911 director issues Text-to-911 reminder

Text-to-911 enables direct access to emergency services for those who are deaf or speaking-impaired, having a medical emergency that prevents them from being able to speak, or in a situation where making a voice call would put them in danger. Citizens are now able to send text messages in their native language directly to 911 for help.

Fulton County 911 Communications Director Brittney Thompson wants to remind the public that Text-to-911 – now with enhanced capabilities – is an alternative option to calling 911 in an emergency. 

Although the Text-to-911 feature has been available for a little more than a decade, since statewide deployment in 2014, Thompson believes a reminder could be beneficial, as texting is not typically people's first thought in reporting an emergency. 

"It's an amazing lifesaving feature," Thompson says of Text-to-911, adding it's played a large role in the success of the overall 911 system. 

Fulton County served as a pilot county for Text-to-911 before it officially launched. Now, all 92 counties have access to the feature through a platform called Texty. 

"Obviously, the first step to an emergency should always be calling 911," Thompson said, adding that texting should only be used when an individual is unable to make a voice call. 

"Always make a voice call if able," she said. "Texting to 911 isn't as quick as the phone call, but it is equally as effective in providing excellent first responder response."

She noted texting 911 can be particularly useful to those who find themselves in dangerous situations, where they are not in a safe place to risk a voice call. Text-to-911 also enables direct access to emergency services for those who are deaf, speaking-impaired, or experiencing a medical emergency that prevents them from being able to speak.

A recent enhancement made to the Text-to-911 system allows citizens to send text messages in their native language directly to 911 for help, and those messages are automatically translated for the dispatcher. As the dispatcher responds, it is automatically translated back into the native language of the individual. There are 108 languages available for Text-to-911 translation. 

Since 2019, dispatchers at all of Indiana's Public Safety Answering Points have had access to Language Line, which provides voice translating services for 911 callers. This is how language barriers are handled on the local level for voice calls.

In the event of a 911 hang-up call, Thompson notes a dispatcher will first attempt to call the individual back. If there is no answer, which is typical of accidental callers, the dispatcher will then send a text. The response rate increases from 20 to 80 percent in sending a text, according to Thompson. 

"The most important reason I want to get this out there is because of the increase in domestic violence," Thompson said of raising awareness of Text-to-911. "With the increase of drug use, domestic violence, it's just crucial that everyone knows that it's an option."

She also wants youth to be aware of the texting option, as they can often feel like there's no one they can talk to because of situations at home. 

In texting 911, Thompson advises people to provide the same information they would in a voice call, beginning with the location of their emergency. 

"We're probably going to ask them to repeat it for verification, just to make sure that it's accurate," Thompson said, adding that Texty additionally provides latitude and longitude coordinates. 

Dispatchers will then keep the line of communication open through texting and not attempt to call the individual. 

"If we are in any way suspicious, or something doesn't seem right, we're going to send an officer," Thompson said. 

She asks those texting 911 to keep messages short and not use abbreviations. She also asks that no pictures or videos be sent. 

"The wording of what's going on is most important," she said, voicing additional concern for dispatchers' mental health. 

"A lot of these first responders already struggle because of the things they see, and a lot of people don't want to talk about it," she said. "Mental health is at the top of my list to make sure that I preserve here."