Behind the Headset: Building a Modern 911 Center

Building or renovating a 911 center is one of the most consequential infrastructure projects an agency can undertake. The PSAP, the nerve center of public safety, when done poorly, can trap telecommunicators in dysfunctional environments that exacerbate burnout. When done well, it becomes a force multiplier — sustaining staff morale, extending infrastructure life, and enabling effective crisis response.

In El Paso, Texas, Executive Director Scott Calderwood stewarded a renovation that completely overhauled their facility, transforming the space into one of the country’s most sophisticated 911 centers.

In Anoka County, Minnesota, Director Kari Morrissey led the construction of an entirely new building, opened in April 2025, that joined El Paso in the world of state-of-the-art.

We spoke with both agencies to get their biggest takeaways on Building a Modern 911 Center. Download the free toolkit to see how they did it!