Policy Text
SACRAMENTO POLICE DEPARTMENT
COMMUNICATIONS DIRECTIVE
COMMUNICATIONS DIRECTIVE 532.25
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532.25
Text-To-9-1-1
1-31-2023
PURPOSE
This Communications Directive establishes procedures for the handling of emergency calls received
via Short Message Service (SMS) text messages by Communications Division personnel.
POLICY
It shall be the policy of the Communications Division to respond quickly, professionally, and
accurately to all Text -To-9-1-1 requests for service.
PROCEDURE
A. GENERAL
1. Dispatchers shall comply with procedures pursuant to Communications Directive 410.02 (Telephone Answering, S ection A).
2. Dispatcher s receive Text -To-9-1-1 calls via the next generation technology.
3. Dispatchers shall search the number in the next generation technology portal for a location.
4. Dispatchers shall verify location information with the person who is texting the information.
5. Dispatchers shall question Text -To-9-1-1 callers using a combination of preset and typed
messages.
6. Dispatchers shall document all Text -To-9-1-1 calls in CAD using the appropriate incident type
code.
B. SYSTEM OPERATION
1. Logging on and off the next generation system
a. Dispatchers assigned to the t echnology desk shall log on Text -To-9-1-1 (SMS)
messaging via the next generation technology system at the beginning of their shift ,
as messages will only appear when the system is logged on.
b. When the assigned dispatcher is on a break or meal period, or when relieved from
the assigned position, they will ensure that they are logged of f the next generation
technology system and that the assigned relief person is logged into the system.
c. During periods of relief, it is incumbent upon both dispatchers to complete a briefing of call information that is relevant to any active SMS calls for service.
2. Receiving Text -To-9-1-1 SMS Messages
a. All texts are processed using the same priority criteria as incoming voice 911 calls.
b. Upon receiving a Text -To-9-1-1 SMS, dispatchers may place themselves “Not
Ready” on the phone system while actively corresponding in the text messaging
session.
c. Dispatchers entering a Text -To-9-1-1 SMS into CAD shall change the “how received
option” to “X”.
3. Location/Rebid
a. It is crucial that the incident location be obtained as soon as possible.
b. Due to the inaccuracy of the location normally provided; dispatchers shall run the
number in the next generation technology system.
c. Rebid is not required.
d. Once the location is confirmed, if the incident is not within Sacramento city limits, the
dispatchers shall:
(1) Advise the caller they are being transferred and include the agency name to
which they are being transferred.
(2) Enter an ADV incident noting the Text -To-9-1-1 call and the transfer.
(3) Direct the caller to make a voice call to 9 -1-1, if the appropriate agency cannot
process Text -To-9-1-1 calls, and if it is deemed safe for them to do so ; if not , the
call taker will verbally relay call information to the appropriate agency.
SACRAMENTO POLICE DEPARTMENT
COMMUNICATIONS DIRECTIVE
COMMUNICATIONS DIRECTIVE 532.25
Page 2 of 3
(4) Take the neces sary information (i.e. , location, caller name, synopsis, and phone
number) if the caller is unable to make a voice call and relay it to the
appropriate agency.
e. If the caller is reporting a medical or fire emergency, the dispatcher shall:
(1) Confirm that the request for medical attention is not due to any type of crime,
if known, or a situation requiring law enforcement.
(2) Transfer the Text -To-9-1-1 session to the Fire Department
(3) Call the Fire Department and relay all information to ensure it is received.
(4) Advise the caller to contact the Fire Department and provide the appropriate
telephone number.
4. Ending the Call
a. When ending a Text -To-9-1-1 session, the dispatcher shall confirm the address
again, and advise the caller that the text session is ending.
b. The dispatcher shall then end the session.
(1) Once the text session has ended, that text session cannot be restored or
initiated by dispatch.
(2) Only callers can initiate a text session and only dispatchers can end it.
C. CALL PROCEDURES
1. Nonresponse
a. If the dispatcher receives an initial text message that has been determined to be
nonresponsive, the dispatcher shall send a follow -up text message in an attempt
to establish communicati ons.
(1) The text message shall read, “The Sacramento Police Department is unable
to establish communication with you via text. I will be calling this device to
further assist you.”
b. If the text message res ponse is unsuccessful, the dispatcher shall attempt voice
communications by calling the caller.
c. If, based upon the original text, an emergency was determined to be taking
place, and a location was given, the dispatcher shall enter a call for service using
the appropriate type code pursuant to Communications Directive 532.18
(Wireless 911 Call Handling).
d. If, based upon the original text ,