The Impact of the Politics on 911 Telecommunications
I started my dispatch career in 2009 at the age of 23. Many 911 dispatchers start their careers fairly young and just like me, did not pay a lick of attention to anything in the political arena. As a matter of fact, I avoided anything to do with the news at all (at that age, I lumped government and local news together) because I felt like I lived it on a daily basis. I did not feel the need to add to that stress or chaos outside of work. The problem is, I was doing myself a disservice by needing to be more in-tune and aware of issues being decided on by legislators that would directly effect the industry I work in. In Florida, the biggest issue that 911 PSTs are broadly aware of and fighting for is reclassification as First Responders, but there are many other things in the legislation that get changed and end up affecting us in a negative way because we had no clue it was occurring and therefore had no say in it. For example, in Florida, a bill passed in 2023 that was later amended in 2024, which changed the requirements for labor unions and left a large amount of 911 public safety telecommunicators without the protection of a union. Most folks in the 911 industry, myself included, did not find out about any of the changes until after all of the changes had taken place which lead to a lot of scrambling to make sure we were covered.
911 centers in general are no strangers to the ripple effects of political shifts. Generally those in management are aware of political issues that can range anywhere from funding to training and beyond but PSTs who are working the floor on a daily basis are clueless to the behind the scenes decisions being made. These decisions that are made in legislative chambers and government offices have a profound impact on the daily operations of emergency communications centers. If we start educating ourselves and begin to understand how politics influence our industry, we can help our agencies advocate for us and our community.
Funding: The Lifeline of 911 Operations
One of the most significant ways politics impact 911 centers is through funding. Many ECCs rely on government budgets and grant programs to maintain operations, invest in new technology, and support staffing needs. Political priorities at the federal, state, and local levels can directly influence how much funding is allocated to 911 services.
For example:
Federal Legislation: Changes in laws governing 911 fee allocation, such as the Next Generation 911 (NG911) initiatives, can result in increased funding for modernization—or a lack of support if priorities shift elsewhere.
Local Politics: Municipal and county governments control a significant portion of 911 center budgets. A city council focused on fiscal conservatism might deprioritize ECC funding, while a public safety-focused council might push for increased investment.
When 911 funding is deprioritized, centers face challenges such as outdated technology, staffing shortages, and insufficient resources to handle growing call volumes. As 911 professionals, we need to be advocating for stable and increased funding. This requires that we build relationships with elected our officials and educate them on our role within the 911 industry.
Training: Building a Skilled Workforce
Training is the foundation of effective 911 centers, yet it is often overlooked in political decision-making. Florida has a training standard that requires PST certification through the Department of Health however training standards can vary greatly between states which can create a patchwork of expectations that leave some telecommunicators better prepared than others.
Political Impacts on Training:
Mandates and Standards: If you are in a state that leaves training requirements up to individual agencies, you may want to broach the idea to lobby for standardized national training requirements to bridge the gaps in training.
Funding for Training Programs: Inadequate budgets can often mean training programs are cut first. Without ongoing education, telecommunicators may struggle to adapt to new protocols, technologies, or emergency trends.
Recognition of Role: The classification of 911 telecommunicators as clerical workers rather than first responders in some states impacts access to advanced training and funding for professional development.
It is gravely important for public safety leaders to push for legislative changes that will prioritize a standardized protocol for training to all 911 telecommunicators.
Recognition: The Battle for First Responder Status
One of the most pressing political issues affecting 911 centers is the fight for recognition as First Responders. Many states in our nation currently classify 911 telecommunicators as administrative or clerical workers. This misclassification undermines our critical role in public safety and affects not only morale but also access to benefits such as PTSD support, retirement options, and other resources available to police, fire, and EMS personnel. A massive consequence of this misclassification is a struggle to keep folks working in our centers. Retention of 911 PSTs is a crisis that is plaguing nearly every PSAP across the nation.
How Politics Shape Recognition:
Legislative Advocacy: Political climates that emphasize mental health and public safety can pave the way for reclassification efforts. However, competing priorities or budgetary concerns can stall progress.
Public Perception: Politicians respond to the priorities of their constituents. Educating the public about the vital role of 911 telecommunicators can build the political will necessary to achieve change. Most people agree that our job is stressful, difficult, and VITAL! The problem is, they don't know the inner workings of it therefore it's not at the forefront of their mind. Ever heard of "out of sight, out of mind?" The same applies here. We need to educate the public and get them on board to help support us in order to get our politicians to consider us a priority.
Retention and Recruitment: We have discussed this before in previous blogs but without recognition as first responders, telecommunicators face burnout, lack of career progression, and inadequate retirement benefits. These factors only exacerbate recruitment and retention challenges.
When we say that we are advocating for reclassification, we aren't pining over a title change. I really want to drive home that our push to reclassify 911 telecommunicators as First Responders is not an ego thing to just call us First Responders. It really isn't about the title itself; it’s about making sure that 911 telecommunicators get the support, training, and resources they need.
What do we need to do?
911 centers have to remain proactive and advocate to ensure their needs are met. Check out the suggestions below to get:
Build Relationships with Legislators: Invite them to visit your center, witness operations, and understand the challenges firsthand. Everything is different when you see it in person. Bringing your legislators directly into your environment is going to really help drive home what you guys are experiencing. Don't discount this experience as a great resource.
Educate and Advocate: Most people only understand the very minimum of what our job entails. They know we answer horrifical calls but they don't understand the gravity and complexity of it. Use storytelling to highlight the human impact of your work and the consequences of underfunding your center.
Collaborate with Industry Groups: APCO and NENA are great organizations to partner with to help boost your voice in state and federal discussions.
Engage the Public: A well-informed public can become a powerful ally in advocating for funding, training, and recognition. Social media is a great place to start!
At the end of the day, the biggest thing I wanted to impress upon you is that the political climate profoundly influences the future of 911 telecommunicators. Don't be like me and wait until almost 16 years into your career to educate yourself and do something about it. Stay informed, engage with your legislators, and advocate for the support we need. In our world, where every second counts, the political decisions of today WILL ABSOLUTELY shap the world of 911 Public Safety. Don't wait to get involved. Be a part of the change you wish to see.
Let us know below if you're interested in advocating for your state or, if you have already been involved, what did you do? How did it go?
We can't wait to hear from you!
