9-1-1 Telephone System Upgrade

This is an exciting time for DEM, this week we are upgrading our entire 9-1-1 telephone system! After 16 years, our old telephone and trunk system is well beyond its useful life. Not only is the phone system outdated, the current system has limited technical support and much of its replacement parts are no longer available. Can you imagine using the same phone today that you had in 2000? Cell phone or landline, technology has far surpassed the abilities of the system we’ve been waiting to retire.

911 Dispatcher answering a call

Dispatchers are trained to pull and assess information from a caller so the right level of help can be sent quickly.

Why is the 9-1-1 telephone cutover important?

Hopefully you’ve never had to call 9-1-1, but if you did I bet you’d hope that the phones were up and running! Not only is the new system more reliable, it prepares San Francisco for Next Generation 9-1-1 once the State of California Office of Emergency Services finalizes their roadmap for migration.

Next Generation 9-1-1 allows the 9-1-1 system to keep up with communications technologies used by the public. For instance, how do you communicate these days with friends and family? Do you like to text? Do you ever send videos? Maybe you prefer sending pictures. Next Generation 9-1-1 will allow us to accept emergency calls, videos, texts and pictures. Having this capability within the new 9-1-1 telephone system ensures that we’ll be able to keep up with the people that are the most important to us, you!

911 Dispatchers answering phones

Call 9-1-1 to receive help for emergencies, potential emergencies, or if you are not sure if it’s an emergency.

What have we done to get ready for the upgrade?

Ensuring that the 9-1-1 system is available for anyone that needs it in San Francisco is our top priority. This is why we have conducted extensive testing since the beginning of the summer. This is also why we’ve made sure that extra personnel and resources will be available to manage the transition. This includes technical support staff and additional dispatchers to manage emergency calls should the need arise. If an issue develops that may potentially impact public safety, contingency plans are in place to ensure that the 9-1-1 system remains online. Our contingency plans may include reverting back to the old system or using our backup 9-1-1 telephone system.

15677__6939LR ©Michael Mustacchi

What can people expect when they call 9-1-1?

The first set of 9-1-1 callers may experience a brief echo at the beginning of calls as the phones calibrate to the new system. However, after that people calling 9-1-1, the dispatchers answering phones, and police officers, fire fighters, and medics responding should not notice any difference during or after the 9-1-1 telephone system upgrade.
The San Francisco Department of Emergency Management coordinates the response to everyday and not-so-everyday emergencies. Our 9-1-1 public safety dispatchers answer the phone and send help when there is a police, fire, or medical emergency. The 9-1-1 system is the critical lifeline between the public and city’s first responders.





About sfdemdaniella

A passionate emergency management communications specialist looking to inspire, educate, and connect with San Francisco Bay Area community members.

Posted on November 14, 2016, in Uncategorized. Bookmark the permalink. Leave a comment.

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