Summary

Why are language barriers a growing concern for emergency responders?
Population growth and rising linguistic diversity mean more residents speak limited English, increasing the challenge for first responders to understand and assist callers quickly.

How are emergency dispatchers overcoming these communication challenges?
Dispatch centers are using on-demand professional interpreters, enabling real-time communication in hundreds of languages without relying on translation apps or family members.

What benefits come from using professional 911 interpreting services?
Accurate interpretation improves response times, prevents misunderstandings, and builds trust, ensuring every caller can reach help confidently regardless of their language.

Firefighters Navigate Language Barriers When Responding to Emergency Calls

It is just past midnight in Houston County, Georgia. A storm has been moving through the area for hours when a 911 call comes in. The dispatcher answers immediately. On the other end, the caller is panicked but cannot speak English.

In earlier years, that call might have stalled. But not anymore.

The dispatcher connects with a professional 911 interpreter within seconds. The interpreter relays the conversation in real time. The caller is heard, understood, and helped.

“There's a very big Spanish community here, and we really want to make sure that they know they can call 911 and get help,” said Lieutenant Veronica Edens of the Houston County Fire Department.

Challenge: Translation Apps Fell Short as Population Grew

Houston County has seen rapid population growth in recent years. From 140,414 residents in 2010, the number rose to more than 176,000 by 2023. Its growth rate exceeds both the Georgia state average and the national average.

With that growth came increasing diversity. The Hispanic population, in particular, has grown significantly. Over the last five years, the number of non-English speakers in the county has increased by 23 percent, according to the U.S. Census.

While English remains the primary language, many residents now speak Spanish or other languages at home. The school system has expanded its ESOL programs to support students who are not yet proficient in English.

The shift was also felt by emergency responders.

“If any kind of issue happens, typically they have their children speak for them and interpret for them, but it's better just to have us and that person talking through a professional interpreter,” Edens said.

Solution: On-Demand Interpreting Built for 911

To address this growing need, Houston County 911 implemented LanguageLine’s on-demand interpreting service. This solution gives dispatchers access to live, professional interpreters 24 hours a day in more than 240 languages.

“We just call them and ask them to interpret for us,” Edens said. “We talk to the interpreter like we're actually talking to the person that's calling, so they interpret exactly what we say and exactly what the non-English speaker says.”

The system is simple and effective. Callers do not need to dial a separate number. They call 911, identify their language, and the dispatcher connects to LanguageLine for an interpreter.

The service is built specifically for emergency communication. It is secure, fast, and dependable.

When available, Houston County also uses bilingual and multilingual officers in the field.

“Some of our officers are bilingual, multilingual so when we can we dispatch those units that we know are fit for the calls,” said dispatcher Skylar Knighton.

Outcome: Faster Response and More Inclusive Public Safety

The implementation of LanguageLine has changed how Houston County approaches 911 interpretation.

What was once handled through improvised methods or unreliable apps is now managed through a purpose-built system. The result is better response times, fewer misunderstandings, and a stronger connection between emergency services and the community.

Residents who speak limited or no English can now call 911 with confidence, knowing they will be understood and helped.

Dispatchers and officers can do their jobs more effectively and without hesitation, backed by real-time access to trained interpreters.

Let’s Talk Solutions

LanguageLine is proud to partner with public safety agencies across the country to make 911 interpretation fast, accurate, and equitable.

If your emergency communications center is facing language access challenges, our public safety interpreting solutions are ready to help.

Contact us today to schedule a free consultation.