Policy Text
Procedure
8008Santa Ana Police Department
Santa Ana PD Procedures Manual
Copyright Lexipol, LLC 2020/05/05, All Rights Reserved.
Published with permission by Santa Ana Police DepartmentTEXT-TO-911 PROCEDURE - 1TEXT-TO-911 PROCEDURE
8008.1 PURPOSE
This procedure establishes guidelines for members assigned as Short Message Service (SMS)
message call takers, also known as text messaging, from wireless subscribers.
8008.2 BACKGROUND
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 traditional avenues
are unavailable. Text messaging provides support for wireless subscribers to send 911 SMS
messages to Public Safety Answering Points (PSAPs) by using a single code, 911, as the
destination address of the SMS message.
8008.3 BEGINNING OF SHIFT
1.There shall be two (2) SMS call takers, hereinafter referred to as call takers, assigned
to receive Text-to-911 messages.
2.Assigned call takers will log into the Comtech EMedia 9-1-1 platform, ( https://
emediatcs.com ) that shall be utilized to process all SMS messages. Assigned call
takers will ensure the software is open and operational.
3.If an assigned call taker leaves his/her workstation for any reason, he/she must log
out and ensure there is another call taker available and logged in to receive SMS
messages to avoid any SMS message going unanswered. Closing the browser will
not log out the session and may cause system issues.
4.Call takers shall not turn down or silence the volume control. An audible alert indicates
an incoming SMS message.
8008.4 ANSWERING SMS MESSAGES
1.SMS messages shall be answered with the same priority as 9-1-1 voice calls. SMS
messages will be accepted and responded to immediately.
2.Call takers shall use the following pre-set greeting script, “Santa Ana Police 911, do
you need police, fire department, or paramedics?"
3.All 911 calls and messages are processed equally without regard to hierarchy.
Therefore, Text-to-911 messages shall be prioritized based on the nature of the call.
4.Call takers shall process no more than two text conversations at once. The nature of
the emergency determines the highest priority SMS message.
(a)If a call taker receives multiple texts, he/she must respond to each message to
determine which one takes priority.
(b)If multiple texts are received about the same incident, the call taker must respond
to each message to ensure they are related and not different incidents.
Santa Ana Police Department
Santa Ana PD Procedures Manual
TEXT-TO-911 PROCEDURE
Copyright Lexipol, LLC 2020/05/05, All Rights Reserved.
Published with permission by Santa Ana Police DepartmentTEXT-TO-911 PROCEDURE - 28008.5 PROCESSING TEXT-TO-911 CALLS
1.Obtaining the texter’s location should be a top priority. Location accuracy varies
between wireless providers and each Lat/Long provided should be treated as Phase
1. The maximum number of rebids allowed for an updated location is five (5).
(a)The highlighted letter/number in the center of the map indicates the number of
times the location has been rebid/refreshed. Rebid should only be used if call
takers are unable to obtain a good location for the texter. These limits should
be considered as call takers continue to process the call.
(b)When transferring to another PSAP, the new call taker will receive a new
allocation of five (5) opportunities to rebid/refresh the location.
2.Call takers should use the list of frequently asked questions that are designed as
pre-set (canned) messages when possible; this expedites the call-taking process and
provides consistency between calls.
3.Call takers will not use text talk, jargon, abbreviations, acronyms, or group multiple
questions together. Questions will be spelled out and asked one at a time to avoid any
misunderstanding with a caller.
4.Citizen’s texting 911 who need police assistance, but do not have an emergency,
should be directed to call the Department's non-emergency number.
5.The call taker should ask the texter if they can call in (make a voice call) and if it is
safe for them to do so.
6.The call taker should ask the texter if it is safe for them to receive a call back from
9-1-1 and if they can receive one, should it become necessary.
7.The call taker should wait for a response before asking further questions.
8.When it is determined an emergency exists, a call for service shall be generated in
CAD and officers should be dispatched.
(a)If the call taker is unable to decide on the nature of the emergency, an unknown
trouble (927) call shall be entered into CAD with as much information as possible
for responding officers. When unsure if suspicious circumstances are present,
the call taker shall use good judgment and enter a call for service.
(b)If it is determined fire or EMS services are needed and the responding agency
is capable of receiving text sessions, the call taker will transfer the call via text
to the appropriate Fire/EMS agency. The call taker will send a text message to
the texter stating, "Please stand by. I am connecting you with Fire/Paramedics."
(c)If the call is in progress, the call taker should keep the text session open to obtain
updated information. He/she