NENA is proud to publish How 9-1-1 Is Changing in a COVID-19 World, the second paper in NENA’s 9-1-1 & COVID-19 report series. These reports are designed to inform public-safety stakeholders, policymakers, and the public about how the COVID-19 pandemic is affecting 9-1-1 operations, technology, and personnel.
This report, based on 500 survey responses from 9-1-1 professionals across 44 states and territories, builds upon insights from our initial report published on April 3, 2020. For example, the first survey asked respondents whether overall call and dispatch volumes had changed, while this survey asked specifically which types of calls and dispatches had changed. The survey responses reflected in this report were collected from April 20 to 24, almost a month after our initial survey and well into nationwide efforts to stem the pandemic.
Survey access was provided to PSAP contacts using the NENA Enhanced PSAP Registry and Census (EPRC), a free service for public safety personnel that provides contact information for PSAPs during emergencies. See Appendix B for more information on the EPRC.