EPA Shifts to Calling Software, Union Raises Safety Concerns
EPA replaced employee desk phones – The Environmental Protection Agency (EPA) has transitioned its employee desk phones to a cloud-based calling software system, a move that has sparked controversy among union representatives. The American Federation of Government Employees (AFGE) Council 238, the largest union representing EPA workers, has criticized the change, warning that it may compromise emergency response capabilities. A recent medical emergency in the agency’s San Francisco office is cited as a case in point, where the new system allegedly hindered the timely location of the caller, according to union officials.
Software Malfunctions Delay Emergency Response
Justin Chen, president of AFGE Council 238, told The Hill that the software’s ability to handle 9-1-1 geolocation is “not working as intended.” He explained that this issue was brought to light during an urgent situation in the San Francisco facility, where the delay in identifying the caller’s location reportedly slowed the emergency response. “The problem ended up delaying a response, which is critical in moments where every second matters,” Chen emphasized.
“The additional software that’s supposed to handle 9-1-1 geolocation ‘doesn’t really work, apparently.'”
Another EPA employee corroborated Chen’s concerns, stating that the emergency service software has been unreliable since its installation last year. “It pops up on your computer and just says, ‘unable to connect,’ and then we’ve been told to click on the ‘x’ box and close the program,” they recounted. This directive, according to the employee, came from managers who may not fully understand the system’s limitations.
The incident in question involved a medical emergency, where the regular call software functioned correctly. However, the staffer noted that the inability of the E911 system to determine the caller’s location created a bottleneck. “The regular call software worked, but 9-1-1’s response was delayed by the fact that they could not locate where the phone call was coming from,” they said.
Chen warned that such issues could escalate in high-stakes scenarios, such as active shooter situations. “We’ve seen increased violence, especially against federal employees, and we conduct active shooter drills in all the buildings,” he explained. “If you don’t have cell service, and something like that happens, it’s like good luck doing a phone call from your laptop, I guess.”
EPA Defends the Transition, Blames Software Providers
The EPA has defended its decision to replace legacy desk phones with a cloud-based platform, arguing it enhances operational efficiency and security. A spokesperson noted that the old system was no longer supported by vendors, leaving it vulnerable to reliability and cybersecurity risks. “The legacy desk-phone systems were at end-of-life and no longer vendor-supported, which can create reliability and cybersecurity concerns,” they said. “The cloud-based platform improves resilience, security, and continuity of operations.”
According to the spokesperson, the EPA did not identify any system-wide malfunctions with the E911 software. They explained that the softphone platform utilizes Enhanced 911 (E911) capabilities to route emergency calls to the nearest Public Safety Answering Point and transmit the caller’s registered location. “We routinely validate configurations and encourage employees with questions to contact the IT Service Desk,” the official added, though they did not provide their name.
When specifically asked about the San Francisco incident, the EPA stated that the issue is “still under investigation” but stressed that no system-wide problems have been found. “Region 9 IT staff have had no reported malfunctions to date,” the spokesperson noted, suggesting the problem may be isolated.
Software Company Says No Complaints, Points to Computer Settings
Kevin Kito, CEO of 911 Secure, the company that provides the E911 software used by the EPA, claimed his firm has not received complaints about the system’s performance. “We went to our contacts at Avaya, because we don’t have any open tickets, nobody’s … complaining or anything,” he said in response to The Hill’s questions. Kito clarified that the software itself is not at fault, attributing any connection issues to user settings or configuration errors.
He added that the application is designed to automatically restart after being closed, ensuring it remains active unless the user deliberately shuts it down. “If someone clicks on the ‘x’ box, the program should pop back up every few minutes,” Kito explained. “If they shut it down entirely, they get a warning message stating that closing the program could prevent emergency services from locating them.”
However, Chen argued that employees may not always follow these instructions, especially in high-stress situations. “The direction came from managers, but in a crisis, people might not think to keep the software running,” he said. This highlights a potential gap between the software’s design and its real-world implementation.
Avaya and AT&T: Shared Responsibility?
Avaya, the provider of the laptop calling services, stated in an email that the EPA contract, including the integration of the geolocation software, is managed by AT&T. Julianne Embry, an Avaya spokesperson, emphasized that the company simply offers the laptop calling services, with the contract details and technical support handled by AT&T. “There are no issues with the service we provide,” she said, suggesting the fault may lie elsewhere in the supply chain.
Chen, however, noted that the switch to calling software has created more than just a problem with emergency location services. He highlighted that field workers, such as inspectors, previously had the option to mask their cell phone numbers when making calls through the EPA system. Now, they are required to use their personal numbers, which he called “a major problem.”
“Most of those workers, inspectors and such — they don’t have … work cell phones,” said Chen. “If they were going to be calling a facility to give them a heads up that they’re outside their do.”
This change, Chen argued, could expose field staff to risks, such as being identified by callers or facilities they are visiting. “It complicates their ability to operate discreetly,” he said, underscoring the broader implications of the transition beyond the immediate emergency response concerns.
While the EPA and its software providers maintain that the system is reliable, the union continues to push for further evaluation. The debate underscores the challenges of modernizing critical communication infrastructure without fully understanding its impact on safety and operational needs. As the investigation into the San Francisco incident progresses, the outcome may shape the future of the EPA’s software implementation and its relationship with employee unions.
