Audit of the State 911 Department

This is a state performance audit of the Massachusetts State 911 Department covering July 1, 2017 through June 30, 2019.

“This report details the audit objectives, scope, methodology, findings, and recommendations for the audit period, July 1, 2017 through June 30, 2019.”

Auditors checked whether the department successfully moved 911 from an older analog system to a newer digital system, helped educate the public about silent 911 calls, and properly trained 911 call takers.

“In this performance audit, we examined whether the State 911 Department developed and successfully executed a plan to upgrade the statewide 911 emergency call system and equipment from analog to digital to be able to respond to all 911 emergency calls from cellphones, smartphones, and landlines.”

The silent call feature matters because some people in danger, or people with disabilities, may not be able to speak out loud when they call 911.

“As a result, callers who cannot safely communicate, or who have disabilities that prevent them from speaking, might not be aware of the silent call feature.”

If you live in Massachusetts, this affects how well you may understand 911 options in an emergency, especially if you cannot speak and need police, fire, or medical help.

“The statewide 911 emergency call system is available to anyone making a call in the Commonwealth.”

The auditors concluded that the department successfully implemented Text to 911 and trained telecommunicators, but failed on public education about the silent call feature.

“Did the department educate the public on the silent call feature of the statewide 911 emergency call system, as required by Appendix A of Section 2 of Title 560 of the Code of Massachusetts Regulations?”

The auditors recommended that the department create and monitor a consistent process for helping municipalities educate residents about silent 911 calls, including distributing materials.

“The State 911 Department should implement policies, procedures, and monitoring controls to ensure that it consistently helps municipalities properly educate the public about the statewide 911 emergency call system’s silent call feature through the distribution of materials, including brochures, telephone stickers, and children's educational materials.”

The report is significant because Massachusetts had millions of 911 contacts, and public knowledge of 911 features can affect whether people get help when they cannot speak.

“There were 3,553,728 calls to 911 in the state in 2018, before the start of the Text to 911 option in the statewide 911 emergency call system.”

A telecommunicator is the trained 911 professional who answers emergency calls, gathers key information, keeps people calm, and sends the right help.

“911 professionals, also referred to as “dispatchers” or “call takers,” are often the first trained point of contact in an emergency.”