Collaboration between private and public entities is crucial for advancing 911 services. However, this partnership raises critical questions about who should govern and be responsible for public safety. As we innovate, determining the balance of power and responsibility is essential for an effective, equitable, and trusted emergency response system.
911 Emergency Response System
Infrastructuring Public Safety Through Bridging
Technological Gaps and Systemic Biases
The 911 emergency call system, widely recognized in the United States and several other countries, is a critical component of public safety, with an estimated 240 million calls made annually in the US alone. Despite its vital role, the 9-1-1 system faces significant challenges due to its outdated technology and recent high-profile incidents questioning its efficacy and reliability. This case examines the historical context, current issues, and potential innovations for the 9-1-1 emergency response system.
Historical Context
Before the establishment of 911, individuals in need of emergency assistance had to dial '0' for an operator or use a 10-digit number to reach local emergency services. The inefficiencies and delays in this process led to calls for a unified emergency number. A pivotal moment came in 1964 with the murder of Kitty Genovese in New York, where the perceived lack of response from witnesses spurred a national debate and urgency for a better system. In 1967, the Commission on Law Enforcement and Administration of Justice recommended a single telephone number for emergency services. AT&T, the primary telephone service provider, chose 9-1-1 due to its brevity and ease of dialing on rotary phones. The system was designed to be locally managed, fitting the needs of various communities across the country.
An Action Situation of a 9-1-1 emergency response process, highlighting coordination across multiple agencies.
System Offerings and Rituals
The 911 system connects callers to Public Safety Answering Points (PSAPs), where dispatchers determine the appropriate emergency response—police, fire, or medical services. Despite being a national system, 911 is locally managed, allowing for tailored responses to community needs. Emergency responses involve well-established protocols and infrastructure, such as dedicated emergency lanes on highways and strategically placed fire hydrants.
Technological Challenges and Advances
The 911 system, originally designed for landline phones, struggles to keep up with advancements in telecommunications, such as mobile phones and Voice-over-Internet Protocol (VoIP). Currently, 7% of the system is still considered "Basic 911" (B911), which lacks automatic location and number identification. The remaining 93% is "Enhanced 911" (E911), which includes these features. The transition to Next Generation 911 (NG911) is underway, advocating for an IP-based infrastructure that allows emergency calls from any device, including wireless and internet-based devices. This upgrade requires unprecedented coordination among various agencies and stakeholders.
Collaboration and Partnerships
Emerging technologies have expanded 911's reach through partnerships with various industries. For example, vehicles equipped with crash detection systems can automatically call 911. Wearable devices and home automation systems also integrate emergency call functions, enhancing safety and response capabilities.
Wearable technology that can alert emergency services discreetly
Systemic Bias and Response Inequities
Despite its intentions, the 911 system exhibits systemic biases, particularly in response times and resource allocation. Predominantly minority neighborhoods often face longer wait times and are under-resourced compared to wealthier, predominantly white neighborhoods. This disparity is influenced by implicit biases and systemic racism within the emergency response system.
Descriptive Causal Loop Diagram highlighting racial discrimination as a hotspot within the 9-1-1 system.
Trust and Community Relations
Historical and ongoing instances of police violence, particularly against Black communities, have eroded trust in the 911 system. Fear of retribution and lack of trust in responders deter many from calling 911. Rebuilding this trust requires systemic changes, including better training for responders to address implicit biases and more equitable resource distribution.
Innovations and Future Directions
To improve the 911 system, several innovative approaches can be considered:
Expanding Response Agencies: Incorporating professionals trained to handle specific emergencies, such as mental health crises, can ensure more appropriate and effective responses.
Pre-Selection and Customization: Allowing all callers to pre-select emergency services and customize their interactions can enhance efficiency and satisfaction.
Data-Driven Decision-Making: Utilizing data and AI to better predict and manage emergency responses can reduce waste and improve resource allocation.
Prescriptive Anatomy of Infrastructure for the 9-1-1 emergency response system.
Reimagining the 911 system involves redefining its goals to prioritize equality, trust, and safety. By addressing systemic biases, enhancing technological capabilities, and fostering collaboration among stakeholders, the 911 system can better serve all communities. Implementing these changes requires a collective effort across various organizations and a commitment to continuous improvement and innovation.