Text-to-911 Operational FAQs:
Can the location of the “caller” differ from the location of the incident?
As with a traditional 911 call, the location of the incident may be different then the location of the “caller” so you will need to ask or confirm location of incident.
The PSAP should always query “caller” immediately to obtain location.
Location information for texts is generally not as accurate as it is on a Wireless Phase II voice call. So you will need to ask or confirm the location of the incident as with other 911 interactions.
How will misroutes be handled?
Some solutions allow you to transfer texts as you do today with traditional 911 calls; you will need to check with your texting provider. However, if you are not able to transfer you will stay anchored to the text and then relay information to the appropriate PSAP following your current SOP’s.
Texts can be transferred to PSAP’s that use the same texting solution, i.e. Intrado’s Text Control Center, etc. Those texts can be transferred to other customers (PSAPs) of the same service.
How can we communicate quickly and efficiently with the “caller”?
PSAP should use plain English language with no short codes; and as needed, PSAP should request texter do the same
You will utilize your keyboard to type back to the “caller”
You may use pre-programmed condensed questions. PSAPs should review SOP’s in relation to these messages.
PSAPs should review their SOP’s and determine prioritization of questions to ask
How many text conversations can be handled at one time?
NENAs Guidelines for Text Message Calls recommends no more than three text message sessions at a time.
PSAPs will need to consult with their text provider on solutions they offer as this will be dependent on the solution, Example:
If you chose a text to TTY solution, this will be determined on the number of the E911 trunks
If you chose the Web Portal or delivery via NG911 Interface, thresholds can be set for the number of text sessions per agency/positions, etc.
PSAPs will need to consult with their text provider on how to place texts on hold, if you can place texts on hold, etc. as this will depend on your solution.
Will the text conversation drop as the person texting moves between jurisdictional boundaries?
The “caller” is anchored to the originating PSAP until the call taker ends the conversation. Depending on the provider delivering the text to the PSAP for the wireless carrier, there may be a time limit between gaps in the communication. Consult with your wireless provider and their vendor to determine if that is the case.
How many texts are anticipated to come into the PSAP?
It has been shown that the call volume is low and training is necessary to keep the skill sets fresh.
How will a PSAP handle a volume of texts during a disaster?
This again depends on the solution you choose on how you are able to process the texts. Each PSAP has the ability to determine how many texts will be presented to the PSAP at one time.
PSAPs may want to consult with their legal counsel and review their SOP’s
How will Pre-Arrival EMD instructions being handled?
PSAPs may want to work with their EMD vendor to find out if they are working on this, and determine what their solution is
PSAPs will have to review SOP’s and make adjustments to them in regards to pre-arrival as well as quality assurance processes
Question not answered? Email us at admin@missouri911.org.