outreach programs targeted at vulnerable communities (i.e. hard-of-hearing or non-English speaking individuals) help ensure these tools are understood and used effectively in emergency situations.

Consider building partnerships with local organizations, schools, and cultural centers to foster trust and boost outreach efforts. Raising awareness through workshops, public campaigns, and community events can drive adoption and confidence in the system.

Equally important is training first responders on how to use NG911 accessibility features effectively. The more familiar they are, the smoother the emergency response.

Finally, create feedback loops where users can share their experiences. That way, your agency can continuously improve accessibility services and outreach initiatives.

Challenges of Implementing NG911

Implementing NG911 is a major step forward, but it’s not without challenges. One of the biggest hurdles is limited funding and resource allocation. Many agencies want to upgrade, but budgets often don’t stretch far enough to cover new technology, training and infrastructure needs. Even when funding is secured, technical constraints can slow adoption (i.e. upgrading to IP-based networks, updating infrastructure, system integrations, maintaining data security, etc.).

Resistance to change inside organizations can also be a barrier. Some teams are understandably cautious, especially when new systems impact daily operations. That skepticism may extend to the public, who may have concerns around data privacy or using new government technology. Citizens need reassurance that their personal information will be protected.

Ultimately, your agency must balance innovation with practical deployment. It’s important to roll out NG911 in ways that enhance service without overwhelming teams or risking public trust. Progress takes planning, patience and clear communication.

How to Get Started

NG911 technology improves emergency services and accessibility, but it’s a shared responsibility. Collaboration among stakeholders (i.e. public agencies, technology providers, citizens, etc.) is the only way to make real progress. Ongoing advocacy is needed to keep accessibility at the forefront of NG911 planning and deployment. Everyone has a role to play in advancing emergency services for your community.

By researching solutions like Vertex NG911 by CentralSquare and investing in training, your agency can build a stronger, more equitable system. The faster your agency acts, the sooner all citizens can get the help they need when it matters most.

Schedule a discovery call today to learn how our NG911 solution can improve emergency response for your agency and accessibility for your community.