As emergency communication systems evolve, many public safety officials are evaluating whether consolidating 911 centers into regional Public Safety Answering Points (PSAPs) is the best path forward. While consolidation can offer significant benefits, it also presents challenges that agencies must carefully consider. At TUSA Consulting Services, we provide vendor-agnostic guidance to public safety agencies navigating these critical decisions. Below, we examine the pros and cons of 911 center consolidation to help agencies determine the best solution for their communities.
The trend of consolidating 911 centers into regional Public Safety Answering Points (PSAPs) has significantly reduced the number of PSAPs in the United States. According to the National Emergency Number Association (NENA) and a 2013 market analysis by Deltek, the total number of PSAPs nationwide decreased from 7,485 in 2013 to 5,748 in 2021.
Consolidating local 911 centers into regional PSAPs is increasingly vital in today’s complex emergency response landscape. Centralized dispatch centers improve communication, coordination, and the integration of new technologies, which are critical for fast and effective emergency responses. In times of natural disasters or mass casualty events, a regional PSAP’s ability to handle large call volumes and provide mutual aid across jurisdictions can save lives. As technology evolves and resource demands growth, regionalization ensures a scalable and resilient system that better serves the safety and security needs of the public.
As agencies consider consolidating local 911 centers into regional centers, it is critical to include a strategy for backup operations. In a regional model, a single point of failure, whether due to a natural disaster, cyberattack, or equipment malfunction—can disrupt emergency services across multiple jurisdictions. Therefore, identifying a reliable backup facility or determining which agency provides backup dispatch services during outages must be an integral part of the consolidation plan. Some regions choose to establish a fully redundant secondary PSAP, while others enter mutual aid agreements with neighboring centers. Regardless of the approach, ensuring continuity of operations is essential to maintaining public safety and trust in emergency communications.
Pros of Consolidation
- Improved Efficiency and Coordination
Regional PSAPs streamline operations by centralizing emergency call-taking and dispatching. This reduces call transfers, minimizes response times, and ensures a more coordinated response during large-scale incidents.
- Cost Savings
By sharing resources across multiple jurisdictions, agencies can reduce operational costs associated with staffing, equipment, and facility maintenance. Regional centers also allow for bulk purchasing of technology, leading to lower overall expenses.
- Enhanced Technology and Redundancy
Consolidation enables agencies to invest in state-of-the-art communications technology, including Next Generation 911 (NG911) systems, advanced mapping, and real-time data sharing. Additionally, regional PSAPs often have better backup systems and redundancy measures in place, ensuring continuity of operations during disasters.
- Standardized Training and Procedures
Regionalization promotes consistency in training, policies, and procedures across agencies. This enhances interoperability and ensures all emergency responders follow the same protocols, improving overall emergency response.
- Increased Staffing Flexibility
Smaller 911 centers often struggle with staffing shortages and high turnover rates. Regional PSAPs provide a larger talent pool, allowing for more flexible scheduling and better workload distribution among call-takers and dispatchers.
Cons of Consolidation
- Loss of Local Knowledge
Dispatchers in smaller, local 911 centers often have intimate knowledge of their communities, including landmarks, unique addressing systems, and local response dynamics. Consolidation may lead to a loss of this familiarity, potentially affecting response efficiency.
2. Initial Costs and Transition Challenges
Although consolidation offers long-term cost savings, the initial investment in infrastructure, technology, and training can be substantial. The transition process may also face resistance from personnel and stakeholders accustomed to existing systems.
- Potential Decrease in Service Quality
Larger regional PSAPs may struggle with call volume surges, leading to longer waiting times or difficulties maintaining a personalized level of service. Without careful management, consolidation could lead to a perception of decreased service quality.
- Governance and Control Issues
Managing a regional PSAP requires careful coordination between multiple jurisdictions, each with their own leadership, funding structures, and operational priorities. Disagreements over governance, funding, and decision-making authority can complicate the consolidation process.
Conclusion
Consolidating 911 centers into regional PSAPs presents both opportunities and challenges. While the benefits of long-term cost savings, enhanced technology, and improved coordination are compelling, agencies must carefully weigh these against the potential drawbacks, such as loss of local knowledge and governance complexities. Each community’s needs are unique, and a thorough PHASE I Needs Assessment—incorporating our Interview, Investigate, and Inspect methodologies—can help determine the best course of action.
At TUSA Consulting Services, we provide expert guidance to public safety agencies considering 911 center consolidation. Our independent, vendor-agnostic approach ensures that decisions are made in the best interests of the community, prioritizing efficiency, reliability, and the safety of both responders and residents. Contact us today to explore whether consolidation is the right move for your agency.
