Two years ago, Hurricane Helene became one of the most destructive storms North Carolina has faced in decades. Even as communities dealt with damaged roads, power outages, and lost phone and internet service, 911 remained available when people needed help.
Over the three days surrounding the storm, 911 centers across the state answered about 90,000 calls, a 55 percent increase over normal call volume. On the storm’s peak day, some areas saw call increases as high as 586 percent. Because of North Carolina’s Next Generation 911 system, calls from impacted counties were automatically routed to other 911 centers. At one point, 19 western counties had calls routed to 23 partner counties so callers could continue to reach trained telecommunicators.
Madison County experienced some of the most severe damage. Its 911 center could not receive calls for nearly a month, and calls were answered more than 200 miles away in Chatham County. To help restore service more quickly, special wireless and satellite tools were deployed, including the first SatCOLT truck used for 911 call delivery in North Carolina.
Looking back now, Hurricane Helene proved how well North Carolina’s 911 system performs as designed under extreme conditions. It also showed exactly where we could grow stronger. The experience helped identify new tools and backup options that would benefit counties during future storms.
Since then, the N.C. 911 Board has expanded wireless backup systems, explored satellite-based solutions, and advanced new ways for 911 centers to share information during emergencies. These improvements reflect what we learned and how we continue to prepare for the future.
Two years later, North Carolina’s 911 system is not only strong, but stronger. The lessons from Hurricane Helene helped shape new investments, new ideas, and reaffirmed NCDIT’s commitment to keeping every community connected when it matters most.