Emergency response is the backbone of public safety. Yet, many 911 systems in state and local government still rely on outdated assumptions that caller locations are always clear and that calls automatically reach the right emergency communication center (ECC).
Today, those assumptions fall short. Governments face new realities:
- Remote employees working across jurisdictions
- Multibuilding campuses where addresses alone are insufficient
- Hybrid environments combining legacy systems with cloud platforms
- Regulatory changes demanding more precise location data
To protect employees and the communities they serve, agencies need strategies that ensure every 911 call connects with the right responders and includes accurate location details.
WHY E911 MATTERS FOR STATE AND LOCAL GOVERNMENT
Enhanced 911 (E911) solutions provide precise caller location and route calls directly to the correct ECC. For government operations, accuracy is critical.
Consider these scenarios:
- A public works employee calls 911 from a field office in another county, but the call reaches the wrong ECC.
- A courthouse emergency occurs, yet responders only receive a street address without floor or room details.
- A remote worker requires urgent help, but their call defaults to the agency’s headquarters address.
Each example highlights the risk of relying on traditional systems. Agencies that modernize with E911 can strengthen safety, reduce delays and improve trust in their ability to respond effectively.
COMMON CHALLENGES IN GOVERNMENT 911 CALL ROUTING
1. Jurisdictional Overlap: Large municipalities often border multiple counties, creating uncertainty about which ECC should receive a call.
2. Complex Facilities: Government campuses typically span multiple buildings and floors, making a single street address insufficient.
3. Technology Shifts: Cloud collaboration platforms such as Microsoft Teams, Cisco Webex and Zoom have introduced new challenges for reporting accurate caller location.
4. Hybrid Workforces: Employees working from home or in the field require dynamic location updates that traditional systems cannot provide.
5. Regulatory Pressure: Federal and state E911 regulations are evolving, and compliance requires adaptable solutions.
BEST PRACTICES FOR STATE AND LOCAL AGENCIES
1. Map Locations Down to the Room Level: Street addresses are no longer enough. Agencies should capture floor-, wing- or room-level detail so emergency responders know exactly where to go.
2. Integrate E911 With Collaboration Platforms: Softphones and unified-communications-as-a-service platforms are widely used across government. E911 solutions should integrate with these tools to update caller locations in real time.
3. Account for Remote and Mobile Workers: Desk phones are only part of the picture. Agencies must extend protections to employees working from home, in the field or on the move.
4. Centralize Call-Routing Policies: Managing routing centrally reduces confusion when multiple facilities or jurisdictions are involved and ensures consistency in how calls are handled.
5. Conduct Regular Testing and Validation: E911 is not a one-time project. Agencies should schedule test calls to confirm that caller location and routing remain accurate over time.
REAL-WORLD APPLICATIONS
Government organizations across the country are already realizing the value of E911 modernization:
- Courts and justice systems reduce response times by including building and floor details in courthouse calls.
- Public works departments protect field workers by routing calls based on live GPS or user-provided data.
- Education systems enhance campus security by ensuring responders know the specific classroom where help is needed.
- Administrative offices maintain compliance while supporting hybrid workers with accurate location data.
BUILDING RESILIENT EMERGENCY COMMUNICATION
The role of government is changing. From severe weather to on-site security threats, agencies cannot afford gaps in emergency response. Strengthening E911 capabilities is one of the most direct ways to reduce risk and improve resilience.
Modern E911 is more than a technology upgrade. It is a commitment to safety, preparedness and public trust.
CONCLUSION AND NEXT STEPS
Agencies that adopt E911 best practices are better positioned to:
- Improve emergency response times
- Support hybrid and mobile workforces
- Stay compliant with evolving regulations
- Build confidence among employees and the public
To help agencies take the next step, we’ve developed a detailed resource with guidance tailored to state and local government.
RedSky Technologies, an Everbridge company, has over 20 years of experience in E911 solutions, helping government, education and enterprise organizations ensure every 911 call connects with the right emergency responders.
