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City of Roanoke enhances 911 center with new technology

ROANOKE, Va.Update:

Roanoke’s 911 center has taken a significant step forward with a major upgrade to its system. The new technology allows dispatchers to transfer calls to different jurisdictions in seconds, a process that previously could take minutes.

John Powers, the 911 system coordinator, explained the recent changes: “We recently implemented the next generation 911 telephone technology so really what that amounts to is we moved from the old technology back from the days where everybody had their own landline phones at home which is what 911 was really built for into a 911 system that is more modern and able to handle different kinds of information.”

The upgraded system includes a built-in Geographic Information System (GIS) mapping feature, enabling operators to pinpoint a caller’s exact location using GPS coordinates. Powers noted, “So it isn’t based on the cell tower anymore, it’s based on where your phone believes it is. There are some cell sites in our valley where more than 50 percent of calls go to the wrong place and need to be transferred.”

This advancement aligns Roanoke with a growing number of municipalities nationwide that are adopting NextGen 911 to meet the demands of today’s digital world. “The fact we are now getting digital data not just voice data means that as new technology come about and new features get added to phones that data can ultimately be shared,” Powers added.

The transition to this new system has been in development for nearly three years. “In Virginia, the state led an initiative and basically worked with the technical details and then we used the state 911 tax money that’s collected on phone bills to pay for it,” Powers explained.

Roanoke City is among the last jurisdictions to implement the new 911 technology, but Powers is optimistic about the future: “Within the next few months the whole state will be finished and then we will all be connected on that same thing, the next gen 911 network.”


Original Story:

Roanoke’s 911 Center is stepping into the future with the launch of its new Next Generation 911 (NG911) system, a cutting-edge digital network that’s transforming the way emergency calls are handled.

The Emergency Services Internet Protocol Network (ESInet), is a secure, high-speed digital platform that makes emergency response faster and more precise. With built-in Geographic Information System (GIS) mapping, the system pinpoints and routes calls with unparalleled precision. It also paves the way for a future where the center can handle more than just voice and text calls during emergencies.

“Our goal is to ensure the 911 Center manages every call with the utmost precision and care,” said Sonya Roman, Manager of the City of Roanoke 911 Center. “Roanoke City is always on the forefront of technology, and the NextGen 911 system reflects our commitment to leveraging the best tools available.”

Roanoke’s transition to the NextGen911 system aligns with a growing trend among cities across the country to modernize their emergency response infrastructure. The new system will make it easier for different agencies to share information and transfer calls, helping first responders stay connected and better prepared to handle emergencies.

For Roanoke residents, this means peace of mind knowing that the 911 Center is equipped with the most advanced tools available to keep them safe—ensuring faster, more accurate responses when every second counts.


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Kelly Marsh joined the team in July 2023.