Emergency service call centers throughout the state of Massachusetts can now accept 911 text messages, according to a Wednesday press release from Gov. Charlie Baker’s office.
“All Massachusetts 911 call centers now have ability to receive a text message through their 911 system,” the press release reads. “Text to 911 allows those in need of emergency services to use their cellular device to contact 911 when they are unable to place a voice call.”
The announcement comes after a December soft-launch of 911 text services and is part of a statewide program called NextGen 911 that has been in the works since 2015, according to the Massachusetts office of public safety.
To contact emergency services by text message, the press release says to type “911” into the “To” field of a mobile device, the same way one would to send a regular text message.
Susan Schofield, supervisor of the Dukes County sheriff’s office communication center, emphasized that putting location in the text message was paramount on Martha’s Vineyard. The communication center handles all 911 calls on the Island, and then dispatches those calls to each town’s first responders.
“The most important thing is the location,” Ms. Schofield said. “That’s really key. The texts do not ping the same as a landline call. They aren’t as accurate.”
Ms. Schofield said that putting as much detail in the message as possible would help first responders. She suggested house number, street address and location of the person in the facility.
“For instance, if you’re upstairs, that’s very helpful to know,” she said.
Ms. Schofield stressed that the texting option should be used for emergencies only, and that calling — if possible — should be the first option. The press release urges those facing an emergency to “call if you can, text if you can’t.”
“It will take longer to handle a text rather than a voice call,” Ms. Schofield said.
The press release highlighted how these services can help domestic violence victims, and the deaf and hard of hearing community.
“Having the ability to contact a 911 call center by text could help those being held against their will or victims of domestic violence unable to make a voice call,” said Frank Pozniak, executive director of the State 911 Department in a statement. “Text to 911 also provides direct access to 911 emergency services for the deaf, hard of hearing and speech-impaired, which is a service that these communities did not have access to until now.”
The computer text response system will not be able to register video, pictures or emoticons. Ms. Schofield also said interpreter services were not currently available for 911 texts.
Text to 911 services are available immediately everywhere in the Commonwealth.
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