Concord now has 911 emergency texting available

The Concord Police Department’s new 911 texting system may have already saved a life – even while the plan was still being tested.

According to Sgt. Kevin Halm, a dispatcher helped a suicidal woman over a series of text messages last summer.

“She was depressed and was thinking of killing herself,” Halm said. “The dispatcher texted back and forth. After about an hour or so, they figured out where she was and sent officers out to her and placed her on a mental health hold.”

The system, launched Sept. 16, is targeted at people who are hearing or voice impaired or are incapable of talking due to a medical emergency. Halm expects it will be used “fairly infrequently.”

“The gist of it is it’s always better to make a voice call. If the person speaks another language, we’re able to go through translation services,” he said. “There’s also other things the dispatchers are trained to hear – if there’s an argument in the background or the tone of voice. There’s a lot that gets lost in a text message.

“If you call, it’s way faster and it allows people to get help much faster,” Halm added, noting that a text doesn’t provide a location or caller ID information.

“Many departments are doing this to give people an extra option or ability to reach the police department,” noted Concord Cpl. David Petty. “It also helps people who are being victimized, and a conversation with a dispatcher might bring more of a danger to their situation. If it is an emergency, the operators will text back to determine their exact location and what help is needed.”

Rhonda James, CEO of STAND! For Families Free of Violence, says the system could be helpful for victims of domestic abuse.

“People do report sort of holing up in a closet with a child, so anything we can put in their toolbox is helpful,” she said.

However, she cautioned that a batterer could track a text trail. “It’s just one more thing to have to remember to erase,” said James, who recommends the 211 call and text system established for community information and referral services.

“We use 211 for trafficking victims,” she said. “Then their trafficker doesn’t necessarily know they were calling for help.”

The 911 text messages get directed to Concord dispatch if the cell tower is in the city’s jurisdiction. “If an agency didn’t have this text to 911 option, they (the victim) would receive a text back stating that they would have to call in,” Petty said.

Halm emphasized that the text system should “absolutely not” be used for non-emergency situations. “If you’re in a non-injury collision or just trying to ask a question, please call us,” he urged. “Don’t tie up that system as it is fairly labor intensive for the dispatchers.”

For more on the Concord Police Dept., visit www.cityofconcord.org/183/Police