Policy Text
CATEGORY DATE ADOPTED LAST REVIEW
1 06/06/2019
04/01/2022
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS439 – Text-to-911 1 SS439 TEXT–TO –911
SS439 .1 PURPOSE AND SCOPE
This procedure establishes guidelines for handling Text -to-911 messages.
SS439 .1.2 ACCREDITA TION STANDARDS
This procedure pertains to the following CALEA Standards: N/A
This procedure pertains to the following General Orders: N/A
SS439 .2 PROCEDURE
General Background
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.
Text-to-911 provides equal access to emergency services for the Deaf and Hard of Hearing
Community as well as an alte rnate method of reporting emergencies when traditional avenues
are unavailable.
As with standard practice in the Communications Center, Text -to-911 is for official business and
falls under the same standards for recording and retention.
Dispatchers shall use the Comtech EMedia software as designed in accordance with the training
and policies.
The following procedures are for the processing of Short Message Service (SMS) to 911.
Logging on and off of the TCS EMedia Services 9 -1-1 Platform
EMedia Te xt to 911 (SMS) messaging shall have two dispatchers assigned to take incoming text
at all times.
Logging on and off of the Comtech EMedia Services 9 -1-1 Platform
Beginning of Shift
Dispatchers assigned to receive Text -to-911 (SMS) messaging will log i nto 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.
CATEGORY DATE ADOPTED LAST REVIEW
1 06/06/2019
04/01/2022
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS439 – Text-to-911 2 The EMedia software will be used in accordance with the trainin g and policies that has been
developed and presented.
Breaks – Meal Periods
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 sign out at the top right corner of t he screen to avoid
receiving a 9 -1-1 call that may go unanswered. Upon return from break, the dispatcher will log
into the EMedia software. SIMPLY CLOSING THE BROWSER WILL NOT LOG YOU OUT AND
MAY CAUSE SYSTEM ISSUES.
End of Shift
At the end of their shif t, the dispatcher will log off of the system after confirming their partner is
available. During periods of 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.
SS439 .2.1 FEATURES
Volume Control
An audible alert will indicate an incoming 9 -1-1 text message. Dispatchers are not permitted to
turn down or silence the volume control.
Receiving a Text -to-911 Call
Prioritizing Calls
Text –to-911 (SMS) calls shall be answered with the same priority as 911 voice calls. Text -to-911
(SMS) lines will be accepted and answered immediately. Calls shall be prioritized based on the
nature of the call whether voice or text.
Location Accuracy
As a first priority, the dispatcher shall obtain the callers location. Text -to-911 routing varies
between cellular providers therefore should be treated as a Phase 1 call.
CATEGORY DATE ADOPTED LAST REVIEW
1 06/06/2019
04/01/2022
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS439 – Text-to-911 3 Rebid
At this time, the dispatcher is limited to a maximum of five rebids/refresh for updated locatio n
accuracy on the map. However, the legend below the map containing longitude and latitude have
no limitations. On the map, the highlighted number in the center
indicates the number of times the location has been
rebid/refreshed. Keep in mind these limitat ions as you process
the call.
Upon transferring to another PSAP, the PSAP receiving the text
will have another five opportunities to rebid/ refresh for the
location.
Dropdown Question Menu
The Quick Message feature or canned messages should be
used whenever possible to both expedite the call taking process
and for consistency between calls. The flow of the text
conversation should be the same as a voice 9 -1-1 call; location,
what is occurring, description, timeframe, weapons, or other
officer safety information. Dispatchers will not use jargon,
abbreviations, acronyms or slang but rather spell out questions
to avoid misunderstanding with the callers.
• Dispatchers will use the same protocol as they do
answering a 911 call :
“Tustin Police Department wh at is the location of the
emergency you are reporting?”
“911 emergency, what are you reporting?”
“911 emergency, do you need Police, Fire or Medical?”
• The callers’ location must be verified for routing.
• Obtain and verify the caller’s phone number. Ask i f it is safe for the caller to receive