Knowledge Base

911 Communications System Enhancement

July 28, 2025 – ROCHESTER, MINN. 911 Communications has launched a new automated callback system to help manage the large number of abandoned emergency calls, such as hang-ups or dropped calls, freeing Public Safety Telecommunicators (PSTs) to remain focused on incoming emergencies.

Nearly one in ten of the 911 calls to the dispatch center are disconnected before they can be answered, each requiring follow-up. Previously, PSTs manually returned each call to determine if help was needed. The new system automatically redials the number, and a recorded message provides instruction:

• Press 1 to be connected with a call taker if emergency assistance is needed.
• Press 2 to confirm the call was accidental and no help is required.

If there is no response after two automated attempts, a PST will follow up directly to ensure safety.

The system enhancement was implemented earlier this month.