Colorado shifts 911 system to digital network
DURANGO, Colo. — When someone calls 911, the first few seconds matter.
In Colorado, a new system could help callers connect with dispatchers sooner. The information behind each call is starting to change too.
The state is now transitioning to a digital 911 system known as Next Generation 911, or NG911. The upgrade moves emergency calls from an aging analog network to an internet-based system that can handle more than just voice.
Over time, that could allow callers to send texts, photos or even live video directly to dispatchers.
“We used to have a VCR and a telephone and an alarm clock and a camera,” said Kati Fox, director of the Durango-La Plata Emergency Communications Center. “Now we have a smartphone. NG911 is that same kind of shift, bringing everything into one system.”
Around 240 million calls are made to 911 in the U.S. each year. In many areas, 80% or more come from wireless devices.
The current system has been updated to handle cellphones, but it still has limits. It cannot natively receive photos, video or other data.
Colorado has already completed a key step in the transition to NG911 by moving all 911 calls onto an internet-based network — similar to how data travels on a smartphone — instead of relying on traditional phone lines. But most callers will not notice a difference yet. There is no set timeline for when NG911 will be fully in place.
The biggest hurdle is cost.
The state built the digital backbone, but local emergency communication centers must upgrade their own systems to use it. For rural communities like Durango, that can be difficult.
911 systems in Colorado are mostly funded at the local level, and smaller communities often have fewer resources to invest in new equipment. State grants may help, but each local agency decides when and how to upgrade.
The new system would help callers connect with dispatchers more quickly, when every second counts.
“When you call 911, the first couple rings aren’t actually ringing in the call center yet,” said Daryl Branson, telecom program section chief with the Colorado Public Utilities Commission. “The call is still trying to connect to the right center. With the new system, it gets there faster.”
In some situations, the ability to send a message instead of speaking could be critical.
“Say there’s a domestic violence victim who can’t speak on the phone,” Fox said. “They can text 911 and still get help.”
Another upgrade underway is geospatial routing, which uses a caller’s exact location instead of a cell tower to direct calls.
In Durango, that could address a common challenge: callers, especially visitors in the mountains, do not always know where they are. NG911 is expected to provide more accurate, real-time location data, reducing the time dispatchers spend identifying a caller’s location.
The system could also change how calls are prioritized.
Fox gave an example: multiple people call 911 about the same brush fire along a highway, while another person is having a heart attack.
In the current system, calls are answered in the order they are received. With NG911, the system could recognize calls from the same area and prioritize other emergencies.
The upgraded system could also change the job inside the call center. Dispatchers may soon receive images or video, not just voice calls. That could help them make faster decisions, but it could also expose them to more difficult scenes.
“We’re very mindful of the potential mental health impact,” Fox said. “This is a large part of the reason we will not go live with this functionality until we have robust training and tailored wellness support in place. Fortunately, Durango 911 already has a strong resiliency program and excellent peer support.”
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