07/28/2026
It has been brought to our attention that a Facebook post was made regarding Presiding Commissioner Newkirk reporting that he attempted to call 911 and did not receive an answer. This is the first I have heard of this particular incident, and I take any report of a potential 911 issue very seriously.
Many people remember when 911 service was much simpler than it is today. In the 1990s, nearly all 911 calls came from traditional landline telephones. Those calls were delivered over analog telephone circuits by the local telephone company, with the caller's phone number (Automatic Number Identification, or ANI) and address (Automatic Location Identification, or ALI) sent directly to the 911 center.
Technology has changed significantly since then.
Through a Next Generation 911 grant, Pulaski County 911 transitioned from analog delivery to an Emergency Services IP Network (ESInet), becoming Next Generation compliant (allowing voice, photos, video, and text). Today, 911 calls are delivered digitally, allowing us to receive both the caller's phone number and location information through a much more advanced system.
With these advancements, however, comes greater complexity.
Voice over Internet Protocol (VoIP) phones operate over the internet rather than traditional telephone lines. If a VoIP phone is moved to a new location and the service provider is not notified, a 911 call may be routed to the 911 center associated with the phone's previously registered address rather than the caller's current location.
Wireless (cellular) phones operate differently as well. Cell phone calls are routed through the ESInet, but the 911 center that receives the call is determined by the cellular tower and antenna sector handling the call. Those routing decisions are programmed by the wireless carrier or the company operating the network—not by the local 911 center.
For example, the cellular tower near Highway J sits close to the edge of our county. If a 911 call connects to the west-facing antenna sector, it is routed to Phelps County. If it connects to the east-facing sector, it is routed to Pulaski County. The same concept applies to the Highway 133 tower, where calls from one side may instead be routed to Laclede County. These routing decisions are made entirely by the wireless providers.
The same technology applies to other wireless-connected emergency systems, including OnStar, automatic crash notification systems, and similar emergency call services.
Whenever a concern is brought to our attention, we have several methods available to investigate it. Through our providers, we can determine whether a phone number ever reached a 911 agency switch. Our 911 call-taking equipment records the phone number and location information received, allowing us to review the raw data delivered with the call. We can also review our audio recording system, which begins recording the moment a 911 call enters our center—even before it is answered. In addition, we review our Computer-Aided Dispatch (CAD) system and RapidSOS data to verify whether a call was received.
In this particular case, I personally reviewed our records, and our vendors also reviewed the available data. Based on everything currently available, there was no 911 call from the reported phone number delivered to Pulaski County 911 on the reported date and approximate time.
Our review showed the following activity during that timeframe:
• Four 911 calls were received (all phone numbers verified), beginning at 3:31:41 p.m., with the last call received at 3:39:00 p.m.
• One 911 call was received from a Toyota Telematics Call Center operator.
• Four automatic crash notification calls were received that repeatedly disconnected and reconnected.
• Rolla Central contacted our center to confirm a motor vehicle accident with injuries at the eastbound 154-mile marker.
• Dispatch notifications were made to two fire units, one EMS unit, and two law enforcement agencies. Ultimately, three law enforcement units, two EMS units, and three fire units responded.
To be thorough, I also opened a ticket with our ESInet provider so they could independently review their systems. Their findings also indicate there was no call from the reported phone number that entered the ESInet network during the reported timeframe.
Based on all available information, there is currently no evidence that the reported call entered the 911 system. As a result, there is nothing within Pulaski County 911's systems that can be identified as having failed or requiring repair.
However, the investigation has not stopped there.
I have forwarded the reported incident to Intrado, which has additional resources and can work directly with telecommunications providers to conduct a more in-depth investigation into what may have occurred before the call reached the 911 network.
I have also contacted Presiding Commissioner Newkirk to obtain the exact date and time the call was placed so that information can be included in the investigation.
Pulaski County 911 has invested heavily in redundancy to help ensure emergency calls are answered, even if equipment fails or call volumes become unusually high. If our primary 911 call-taking equipment experiences a failure, backup systems are available to continue answering emergency calls. Additionally, if a 911 line rings more than three times without being answered, the call is automatically forwarded to Phelps County for answering. Phelps County has the same mutual backup arrangement with us. That partnership proved invaluable during the devastating tornado response in Phelps County last year.
Today's 911 system is far more capable than it was decades ago, but it is also much more dependent on multiple technologies and outside providers. While many factors can affect how a call is routed before it ever reaches a 911 center, we remain committed to thoroughly investigating every reported issue and working with our partners to provide the most reliable emergency communications possible for the citizens we serve.
As Director, I encourage anyone who believes they experienced a problem reaching 911 to contact me directly. I want the opportunity to investigate every concern because nothing is more important than ensuring the public can reach us when they need emergency assistance.
Michelle Graves, Director
Pulaski County NG911
