In this episode of The Safety Gap, Cassidy Shield and Karin Marquez interview Laurie Flaherty, a well-regarded leader and pioneer in the 911 emergency services sector. Laurie shares her unique journey, beginning as an emergency nurse for 25 years before unexpectedly stepping into the world of 911 at the federal level. She details how, with little initial experience, she had to learn from the ground up, relying on the community to guide her. Laurie eventually became a pivotal convener, helping shape the nation’s first major steps toward modernizing 911, including leading efforts to build and test the prototype for Next Generation 911 (NG911).

The conversation delves into the systemic challenges and progress within the US 911 infrastructure. Laurie, Cassidy, and Karin discuss the “patchwork” reality of 911 service across the country, highlighting persistent disparities due to uneven funding and the absence of standardization. Laurie explains the significance of NG911, not just in receiving multimedia data, but in interconnecting call centers to ensure resilience during disasters. The group underscores the urgent need for federal investment and consensus around standards, while also stressing the importance of making lawmakers aware of the on-the-ground realities faced by 911 professionals. They suggest inviting policymakers to visit call centers for firsthand experience.

The episode wraps up with reflections on the evolution of the 911 profession and strategies for ongoing improvement. Laurie emphasizes the need for updated job descriptions, continued advocacy for proper classification of telecommunicators, and leveraging industry associations for professional growth and support. Vendors and technology partners are encouraged to share impactful stories and useful data to aid advocacy and legislative efforts. Laurie also shares her current approach to life post-retirement, seeking work that is both fun and impactful, and encourages the next generation to actively engage in the community for their own development as well as the betterment of emergency communications as a whole.