Kari’s Law is a US federal law that requires covered multi-line telephone systems, the business phone systems used in offices, hotels, schools and similar buildings, to let users reach 911 by dialing 911 directly, without first dialing a prefix such as 9 for an outside line. It also requires these systems, where they can be configured to do so, to notify a central point, such as a front desk or security office, when someone calls 911. The FCC’s implementing rules took effect in 2020 and apply mainly to systems made, sold or installed after that.
At a glance
- Users of covered multi-line phone systems must be able to dial 911 directly, with no prefix or access code.
- Covered systems must also send an on-site notification when 911 is called, where the system can be configured to do so, without delaying the call.
- The rules apply to on-premises and many hosted or cloud systems, generally those made, sold or installed after the rules took effect in 2020.
- Kari’s Law is separate from, but usually implemented alongside, US dispatchable location rules for 911.
- Some states have their own versions; confirm obligations with counsel or your provider.
What problem it solves
The law is named for Kari Hunt, who was killed in a Texas motel room in 2013. Her young daughter tried to call 911 several times, but the motel’s phone system required dialing 9 first, and the calls did not go through. Many business phone systems at the time were set up the same way, so a person in distress, a child or a visitor unfamiliar with the system could fail to reach help.
Kari’s Law removes that barrier by making direct 911 dialing the standard on covered systems. The notification requirement addresses a second problem: in a large building, on-site staff often don’t know an emergency call has been made, so they can’t meet responders at the door, unlock entrances or guide them to the caller.
How it works
Direct dialing. A covered system must route a call to 911 when the user dials those three digits, even if the system normally requires a prefix for outside calls. Many systems also continue to accept 9-911 so users who dial out of habit still reach help.
On-site notification. When 911 is called, the system notifies a designated person or place, such as a reception desk, security console, or an administrator’s email, text or app. The notification typically identifies that a 911 call was made and from which extension or location, depending on the system’s capabilities. It must not delay the call itself.
Who is responsible. The obligations are spread across the companies that make, sell, install and operate the system. For an on-premises PBX, the installer and the organization configure it. With a hosted PBX or UCaaS platform, the provider supplies the capability and the customer usually sets who receives notifications.
Related location rules. Separate FCC rules, adopted under the RAY BAUM’S Act, require many systems to send a dispatchable location, meaning an address plus floor or room details, with 911 calls. Both sets of rules are usually configured together as part of the system’s E911 setup, including for softphone users.
When it matters for buyers
- When buying, installing or replacing a phone system, since new systems are generally covered.
- When moving to a hosted or cloud platform, where notification settings need to be configured in the new system.
- When opening or moving offices, which changes who should receive notifications.
- During compliance reviews, where you may need to show how direct dialing and notification work.
- In hotels, schools, healthcare and multi-tenant buildings, where visitors use phones they don’t know.
Questions to ask vendors
- Does your system allow direct 911 dialing from every phone, softphone and app, with and without an outside-line prefix?
- How does on-site notification work, and can it go to several people or locations by email, text, app or screen alert?
- What information does the notification include, such as extension, user and location?
- Who configures and tests notifications at installation, and how do we keep recipients up to date?
- How do you handle dispatchable location for 911 calls from the same system?
- Can we test 911 calling without dispatching responders, following local emergency center procedures?
- Which state requirements have you configured for in our locations?
How it differs from dispatchable location rules
Both come from US federal law and both apply to multi-line phone systems, so they are often discussed together. Kari’s Law is about access and awareness: users can dial 911 directly, and someone on site is told. Dispatchable location rules are about information: the 911 call carries enough location detail for responders to find the caller. A system can meet one and not the other, so check both.
For help choosing a phone platform that supports both requirements, see our Unified Communications as a Service solution page.