HomeMy WebLinkAboutIR 25-0053INFORMAL RESPONSE TO CITY COUNCIL MEMBERS No. 25-0053
pa7Ep To the Mayor and Members of the City Council April 15, 2025
° Page 1 of 3
#rVA SUBJECT: ECC & 911 TEXT Communication Systems
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The purpose of this informal report is to outline the text communication and information exchange
capabilities, utilized by the Emergency Communications Center (ECC), to engage with the
community.
Overview and Objectives
The Emergency Communications Center is dedicated to delivering exceptional customer service
and to ensuring clear, concise, and efficient communication with our community, in both emergency
and non -emergency situations. Our commitment to accessibility and service includes text -based
communication and information exchange, focused on seamless and efficient engagement for all
community members.
The objectives of our text communication and information exchange are:
Equal Access: Text-to-911 is a dependable alternative for requesting public safety
assistance when voice communication is not possible, poses a safety risk, or is hindered by
language barriers.
• Tarrant County 9-1-1 District (TC911) deployed Text-to-911 functionality, across
Tarrant County, in November 2020, as reported to M&C in same year.
• Ongoing community education, in partnership with TC911: "Call if you can, text if
you can't."
2. Efficient Communication: Our ECC teams can rapidly initiate outbound text to facilitate
both emergency and non -emergency communication. Additionally, they can request still
imagery and video, to enhance situational awareness and promote effective and efficient
public safety response. Utilization of non -emergency text communication can reduce call
takers' talk time, enhancing their readiness to respond to incoming 9-1-1 calls.
• November 2024: Needs assessment identified opportunity to test assistive technology to
shorten talk times, enhance situational awareness, gain enhanced location information
and eliminate language barriers.
• A no cost trial of Prepared Assist launched in response to the assessment; trial began
February 1, 2025
• Service enhancement realized as part of this trial:
o Shortened talk times by parsing requested non -emergency information, via text:
1. Enhance situational awareness through still images or video
2. Enhanced location information
3. Remove language barriers to support non-English speaking callers, through
Al powered language translation and transcription
ISSUED BY THE CITY MANAGER
FORT WORTH, TEXAS
INFORMAL RESPONSE TO CITY COUNCIL MEMBERS No. 25-0053
pa7Ep To the Mayor and Members of the City Council April 15, 2025
° Page 2 of 3
#rVA SUBJECT: ECC & 911 TEXT Communication Systems
i67'd
• Next Steps: Continue evaluating the effectiveness of the Prepared Assist solutions and
identify funding to extend trial by 1 year, and potentially adding paid functionality of Al
non -emergency call triage in future years.
3. Keep citizens informed: PowerEngage sends a courtesy notification for qualifying events
when a patrol officer's response is delayed by more than 45 minutes.
4. Evaluation: PowerEngage text surveys are used to assess community satisfaction with the
service provided by the ECC team.
Technology Platforms Used
9-1-1 Telephony System: Text-to-911
Prepared Assist: Outbound texting
PowerEngage: Courtesy delay notifications and community satisfaction surveys
Conclusion
The adoption of text communications in the ECC, supports public safety, accessibility, and
operational efficiency. Some key reasons, include:
Compliance with Federal Accessibility Standards — Ensures the ECC meets ADA
(Americans with Disabilities Act) requirements by providing equal access to emergency
services for individuals who are deaf, hard of hearing, or speech -impaired.
2. Equal Access — Supports diverse communities by offering alternative communication
options, including translation services for non-English speakers.
3. Enhanced Response — Enables discreet emergency reporting in situations where
speaking is dangerous, such as domestic violence, human trafficking, or active assailant
incidents.
4. Increased Resilience in Emergencies — Text messages can sometimes get through
when voice calls cannot, such as in low -signal areas or during network congestion in
disasters.
5. Modern Communication — Meets public expectations for digital accessibility and ensures
public safety services remain relevant and effective.
6. Operational Efficiency — Reduces non -emergency talk times by providing an alternative
means of communication; freeing up phone lines for emergencies.
ISSUED BY THE CITY MANAGER
FORT WORTH, TEXAS
INFORMAL RESPONSE TO CITY COUNCIL MEMBERS No. 25-0053
pa7Ep To the Mayor and Members of the City Council April 15, 2025
° Page 3 of 3
#rVA SUBJECT: ECC & 911 TEXT Communication Systems
i67'd
7. Evaluation of Service & Experience — Promotes accountability in public safety; validating
strengths and identifying opportunities for growth, to foster a consistently high level of
service to the community.
For questions regarding this information, please contact Aubry Insco, Emergency Management and
Communications, 9-1-1 Communications Administrator at 682-362-3360 or Sonny Saxton, Director
Emergency Management and Communications at 682-362-3914.
Jesus "Jay" Chapa
City Manager
ISSUED BY THE CITY MANAGER
FORT WORTH, TEXAS