9-1-1 Usage
Public Education and Outreach
It is important that residents understand how to not only dial 9-1-1 but what information emergency telecommunicators need on a call. CAPCOG provides outreach and educational materials designed and developed to enhance the understanding of the 9-1-1 program. These materials are available to PSAPs and other public safety agencies throughout the CAPCOG region. The materials cover a broad range of topics associated with the proper usage of 9-1-1, wireless 9-1-1, Text to 9-1-1, and VoIP. They are available in English and Spanish.
CAPCOG Text to 9-1-1 PSAs
Text to 9-1-1 capabilities are available throughout the CAPCOG ten-county region — Bastrop, Blanco, Burnet, Caldwell, Fayette, Hays, Lee, Llano, Travis, and Williamson counties. This FAQ provides valuable information about how to text 9-1-1 and the service’s limitations. Residents should familiarize themselves with the service’s limitations before using it. To help residents understand more about the services, CAPCOG also created three Public Services Announcements (PSAs). Please feel free to share them.
These PSAs were developed to help educate the public about using the Text to 9-1-1 service in the 10-county CAPCOG region. Please feel free to share these PSAs across multiple media platforms.
Audio Transcript
Woman’s voice: Today. You can text 911. Now that texting is available, please remember that it’s only recommended when you can’t call, as it may take longer to get a response. Texting doesn’t share your location. Text where you are and your emergency first 911 call centers cannot receive group texts, pictures, videos, or emojis. Texts should only be sent in English. Text to 911 is available in the ten county region as a best effort service provided by cellular carriers. You do not get a text back, call 911. Remember, call if you can. Text. If you can’t, visit Capcom or text 911 for more info.
Text to 9-1-1 FAQs
What is Text to 9-1-1?
Text to 9-1-1 is the ability to send text messages from a U.S. phone number to local 9-1-1 call centers. Only use Text to 9-1-1 if making a voice call to 9-1-1 is unsafe or not possible. This service is especially beneficial to those who are hard of hearing, deaf, or speech-impaired. Some other examples of when Text to 9-1-1 would be beneficial:
- The caller cannot speak due to a threat, illness or medical condition.
- The caller has poor reception and can only send out a text message.
- Phone lines and cell phone towers are overwhelmed and only texts can get through.
Is Text to 9-1-1 available to me?
Text to 9-1-1 is available for Bastrop, Blanco, Burnet, Caldwell, Fayette, Hays, Lee, Llano, Travis and Williamson counties. Remember to “Call if You Can, Text if You Can’t.” Verizon Wireless, AT&T Mobility, Sprint, and T-Mobile have agreed to offer the Text to 9-1-1 service within the 10-county CAPCOG region.
What are Text to 9-1-1 limits?
Text messaging is a “best effort service” provided by cell phone service providers; meaning cell phone service providers do not guarantee a message will be or ever was delivered. Since the Federal Communications Commission hasn’t required them to guarantee the service, there is a chance that a 9-1-1 call center will not receive a text from a person having an emergency. Text messages also can take longer to receive, can be delivered out of order or may not be received. Additionally, Text to 9-1-1 does not work if the sender texts using a group message, emojis, sends pictures or videos. Apps that text other app users (such as WhatsApp) or texting via social media (such as Facebook Messenger) do not support Text to 9-1-1.
What languages can be used?
Text to 9-1-1 is only available in English. However, voice calls to 9-1-1 can be processed in multiple languages because all CAPCOG 9-1-1 call centers provide emergency interpretive services.
How do I know a 9-1-1 call center received my text?
Since texting is a “best effort service” by all cell phone service providers, the only way to know a text reached a 9-1-1 call center is when the center texts back. If you believe a text has not been received by a 9-1-1 call center, call 9-1-1.
Why is it better to make a voice call to 9-1-1?
Voice calls to 9-1-1 are the most efficient way to reach emergency help. That’s why the slogan for the service is “Call if You Can, Text if You Can’t.” Voice calls allow the 9-1-1 operator to quickly obtain information. Anyone can make a voice call to 9-1-1 using any wireless phone, regardless of the contract or plan. The disadvantages of texting to 9-1-1 include:
- Texting takes more time and is limited to the text messages.
- Texting is a best effort service. In some instances cell phone service providers may not relay the message from sender to the 9-1-1 center.
- A person cannot text to 9-1-1 without a service contract that includes texting.
- Texting to 9-1-1 does not automatically provide the location of the phone texting.
How do I Text to 9-1-1?
- Remember: “Call if You Can, Text if You Can’t.”
- 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 needed.
- Push the send button.
- Be prepared to answer questions and follow instructions from the 9-1-1 call taker.
- Text in simple words – do not use abbreviations.
- Keep text messages brief and concise.
- Once you have initiated a Text to 9-1-1 conversation, do not turn off your phone until the dispatcher tells you it is ok to do so.
Kari's Law
Kari’s Law requires Texas businesses and organizations with a multiline telephone system (MLTS) or private branch exchange (PBX) to provide direct access to 9-1-1 services without callers having to first dial an outside-line prefix. The law also requires all capable systems to notify a central location on site when a 9-1-1 call is placed. Businesses, schools, hospitals and other organizations that use MLTS’s in their office are responsible for knowing and addressing compliance with the law by Sept. 1, 2016.
Achieving Compliance
In the CAPCOG 10-county region, most organizations can avoid MLTS direct access to 9-1-1 issues by working with their MLTS service provider and coordinating with their local 9-1-1 call center. By following these simples steps any organization can verify they comply or can learn how to attain compliance with Kari’s Law.
- Contact your MLTS service provider to confirm your outgoing lines can directly dial 9-1-1.
- Schedule a test call by contacting the CAPCOG Emergency Communications Division at 512-916-6004 or [email protected]. CAPCOG Emergency Communications staff can also work with you to help resolve MLTS issues.
Requesting a Waiver
If a MLTS cannot meet Kari’s Law requirements without a substantial cost, organizations can request a one-year waiver. Organizations that receive the waiver must place an instructional sticker adjacent to or on all noncompliant, outbound capable telephones instructing the user how to access 9-1-1 services. Kari’s Law has a Sept. 1, 2016 deadline for compliance and waivers must be submitted before that deadline and no later than Sept. 1 of each following year.