Spanish-language call center for public safety launches in Puerto Rico

Read this article in Spanish

June 27, 2025

Key points

• FirstNet now offers 24/7 bilingual support via voice and chat for ordering, billing and tech issues.
• The Aguadilla center reaffirms the FirstNet commitment to Puerto Rico, creating 80+ local jobs.
• Puerto Rico benefits from Band 14 coverage and deployable assets like SatCOLTs for emergencies.

FirstNet®, Built with AT&T – the only network built with and for first responders and the extended public safety community in the United States and its territories – is launching a Spanish-language call center in Puerto Rico that is dedicated to customer care for public safety. 

The first-ever center to focus on the needs of Spanish-speaking FirstNet customers will serve public safety in Puerto Rico and throughout the United States and its territories who require bilingual customer assistance. As public safety’s partner, FirstNet provides the highest level of response with dedicated 24/7 technical assistance to best serve first responders. FirstNet customers will be able to reach representatives via voice or chat for ordering, billing, account maintenance and other technical requests. 

Reaffirming the network’s commitment to public safety in Puerto Rico, the new call center will be located in Aguadilla and create more than 80 jobs locally.  

“With the launch of the first Spanish-language call center for FirstNet in Aguadilla, Puerto Rico becomes a pillar for emergency personnel across the nation. This initiative reaffirms the FirstNet commitment to critical coverage and recognizes the dignity and value of every Spanish-speaking professional who protects our communities,” said Jenniffer González Colón, Governor of Puerto Rico. “More than 80 local jobs, 24/7 technical support and a network built with and for those who risk their lives – this is clear progress. The launch of the FirstNet Spanish call center in Puerto Rico marks a milestone in equitable access to critical public safety services. It’s not just about technology, but about the will and commitment to ensure every first responder, regardless of language, receives the support they deserve. This is an investment in lives, jobs and resilience.” 

Strengthening public safety communications  

Built in public-private partnership with the federal government and AT&T, FirstNet gives first responders dedicated coverage and capacity, unique benefits like mission-critical services and high-quality Band 14 spectrum to help save lives and protect communities. FirstNet is delivering interoperable communications across public safety entities, allowing first responders and the public safety community that supports them to communicate with one another easily and quickly during everyday situations, big events and emergencies. 

“The opening of this FirstNet Spanish call center in Puerto Rico represents a significant step forward in strengthening the critical communications of our public safety,” said General Arturo Garffer, Secretary of the Department of Public Safety. “Having trained staff available 24/7 who understand the language and local realities guarantees more efficient support for our first responders at the most decisive moments. We celebrate this initiative, which not only improves service but also drives economic development through job creation on the island.”

Providing a second-to-none experience for public safety in Puerto Rico

The new call center is just one part of the network’s commitment to providing a second-to-none experience for public safety in Puerto Rico. We are connecting more than 75 communities on the island and have rolled out Band 14 on nearly 530 sites to provide much needed coverage for public safety. 

And during hurricanes and other emergencies and events, Puerto Rico public safety agencies on FirstNet have access to the only fleet of deployable assets dedicated to support their critical needs. This includes Satellite Cells on Light Trucks (SatCOLTs), which are stationed on-island for immediate support, as well as other portable cell sites like Compact Rapid Deployables (CRDs) and miniCRDs. Public safety organizations in Puerto Rico have also purchased additional CRDs and miniCRDs that can be self-deployed when needed. 

“FirstNet is constantly evolving to serve first responders in their particular scenarios, and the launch of a new Spanish-language call center is another positive development for public safety,” said Alexandra Fernández Navarro, a member of the First Responder Network Authority Board who lives in the island territory. “Having a dedicated, customer care center in Puerto Rico will help strengthen emergency response, create a greater partnership and address the unique needs of the island’s public safety community."

“For public safety, seconds can save lives. That’s why FirstNet has dedicated care to assist this vital community more than 4 times faster on average than commercial support request calls,” said Scott Agnew, President – FirstNet, AT&T. “Now with Puerto Rico-based support, Spanish-speaking first responders on the island and across the country can have peace of mind that FirstNet is truly built with and for them.”

Agencies in Puerto Rico interested in learning more about subscribing to FirstNet can call our dedicated local FirstNet team at (787) 209-0709, email DL-FirstNetPuertoRico@att.com or complete a form to be contacted by a FirstNet specialist. Individual first responders can also subscribe to FirstNet by calling FirstNet Care at 1-800-574-7000 or at their local Liberty store.