Iowa 9-1-1 Call Center First to Successfully Trial 9-1-1 Text Messaging

Black Hawk Consolidated Public Safety Communications Center has become the first 9-1-1 Call Center in the nation to successfully receive text messages sent directly to 9-1-1. A broad team of communications companies worked collaboratively to support the public safety needs of the 31 million citizens with speech and hearing issues who rely upon text messaging as a primary means of communications. Currently they must communicate with 9-1-1 operators using a relay center or a specialized communications device. This groundbreaking effort allows people with speech difficulties, deaf or hard-of-hearing to use text messaging to communicate directly with a 9-1-1 operator in an emergency. The team of companies including i wireless, Intrado Inc., Positron Public Safety and RACOM Corporation were involved in this effort.

"The successful testing of text messaging to 9-1-1 from a wireless telephone is a tremendous emergency services advancement for individuals who have sensory disabilities," said Richard Ray, chair of the National Emergency Number Association's (NENA) Accessibility Committee. “I urge public safety agencies to accelerate the deployment of this technology and to encourage, support and celebrate efforts such as this."

“Increasingly text is becoming the way people communicate and public safety must be able to support 9-1-1 text messaging,” said Chief Thomas Jennings, chairman, Black Hawk 9-1-1 Board. “We are excited to have the opportunity to participate on a solution to enable 9-1-1 texting for the Speech and Hearing impaired community as well as set the stage for adoption by the larger texting population.”

“The state of Iowa has a long history of pioneering advancements in 9-1-1 technology as a way to enhance the safety of all of our citizens,” said David Miller, administrator, Iowa Homeland Security and Emergency Management Division. “We are proud to be part of this initiative to assist the speech and hearing impaired.”

The new enhancement to 9-1-1 utilizes Short Message Service (SMS) to establish a text conversation directly between the ‘caller’ and the 9-1-1 operator. While SMS was not initially developed for use in public safety it has gained widespread acceptance by the Speech and Hearing Impaired Community and is becoming an increasingly popular form of communication. CTIA - the Wireless Association, a wireless industry organization, estimates that the number of SMS text messages exceeded one trillion in 2008. As part of this program techniques have been identified that will improve the overall speed and reliability of 9-1-1 SMS to make it even better for public safety communications.

“This effort was driven by our desire to support the public safety needs of the speech and hearing impaired,” said George Heinrichs, Intrado president. “This breakthrough will not only enhance their safety but the safety of others who find themselves in special circumstances where texting is the best available means to contact 9-1-1.”

“We are excited to be a part of this landmark project to enable our deaf and hard-of-hearing subscribers to text message to 9-1-1,” said Michael Haskins, i wireless chief executive officer and chief operating officer. “i wireless has a strong commitment to public safety and to bringing innovative services to our customers, and this pioneering project creates a new method for requesting emergency services. We are proud to be the first wireless carrier to provide this capability.”

“The ability to reach the 9-1-1 center by text message will undoubtedly benefit millions of Americans, especially those who are members of the Speech and Hearing Impaired Community who rely on text messaging as their sole form of mobile communication,” said Brian Fontes, chief executive officer, NENA. “Today’s announcement demonstrates what can be achieved through commitment and dedication to improving public safety and helping those who rely on 9-1-1 for help.”

The trial solution in Black Hawk County is in restricted test mode with plans to go live in early July of 2009. Black Hawk County citizens will be notified when the service is available. To find out when this service will be available in your area please contact your wireless carrier. It’s important to note that a voice call remains the best way to contact 9-1-1. Texting to 9-1-1 should be limited to use in situations where a voice call is not possible.

About Black Hawk Consolidated Communications

Black Hawk Consolidated Communications was created as a combined center to provide the most effective emergency communications for the Public Safety Agencies and for the citizens of Black Hawk County. Providing reliable, effective and courteous service to all Agencies and to the public who call on for information and assistance by answering calls promptly and by dispatching the appropriate response units in a timely manner. Radio dispatchers, always mindful of the safety and welfare of the units in the field, providing them with support and assistance with as much accurate, appropriate and timely information as they may need to perform their duties in a safe and effective manner. As 9-1-1 operators, first response in an emergency. Provide assistance and instructions in accordance to EMD protocol and SOP’s always keeping in mind the need to bring a situation under control and to provide for the safety of the responding units.

About the Iowa Homeland Security and Emergency Management Division

The Iowa Homeland Security and Emergency Management Division not only provides information in times of emergency, but also works to empower Iowa’s citizens to prepare themselves in advance of disaster and emergency situations through its BeReadyIowa.org Web site and preparedness campaigns. Additional information on Division activities are published in a bi-weekly electronic newsletter, other informative publications such as the Division's annual report, and through its speaker’s bureau.

About Intrado

For over 30 years, Intrado has played a key role in helping to define, build and maintain the complex emergency communications system in North America. Intrado provides the core of the 9-1-1 infrastructure and has supported over 1 billion 9-1-1 calls. Intrado is partnering with public safety agencies and telecommunications carriers to deliver the next generation of 9-1-1 technology and services.

About i Wireless

Founded in 1997 and headquartered in Urbandale, Iowa, i wireless is a partnership between T-Mobile USA and Iowa Network Services. i wireless has over 250 full-service company stores and authorized dealers across Iowa and western Illinois offering customers the largest regional and nationwide coverage on the most advanced all digital GSM voice and data network.

About RACOM Corporation

RACOM delivers best-of-class wireless, voice and data networks and network applications to public safety, utility and other mission-critical communications users. The company is headquartered in Marshalltown, IA and serves the upper Midwest with future-proof, cost effective and configurable network solutions.

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