Text to 911

Sometimes “what we know” and “what we don’t know” make for interesting circumstances.   Text to 911 is a prime example.   We know what the technology options are but we don’t have a lot of data to help PSAPs prepare for the non- technical issues, such as staffing. Just as with abandoned calls, text to 911 will require enhanced operator attention and increased call-processing time.  The total impact will be determined by frequency of calls received.  There is very little information available to assist PSAPs in planning to meet this need. The information relative to the number of 911 text calls is difficult to interpret. Texting trends in general might indicate high numbers of text messages to 911, but early deployments of text to 911 report sparse use. At some point a trend line will develop but today the available information is insufficient.

 It takes many months for PSAPs to ramp up staffing and establish new procedures to accommodate new services. Our PSAPs are understandably concerned. Their concerns go beyond hardware and connectivity to the heart of how they will deal with what they receive and how it will impact their existing performance levels.  If PSAPs are to accommodate this new tool for accessing 911, it will take planning at many levels. We have a long way to go in terms of preparation.  

Meanwhile, the information delivered to PSAPs with 911 calls or to supplement call data is another small matter of great importance.  Information is only as useful as the understanding it conjures.  Simply having “a lot of information” is not the goal.  Rather, having understandable information, credible information and pertinent information is the goal.   There are plenty of examples of how information benefits the PSAP and equally as many examples of negative impacts.  Many private business cases have developed that revolve around information provided to PSAPs. Data is not necessarily information and information is not always knowledge.  In every case, before information is sent to PSAPs, it should be carefully considered from the PSAP’s perspective.

PSAPs walk a fine line between speed and effectiveness. Staffing, performance and accountability constitute a delicate dance. Small inconveniences can become monster challenges when multiplied by hundreds of repetitions. A slight increase in call-processing time can bring performance down, drive staffing levels up and send budgets into the red zone. Many small factors influence PSAPs in significant ways. It has been said that we must plan today to implement technology two years from now that is, as yet, not even on the drawing board. As we plan for today and tomorrow, a holistic approach is required that includes a view from the PSAP’s perspective.  Getting calls delivered to the PSAP is one aspect of the service we provide, but effectively getting callers to a source of assistance takes considerable planning and insight by PSAPs.  Small things can make big differences.

Wanda McCarley is director of operations for Tarrant County (Texas) 911.