The Pulse of 911 2025

of 911 centers are using AI, planning to, or interested in it

Only 25% have no plans to use AI, and 42% aren't using it yet but want to. Real-time transcription (25%) and language translation (19%) are the most common tools. Language translation and automated call triage top the list of what would ease workload, chosen by over 42% of respondents. Belief that technology can help with staffing shortages rose from 64% to 76%. Still, 24% are not at all comfortable with AI assisting in call taking.

of 911 centers still have unfilled positions, down from 82% in 2024

Centers that struggle to hire dropped from 73% to 58%, and centers short on allotted headcount fell from 75% to 61%. Staff burnout moved to the top-ranked staffing challenge, ahead of the inability to hire. Only 14% of centers have no open positions, and the share where more than half of new hires fail training climbed from 17% to 22%.

of 911 centers had an outage in the past 12 months, up from 75%

For the first time, 9% say a TDoS or other cyberattack caused an outage. Phone system outages rose from 51% to 58%, while CAD outages eased from 56% to 52%. ESInet connection fell from 60% to 49%, and 37% now answer "I don't know," up from 12%.

of telecommunicators feel stressed about coming to work, the same as 2024

Use of employer mental health services rose from 44% to 53%, helped by stress management apps (16% → 23%) and new wellness initiatives at 40% of centers. "Reduced performance and productivity" became the most reported symptom, up from seventh place. Among people who skip employer services, 24% cite trust or privacy concerns.