Statewide NG911 Call Handling System

Comprehensive Emergency Communication Platform Across the State

Operations

Text-to-911

August 26, 2016 marked the one year anniversary of the first PSAP migration to the Kansas State 911 Board’s call handling solution. Participation in the program is voluntary and at the discretion of the PSAP or jurisdiction. The call handling solution includes AT&T and their partners, Airbus and ECaTS. The Kansas Data Access and Support Center (DASC) continues to provide GIS and web portal support. See the Statewide NG911 Value Statement below for more information on the call handling solution.

Text to 911 is coming soon to Kansas PSAPs on the Kansas State 911 Board’s Call Handling System.  Updates will be posted on this page.

Look for the message icon on your cell phone. Put 911 in the number field of your text message screen. Then, put the location and type of emergency in the message field.

Texting is intended to benefit people that may not be able to speak due to an emergency such as a home invasion or abusive partner, as well as individuals who are deaf, hard of hearing, or have limited speech capabilities.

You can see the map of which 911 agencies this initiative covers above.

Texting should ONLY be used when you are unable to make a voice call to 911. If you are able to place a voice call, we are able to gather information more quickly from you about the emergency, your location and what hazards responders may encounter. If, however, you are unable to place a voice call, Text-to-911 is an option you can use to share this same information.

The key thing to remember is Call if You Can, Text if You Can’t.

The 911 Call Center cannot identify the person’s exact location. In fact, location accuracy is worse with text messages than when you call into 9-1-1. Additionally, it can take more time for a call taker to respond to a written text messages or we may receive gaps if messages don’t come through.

Anywhere 911 text services are not available, callers should receive a “bounceback” message that says text-to-911 is NOT available in that area.

For the moment, 911 can only accept written words. Accepting pictures and video will be coming in the future; however, many of the carriers cannot transmit multi-media messaging (MMS) at this time.

No, most phones turn emoticons into multi-media messages (MMS) which are currently blocked by the phone carriers. This means your whole message to 911 may be garbled or simply won’t come through at all to 911.

No. If your phone is in roaming mode or you add 911 to a group text, we will not receive your message.

There is no cost to the person texting 911. You must have a text or data plan with your wireless provider to text 911.

The FCC required the wireless carriers to offer Text-to-911 service.

At this time, the Federal Communications Commission (FCC) has only placed a regulation on the wireless carriers to make text available. Currently, 911 centers are not required to accept text messages.

Statutory Requirement

K.S.A. 12-5380 requires that:

“The governing body of each city and county shall provide or contract for the 24-hour receipt of wireless emergency calls for all wireless service areas within the jurisdiction of the city or county.”

Given the nature of SMS Text-To-911 calls and the statutory mandate to provide answering of wireless emergency calls, it is apparent to the Council that participation in receiving SMS Text-To-911 is not optional, but is rather a statutory duty. It is therefore, the opinion of the Council that all Kansas PSAPs must either provide or contract for the 24-hour receipt of SMS Text-To-911 messages for all wireless service areas within their jurisdictional boundaries.

Americans with Disabilities Act (ADA) Applicability

Title II of the ADA covers telephone emergency service providers and other State and local government entities and instrumentalities. The Americans with Disabilities Act (ADA) requires all PSAPs to provide direct, equal access to their services for people with disabilities. There is a current pending lawsuit, in the U.S. District Court for the District of Arizona, which specifies that in Maricopa County, and the City of Surprise, a person who is deaf or hard of hearing cannot contact 911 via text and as a result is in many circumstances wholly unable to access 911 services that are “critically necessary and available to individuals without disabilities. The failure to make 911 accessible to individuals with disabilities violates both Title II of the Americans with Disabilities Act of 1990, and Section 504 of the Rehabilitation Act of 1973, 29 U.S.C. § 794 (emphasis added).

911 call if you can text if you can't

Kansas Hosted 911 Platform – Operational Overview

The KS state 911 board hosted NG911 platform is a statewide solution designed to deliver consistent, high-quality emergency communications infrastructure to Public Safety Answering Points (PSAPs) across Kansas. Built on principles of public safety, efficiency, transparency, interoperability, equity, collaboration, and continuous improvement, the platform ensures that every 911 call is supported by reliable, standards-based technology. While most PSAPs in Kansas participate in this shared system, the Mid-America Regional Council (MARC)—operates its own independent 911 solution and is not part of the Kansas State 911 Board’s hosted platform.

Each call handling position deployed through the statewide system includes a comprehensive suite of tools and technologies designed to ensure seamless emergency response:

  • Motorola Vesta Call Handling with a 22” monitor for intuitive call management
  • RapidDeploy Radius Mapping Solution with a 22” monitor for precise caller location tracking
  • Instant Recall Recorder (IRR) for immediate playback of recent calls
  • Genovation Keypad and SAM Audio Device for enhanced audio control
  • RapidDeploy Eclipse MIS for real-time performance analytics
  • 2 Serial Data Spills for data integration
  • Cisco Network Router Switch for secure connectivity
  • Workstation and Backroom UPS Systems for power continuity
  • Local Admin Line Analog Gateway – 4 Port for administrative communication
  • Network Printer for documentation and reporting
  • Primary Network Circuit, Backup Broadband Circuit, and Backup LTE Circuit for resilient connectivity
  • Bi-Directional Amplifier (BDA) available if required, with hardware and installation costs covered up to $5,000
  • 24×7 Managed Services Monitoring of CPE and Preventive Maintenance Services for the duration of the contract
  • Full Installation, Testing, and Maintenance Training to ensure operational readiness

Optional enhancements are available to meet the evolving needs of PSAPs, including:

  • Additional Serial Data Spill (4 port)
  • Additional Analog Admin Phone Gateway (4 port)
  • Soft Phone (Half Position)
  • ACD (Automatic Call Distribution) Position
  • AAC (Automatic Abandoned Callback)
  • Host Redundancy (System Selector)
  • Smart Transcription
  • 32” Monitor Upgrade with Smart Transcription
  • PRI Gateway
  • Redundant LTE Backup Circuit
  • Redundant System Router
  • i3 Recording Firewall Package
  • Circuit Bandwidth Upgrade
  • Touchscreen Monitor
  • Wall Display Board

This platform reflects our dedication to shared value and interoperability, aligning with national standards like NENA i3 to ensure seamless communication across jurisdictions. By investing in scalable, future-ready infrastructure, the Kansas 911 Board continues to build a safer, more connected Kansas—one call at a time.

Text-to-911 FAQ’s

Look for the message icon on your cell phone. Put 911 in the number field of your text message screen. Then, put the location and type of emergency in the message field.

Texting is intended to benefit people that may not be able to speak due to an emergency such as a home invasion or abusive partner, as well as individuals who are deaf, hard of hearing, or have limited speech capabilities.

Texting should ONLY be used when you are unable to make a voice call to 911. If you are able to place a voice call, we are able to gather information more quickly from you about the emergency, your location and what hazards responders may encounter. If, however, you are unable to place a voice call, Text-to-911 is an option you can use to share this same information.

The key thing to remember is Call if You Can, Text if You Can’t.

State 911 Centers have the option to turn on photos and video.  Check with your local 911 center.

No, most phones turn emoticons into multi-media messages (MMS) which are currently blocked by the phone carriers. This means your whole message to 911 may be garbled or simply won’t come through at all to 911.

No. If your phone is in roaming mode or you add 911 to a group text, we will not receive your message.

The FCC required the wireless carriers to offer Text-to-911 service.

At this time, the Federal Communications Commission (FCC) has only placed a regulation on the wireless carriers to make text available. Currently, 911 centers are not required to accept text messages.

Statutory Requirement

K.S.A. 12-5380 requires that:

“The governing body of each city and county shall provide or contract for the 24-hour receipt of wireless emergency calls for all wireless service areas within the jurisdiction of the city or county.”

Given the nature of SMS Text-To-911 calls and the statutory mandate to provide answering of wireless emergency calls, it is apparent to the Council that participation in receiving SMS Text-To-911 is not optional, but is rather a statutory duty. It is therefore, the opinion of the Council that all Kansas PSAPs must either provide or contract for the 24-hour receipt of SMS Text-To-911 messages for all wireless service areas within their jurisdictional boundaries.

Americans with Disabilities Act (ADA) Applicability

Title II of the ADA covers telephone emergency service providers and other State and local government entities and instrumentalities. The Americans with Disabilities Act (ADA) requires all PSAPs to provide direct, equal access to their services for people with disabilities. There is a current pending lawsuit, in the U.S. District Court for the District of Arizona, which specifies that in Maricopa County, and the City of Surprise, a person who is deaf or hard of hearing cannot contact 911 via text and as a result is in many circumstances wholly unable to access 911 services that are “critically necessary and available to individuals without disabilities. The failure to make 911 accessible to individuals with disabilities violates both Title II of the Americans with Disabilities Act of 1990, and Section 504 of the Rehabilitation Act of 1973, 29 U.S.C. § 794 (emphasis added).

Standard Operating Procedures

“These sample policies represent the Kansas State 911 Board’s recommendation for agency policy surrounding the issue addressed.  The Board makes no representation that the policy is sufficient in form or content nor as to its defensibility in any legal action.  The Kansas State 911 Board will not be liable for any damages, losses or causes of action of any nature arising from any use of this policy.”

Sample Policy

  • Kansas NG911 Text-to-911 Sample Policy