Integrating N11 Numbers to PSAP

Bringing 211, 311, 711 and 988 into alignment with 911 strengthens the entire response ecosystem. With clear governance, shared data, and standards-based technology, agencies can:

Deliver faster, more appropriate assistance

Improve situational awareness across systems

Reduce call volumes on 911 lines

Support accessibility for all callers

The result is a more resilient, informed, and connected public safety network, ready to serve every caller with the care and coordination they deserve.

A caller dials an N11 code.

The receiving agency assesses urgency and service fit.

If a transfer is needed, the call is connected to the correct N11 number. Behavioral health crises flow to 988; life-safety emergencies remain with 911; municipal service requests go to 311; social service navigation goes to 211; and 711 ensures access across all of the above.

Warm or cold transfers occur using established criteria and scripts. Minimal necessary data is shared to support the hand off and follow-up.

Call routing and interoperability

• SIP and IP-enabled routing that supports 988, 211, 311, 711, and 911 with configurable transfer destinations and callback-safe rules.
• Policy-based routing to decide when to retain in PSAP versus warm transfer to 988 or 211, or redirect to 311.

Location and identity

• Use of device and network location for 911 and 988 when available, with confidence metadata carried into CAD records.
• Trusted caller ID frameworks to reduce callback risk during inter-agency transfers, including privacy controls for sensitive calls.

Data exchange patterns

• Standardized transfer payloads: callback number, incident summary, risk indicators, location confidence, and disposition.
• CAD-aware integrations for 911, case management for 988 and 211, CRM or service ticketing for 311, and accessibility flags for 711.

Event and case continuity

• A shared incident key to align PSAP CAD events with 988 encounters, 211 referrals, and 311 service tickets without overexposing personal data.
• Role-based access so each agency sees the minimum necessary information.

Performance instrumentation

• KPIs by service: 988 in-state answer rate and time to mobile activation; 311 service ticket time to close; 211 referral completion; 711 relay setup time; 911 diversion rates and repeat-caller reduction.

Privacy and auditability

• Logging and retention that meet state law and policy constraints. Audit trails for transfers and data disclosures across all N11 partners.

Residents expect simple access to the right help. Aligning 988, 211, 311, and 711 with 911 reduces unnecessary dispatch, shortens time to care, and improves outcomes for vulnerable populations. Agencies gain clearer performance data, predictable costs, and fewer repeat calls.

Strategy and governance

• Facilitate agency agreements, role clarity, and data sharing aligned to SAMHSA/Vibrant conventions and state policy.
• Draft or adapt 988 – 911 tool kits that set transfer criteria, warm‑hand off steps, and documentation requirements.

Technology and data

• PSAP⇄988 call transfer APIs and callback‑safe workflows that respect state privacy law and NENA practices.
• Capacity and placement navigator showing beds, walk‑in crisis, and mobile team availability.
• KPI dashboards mapped to Vibrant monthly fields, with audit trails suitable for appropriations reporting.

Project management

• Milestone‑driven plans, risk registers, and inter‑agency cadence to hold timelines and budgets.
• Vendor‑agnostic oversight from procurement through cut over and performance stabilization.

Financing volatility
Most states operate 988 on appropriations and grants. Where a dedicated fee exists, planning is more predictable. 911nurd structures performance based funding compacts and dashboards that withstand budget cycles.

Technology gaps
Caller identity, GPS enabled dispatch, and real‑time bed registries are common missing links. We deploy modular upgrades that connect PSAP CAD, 988 centers, and mobile crisis teams without disrupting your core operations.

Geography and workforce
Rural coverage, uneven mobile response, and staffing constraints can stall service quality. We use staffing calculators, queue simulations, and regional rollout plans to target the highest impact gaps.

Inclusion and specialty access
When national specialty queues change, states still need affirming supports. We help document inclusive training and, where needed, implement targeted, state supported pathways.

Phase 1: 0 – 6 months

• Stand up governance and data sharing across agencies, PSAPs, and 988 centers.
• Establish KPI baselines and publish a dated operational dashboard.

Phase 2: 6 – 18 months

• Enable GPS aware dispatch signal flows and caller ID enhancements that integrate with CAD, not replace it.
• Pilot a capacity registry in one urban and one rural region.

Phase 3: 18 – 36 months

• Tie funding tranches to ASA, in‑state answer rate, mobile response time, and follow‑up completion.
• Expand capacity registry statewide and integrate with mobile EHR and bed management where available.

Core KPIs we track

• In‑state answer rate, average speed to answer, abandonment rate
• Percent of contacts diverted from 911
• Mobile response activation time
• Time to stabilization placement
• Follow‑up completion within 72 hours

Integration patterns we implement

• PSAP to 988: Clear transfer criteria, scripts, and CAD linked payloads with callback-safe rules.
• PSAP to 211: Warm transfers for social services navigation after non emergency incidents and post crisis follow-up.
• PSAP to 311: API connections to submit service tickets for environmental or infrastructure issues discovered by responders, closing the loop without tying up 911.
• 711 accessibility: Ensure TTY, RTT, and IP relay compatibility across call handling and transfers, with agent prompts for accessibility flags.

• Answer performance stabilized under 30 seconds with high in‑state answer rates.
• Documented reduction in unnecessary 911 transfers through clear criteria and warm‑handoff steps.
• Faster placement decisions due to live capacity views across mobile crisis and stabilization facilities.

• Deep NG911 and PSAP integration experience with vendor‑agnostic execution.
• Proven public safety project management that protects operations while you modernize.
• Practical, secure data pipelines that improve outcomes without adding administrative burden.

Can you work within our existing vendor stack?
Yes. We integrate with common CAD, call handling, and 988 center platforms using standard APIs and contract safe data use.

What if our state lacks a 988 telecom fee?
We design multi year performance compacts and reporting so leaders can defend staffing and technology investments even under appropriations only models.

How do you handle privacy?
We align routing, logging, and dashboards to state privacy law, NENA practices, and SAMHSA/Vibrant policies. Sensitive data stays scoped to the minimum necessary.

Get started

Schedule a 988 readiness consult. We will review your governance, technology, and funding posture, then deliver a prioritized action plan with timelines, risks, and budget guidance.