Special to the Effingham Herald
SPRINGFIELD – Effingham County E-911 has added a helpful instrument to its tool belt.
Director Jay Spinks announced April 11 that the agency is now able to receive text requests for emergency assistance. This technology is especially beneficial in domestic violence situations when victims are hiding from their attacker.
“In the past, we had to rely only on what we could hear in the background when someone was (trying to be quiet) in a dangerous situation,” Spinks said. “Some people have simply dialed 911 and laid the phone down. In those cases, all the information we could gather came from background noise.
"Now we can actually communicate with the caller. It goes back to ingenuity and technology.”
Despite the technological advance, Spinks recommends that citizens continue to make voice calls to 911 when possible. Voice calls allow information to be gathered more quickly.
“Text if you must, but call if you can,” he said. “We’d rather have a voice call but we know not all circumstances allow for that.”
Texting-to-911 technology has been available in Georgia’s larger communities for a few years.
“It’s just starting to branch down,” Spinks said. “We’re excited about it, but a little nervous, although I don’t see any major hiccups with it.”
A text allows E-911 communications officers to receive a caller’s location just like it does during a voice call.
“The way we process the call is a little different,” Spinks said. “It’s going to be along the same line as dealing with our deaf callers with TTY. It’s going to be along that same concept.”
TTY calls permit persons with a hearing or speech difficulty to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities. The Americans with Disabilities Act requires that they have direct, equal access to emergency response services.
In the event of an emergency, TTY users should call 911 directly and not make a TTY-based TRS call via 711 as they usually do.
While using his personal phone to show how the new system works, Effingham County E-911 B-Watch Supervisor Justin Wilson urged potential 911 texters to let communications officers ask them questions. They have several questions prepared in advance that are available with one keystroke and allow for quick answers. This prevents overlapping texts and waiting for callers to type lengthy descriptions of their situation that might leave out key details.
Spinks warned that texts to E-911 are dependent on cell signal availability, which is erratic is some areas, especially in the northern portion of the county.
“Texting 911 is just like calling 911,” he said. “The signal will vary depending on where you are.”
The director predicted that E-911 isn’t through with enhancements.
“Our next big venture coming down the pipeline -– and there really is no ETA on it -– is actually videoing directly to 911,” Spinks said. “Callers out in the field will be able to upload live video to us and we can forward it to the first responders.”
Spinks is appreciative that Effingham County E-911 has been given topnotch software and equipment to do its job.
“The Effingham County Board of Commissioners are an advocate of public safety,” he said. “They have always been great in doing their best to provide for public safety needs. We have been very proactive.”
