Next generation 9-1-1 has transformed how we respond to emergencies. As we continue to discuss the benefits of the next gen 9-1-1 in our PSAP resources and share our SynergemNET™ solutions with public safety professionals around the country, we thought it would be interesting to show.

In this next generation 9-1-1 blog, we’re going to delve into two contrasting emergency scenarios. The first conversion is between an emergency caller and a 9-1-1 telecommunicator using the legacy 9-1-1 network, and the second scenario is between an emergency caller and a 9-1-1 telecommunicator using a next-generation 9-1-1 IP-based network. In an era where seconds can mean the difference between life and death, the difference between Legacy 9-1-1 and Next Generation 9-1-1 is stark and illuminating.

Legacy 9-1-1 Call Scenario:

Emergency Caller (EC): “Hello? I need help! There’s been a car accident. My car is flipped.”

9-1-1 Telecommunicator (TC): “Okay, stay calm. I am here to help. Can you tell me your location?”

EC: “I’m on 95 South”

TC: “Also, are there any injuries?”

EC: “Yes, I am stuck. Hurry, please! I think my legs are broken. I can’t see how many cars were involved.”

TC: “What is the city that you are nearest to? Have you seen any signs recently?”

EC: “I think I’m near Waters Street exit. Wait no, we just passed Emerson. Ronny, where are we? He said we are near Emerson, yes.”

TC: “Okay. Help is on the way. Is your vehicle on the side of the road?”

EC: “Yes, but I am not sure about anyone else. Hurry!”

TC: “I have your contact number as 555-123-4567. Is that correct? Also, what is your name?”

EC: “My name is Sarah and, yes, that is the correct number.”

TC: “Thank you, Sarah. Emergency services are dispatched. I will stay on the line with you until they arrive.”

Call Scenario:

Emergency Caller (EC): “Hello? I need help! There’s been a car accident. My car is flipped.”

9-1-1 Telecommunicator (TC): “Okay, stay calm. I am here to help. What is your name?”

EC: “Sarah.”

TC: “Hi Sarah. I have your location here on 95 South near Water street, help is on the way! Are there any injuries?”

EC: “Yes, I am stuck. Hurry, please! I think my legs are broken. I just sent a text of the cars in front of me, but I can’t see them well.”

TC receives text and sees the scene is much larger than the caller can see.

TC: “Got it. Thank you. Additional emergency vehicles have been sent. Also, I have your contact number as 555-123-4567, is this correct?”

EC: “Thank you! And, yes, that’s correct.”

TC: “You’re doing great, Sarah. I will stay on the line with you until they arrive.”

In both scenarios, the 9-1-1 telecommunicator answers promptly and gets all the information they need. However, in the next generation 9-1-1 scenario, the 9-1-1 telecommunicator had already sent help within the first few seconds of interaction, received a text message photo of the scene and called for additional assistance. In scenario 1, with the legacy network, first responders would be arriving minutes later, and additional assistance would not have been called until their eyes were on the scene and they realized they needed backup.

Synergem and the Nationwide Upgrade to Next Generation 9-1-1

The implementation of NG9-1-1 is not merely an advancement but a necessity. Its capacity to revolutionize emergency response procedures, reduce response times, and enhance overall efficiency underlines the critical need for widespread adoption.

Furthermore, if you have questions about your PSAP technology and the nationwide upgrade to next generation 9-1-1, contact our expert team at Synergem. We’re here to help with a mission to modernize our nation’s emergency response system.