The 2025 Pulse of 9-1-1 Report Highlights Critical Issues Facing Emergency Services

Overview of the 2025 Pulse of 9-1-1 Report



The third annual Pulse of 9-1-1 report, launched on June 23, 2025, reveals pressing challenges in the emergency services sector. This extensive report, a collaboration between Carbyne and NENA, provides vital insights into staffing, technology, and mental health within public safety organizations. This year’s findings indicate a critical crossroad for emergency services, detailing significant issues such as burnout, increasing system outages, and a heightened risk of cyber threats. Yet, amidst these challenges, there are promising signs of progress through modernization and improved dispatcher support.

Burnout Becomes the Primary Workforce Challenge



One of the most alarming trends highlighted in the report is that burnout has emerged as the foremost issue among emergency communication centers (ECCs), overtaking hiring difficulties. Although the number of centers reporting job vacancies has slightly decreased from 82% to 74%, the underlying problems of high turnover and significant pre-shift stress among telecommunicators persist. Nearly 70% of staff reported experiencing stress on a daily basis, with many citing reduced performance and productivity as notable symptoms.

Brian Fontes, CEO of NENA, emphasizes the urgency of the situation: “This year's findings are a wake-up call. Real investments are needed to ensure 9-1-1 professionals are supported and equipped to better serve their communities.” This indicates a clear need for action to address the severe stress levels that these professionals face in their demanding roles.

Rising System Fragility and Cyber Risks



Moreover, the report uncovers alarming statistics regarding technology outages in the ECCs. A staggering 88% indicated they had experienced a technological failure in the past year, marking a troublesome increase from 75% in 2024. These outages have serious implications for emergency readiness, as nine percent of centers experienced cyberattacks, such as telephony denial-of-service attacks.

Amir Elichai, CEO of Carbyne, points out, “The fragility of current emergency communications infrastructure is putting lives at risk.” The findings underscore that while emergency professionals are dedicated to their roles, they are increasingly hindered by outdated systems that fail to support their critical work.

Technological Modernization and the Promise of AI



Despite the heavy reliance on outdated technology, optimism is growing regarding tech modernization efforts. Over three-quarters of survey respondents acknowledge that technology could alleviate staffing issues, and 86% expressed comfort with the idea of AI assisting in emergency call handling. This facistionat suggests a readiness within the sector to adopt innovative solutions that could improve response times and alleviate some of the workforce's burden.

“AI won't replace dispatchers. It will give them a fighting chance in high-pressure environments,” Elichai affirmed, demonstrating faith in the potential of emerging technologies. It appears that many in the industry view modernization not just as an option, but as a crucial evolution necessary for success.

Wellness Initiatives and Training Reforms



The report also noted a growing commitment to wellness programs among ECCs. The use of employer-provided mental health resources increased by nine points this year, and nearly 40% of centers introduced new wellness initiatives. This shift toward prioritizing dispatcher well-being is vital for addressing the systemic fatigue that is prevalent in the field.

However, the training of new hires continues to be a concern, with 22% failing to complete their training successfully. To mitigate this, more centers are exploring modular learning and scenario-based simulations as ways to maximize training efficacy and improve retention rates.

Fontes remarked, “The extraordinary resilience of our emergency workers must be matched with extraordinary support from their employers and communities.” This aligns with a broader recognition that the health of the workforce is directly tied to public safety outcomes.

Moving Toward a Proactive Future



The 2025 Pulse of 9-1-1 report paints a complex narrative of challenges and opportunities. The combination of persistent stressors in the form of staffing shortages, outdated technology, and cyber threats poses significant dangers. Yet, the emerging embrace of technology modernization and wellness initiatives indicates a potential shift from reactive measures to proactive strategies aimed at transforming the landscape of emergency services.

As one survey participant poignantly stated, “There is no pause button in 9-1-1. We need to equip our teams to answer the call—every time.” This sentiment captures the urgency and importance of supporting the professionals behind every emergency call.

For those interested in learning more, insights from this survey will be shared at the NENA 2025 Conference on June 23, during the session titled “The Pulse of 9-1-1 Learnings From 9-1-1's Most Comprehensive Survey.” The full report is also accessible through the Carbyne website.

Conclusion



The landscape for emergency services is changing, but challenges remain. The insights from the Pulse of 9-1-1 report reveal a critical moment for public safety that necessitates attention, action, and innovation. As the emergency services sector navigates these issues, the integration of modern technology alongside a focus on mental wellness will pave the way for a brighter and more resilient future for 9-1-1 operations.

Topics Policy & Public Interest)

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