2025 Emergency Call Requirements for Public Organizations
FCC 19-72-A1 FCC 19-76-A1 Final Rules
A Simple Guide:
Today’s communications requirements have evolved significantly with recent regulations aimed at enhancing safety in public facilities. A modern phone system can greatly improve safety by enabling intercom announcements, issuing vocal emergency alerts, and initiating 911 calls with a single button while simultaneously notifying the on-site response team. The system must identify the specific office or room of the originating call and provide a direct callback path. All VoIP (internet-based phone) systems are required to handle 911 calls effectively. Below are nine key features to ensure proper emergency response protocol, explained simply, with legal requirements and best practices. The FCC Federal Communications Commission emphasizes, “Public safety does not vary by enterprise size” (FCC, 2019, p. 12, para. 30). With rising incidents of workplace violence, including over 5,000 workplace deaths in 2023, often in facilities with outdated systems, the risks are clear (BLS, 2023).
Accurate Location for 911 Calls:
What It Means: When someone calls 911, the system must provide the exact location (e.g., building address, floor, office/room) to emergency services.
Law: FCC rules mandate VoIP systems to provide a “dispatchable location” for 911 calls (47 CFR § 9.11; RAY BAUM’S Act, 2021/2022). NENA i3 standards ensure real-time location data.
Why It Matters: Incorrect locations can delay responders by up to 30%, risking lives in county facilities with staff and visitors.
Direct Callback from 911:
What It Means: If 911 calls back, the call must reach the specific phone that dialed 911.
Law: FCC mandates VoIP systems send the caller’s phone number (Automatic Number Identification) for callbacks (47 CFR § 9.11(b)(2)(ii)).W
Why It Matters: Responders need to reach the caller for updates, critical during chaotic emergencies in government buildings.
System Must Notify Safety Team When 911 Is Called:
What It Means: A 911 call instantly alerts the county’s security team (e.g., via text or email) with the caller’s location and number.
Law: FCC’s Kari’s Law requires multi-line systems (MLTS) like VoIP to notify a central point during 911 calls (47 CFR § 9.16, effective 2020).
Why It Matters: This is so an organization can assist responders or manage crises internally.
Single Button 911 Alerting:
What It Means: A designated button on a county government’s VoIP phone system initiates a 911 call, simultaneously sending the caller’s exact location (e.g., building, floor, office) and notifying the on-site safety team with a single press. Unlike cell phone apps, which require unlocking the phone, navigating menus, and tapping small icons, this feature is simple and immediate.
Best Practice: No law mandates single button 911 alerting, but it is recommended as a best practice to enhance emergency response capabilities.
Why It Matters: In high-stress situations, fine motor skills—such as those needed to unlock a phone, locate an app, or tap small icons—are often impaired due to adrenaline surges, panic, or fear. This can delay or prevent effective use of cell phone apps for emergency calls. The simplicity of a single button on a piece of hardware such as a desk phone outperforms cell phone apps by reducing response time, ensuring accurate location data, and enabling instant team notification, significantly enhancing safety in county facilities.
Effective Call Recording:
What It Means: The system can be set to automatically records calls, particularly those involving threats or emergency communications, for later review and analysis.
Best Practice: No law mandates this, but it enhances safety.
Why It Matters: Recording threats and discussions provides critical evidence and documentation, enabling county governments to maintain safer environments and support post-incident investigations.
Call Tracing:
What It Means: The system identifies and logs the originating details (e.g., phone number, location) of incoming calls in real time, especially for threatening or emergency calls.
Best Practice: No law mandates this, but it enhances safety.
Why It Matters: Real-time identification of call credentials allows county governments to quickly address threats like bomb threats or violence, ensuring swift and informed responses.
IF YOUR FACILITY HAS ANY OF THE FOLLOWING
Safety Apps:
What It Means: The Unified Communication System should integrate with apps to alert employees or stakeholders during emergencies.
Best Practice: No law requires this, but it supports Kari’s Law by improving communication (47 CFR § 9.16).
Why It Matters: Alerts help staff evacuate or stay safe, crucial for county facilities.
Automated Door Locks:
What It Means: The system can lock doors or open them for responders during a 911 call via designated phones.
Best Practice: No law requires this, but it significantly enhances safety.
Why It Matters: Locking doors protects against threats; opening them aids responders.
Broadcast Emergency Announcements:
What It Means: The system connects to intercoms for clear announcements (e.g., “Lockdown now”) during emergencies.
Best Practice: No law mandates this, but it enhances safety.
Why It Matters: Announcements guide staff and visitors in county buildings during crises.
Works Cited
Federal Communications Commission. Implementing Kari’s Law and Section 506 of RAY BAUM’S Act; Inquiry Concerning 911 Access, Routing, and Location in Enterprise Communications Systems; Amending the Definition of Interconnected VoIP Service in Section 9.3 of the Commission’s Rules. Government Publishing Office, 2 Aug. 2019, https://docs.fcc.gov/public/attachments/FCC-19-76A1.pdf Lieberman, Mark, and Hyon-Young Kim. "School Shootings in 2024: More Than Last Year, But Fewer Deaths." Education Week, 31 Dec. 2024, https://www.edweek.org/leadership/school-shootings-this-year-how-many-and-where/2025/01. United States, Department of Labor, Bureau of Labor Statistics. "Census of Fatal Occupational Injuries Summary, 2023." 18 Dec. 2024, www.bls.gov/news.release/cfoi.nr0.htm
