NG911 Is Changing 911 Dispatch — What That Could Mean for the CritiCall Test (and How to Prepare)
Updated: Feb 22, 2026 | Estimated reading time: 6 minutes
If you’re thinking about taking the CritiCall or a similar emergency dispatcher exam, it's likely you've heard the term Next Generation 911 (NG911). Talk of it is spreading through the emergency communications community in recent years.
As of February 2026, states like Virginia, Massachusetts, and Washington are already completing their networks, and Congress is discussing billions of dollars in funding to support more states and jurisdictions in making the transition.
But what does it all mean for you, the prospective dispatcher?
In this article, we will explain NG911 in simple terms and review how its full deployment, planned for the early 2030s, is likely to change emergency dispatchers’ work and the 911 recruitment process.
What NG911 Actually Is
Simply put, Next Generation 911 is a completely new infrastructure for emergency communications set to replace existing systems, many of which are decades old. The plan has been in place for some time, with different states creating their own implementation schedules.
From a technological standpoint, the most significant aspect of the new system is that it will be IP-native. That is, it will rely on the internet rather than old-school phone lines to deliver information.
As stated above, NG911 deployment varies significantly by state. Virginia, Massachusetts, and Washington are among the leaders with near-complete statewide networks. Most states, however, are in earlier stages. In fact, some jurisdictions may not transition until the late 2020s or early 2030s.
The timeline in your area depends on state funding, infrastructure readiness, and local priorities. To find out where your state stands, check the National 911 Program's NG911 deployment tracker.
What Are the Benefits of an Internet-Based System?
Voice calls over the internet already exist. You may have used them if you've ever made or received a call via FaceTime or a similar app. So what's unique about these new networks?
The NG911 infrastructure will allow dispatchers to use more than just voice over the internet. An IP-native network, once deployed, will eventually be capable of:
- Sending real-time images and videos from the distressed caller to the dispatcher for additional context and information.
- Texting directly with 911- useful for callers with speech impediments or those in a delicate or dangerous situation where talking is not an option.
- Real-time location sharing using the phone’s GPS, allowing you to send responders to callers’ exact location without the need for lengthy questioning about where they are.
- Media, texts, and locations will be shareable not only between dispatchers and callers but also with field responders, non-police agencies, and neighboring jurisdictions to streamline and optimize emergency response to a given situation.
Another unique feature of NG911 is security and safety: Rather than using the open internet, NG911 will use specialized, secure networks called “Emergency Services IP Networks” (ESInets). This will make communication safer and more reliable.
NG911 vs Text-to-911
You may have already seen signs and billboards prompting you to “call or text 911”. Whether or not you've actually ever used the texting option or even given it much thought, texting emergency call centers is already a technology available to many Americans.
However, current text-to-911 technology is more of an interim solution, tacked onto old, "legacy" telecommunications systems as a sort of "duct tape" fix. Despite being good enough to allow texting, it is still slower, less secure, and unable to handle multimedia files sent over text.
NG911 networks will be created for texting, not adjusted to accommodate it. Calling will still be the primary option, of course, but texting will be smoother and faster overall, especially with multimedia files.
So now that we understand what NG911 is and why it’s happening, let’s discuss the effect it will have on day-to-day dispatcher work and on the 911 hiring process.
How Is NG911 Going to Affect the Day-to-Day of Real 911 Dispatchers?
Although the government has already approved and passed bills aimed at moving the country toward full NG911 deployment, dispatcher well-being has been a serious concern and remains one of the most discussed potential risks of the new system.
911 Dispatchers already have one of the nation’s most crucial yet taxing jobs. They are regularly required to be exposed to the worst events happening in their communities, becoming engrossed in violent, disturbing, or even gruesome ongoing events.
Lawmakers and police personnel pushing for NG911 upgrades fear that the new tools, despite making the job easier in some ways, may expose dispatchers to even more visceral content, such as images and videos. In addition, creating new communication channels may increase the cognitive load on 911 telecommunicators.
So, What Is Being Done to Address These Concerns?
Lately, even before NG911 legislation, police call centers have become more aware of how job stress can affect employees. Recent years have seen more awareness and active discussion about implementing Employee Assistance Programs (EAPs) and peer support programs.
These are voluntary, safe, and confidential options to receive both professional and group help on the job. You can read more about these here and here.
Additionally, emergency call centers beginning the transition to NG911 are being advised by federal agencies and police higher-ups to allow a slow learning curve and to include dispatchers in the decision-making process.
TIP:
If you are currently going through the hiring process to become a 911 dispatcher, ask your recruiters about your ECC's NG911 timeline. If your ECC is beginning or about to begin the transition, inquire what steps are being taken to integrate dispatchers in the process and ease the learning curve. Ask how you can be involved – this shows initiative.
Will NG911 Affect the CritiCall Test or Other Aspects of the Recruitment Process?
Though the transition is designed to happen as smoothly and seamlessly as possible on the civilians’ side, dispatchers are likely to see major changes to their work in the coming years:
- More media streams mean more cognitive load. Future dispatchers will need to handle live streaming videos from both callers’ devices and responders’ carry-on cameras, information from sensors, and live GPS tracking.
- Future dispatchers may need a basic understanding of cybersecurity.
How will this be reflected in the CritiCall?
Reminder: What Is the CritiCall Exam?
The CritiCall is a unique assessment created and distributed by Biddle Consulting Group. The aim of the assessment is to assess the cognitive abilities required for the dispatcher job.
The test is divided into modules like call summarization, data entry, speed typing, and others. Each agency can decide which modules to use for its version of the CritiCall.
What Does a Future, NG911-Oriented CritiCall Look Like?
At present, Biddle has not announced major NG911-specific changes to the CritiCall assessment. However, this may change as adoption increases.
You can follow Biddle’s official CritiCall website for live updates.
For the time being, agencies are being instructed to identify new skillsets for the hiring process, focusing on candidates’ ability to process multimedia sessions and manage automated data.
Until enough information is available to change the test itself, we can assume the difference lies not in the questions themselves but in which CritiCall modules agencies choose to hire dispatchers for.
Right now, the most common CritiCall modules are call summarization, decision making, data entry, and typing.
In the future, it is likely we will see a rise in the importance of:
- Map reading – NG911 often requires dispatchers to follow a live location stream, a skill that requires good spatial orientation and reasoning.
- Multitasking – the Data Entry module on CritiCall includes a multitasking sidequest, as seen in some practice simulations (e.g., JobTestPrep’s), though not all. This will matter more as NG911 becomes the standard.
- Cross-Referencing – The module is perfect for measuring your ability to switch between different sources and integrate information from each.
- Memory tasks – switching between sources requires good working memory.
Click here to read more about the different modules on the CritiCall test.
Should You Worry About NG911 If You're Taking the CritiCall Soon?
The short answer: probably not yet. If you're taking the CritiCall in the next 1-2 years, your test will likely focus on traditional dispatcher skills. Here's why:
- Most emergency call centers are still using legacy systems or are in early transition phases
- The CritiCall test changes slowly and only after widespread industry adoption
- Even after NG911 launches in your area, agencies typically maintain a learning period before adjusting hiring standards
However, it doesn't hurt to strengthen skills that will matter more in the NG911 era—map reading, multitasking, and cross-referencing. These abilities are already valuable for dispatchers and will only become more important.
How to Prepare Now: NG911-Ready CritiCall Prep Plan
At JobTestPrep, we follow advances in dispatcher technology closely to ensure our prep package lives up to its name and remains relevant and useful.
The course features all CritiCall modules, so you can try each one and focus on the ones you find you can make the most progress on.
It also features complete score reports, explanations, and tutorials.
Frequently Asked Questions
Since NG911's national deployment is still in its early stages, structural changes to the assessment probably won't occur for years.
However, since agencies can customize their CritiCall test, it's likely that ECCs currently undergoing an NG911 upgrade will place greater emphasis on modules relevant to an NG911 work environment. These will likely include map reading, multitasking, cross-referencing, and memory.
No. Current text-to-911 is more like a temporary fix.
When you send a text to 911, it doesn't go directly to the 911 call center. SMS text messages are routed through a text control center that processes only text messages.
While this allows those with speech impediments or callers whose emergency makes speaking impossible to talk to a dispatcher via text. However, the solution is slower, doesn't enable live location tracking, and doesnt; allow sending multimedia files like images and videos.
The CritiCall doesn't feature any direct simulation of chat-based communication, at least not yet.
However, the core skills needed to operate such a scenario are still there, in various modules. For example: speed-typing, call summarization, and verbal comprehension.
Geographic Information Systems (GIS) are support systems used by 911 dispatchers.
Don't worry, though; GIS skills are taught during the training. You do not need to understand how they work to take the CritiCall.
Candidates are typically asked to schedule their own CritiCall exams. Agencies vary in the amount of prep time you can give yourself. It can be anywhere between days and weeks.
Ideally, you should give yourself as much time as possible. This way, if you find any weak spots or modules you are not yet comfortable with, you can allocate the right amount of practice time to perfecting that specific skill.
However, most candidates recommend 1-4 weeks of practice in advance.
May, CritiCall Test Developer
Start Practicing Today!
