Can You Hear Me Now? Cellular and Emergency Protocols with Kyle Leng

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Strengthening Communication in Critical Buildings

This chapter explores the challenges of modernizing communication systems in government and healthcare facilities, which are often hindered by outdated infrastructure and architectural materials. It highlights the increasing risks associated with inadequate wireless connectivity, particularly during the summer season when environmental factors further compromise communication reliability for first responders.

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Welcome to RIMScast. Your host is Justin Smulison, Business Content Manager at RIMS, the Risk and Insurance Management Society.

Justin interviews Kyle Leng, Senior Compliance Officer at Airtower Networks, about the risks associated with buildings that lack strong wireless connectivity. These issues involve cellular, Wi-Fi, and public safety distributed antenna systems for first responders. Justin and Kyle discuss physical risks, but mainly the communication risks of not being able to call 911 or firefighters or police officers unable to radio out of the building. The discussion turns to IoT, and Kyle shares some of his experiences in bringing apartment buildings up to date with Wi-Fi and IoT, including scheduled technology security updates. Kyle speaks of the need to update stone buildings that block signals internally and deal with high-rises that block you from connecting to your cell tower.

Listen to learn more about updating wireless communication in your properties.

Key Takeaways:

[:01] About RIMS and RIMScast.

[:17] About this episode of RIMScast. Our topic is emergency preparedness and wireless availability and capability, with Kyle Leng of Airtower. We’ve got some critical insights for anyone experiencing hurricane season.

[:45] RIMS-CRMP Workshops! Register by July 1st for the next RIMS-CRMP Virtual Workshop, which will be co-led by Parima. That course will be held on July 8th and 9th.

[1:02] The next RIMS-CRMP-FED virtual workshop will be led by Joseph Mayo on July 17th and 18th. Register by July 16th. Links to these courses can be found on the Certification Page of RIMS.org and through this episode’s show notes.

[1:20] RIMS Virtual Workshops! We have a day-long course on July 24th, “Risk Taxonomy for Effective Risk Management.” On August 5th, we have a day-long course about “Emerging Risks.” RIMS members enjoy deep discounts!

[1:35] A link to the full schedule of virtual workshops can be found on the RIMS.org/education and RIMS.org/education/online-learning pages. A link is also in this episode’s notes.

[1:46] If you tuned in to the recent episode featuring James Lam, you will know that he is hosting a new six-module workshop for us, the “RIMS-CRO Certificate in Advanced Enterprise Risk Management”.

[1:59] The inaugural summer course is completely sold out! We are virtually filled to capacity! Don’t worry, in the Fall, the bi-weekly course will begin on October 9th. Registration closes on October 2nd. A link is in this episode’s notes. Check it out and register today!

[2:19] Mark your calendars for November 17th and 18th for the RIMS ERM Conference 2025 in Seattle, Washington. The agenda is being built. Soon, we will distribute a Call for Nominations for the ERM Award of Distinction. I’ll update this episode’s show notes when that link is ready.

[2:42] Think about your organization’s ERM program or one that you know of, and how it has generated value. We will have more on that in the coming weeks.

[2:50] On with the show! Our guest today is Kyle Leng, the Senior Compliance Officer at Airtower Networks. Airtower is a wireless infrastructure provider.

[3:00] Kyle is here to discuss how risk managers can play a pivotal role in building and upgrading wireless connectivity for their buildings and organizations.

[3:10] We’re also going to talk about some of the legislation in the U.S. that could have a national impact on wireless capability and emergency preparedness. Let’s get to it!

[3:20] Interview! Kyle Leng, welcome to RIMScast!

[3:32] Kyle is the Senior Compliance Officer at Airtower Networks. His primary focus is working with local governing bodies to install either public safety radio systems for first responders, cellular systems, or Wi-Fi enhancement systems.

[3:50] Kyle makes sure Airtower Networks is evergreen on the local requirements and expectations, and the latest security protocols for those systems.

[4:00] Kyle has been at Airtower coming up on a decade, and in the public safety sector for eight years. He is in high demand at Airtower, internally and externally.

[4:17] The Airtower HQ is in D.C. There are also satellite offices. Kyle lives in Maryland.

[4:40] If your building lacks wireless connectivity, firefighters can't communicate on your property. This is code-mandated, so your occupancy for your property is in jeopardy, along with the lives of your tenants.

[5:00] There is a risk associated with a lack of cell phone coverage. No one should be in an emergency and not be able to dial 911. It’s terrifying. It’s also a huge liability exposure.

[5:15] Another vulnerability for first responder radio systems is that codes, requirements, and technology are constantly in flux. This is also true of cellular enhancement systems.

[5:31] The technology is updating and the requirements are changing, including Florida’s SB 1190 and HB 1571, with retroactive enforcement for existing buildings.

[5:52] Radio dead zones in apartment buildings are a major risk for first responders. Kyle uses an example of sister apartment buildings, with a fire spreading from one to the other, and the second building having no communication.

[6:30] All these things are updating, evolving, and iterating. You might be looking at last year’s requirements and be off base.

[6:42] You may miss something valuable learned in the field through trial and error, that installing these systems or having certain security protocols makes a world of difference regarding the safety of the tenants and the first responders.

[7:01] Kyle expects most of the U.S. will adopt legislation similar to Florida. Most of the country is watching Florida to see what works and what doesn’t, planning to implement their own.

[7:10] Retroactive enforcement, where older buildings are not grandfathered in, already exists in pockets around the country.

[8:07] Existing building mandates have been in the International Fire Code and the NFPA codes, which govern first responder radio systems, for a decade.

[8:39] Florida is the first U.S. local authority to publish bills around these codes, including a timeline with retroactivity. They are moving to make buildings safer.

[8:52] Kyle explains why Airtower Networks is excited by Florida’s move. Communities become safer, and local heroes are safer while they’re rescuing people. It’s a tough undertaking. It takes a lot of resources and knowledge. There will be hiccups, and people will learn as they go.

[9:25] Plug Time! The very first RIMS Texas Regional Conference will be held from August 4th through the 6th in San Antonio at the Henry B. González Convention Center. Public Registration is open.

[9:39] Hotel cut-off for the discounted rate is available through July 7th. The full Conference Agenda is now live, so you can start planning your experience. Don’t miss the post-conference workshop, the RIMS-CRMP Exam Prep Course, available onsite.

[9:55] This event is open to any RIMS Chapter member. If you are local to the area, you might consider becoming a RIMS member today, so that you can get all the benefits and begin networking with your new RIMS Texas peers. Links are in this episode’s show notes.

[10:10] You can also visit the Events Page of RIMS.org for more information. We look forward to seeing you in Texas!

[10:18] Just a month later, we will be up North for the RIMS Canada Conference 2025, from September 14th through 17th in Calgary. Registration is open. Visit RIMSCanadaConference.CA and lock in those favourable rates. We look forward to seeing you in Calgary!

[10:37] On October 1st through the 3rd, the RIMS Western Regional Conference will be held in North San Jose at the Santa Clara Marriott. The agenda is live. It looks fantastic! Visit RIMSWesternRegional.com and register today.

[10:53] Let’s Return to My Interview with Kyle Leng!

[11:07] The bulk of Airtower Networks’ active projects are at active construction sites. There is inherent danger there. The whole team undergoes stringent safety training. They maintain all the relevant certifications to keep the team safe. They review those with the team leads weekly.

[11:34] There is risk involved with the systems. If you install a bad cellular system, instead of helping, you’re making that property and the surrounding area significantly more dangerous. The same thing with the firefighter radio systems. Doing that wrong is worse than not doing it at all.

[12:04] It’s high stakes, high risk, and you want to have expertise, going into it, because you can make the property significantly less safe and more of a liability for all parties if you do it wrong.

[12:24] Kyle points out that a bad network and an obsolete network are the same. Airtower Networks has been getting a lot of new opportunities for rip-and-replace contracts to remove obsolete or poorly designed systems and replace them expertly with the latest technology.

[12:54] How quickly something goes obsolete varies depending on the technology. You’ll get more lifetime from a cellular system than a first responder radio system. Wi-Fi needs to be constantly updated. You need to have the latest security protocols and the latest technology.

[13:17] Kyle says a lot of the systems they rip and replace in the public safety sector are in the five-to-ten-year range. They’re not ancient. Often, it was a low-budget installation. Airtower Networks believes you need to go into a project with the right attitude and perspective.

[13:47] The risk professionals listening should check for is when they had their systems installed. If they’re coming up on that 10-year mark, they may need to reassess them.

[14:00] Kyle tells how he discusses it with stakeholders. Picture someone you care about in the stairwell of a building, something scary happens, and they can’t call 911. Then, police officers show up, and their radios don’t work. This is incredibly dangerous and a huge liability.

[14:23] The various costs associated with upgrading those systems, getting them inspected, and having them be monitored, 24/7 to make sure there are no breaks in the coverage, are nothing compared to the risks and liability. The costs are 100% worth it, every time.

[14:48] Public safety distributed antenna systems go by 17 different names across the country. They’re radio systems inside your property with antennas in the ceiling. They increase the radio access for first responders in the building. Kyle’s central focus is getting them into buildings.

[15:50] Kyle speaks of an exciting season in his career. They turned a couple of sister apartment buildings in San Francisco into smart buildings. It was IoT everywhere. They learned a lot from working on those projects.

[16:11] They worked with a software developer to build an app so that in every unit, tenants paid rent with their TV remotes and unlocked their doors with their phones.

[16:29] In terms of security and risk management, they learned that a big part of these projects was keeping the networks segmented and isolated so no one had a backdoor to the Wi-Fi and keycard access. With IoT, you want the latest encryption and password security.

[17:06] They learned you have to find great partners in the OEM space. You can find IoT components online, but are they safe? Find a partner that’s invested long-term in their equipment, so when you install IoT devices, they will be guaranteed to be updated for years.

[17:44] A Small Break! The Spencer Educational Foundation’s goal to help build a talent pipeline of risk management and insurance professionals is achieved, in part, by its collaboration with risk management and insurance educators across the U.S. and Canada.

[18:04] Since 2010, Spencer has awarded over $3.3 million in General Grants to support over 130 student-centred experiential learning initiatives at universities and RMI non-profits. Spencer’s 2026 application process is now open through July 30th, 2025.

[18:24] General Grant awardees are typically notified at the end of October.

[18:28] Spencer’s Risk Manager on Campus Program offers grants of up to $5,000 to universities and colleges in the United States and Canada to host a practicing risk manager on their campus for a one-to-three-day residency.

[18:41] The Risk Manager on Campus program has been praised by both universities and risk managers as a rewarding educational experience for students and a chance to give back to the profession. The application deadline for 2026 is June 30th, 2025. Check the link in the notes.

[19:00] Visit SpencerEd.org for more information.

[19:04] Let’s Return to the Conclusion of My Interview with Kyle Leng!

[19:22] Kyle always tries to exceed the code requirements and the local expectations for each building. There is also a project spec list, drafted by the property management, legal team, and insurance policyholders.

[19:46] Kyle enjoys the conversation he has with the property stakeholders about the specifications. He enjoys getting to understand what their intentions are and seeing what he can learn from this type of property.

[20:06] Kyle learns a lot through these conversations because the stakeholders are looking through a very different lens. Kyle’s thinking about passing inspections, and that tenants can make 911 calls.

[20:19] The stakeholders are considering every liability across the property and how to plug all the holes so that risk and liability are as limited as possible. Kyle finds there’s almost always a win-win situation between the intentions and the happy outcome of a very safe building.

[21:39] Kyle says government buildings in particular tend to have a lot of stonework, which essentially kills all RF signals; Wi-Fi, cellular, and public safety networks. In these government buildings, there is usually no coverage. There is no system to rip out and replace.

[22:06] Healthcare tends to have an antiquated system. They had the funding to put in communication systems early on, which are now outdated. Airtower Networks has had some rip-and-replace in healthcare, but they focus on government facilities without coverage.

[22:36] Kyle says local authorities tell him that when they go into the courthouse or city hall, they know they’re not going to make a call or use a radio. That’s terrifying.

[22:57] Kyle says, in the industry, they refer to these government stone buildings as sort of Faraday cages. Cell service stops at the front door. There’s no system in place to replace.

[24:03] With the onset of the summer heat, fire risk increases. Storms and power outages are big risks in the summer. Summer is a big time for construction. If a high-rise building goes up between you and the cell tower, you lose coverage. You might need an amplification system.

[25:09] If a high-rise with a leaky Wi-Fi system goes up next to your property, it could interfere with your IoT devices. There is an inherent risk for all radio coverage when a high-rise building goes up. You need to be prepared for it and have a watchful eye. Find out how to resolve risks.

[26:24] Special thanks again to Kyle Leng for joining us here on RIMScast! Be sure to subscribe to RIMScast to catch every new episode as they are released on Tuesdays and the occasional Monday.

[26:46] Next week, we have one of my favorite episodes of the year coming up. It’s the Midyear in Risk Review with Morgan O’Rourke and Hilary Tuttle of RIMS Risk Management Magazine. They’re going to tell us “what the heck is going on!”

[27:01] Plug Time! You can sponsor a RIMScast episode for this, our weekly show, or a dedicated episode. Links to sponsored episodes are in the show notes.

[27:29] RIMScast has a global audience of risk and insurance professionals, legal professionals, students, business leaders, C-Suite executives, and more. Let’s collaborate and help you reach them! Contact pd@rims.org for more information.

[27:47] Become a RIMS member and get access to the tools, thought leadership, and network you need to succeed. Visit RIMS.org/membership or email membershipdept@RIMS.org for more information.

[28:05] Risk Knowledge is the RIMS searchable content library that provides relevant information for today’s risk professionals. Materials include RIMS executive reports, survey findings, contributed articles, industry research, benchmarking data, and more.

[28:22] For the best reporting on the profession of risk management, read Risk Management Magazine at RMMagazine.com. It is written and published by the best minds in risk management.

[28:36] Justin Smulison is the Business Content Manager at RIMS. You can email Justin at Content@RIMS.org.

[28:43] Thank you all for your continued support and engagement on social media channels! We appreciate all your kind words. Listen every week! Stay safe!

Links:

RIMS Texas Regional 2025 — August 3‒5 | Registration now open.

RIMS Canada 2025 — Sept. 14‒17 | Registration now open!

RIMS Western Regional — Oct 1‒3 | Bay Area, California | Registration now open!

RIMS-Certified Risk Management Professional (RIMS-CRMP)

RISK PAC | RIMS Advocacy

RIMS Risk Management magazine

RIMS Now

The Strategic and Enterprise Risk Center

Spencer Education Foundation — General Grants 2026 — Application Deadline July 30, 2025

Spencer’s Risk Manager on Campus — Application Deadline June 30, 2025

RIMS ERM Conference 2025 — Nov 17‒18 in Seattle! [Save the Date!]