Most of us take it for granted: dial 911 and help is on the way. But behind this simple act lies a sprawling, decentralized system—one that, despite its remarkable reliability, is held together by the resourcefulness of its people rather than consistent technology or funding. On a recent episode of The Safety Gap, Cassidy Shield and Karin Marquez sat down with Laurie Flaherty—a legend in the 911 space and former coordinator at the federal Office of Emergency Medical Services—to talk about how we got here, where we’re going, and what’s needed to make America’s 911 infrastructure ready for the future.
Laurie Flaherty’s career did not start with a master plan. Transitioning from a 25-year stint as an emergency nurse to a federal role, she was thrust into the world of 911 when Congress gave her office responsibility for the program—but not the resources to hire experts. With characteristic humility and openness, Laurie described learning from the ground up:
Instead, she relied on the expertise already in the 911 community, building partnerships and consensus to figure out what was needed.
This openness to learning and convening made her a central figure in the push to modernize 911, from the E911 era to today’s push for Next Generation 911 (NG911).
So what is NG911, and why does it matter? As Laurie explained, NG911 is often thought of in terms of technology—letting call centers receive text, photos, and video. But the equally crucial aspect is interconnection:
In traditional setups, calls could be lost if a local center was overwhelmed or knocked offline. NG911’s ability to share load and route calls across boundaries saves lives.
Yet, as Cassidy and Laurie pointed out, the rollout is a patchwork. Wealthier, urban communities often advance faster, while rural areas lag, a reality driven by the same gaps in funding and authority that plague the system overall.
Why haven’t we just “fixed” 911? Laurie didn’t mince words—fixing 911 comes down to two things: legal authority and money. The U.S. 911 system is highly fragmented, with different states and localities holding the purse strings and the power. There have only been two grants for 911 upgrades in twenty years. As Laurie put it, “the technology exists,” but unlike the billions invested in public safety radio networks,
Until lawmakers understand what’s at stake—and see it firsthand—they’re unlikely to allocate the dollars needed.
A recurring theme in the conversation was the “figure it out” spirit of 911 professionals. Whether rerouting calls during outages or calmly handling calls during disaster, 911 call takers routinely go above and beyond. But this ingenuity makes it easy for decision-makers to ignore chronic underfunding.
One remedy? Storytelling and education. Bringing lawmakers and the public into 911 centers—letting them hear both the harrowing and heroically mundane—is essential to building awareness and securing investment. 911 associations, vendors, and first responder organizations can help amplify these messages, leveraging real data and personal narratives.
Another overlooked challenge is the profession’s public and government recognition. Outdated job descriptions and lack of standardization fuel misconceptions, leading to underappreciation and even misclassification of 911 workers as clerical staff. Both Laurie and Karin called for an overhaul: “Our job descriptions no longer should be ‘answer the call, dispatch the call.’” Today’s telecommunicators juggle emerging technologies, negotiate with crisis callers, and support field responders in fast-evolving scenarios. Advocating for updated standards is not just about professional pride—it’s vital for recruitment, retention, and morale.
As Laurie closes this chapter of her public service career, her advice is clear: network, get involved, share your story, and push for change. Whether it’s mentoring, educating Congress, or simply ensuring 911 staff are correctly classified, every step counts toward a safer future.
If there’s a single lesson from this episode of The Safety Gap, it’s that the miracle of 911 isn’t just the technology—it’s the people. But those people need better infrastructure, smarter investment, and stronger advocacy to keep America safe.
