History

Today | Continuing the Mission

Today, the Sussex County Division of Emergency Communications carries forward a history that spans more than five decades of emergency communications in Sussex County. From Delaware’s first 9-1-1 call in Seaford to today’s advanced call-taking, dispatch, mapping, radio, and Next Generation 9-1-1 technologies, the way we communicate has changed dramatically—but the purpose remains the same. Our communications professionals serve as the critical connection between the public and the law enforcement, fire, emergency medical, and other public safety resources serving Sussex County. 24 hours a day, 365 days a year, they receive, process, prioritize, and communicate emergency information to help get the right resources where they are needed.

2024 | Automatic Call Distribution

In 2024, Sussex County separated the roles of 9-1-1 Call Takers and Dispatchers, allowing personnel to focus on the specialized functions of either receiving and processing emergency calls or dispatching public safety resources. In November, the County further enhanced call handling with the implementation of an Automatic Call Distribution (ACD) platform, which automatically routes incoming calls among available call takers to support a more organized and efficient 9-1-1 operation.  

2018 | Text-to-911 & Next Generation Communications

On March 1, 2018, Text-to-911 was activated statewide following extensive preparation and testing at Delaware’s Public Safety Answering Points (PSAPs). That same year, upgrades began to the backbone of Delaware’s next-generation IP-based 800 MHz radio system, with PSAP-level cutovers planned as part of the modernization.

2015 | Delaware’s First Cloud-Based 911 System

In February 2015, technicians installed Delaware’s first cloud-based 9-1-1 system at Sussex/Suscom. The advancement continued Sussex County’s long history of implementing new technology to strengthen the delivery and reliability of emergency communications.

2011 | Expanding Sussex County’s 911 Capacity

In October 2011, Sussex/Suscom’s Viper system received a major technology and capacity upgrade. All PCs were replaced and five additional answering positions were added, bringing the center to a total of 23 9-1-1 answering positions. Four additional 9-1-1 trunks were also added, bringing the system to 22 incoming 9-1-1 lines.

2008 | Next Generation 911 Comes to Sussex County

In 2008, Verizon installed its first “Next Generation” Viper 9-1-1 system in Sussex County for the Fire Board and State Police at Sussex/Suscom in Georgetown. The Voice over IP Emergency Response system was the first IP-based system installed in Verizon’s territory. On April 2, 2008, at 5:57 a.m., the new Emergency Operations Center, equipped with 17 dispatch positions, received its first call. A fiber-optic 9-1-1 trunk route also provided Sussex/Suscom with increased trunk diversity and system resiliency.

2005 | Mapping & Wireless Location Technology

In 2005, a new 9-1-1 mapping system was installed at Delaware’s 9-1-1 centers. The technology allowed communications personnel to see not only where a call was originating, but also nearby streets to assist in locating an emergency. That year, Phase II wireless 9-1-1 also became operational. In addition to receiving the caller’s phone number and cell tower information, 9-1-1 centers could now map the approximate location of wireless callers. According to the historical record, Delaware became the first state to have this capability fully functional statewide.

2002 | Phase I Wireless 911

The implementation of Phase I wireless 9-1-1 improved the information available when someone called from a cellular phone. Communications centers could receive the caller’s telephone number along with information identifying the cellular tower and carrier handling the call. This became an important step toward the more advanced wireless location capabilities that followed.

2001 | Emergency Medical Dispatch Accreditation

In October 2001, Sussex Fire and Suscom achieved accreditation in Emergency Medical Dispatch, becoming the 65th center in the world and the second in Delaware to achieve this distinction. The milestone reflected the growing role of standardized Emergency Medical Dispatch in the processing of medical emergencies.

1999 | Statewide 800 MHz Radio System

  In 1999, Delaware implemented its 800 MHz radio system, representing another major advancement in the communications infrastructure used to support public safety agencies throughout the state.

1989 | Enhanced 911

By January 1989, all Delaware 9-1-1 centers had been upgraded to Enhanced 9-1-1 (E911). Enhanced 9-1-1 provided communications centers with improved caller information and helped automatically route emergency calls to the appropriate local answering center. According to the historical record, the implementation made Delaware the first statewide Enhanced 9-1-1 system in the country.

1984 | Sussex County Joins the Statewide 911 Network

In 1984, Diamond State Telephone completed installation at the combined Sussex County Fire Board and Delaware State Police “Suscom”, completing Delaware’s statewide 9-1-1 network. The cutover and first 9-1-1 call were originally scheduled for September 11 but were postponed because of Hurricane Diane. On September 18, 1984, Sussex County received its first call through the new system. According to the historical record, completion of the network made Delaware the first state in the nation to have a multiple-PSAP 9-1-1 system fully operational statewide.

1980 | Regional Emergency Communications

Before Sussex County’s transition to 9-1-1, emergency calls were received through separate seven-digit telephone numbers. By 1980, 9-1-1 calls were beginning to ring into regional communications centers, representing the transition from individual emergency telephone numbers toward the universal 9-1-1 system that residents know today.

1976 | Delaware’s First 911 Call

Delaware’s 9-1-1 history began in Seaford, Sussex County. The Seaford Police Department implemented the first 9-1-1 center in Delaware, building upon the city’s earlier use of a single emergency telephone number. The system was installed by Diamond State Telephone technicians for the State of Delaware, and Delaware’s first 9-1-1 call was received in Seaford on September 1, 1976.

1968 | The Beginning of 911

In 1968, the United States took a major step forward in emergency communications with the introduction of 9-1-1 as a universal emergency telephone number. On February 16, 1968, the nation’s first 9-1-1 call was placed in Haleyville, Alabama, establishing a simple, easy-to-remember number for citizens to reach emergency services. This historic moment began a nationwide transformation in emergency communications that would eventually reach communities across Delaware, including Sussex County, and lay the foundation for the modern 9-1-1 system and Emergency Communications Center that serves the county today.