To understand Text-to-911, we need to take a look at who actually receives the public’s emergency text messages. Across the United States, there are 911 call centers. At these locations, 911 call takers receive and respond to emergency phone calls and emergency text messages. call takers gather information about emergency situations and then start the process of dispatching public safety personnel like Fire Suppression, Emergency Medical Services or Law Enforcement. With that in mind, what information does a call taker need to know? What should be included in an emergency text message?
What should be in an emergency text message?
According to the City of Denver’s Department of Public Safety, a text message sent to a 911 call center needs to have three pieces of information:
- The text needs to be sent to the number, 911. Do not enter any spaces or dashes, only enter numbers.
- The LOCATION. This is potentially the most important piece of information. No matter the severity of the incident, if the texter can send their location to 911, public safety officials can find and assess the situation.
- A brief summary of the situation.
What happens next?
911 Call takers, upon receiving an emergency text message will respond to the initial text with more questions. Responses to these questions help the call taker gather the necessary information about the emergency so that they can then relay it to the responding public safety officials.
When responding to these messages and communicating with the call taker it’s important to remember the following items:
- If the person sending the emergency text message is able, it’s important that they remain attentive to the conversation with the call taker.
- Avoid using slang or abbreviations in messages with call takers.
- It’s important to remember that the call takers aren’t present at the emergency and cannot always intuit what is happening. The details of the emergency need to be communicated concisely.
- Don’t delete the conversation with 911 or turn your phone off until the call taker makes it clear that it’s ok to do so.
With the above information we’ve established who is involved in Text-to-911, and some of the rules for how to send text messages to 911 call centers. Yet, the FCC and call centers state that they do prefer that members of the public call in emergencies rather than texting. So, who should send emergency text messages instead of calling?
Who should text instead of call?
- Someone who is deaf, hard of hearing or has a speech disability.
- Someone who is in a remote location that does not have a good enough signal to sustain a voice call but can send a text message.
- Someone who fears that making a voice call will endanger themself or compromise their safety.
- When the capacity of cellular service is overwhelmed but it may be possible to send a text instead of a voice call.
Where is Text-to-911 available?
Text-to-911 is available in an increasing number of places across the United States, but it is still not present everywhere. The FCC provides a spreadsheet listing the call centers that utilize Text-to-911. Check it out to see if your area’s 911 call center can receive and send emergency text messages.
What if my area doesn’t have Text-to-911?
If you send an emergency text message to your area’s 911 call center, but they don’t have Text-to-911 available, you’ll receive a message in return that tells you that the service is unavailable. This is called a bounce back and it is required by the FCC so that someone can know if their emergency message was received or not. This person will need to call 911 to communicate their emergency.
Text-to-911 is a simple way for you to connect with a local 911 call center to report an emergency. While 911 call centers prefer for the public to call in, texting is still a relevant option that should be used when calling is not possible or appropriate. If you do end up needing to send a text message to 911, it’s important to remember a couple essential items: Write your location in the body of your message. If you can, sending at least the location of your incident will allow public safety officials to find the emergency. And if the situation permits, stay attentive to the text conversation with the 911 call taker. This will help public safety get the information they need. Following these two steps can make all the difference in the world.
Remember, if you can’t call in an emergency, know that Text-to-911 could save someone’s life.
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