Just make them leave it off. Anyone caught using a phone gets it taken away the rest of the day.
That's what we did with anything that was distracting when I was growing up. You can have it on you, but if they see you using it. It goes into the principal's office until EOD.
You can't put a barrier between emergency services and someone in an emergency. Sometimes they literally don't have the ability to press 1.
Just overstaff your call center. That's it.
Spend a little extra money to ensure your emergency workers aren't stressed out 24x7, and they'll have the staff to manage a bigger event.
It's an emergency service. Spend money on it like it's important.