[Durham INC] Durham 911 Center Extends Texting Trial

Tue May 1 10:10:35 EDT 2012

CITY OF DURHAM

Office of Public Affairs

101 City Hall Plaza

Durham, NC 27701

News Release

For Details, Contact:

Amy Blalock

Sr. Public Affairs Specialist

(919) 560-4123 x 11253

(919) 475-7735 (cell)

Amy.Blalock at DurhamNC.gov

For Immediate Release:  May 1, 2012

Durham 911 Center Extends Texting Trial for Emergency Help

Trial Period Extended to July 31 for Verizon Wireless Customers 

DURHAM, N.C. - In order to continue to gauge the effectiveness of the
new "text-to-911" technology, the Durham Emergency Communications Center
and Verizon Wireless are extending the trial period beyond yesterday's
deadline to now end on July 31, 2012. 

In August 2011, Durham residents and visitors who were also Verizon
Wireless customers could send a text message to 911 for emergency help
as part of a trial to test the potential of permanently offering this
new technology. In order to have even more data to determine whether
this technology will be offered beyond the trial period, the Center is
extending the trial date for a second time and will now accept emergency
texts until the end of July.

According to James Soukup, director of the Durham Emergency
Communications Center, this texting trial is still specifically designed
for two types of emergency scenarios - to help potential victims who
can't afford for someone to hear them make a 911 voice call as well as
for deaf or hard-of-hearing residents who may be unable to speak to a
telecommunicator. According to Soukup, since the "text-to-911" is still
a trial program, there are several parameters that users should be aware
of before sending an emergency text message to 911. "There can be
limitations to sending an emergency text message and that's why we are
extending the trial period again by another three months so we can
continue to test and evaluate all of the aspects of this technology
before any potential widespread use," Soukup said. "We understand the
interest and potential value of this technology, but given the needs of
public safety, it is imperative that we thoroughly examine all scenarios
to see if this type of technology works and if any problems arise that
must be corrected before 'text-to-911' technology could be implemented
on a widespread level." 

Verizon Wireless customers in Durham should keep the following in mind
if they send a text to 911 during the extended trial period: 

*         Customers should use the texting option only when calling 911
is not an option. 

*         It can take longer to receive a text message because someone
must enter the text, the message then goes through the system, and the
911 telecommunicator must read the text and then text back. Picking up
the phone and calling 911 is still the most efficient way to reach
emergency help. Texting is not always instantaneous, which is critical
during a life-threatening emergency. 

*         Providing location information and nature of the emergency in
the first text message is imperative since the Durham Emergency
Communications Center will not be able to access the cell phone location
or speak with the person who is sending the text. Text abbreviations or
slang should never be used so that the intent of the dialogue can be as
clear as possible. 

*         Customers must be in range of cell towers in the Durham County
area. If customers are outside or near the edge of the county, the
message may not reach the Durham Emergency Communications Center.

*         Texts sent to 911 have the same 160 character limit as other
text messages.

*         Verizon Wireless customers must have mobile phones that are
capable of sending text messages. Any text message to 911 will count
either against their messaging bundle or be charged at 20 cents each.   

*         At this point in the trial period, the messaging software
pre-loaded onto the Droid from Motorola (original version) does not
format text messages correctly when the digits 911 are entered as the
"To" address.  Installing the free "Verizon Messages" application for
Droids (version 1.3.24a) from the Android Market fixes this issue.

*         The texting function should only be used for emergency
situations that require an immediate response from police, fire, or
emergency medical services. Non-emergency issues should still be
communicated to the Durham Emergency Communication Center through its
non-emergency line at (919) 560-4600.

The trial test is part of a collaboration between the City of Durham,
Verizon Wireless, and Intrado. Intrado, which is an emergency
communications technology provider, installed next-generation 911
software at the Durham Emergency Communications Center in 2011, which
now enables text messaging between the center and Verizon Wireless
customers.

The Durham Emergency Communication Center is the first 911 center in
North Carolina, as well as the second 911 center in the United States,
to enable "text-to-911" technology using 911 digits and live call
takers. The first and only other 911 center using Intrado's technology
is Black Hawk County, Iowa. The "text-to-911" software extended trial
period is still at no cost to the Durham Emergency Communications
Center.

For more information about the "text-to-911" extended trial, visit the
City's website at http://DurhamNC.gov/ich/op/911/Pages/Home.aspx or
contact Soukup at (919) 560-4191 or by email at 
James.Soukup at DurhamNC.gov. 

About Durham Emergency Communications Center 

The Durham Emergency Communications Center is the primary public safety
answering point for the City and County of Durham. Guided by the City's
Strategic Plan, the Center helps to ensure that Durham is a safe and
secure community by providing around-the-clock 911 access and services
to the residents and user agencies in and around Durham County. Services
include, but are not limited to, emergency and non-emergency requests
for assistance; dispatch of police, fire, and emergency medical
services; other city/county support agencies; and other duties as
required. The geographic service area encompasses 296 square miles with
approximately 250,000 residents. The Center has earned the
internationally recognized APCO Project 33 Certification from the
Association of Public Safety Communications Officials International,
Inc.; Emergency Medical Dispatch Accreditation by the National Academy
of Emergency Medical Dispatch; and accreditation by the Commission for
Accreditation of Law Enforcement  Agencies. The Center was the first,
and currently, one of only three centers in the world to hold these
three accreditations simultaneously. To learn more, visit 
http://DurhamNC.gov/ich/op/911/Pages/Home.aspx.  

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