Handling Text Message Calls to 9-1-1 in the PSAP
Full Name:
Handling Text Message Calls to 9-1-1 in the PSAP

Document Type: Informational
Number: NENA-INF-007.1-2013

The NENA Information Document (INF) for Handling Text-to-9-1-1 in the PSAP is intended to provide a guideline for PSAPs with recommendations for emergency calling to 9-1-1 using text messaging.

With today’s expanding technology, people have increased options for communication methods to the PSAP. People are using advanced telecommunications methods, both for peer-to-peer communications and for emergency calling. These newer methods of communication include, but are not limited to, wireless devices, videophones, video cameras, computers, and instant messaging technologies. The range of options will make it possible for people to contact PSAPs for any given emergency circumstance and request assistance via his or her communication preferences.

The use of non-voice communications such as texting, in particular SMS, has exploded and citizens have come to rely on this technology in their day-to-day communications. However, the current E9-1-1 system was never designed to handle non-voice communications. There will be several challenges to overcome in developing this new technology into an end-to-end service that is capable of providing all the features and functionality of the E9-1-1 system. Services such as the routing of messages to the correct PSAP, timely delivery of messages and providing device location to the PSAP are currently not widely available in today’s networks.



Committee Name(s): PSAP Operations

Created: 10/09//2013



NENA Information Document for Handling Text MessageCalls to 9-1-1 in the PSAP