Beyond the Network: Supporting Those Who Answer the Call

DALLAS, October 28, 2026

Every day, first responders answer the call—often without knowing what they will face. They care for our communities during moments that demand courage, compassion, and extraordinary commitment. On National First Responders Day, we honor that service and reaffirm our responsibility to support the people behind the mission—not only with the technology they rely on, but in meaningful ways beyond the network.

When we first partnered with the federal government to deliver FirstNet®, Built with AT&T nearly ten years ago, the vision was bigger than building America’s public safety network. It was to work with public safety, listen to their needs, and be a trusted partner to the people and agencies we serve.

That commitment continues to guide us. We are continually innovating for public safety while taking the time to understand the realities of the job and supporting first responders wherever we can.

Understanding and Caring for Public Safety

For customer care, that partnership means resolving issues quickly and delivering support designed around the way public safety operates. Our dedicated, 24/7, bilingual care teams must understand FirstNet technology, as well as the urgency, pressures, and real-world conditions responders may be facing when they call.

To deepen that understanding, we worked with first responders from across the country to create ‘A Day in the Life of a Responder,’ a public safety-focused training for the dedicated FirstNet Care team. Law enforcement, fire, and 9-1-1 professionals shared firsthand experiences, real emergency calls, and insights into the culture and demands of their work. Care employees also explored technology used in the field and learned how seemingly small details can matter during an emergency.

The goal is practical: help our care teams recognize urgency, communicate effectively, and solve problems without slowing responders when FirstNet is most critical. That focus translates into responsive support from the only network that provides dedicated care for public safety. It’s that level of commitment that has helped calls to our U.S.-based FirstNet Care be answered by a representative within 38 seconds on average.

By learning directly from public safety and designing a care program for their needs, we can provide support that helps rather than hinders the emergency response process—and become a better partner in the moments that matter most.

Answering the Call

Understanding public safety also means recognizing that the demands of the job extend far beyond any single call. First responders spend their careers caring for others, often carrying the effects of what they see and experience long after an incident ends. Compared with the general population, first responders experience higher rates of depression, post-traumatic stress disorder, burnout, anxiety, and other behavioral health concerns.¹

Our commitment to first responder health and wellness includes resources that support resilience before, during, and after difficult experiences. Through our work with the Boulder Crest Foundation, we support Struggle Well, a prevention-focused program that helps first responders build strength through post-traumatic growth. In 2026 alone, the FirstNet-supported program reached nearly 11,000 first responders across more than 430 agencies nationwide.

When responders and agencies are navigating traumatic events, ROG the Dog provides another form of support. This fleet of labradoodles is specially trained to provide animal-assisted therapy at no cost to public safety and has deployed following large-scale disasters, including the Texas floods and Hurricane Helene, as well as other traumatic incidents. Their presence can offer comfort and help reduce stress when it is needed most.

Honoring our Heroes

Our support also extends to families after an unimaginable loss. When a first responder makes the ultimate sacrifice in the line of duty, FirstNet honors their service and stands beside the family left behind. Through Honoring Our Heroes, AT&T will cover the cost of one AT&T smartphone monthly service charge for life—one small way to help ease a monthly responsibility during a difficult time.²

FirstNet was built with and for public safety. We will continue earning the responsibility that comes with that mission—not only through the network responders rely on, but through meaningful support for the people who answer the call.