New Way to Contact 911 in Erie County

Erie County has a new way for residents to get help in an emergency! “Text to 9-1-1” is now available to Erie County residents seeking assistance.

While traditional telephone calls to the system remain the preferred method of communication, the “texting” line is now available to individuals with speech or hearing impairments as well as situations where a telephone call is not possible -- such as when a crime is in progress or when the caller is facing domestic violence or abuse.

“Adding a texting component to the 9-1-1 system allows individuals who may not be able to speak into a telephone for whatever reason to access emergency help when it is needed, without ever speaking a word. In accidents with injuries, in domestic violence situations, or whenever a person can’t speak but needs help, a text to 9-1-1 will get assistance on the way,” said Erie County Executive Mark C. Poloncarz in a press release.

“However, everyone should be aware that use of the text to 9-1-1 service carries the same responsibilities as the traditional phone 9-1-1 system, and that this is not something to be abused. This is a life-saving resource, and frivolous or non-serious usage of the system could result in critical resources being diverted away from an individual who really needs help. The system is there to be used when it is needed, and as with the traditional 9-1-1 phone system, abuse of the system carries penalties.”

Text messages to 9-1-1 follow the same parameters as other texted wireless messages; callers are limited to 160 characters and reception and service will be limited if cell phone service is interrupted.

The county has been working with the mobile carriers in the area, such as Sprint, Verizon, AT&T and T-Mobile, to make sure the system is operational.

“Erie County will be one of the few counties in Western New York capable of handling text-to-9-1-1 calls,” said Michelle Kerr, Erie County’s Deputy Director of Law Enforcement Communications. “The 9-1-1 text message rings in similar to a normal phone call. The incoming text message will appear on all of our equipment. Once we answer the call, a text screen will open, at which point text dialogue with the caller can begin.”

In most cases Erie County’s equipment will be able to see the general location of the caller/texter. If for some reason text to 9-1-1 service is found to be unavailable, the caller will receive a text message instructing them to make a phone call because there is no text service available to 9-1-1 at that time. When the call is over, the caller will receive a text message confirming that the dialogue has closed.

To text 9-1-1 during an emergency:

• Enter the numbers “911” in the “To” field.

• The first text message to 9-1-1 should be brief and contain the location of the emergency and type of help that is needed.

• Push the “send” button.

• Be prepared to answer questions and follow all instructions.

• Text in simple words and do not use abbreviations.

Text-to-9-1-1 is not available if you are roaming. A text plan is required to place a text to 9-1-1. If texting to 9-1-1 is not available in your area, or is temporarily unavailable, you will receive a message indicating that texting 9-1-1 is not available and to contact 9-1-1 by other means.

Source: New Way to Contact 911 in Erie County

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