County announces text-to-911 service is live; dispatchers will respond by text when callers can’t speak

City council workshop — Emergency communications staff updated the council June 2 that text-to-911 capability has gone live for citizens and that dispatchers will handle texts similarly to voice calls when callers are unable to make a voice call.

An emergency communications staff member said the upgrade is part of a 911 refresh and that the city will release a joint press release with Franklin County and Pacific announcing text-to-911 service. "We're going to be releasing a joint press release to the Missouri and tomorrow with Franklin County and Pacific explaining that text to 911 is live," the staff member said.

Staff explained how the service will work: texters should include the address where they need assistance and will be able to exchange messages with a dispatcher. Location can be shared through a link that allows the texter to provide GPS coordinates; staff said the system can also attempt to locate a caller on the map like a voice cell call. Staff cautioned, however, that text messaging takes longer due to typing delays and that calling remains the preferred option when possible. "If you can't, then text," the staff member said. They also noted that the service is staffed by human dispatchers: "it's not AI. It's an actual dispatcher that will be, communicating with the caller or texter in this case."

Staff noted the upgrade uses a network connection (referred to in the record as "Azzinet") that improves reliability of location delivery but does not entirely eliminate issues caused by calls routing to distant towers. The staff member said text-to-911 makes requesting help possible when a voice call cannot be made, but that location verification and some routing issues can persist.

No council vote was recorded on this informational update.