N.C. 911 System Kept Working During Hurricane Helene

North Carolina’s Next Generation 911 system was able to withstand the fury of Hurricane Helene, helping to save lives in the wake of the storm that devastated much of western North Carolina and other parts of the state.

The modernized system ensured callers were connected to 911 throughout the storm and its aftermath. Next Generation 911 technology connects all 124 public safety answering points (PSAPs) that are funded by the N.C. 911 Board, which is part of the North Carolina Department of Information Technology (NCDIT).

The state’s Next Generation 911 utilizes AT&T’s ESInet, an emergency services internet protocol-based network that enables 911 calls to be rerouted from their local PSAP to other PSAPs across the state.

For example, those affected by the storm in western North Carolina could make a 911 call that would be answered by PSAPs in non-impacted areas.

“The statewide ESInet was a literal lifesaver during and after Hurricane Helene,” L.V. Pokey Harris, executive director of the N.C. 911 Board, said in an NCDIT press release. “Had the old technology and analog network still been in place, the infrastructure would have been destroyed and we would not have had the capability to route calls to other PSAPs and connect people to critical emergency services. Thanks to the resiliency and redundancy of this network, we had no reports of 911 calls not being delivered.”

According to the press release, 19 PSAPs in western North Carolina impacted by the storm rerouted 911 calls to 23 partner PSAPs across the state. From Sept. 26 through Sept. 28, 911 telecommunicators across the state answered almost 90,000 calls – marking a 55 percent increase in call volume over the same timeframe last year.

Additionally, the state’s Network Monitoring and Assistance Center (NMAC) in Raleigh helped to continuously monitor the service and performance of the statewide ESInet throughout the storm.

“Events like Hurricane Helene demonstrate how 911 telecommunicators truly are the first, first responders,” said Jim Weaver, NCDIT secretary and state chief information officer, who also chairs the N.C. 911 Board. “They were the calm and reassuring voice on the other end of the phone during dire circumstances. I want to express my gratitude to them, the PSAP managers, and the N.C. 911 Board staff. They have worked around-the-clock, many of them while facing their own challenges in the wake of the storm, to answer calls, ensure the network is operating smoothly and ultimately save lives.”

“We hope we never experience a storm like Helene ever again,” added Harris. “But if we do, we have confidence in knowing that the N.C. 911 Board’s investment in ESInet produced substantial benefits for North Carolina.”