STATE OF MAINE – TEXT-TO-911 POLICY TEMPLATE

SUBJECT:   TEXT-TO-911 POLICY	NUMBER:  	
RESCINDS:	EFFECTIVE DATE:   	
REFERENCE:   	
DISTRIBUTION:  	REVIEW DATE:	
STANDARD:	

I.	PURPOSE
The purpose of this policy is to establish Inbound (Text-to-911) and Outbound Short-Message-Service (SMS) procedures for PSAPs.

II.	POLICY

It shall be the policy of the (your agency name here) to follow the procedures set forth in this policy for the processing of calls received via Short Message Service (SMS) text messaging.

III.	DEFINITIONS

A.	Data Center: A facility that houses Next Generation 9-1-1 system core services needed to process NG911 service requests. Each PSAP is associated with one of two data centers.

B.	Emergency Fire Dispatch (EFD): A fire protocol required by all PSAPs in Maine which is used to systematically obtain location, callback number, nature of the emergency and answers to key questions for responders while consistently providing needed post-dispatch instructions.

C.	Emergency Medical Dispatch (EMD): A medical protocol required by all PSAPs in Maine which are used to systematically obtain location, callback number, nature of the emergency and answers to key questions for responders while consistently providing needed post-dispatch instructions and pre-arrival instructions.

D.	Emergency Services Communication Bureau (ESCB): The Bureau within the Maine Public Utilities Commission responsible for implementing and managing 9-1-1 in Maine.

E.	Outbound SMS: An Outbound Short-Messaging-Service (SMS) call initiated by the Telecommunicator with a wireless caller. (This method does not utilize 9-1-1 lines therefore is not considered Text-to-911.)

F.	Public Safety Answering Point (PSAP): A facility with 9-1-1 capability, operated on a 24-hour basis, assigned the responsibility of receiving 9-1-1 calls and, as appropriate, directly dispatching emergency services or, through transfer routing or relay routing, passing 9-1-1 calls to public or private safety agencies

G.	Telecommunicator: An employee who has successfully completed the Emergency Telecommunicator Certification as required by the ESCB.

H.	Text-to-911: An Inbound Short-Messaging-Service (SMS) call to 9-1-1 initiated by a wireless text caller. While the session remains open, this dialog between text caller and Telecommunicator is inclusive of the term ‘Text-to-911’.

IV.	GENERAL

A.	Ownership - When a call arrives at (PSAP name), it is considered owned by this PSAP, and we are therefore obligated to take charge of the call, take immediate action, and provide all necessary and reasonable assistance to the caller. 

B.	Non-Jurisdictional Calls - In the event that an emergency text call is received by this agency that is not within the jurisdiction in which we provide police, fire or emergency medical dispatch service, the call shall be transferred to the appropriate PSAP and introduced verbally, unless the PSAP is not within the same Data Center. Because PSAPs not located within the same Data Center cannot physically take control of a text call, the original agency receiving the Text-to-911 message must verbally relay pertinent information and finish processing the text call.

C.	Caller Management - To effectively manage the caller, the Telecommunicator may ask the text caller if they can safely place a voice call. A text caller may be placed on hold to answer another incoming emergency call.

D.	Quality Assurance – Rules regarding quality assurance (QA) have been established to ensure the highest level of care for our citizens. For clarification purposes, QA starts when the receiving PSAP begins caller interrogation. A text log is available for retrieval within the Guardian Conversations tab or through the Management Information System (MIS). 

E.	Training – Telecommunicators hired before October 9, 2018 must successfully complete the Text-to-911 Knowledge Check through the ESCB. Telecommunicators hired on or after October 9, 2018 will receive appropriate Text-to-911 training through the 16-hour NG911 course which covers functionality of using the 9-1-1 APU, including how to process a Text-to-911 call and Outbound SMS call. 

F.	 Feedback – All PSAP staff are encouraged to report any issues regarding this policy to their immediate supervisor. Feedback includes suggestions for improvement as well as any problematic issues that may surface with its use. As appropriate, please forward feedback to the Emergency Services Communication Bureau.

V.	PROCEDURE

A.	In lieu of voice communications, callers may opt to contact the (your
agency name here) via SMS Messaging, also called texting. Calls received via SMS Messaging will come into the Center on a designated queue labeled as "TEXT" in the NG9-1-1 Info field accompanied by a Bell icon with ‘TXT’ below it in the Status window.
	
B.	If appropriate, when processing a SMS Messaging call, a Telecommunicator 
may place himself/herself as ‘Not Ready/Busy’ on the phone system until the
SMS Messaging call has been handled. 

C.	To initiate a two-way conversation the Telecommunicator will answer the call
coming in the order received like any other 9-1-1 call. Initial information will be gathered in the following order:

1. 	The caller shall be greeted with the same script that voice callers receive:
Example: “9-1 -1, where is your emergency?"

Wireless Phase 2 location on a Text-to-911 call is not equivalent to Wireless Phase 2 location in a voice call. Location shall always be verified.

2. 	The Telecommunicator may ask the caller if they can call in by
voice (if it is safe to do so).

3. 	The nature of the call shall be requested.

a) The Telecommunicator will provide the same level of service and the same protocol for text calls in need of Emergency Medical Dispatch and Emergency Fire Dispatch as they do for voice calls..

4. 	Once a text call is released, a system message is sent to the caller indicating that the session has been closed. A SMS Messaging session cannot be restored by the PSAP.  However, the telecommunicator may initiate an Outbound SMS message to regain contact with the caller in the event updated information is requested.

VI.	EFFECTIVE DATE:

This Directive is effective immediately, as approved by (your policy authority) on ________day of ________, 20___.

________________, Director
(PSAP name)