“We are grateful to Reps. Cammack and Torres for their continued leadership on this issue.  We look forward to the day when we can celebrate the passage of this important legislation.”

We’re grateful to our sponsors, speakers, exhibitors, volunteers—and especially to all the attendees who took time out of their busy lives to be with us in Columbus. You’re what makes the NENA community so special.

Thank you to everyone who helped us raise more than $90,000 for the newly-launched Brian Fontes Center for Excellence, including our donation-match partner, RapidSOS! You can help us provide even more vital training opportunities to members of our 9-1-1 family by donating here or by texting NENA to 91999.

Head over to the NENA Facebook page for pictures from the conference – with more being added!

Join us in congratulating our new Board of Directors President, Roxy Van Gundy, ENP, and watch an update from our CEO, John Provenzano.

See videos that celebrate our award winners (Chapter Challenge | Presidential | Hall of Fame | Voice of 9-1-1); recognize our scholarship recipients (Gold Line | McMurray | Women in 9-1-1 | ENP) and acknowledge our newest Partner in Education Recognition (PIER) program certificate recipients.

The conference wasn’t just about great sessions and networking. We also unveiled several exciting new initiatives. Learn more about the NENA Action Council, the Excellence in Leadership Certificate, NENA’s new Strategic Plan, and our new online store on our redesigned nena.org homepage.

And don’t forget: Plan now to join us in Nashville, TN for #NENA2027!

Roxy Van Gundy, ENP, Director of the Lyon County (KS) Emergency Communications Center, has been sworn in as the new President of NENA: The 9-1-1 Association. A veteran emergency communications professional with more than two decades of experience, Van Gundy will guide NENA’s efforts to advance emergency communications through research, standards development, training, education, outreach, and advocacy on behalf of the Association’s more than 26,000 members.

In her address to attendees at the NENA 2026 Conference & Expo in Columbus, Ohio, on July 1, Van Gundy outlined a vision centered on connection, belonging, and ensuring every 9-1-1 professional feels supported at every stage of their career.

“No one in this profession should ever feel like they don’t have a place.”

Drawing on her own career and the experiences of colleagues, Van Gundy reflected on the emotional demands of 9-1-1, particularly in smaller communities, and emphasized that meaningful connection and support are essential to helping professionals navigate those challenges together.

“We have to get better at talking with each other. Really talking. Sharing our stories. Being honest when things are hard.”

Van Gundy said one of her top priorities during the coming year will be visiting 9-1-1 centers, listening to members’ experiences, and ensuring the Association remains responsive to member needs.

"I want to connect with you, not talk at you.”

She also encouraged members to help others find their place in NENA by inviting colleagues to become involved through committees, working groups, training, and member communities, creating more opportunities to find purpose and place.

“Sometimes all it takes is one person saying, ‘Hey, come join us.’ That’s how this grows.”

Closing her remarks, Van Gundy encouraged attendees to carry the relationships they built during the conference back to their home agencies.

“NENA is not just this conference. It’s the relationships you build. The people you can reach out to. The support you have when the job gets heavy.”

Also sworn in on July 1 were seven other members of NENA’s 2026–2027 Board of Directors:

• 1st Vice President: Cassie Lowery, ENP, of Tennessee  
  
• 2nd Vice President: Darlene Pankonie, ENP, of Minnesota
  
• Immediate Past President: Lee Ann Magoski, ENP, of California 
  
• Northeastern Director: Jason Lezcano, ENP, of New Jersey 
  
• Southeastern Director: Raymond Pheris, ENP, of Texas
  
• North Central Director: Leah Hornacek, ENP, of Michigan 
  
• Private Sector Director: Jen Poole, ENP, of Florida 

Two additional Board Members will take the oath of office in the coming weeks:

• Western Director: Andrea King, ENP, of Nevada 
  
• Canadian Director: Holly Barkwell, ENP, of Ontario 
  

Building on the success of NENA’s Excellence in Dispatch Certificate, the Excellence in Leadership Certificate provides a structured pathway for emerging leaders, trainers, supervisors, managers, and directors to develop the knowledge and competencies needed to lead today’s 9-1-1 centers.

Participants earn the certificate by completing two structured sections within a three-year period. The Core Leadership Foundation section includes one of NENA’s comprehensive leadership programs — the Center Manager Certification Program (CMCP), 9-1-1 Center Supervisor Program, or Center Training Officer (CTO) Program.  The Leadership Development and Specialization section includes NENA’s Leadership in the 9-1-1 Center course along with two additional electives focused on key areas of leadership and organizational effectiveness.

The Excellence in Leadership Certificate reflects NENA’s ongoing commitment to investing in both current and emerging leaders. It empowers 9-1-1 professionals to strengthen their skills, advance their careers, and better support their teams.

Learn more about the Excellence in Leadership Certificate program here.

For more than four decades, NENA has been the leading voice for the 9-1-1 community—advancing technology, setting standards, and championing the needs of emergency communications professionals. As the policy landscape surrounding occupational reclassification and Next Generation 9-1-1 continues to evolve, so too must our ability to advocate on your behalf.

We are excited to announce an important development in NENA’s advocacy strategy: the creation of the NENA Action Council, a separate organization designed to amplify our collective voice and influence in public policy. The council was formally launched at the NENA 2026 Conference & Expo with its first-ever member reception.

While NENA will continue its core work in education, standards development, and industry leadership, the NENA Action Council will enable more direct and effective advocacy activities, including: 

• Direct advocacy with Congress, federal agencies, and other policymakers
  
• Building coalitions around public safety priorities
• Supporting political candidates who champion 9-1-1 and first responders. 

In addition to direct advocacy, the NENA Action Council will serve as a vital resource for education and engagement. In partnership with NENA, it will:

• Host advocacy-focused events, including at NENA’s Annual Conference and 9-1-1 Goes to Washington
  
• Support grassroots and grasstops advocacy efforts 
  
• Recognize and celebrate champions of the 9-1-1 system

These activities will help build a stronger, more unified voice for our community.

What This Means for You
Membership in the Action Council is separate from NENA membership, and I encourage you to join for just $10 per year. As a member, you will not only support the Council's activities, but also stay informed on the latest policy developments and Council events.

We believe this is a critical step toward ensuring that the 9-1-1 community remains at the forefront of public safety policy. 

Thank you for your continued commitment to NENA and to the future of 9-1-1.

The Center will provide professional development scholarships and career-building opportunities that support the entire PSAP — from those under the headset to those who lead the agency. By expanding access to training and leadership pathways, the Center will help ensure that PSAPs nationwide are equipped with skilled, prepared, and forward-thinking professionals at every level.

Click here to learn more.

We recognize that the environment in which our members operate continues to evolve, driven by advancing technology, workforce challenges, and increasing demands on the system. The professionals who answer the call every day carry a responsibility that is both critical and deeply human. Their work, and the communities they serve, remain at the forefront of every decision we make.

Together we are shaping the future of 9-1-1, and the direction outlined in this plan reflects where we believe NENA can have the greatest impact. By strengthening the organization, advancing the profession, and championing 9-1-1 through advocacy and engagement we continue raising the bar.

Together we will continue to listen to our members, adapt to emerging challenges, and remain accountable for turning this strategy into meaningful progress. This is a responsibility we take seriously and are proud to carry out on behalf of the 9-1-1 community.

Together we stand with those under the headset and are committed to supporting them and the public who depend on them every day.

Strategic Pillars Overview
NENA’s Board of Directors has identified three strategic pillars that will guide the association’s work through 2028. These pillars reflect where NENA can make the greatest impact: strengthening the organization, advancing the profession, and championing 9-1-1 through advocacy and engagement.

Each pillar is supported by a set of goals that define the outcomes NENA seeks to achieve, providing a clear and focused framework for the association’s work in the years ahead.

Click here to download the NENA 2026-2028 Strategic Plan.

Browse a growing selection of official NENA merchandise, including apparel, drinkware, gifts, accessories, and more. Whether you’re looking for something for yourself, your team, or the 9-1-1 professional in your life, you’ll find quality items that celebrate our community and support the Association.

Click here to visit the NENA Store.

• Standard for Communications Center/PSAP Daily Personnel Operations, NENA-STA-014.2-2025, Revision.
• Public Safety Communications & Railroad Interaction Standard Operating Procedures, NENA-STA-013.3-2025, Revision.
• Virtual PSAP Management Standard, NENA-STA-046.3-2025, New Standard.
• Standard for the Non-Conventional Means of Communicating with E9-1-1, NENA-STA-030.1-2025, New Standard.
• Transition to i3 PSAP Standard, NENA-STA-049.1-2025, New Standard.
• E9-1-1 PSAP Equipment Standards, NENA-STA-027.3.1-2025, Revision.
• PSAP Master Clock Standard, NENA-STA-026.5-2026, Reaffirmation.
• Standard for NG9-1-1 GIS Data Model, NENA-STA-006.3-2026, Revision.

If you haven’t had a chance to review the documents yet, we encourage you to take a moment to look them over. Please reach out to the Committee Resource Management (CRM) team with any questions.

The newly revised guidelines elevate the recommendations regarding minimum training and address changes in the 9-1-1 industry. The updated guidelines were developed by a multi-agency working group that collaborated over the last three years to provide a consistent baseline for telecommunicator training across the United States. 

The minimum training framework outlines several core categories, including Roles and Responsibilities, Legal Concepts, Interpersonal Communications, Emergency Communications Technology, Call Processing, Emergency Management, Radio Communication, Stress Management, Quality Assurance, and On-The-Job Training.

Although the training is not federally mandated, it is collaboratively developed by subject matter experts and serves as a foundation for professional development. The National Highway Traffic Safety Administration (NHTSA) National 911 Program convened the appropriate stakeholders to provide a forum for discussion. National, regional, and state 9-1-1 organizations and agencies were involved in creating the guidelines, contributing diverse voices and perspectives. This revised guideline reflects the participants’ expertise and is supported by all participating entities.

For more details, visit nena.org/trainingguidelines. 

Over the past several months, NENA has worked closely with CTIA and the three major nationwide wireless carriers (AT&T, T-Mobile, and Verizon) to secure an interim fix that will allow telecommunicators to receive the full international telephone number when a 9‑1‑1 call is placed from an international device.

For non‑NANP countries, these calls are delivered to 9‑1‑1 as non‑service‑initialized (NSI) calls, and the telephone number does not appear in ANI, as it does for domestic and NANP-conformant countries. To address this, we collaborated with CTIA, which helped bring the carriers together to agree on using the Customer Name (NAM) field to display the full E.164 international telephone number. This will appear in your call handling software under the Customer Name/NAM field as “CBN+number” including the country code of the caller. This is an interim solution until PSAPs deploy Phase 2 NG9‑1‑1. Typically, the wireless carrier’s name appears in that field.

The carriers have invested significant effort over the last six months to implement this change. AT&T and Verizon began deployment this week, and T‑Mobile will begin within the next two weeks. Broad availability is expected by June, just in time for the FIFA World Cup.

Thank you to CTIA, AT&T, T-Mobile, and Verizon for working with us on this critical public safety issue!

Download the revised International Wireless Calls to 9-1-1 paper here.

A new international calling fact sheet is available here.

Key Updates & New Insights

• Carrier Change: International Callback Number Delivery (NEW)
  • Nationwide U.S. wireless carriers (AT&T, Verizon, T-Mobile) are deploying a near-term solution:
    • The full international callback number (E.164) will appear in the NAM (Name) field in ALI.
  • Timeline:
    • AT&T and Verizon: began deploying the week of May 11, 2026
    • T-Mobile: within a few weeks after
    • Broad availability expected by June 2026

Operational Impact

• PSTs must shift workflow:
  • International calls may be delivered to 9-1-1 as NSI
  • Do not rely on ANI for the international 9-1-1 call callback number
  • Check the NAM field in ALI for the full international telephone number. It will present as “CBN + callback number.”
• This is a significant interim improvement, but it only works if valid roaming agreements exist between the roamer’s carrier and the U.S. wireless carrier.

Clarified Reality: Text-to-9-1-1 Will Not Work for International Devices

• Text-to-9-1-1 was not designed to work with international SIMs.
• Voice must be treated as the only reliable communication method for international callers.
• Public messaging must clearly state:
  • “Do not text 9-1-1 from an international phone.”

New Public Safety Recommendation for Visitors

• Added guidance:
  • Visitors should connect to a U.S. network immediately upon arrival, even if they turn off roaming later, to prepare their phones for a potential future emergency.
• Why does this matter?
  • Reduces:
    • Call setup delays
    • Initial call failures
  • Improves the likelihood of successful emergency call routing.

The standard will include background and education on TPSP and ECC roles and responsibilities in the public safety ecosystem.

The Working Group approved CHARTER can be found here for a more detailed overview of this work effort.

A variety of expertise is sought from the public safety, 9-1-1, and third-party service provider communities to include those with experience in both 9-1-1 and TPSP operations, training, technology, and related areas.  

As a voting member, one is expected to participate actively in the working group's efforts and to vote, when needed, to support the document's progress.

The Working Group is scheduled to meet every Thursday from 14:00-15:00 ET, with the first working group meeting expected to start on May 28, 2026. If you are interested in supporting the efforts, please click HERE to join the PSAP Operations Third Party Service Provider Working Group.

“Today’s NTIA study reinforces what NENA has long emphasized: transitioning to Next Generation 9-1-1 will require a sustained, multi-year, multi-billion-dollar investment,” said NENA CEO, John Provenzano. “NENA calls on lawmakers to prioritize this critical public-safety investment during this Congress to ensure Americans can reliably reach 9-1-1 through voice, text, video, and data when they need help. The time to act is now.”

Full NG9-1-1 replaces outdated, siloed analog infrastructure with an interoperable digital network that protects against cyber threats, ensures redundancy during disasters, and enables data-rich connections between the public, 9-1-1 professionals, and field responders.

Today, NENA: The 9-1-1 Association announced that Darlene Pankonie, ENP of the Washington County (MN) Sheriff’s Office, Raymond Pheris, ENP of the Brazos County (TX) 9-1-1 District, Andrea King, ENP of Carbyne, and Jennifer Poole, ENP of INdigital have been elected by the organization’s members to serve on the Board of Directors and help lead the association’s mission to improve 9-1-1 through standards development, training, thought leadership, outreach, and advocacy.

Pankonie, who will ascend to 1st Vice President in 2027 and then President in 2028, is the Emergency Communications Response Center (ECRC) Manager at Washington County, where she leads a consolidated 9-1-1 center supporting multiple law enforcement, fire, and EMS agencies. With more than 30 years of experience in emergency communications, she has served in roles ranging from telecommunicator to executive leadership.

Pankonie has been actively involved in NENA and APCO at both the state and national levels for many years. She also served on the NG9-1-1 Interoperability Oversight Commission (NIOC) Board, contributing to national efforts focused on NG9-1-1 interoperability and system advancement. A strong advocate for workforce sustainability and legislative initiatives supporting recognition and retirement equity for telecommunicators, she is committed to advancing the profession through leadership development, data-informed decision-making, and a focus on wellness and retention.

Pheris, who will represent NENA members from the Southeastern Region, brings more than 25 years of experience and currently serves as the Training & QA Manager at Brazos County. He is a past President of Texas NENA and an active contributor at both the state and national levels, serving on various NENA and APCO committees. He is also deeply involved in planning the Texas Public Safety Conference.

King, who will represent NENA members from the Western Region, currently serves as the Director of Public Safety at Carbyne. Prior to that, she spent 13 years in the PSAP at the Las Vegas (NV) Metropolitan Police Department. She is actively involved in the 9-1-1 community both locally and nationally, championing initiatives that strengthen the profession and previously serving as co-chair of NENA’s DEI Special Committee.

Poole, a Regional Account Manager at INdigital, will represent NENA’s private-sector members. She has spent more than two decades supporting the 9-1-1 community, starting her career with the Seminole County (FL) Fire Department, where she spent 14 years working her way up from 911 Communications Operator to Supervisor. Poole is also a frequent speaker and a strong advocate for the people behind 9-1-1.

Pankonie, Pheris, King, Poole, and six other Board of Directors members will be sworn in this July at the NENA 2026 Conference & Expo in Columbus, OH: President, Roxanne Van Gundy, ENP; 1st Vice President, Cassie Lowery, ENP; Immediate Past President, Lee Ann Magoski, ENP; Northeastern Director, Jason Lezcano, ENP; North Central Director, Leah Hornacek, ENP; and Canadian Director, Holly Barkwell, ENP.

Help NENA recognize the vital work of 9-1-1 professionals during National Public Safety Telecommunicators Week!

Building on last year's success, we're thrilled to once again feature our 9-1-1 Hero Spotlight Program, proudly sponsored by Motorola Solutions!

Join your NENA peers in creating a short, one-minute video answering one of these questions:

• What do you love most about being a 9-1-1 telecommunicator? 
• What words of encouragement do you have for your fellow 9-1-1 telecommunicators?

Videos will be shared by NENA during National Public Safety Telecommunicators Week (April 12 to 18) and throughout the year to honor and celebrate the vital work of 9-1-1 telecommunicators—our FIRST first responders. 

Thank you for taking a moment to share a short video. Simply click here to record and submit yours today!

The paper:

• Describes the typical behavior of international roaming devices when calling or texting 9-1-1 in the U.S. today.
  
• Highlights the operational impact on PSAPs/ECCs.
  
• Provides practical, vendor-neutral recommendations for PSAPs/ECCs to mitigate risk—especially ahead of large-scale events.
  
• Clarifies how ongoing NENA work with wireless carriers, network providers, device and supplemental data vendors, and standards bodies fits into this picture—and why PSAPs cannot wait for long-term fixes.

The bill, S. 4062, sponsored by Sens. Amy Klobuchar (D-MN), Tedd Budd (R-NC), and Catherine Cortez Masto (D-NV), would create a federal grant program to help state and local governments modernize their 9-1-1 systems to the NENA “i3” Next Generation 9-1-1 (NG9-1-1) standard. Full NG9-1-1 replaces outdated, siloed analog infrastructure with an interoperable digital network that protects against cyber threats, ensures redundancy during disasters, and enables data-rich connections between the public, 9-1-1, and field responders.

“We thank the senators for their leadership on this legislation, which is essential and long overdue,” said John Provenzano, CEO of  NENA: The 9-1-1 Association. “Every delay in meaningful federal funding for 9-1-1 leaves local governments struggling to do two difficult things at once: maintain aging, legacy 9-1-1 systems and make progress toward 21st-century, lifesaving NG9-1-1.”

Provenzano added, “We call on Congressional leaders to act quickly on this legislation and to provide initial funding to ensure that every community has digital, interoperable 9-1-1 infrastructure—covering everyone from citizens in crisis, to the first first responders in 9-1-1 centers, to police, fire, and emergency medical responders in the field. The standards and technology are in place, along with bipartisan political support. The time is right to get this done.”

A House companion measure, the Next Generation 9-1-1 Act (H.R. 6505), is sponsored by U.S. Rep. Richard Hudson (R-NC), chairman of the House Subcommittee on Communications and Technology, along with Rep. Troy Carter (D-LA) and three other members of the House.  

America’s 9-1-1 system handles an estimated 240 million calls per year and is under intensifying strains, from rising call volumes and outdated technology to workforce shortages and cyber threats. 

Just last month, NENA brought more than 400 state and local emergency communications leaders to Washington, DC for 9-1-1 Goes to Washington (#NENAGTW), where they urged practical policy solutions in meetings with Congress and federal agencies.   

The NENA Public Information Network (PIN) will provide a simple forum to share best practices, discuss current messaging challenges, and collaborate on resources that help strengthen public understanding of 9-1-1.

We will meet on the first Tuesday of every other month, so please mark your calendars now for March 3, May 5, July 7, September 8, and November 3 at 1PM Eastern / 10AM Pacific.

Participation is open to all NENA members with responsibilities related to public information, communications, or public education. We hope you will join us and help shape this new member community!

Click here to sign up!