Text-to-911

Vermont leads the nation in providing state-wide coverage of Text-to-911

Since May 2014, customers of the four nationwide wireless carriers, Verizon Wireless, AT&T, Sprint and T-Mobile, can send a text message to 911 from locations in Vermont for emergency help. Thanks to these providers, 98% of wireless users in the state now have an alternative method to use in an emergency in the event that they cannot make a phone call.

Guidelines

• Customers should use the texting option only when a voice call to 911 is not an option. Making a voice call is still the most efficient way to get access to emergency services.
• As with any communication to 911, the texting function should only be used for emergency situations.
  
  • Emergency situations require a response from:
    
    • Police
    • Fire Department
    • Emergency Medical Services
• It is very important to provide the location of the event and the nature of the emergency in the first message.
  
  • The call taker may not be able to determine the cell phone location.
  • The call taker will need to convey the information from the texter to local first responders as quickly as possible.
• Abbreviations and slang, (IDK, THX, 2day, BTW, for example), should be avoided whenever possible.
• If you accidentally send a text to 911, be sure to follow it up with another text to let the call-taker know it was an accident and that there is no emergency.
• Texts to 911 have the same 160 character limit as other text messages.
• Wireless customers must have mobile phones that are capable of sending text messages.

Limitations

• Text messaging is considered a “best effort” service and there is no guarantee a text message will be sent, delivered, or received in a timely manner, if at all.
• Sending a text to 911 may take longer than a voice call because someone must enter the text, send it through the system and then the 911 call taker has to enter a text response and send it back.
  
  • Time is critical in a every emergency, and customers should be aware of this difference.
• Customers must be in range of their service provider's cell towers in Vermont.
  
  • If customers are outside or near the edge of the state when sending a text to 911, the message may not reach a Vermont  Public Safety Answering Point (PSAP).
  • If the text didn't go through, you should receive a bounce-back message that states:  Please make a voice call to 911.  There is no text service to 911 available at this time.

Questions

For questions about Text-to-911 contact us by E-Mail or by telephone at (802) 828-4911.