4 Questions Every Property Manager Should Ask Their Emergency Phone Provider

Choosing the right emergency phone provider plays a major role in keeping your property safe, compliant, and prepared. Not all solutions offer the same level of reliability, code coverage, or support, so asking the right questions up front can help you avoid costly issues later. Here are four essential questions every property manager should bring to the table.

1. Who Handles the Monitoring, and Are the Operators Properly Certified?

A reliable monitoring partner should provide more than basic call-answering, and emergency response is only as strong as the team on the other end of the line. Providers relying on third-party centers or minimally trained staff may fall short during critical moments.

Response protocols, multilingual support, and adherence to industry certifications are important differentiators that directly affect the caller experience and your liability exposure. Ask who monitors the calls, how quickly they answer, and how operators are equipped to handle different types of emergencies, from elevator entrapments to pool incidents.

Kings III’s Emergency Dispatch Center is staffed with Advanced Emergency Medical Dispatch (AEMD)-certified operators, a certification which is above and beyond the requirements of many 911 call centers. Our operators follow structured protocols and answer calls in an average of seven seconds or less, and offer language support in over 175 languages.

2. What Does Your Service Actually Include?

Emergency phone solutions vary widely. Some require you to furnish your own hardware or maintain software and connectivity. Others outsource installation or rely on external vendors for troubleshooting, which can lead to delays, vendor finger-pointing, and headaches. Understanding what is included helps you evaluate not only the cost but also the amount of internal time required from your maintenance, facilities, or IT teams.

Ideally, your provider should minimize the operational burden on your staff. Kings III removes the headache of emergency communications by providing equipment, installation, ongoing maintenance, and 24/7 monitoring as part of an all-inclusive solution. This approach reduces the strain on your maintenance, facilities, and IT teams while ensuring every emergency phone remains reliable and compliant.

3. What Phone Technology Do You Support, and Is It Code-Compliant?

Beyond simply “supporting” a technology, providers should guide you toward solutions that reduce risk as communication codes evolve. Ask whether the system can accommodate new requirements like text-based messaging, video communication, and accessibility needs. You should also confirm the provider’s experience deploying these technologies across different property types, as multifamily, commercial, hospitality, and municipal environments often have unique compliance considerations.

POTS lines are being phased out nationwide, VoIP can introduce cybersecurity and reliability concerns, and not all solutions are built to meet modern communication code updates such as video messaging requirements. Ask whether your provider supports cellular connectivity, the most reliable, future-proof, and compliant option for emergency phones.

4. How Do You Document and Support Emergency Calls?

Thorough documentation protects your property when an incident occurs. Providers should offer recorded calls, timestamped event logs, and clear reporting that your team can reference if questions arise. Ask how long recordings are stored, how you can access them, and whether reports align with audit or inspection expectations. Ongoing support should reinforce reliability by providing consistent, dependable reporting that gives your team confidence every phone is functioning as expected. Proper documentation helps minimize liability and resolve disputes quickly. Ask whether calls are recorded, how records are stored, and whether post-call reporting is available. Providers should also offer support for routine testing and compliance checks. Kings III records every call along with detailed reporting, and ongoing testing support to help keep your property audit-ready and better protected in the event of a dispute or legal claim.

Strengthen Your Emergency Communication Strategy

Choosing an emergency phone provider is ultimately about protecting people and reducing risk. By asking these questions and evaluating the answers closely, you can ensure your property is equipped with a reliable, compliant system supported by trained professionals. Contact Kings III to learn more about building a safer, simpler emergency communication program for your facilities.

Have questions about compliance or need an emergency phone solution? We’re here to help.

Tyler Williams – Digital Marketing Coordinator at Kings III of America. Connect with Tyler on LinkedIn.