Policy Text
Policy Delano Police Department
801 Delano PD Policy Manual
TEXT TO 911 POLICY
801.1 TEXT TO 911
Text-to-911 provides equal access to emergency services for the Deaf and Hard of Hearing
Community as well as an alternate method of reporting emergencies when other traditional
avenues are unavailable.
The Short Message Service (SMS) also known as text messaging provides support for wireless
subscribers to send 911 SMS text messages to Public Safety Answering Points (PSAPs) by using
the single code 911 as the destination address of the SMS message.
The following procedures will be followed for the processing of Short Message Service (SMS) to
911.
Dispatchers assigned to receive Text-to-911 (SMS) messaging will log into the Comtech EMedia
9-1-1 platform at the beginning of their shift as messages will only be received when logged on.
Each dispatcher will ensure that the software is open and operational.
The EMedia software will be used in accordance with the training and policies that have been
developed and presented.
When the dispatcher is on break they will ensure that their assigned partner is available and they
will log off of the system by clicking on the at the top right corner of the screen to avoid receiving a
9-1-1 call that may go unanswered. SIMPLY CLOSING THE BROWSER WILL NOT LOG YOU
OUT AND MAY CAUSE SYSTEM ISSUES.
At the end of their shift, or a change in assignment, the dispatcher will log off of the system after
confirming their partner is available. During periods of a shift change, it is incumbent upon both
dispatchers to provide and receive briefing or call information that is relevant to any active SMS
calls for service.
Dispatchers may not turn down or silence the volume control as it is one of the indicators that a
new 9-1-1 text message has been received.
All 9-1-1 calls are processed equally without regard to hierarchy and therefore Text-to-911 (SMS)
lines will be accepted and answered immediately without delay and all calls shall be prioritized
based on the nature of the call whether voice or text.
Copyright Lexipol, LLC 2019/12/06, All Rights Reserved. TEXT TO 911 POLICY - 1
Published with permission by Delano Police Department