California’s Text-to-911 Falls Short in Geolocation Accuracy: Investigative Report
California’s new Text-to-911 feature, introduced in response to a state law requiring emergency texts to be accepted alongside voice calls, is facing criticism for its lack of geolocation accuracy and speed. While Text-to-911 has been hailed as a solution for individuals who are unable to make a phone call during an emergency, the system’s shortcomings in determining a caller’s location pose a serious problem.
According to Mark Fletcher, an expert with four decades of experience in 911 communications, location is crucial information for dispatchers, especially in life-threatening situations. However, California’s current system, built primarily for voice communications, struggles to provide accurate geolocation data for emergency texts.
When a 911 call is made, constant data exchange between the caller’s phone and a cell tower helps pinpoint their location. In contrast, when a text is sent, the process is delayed and less accurate. The text is first forwarded to a separate entity called a text control center, which then attempts to communicate with the cell phone carrier to establish the caller’s location. These additional connections lead to wasted time, which can be critical in emergencies where seconds count.
This issue not only affects the Deaf community but also individuals in dangerous situations where making a voice call may further jeopardize their safety, such as instances of domestic violence, home invasion robberies, or abductions. In California alone, law enforcement agencies received over 162,000 domestic violence calls for service last year.
To address the geolocation problem, the California Office of Emergency Services (Cal OES) has contracted a third-party location service. However, not all 911 centers in California utilize this service, exacerbating the issue. Cal OES spokesperson Brian Ferguson acknowledges that text-to-911 does not offer the same level of location accuracy as voice calls but emphasizes that it is not intended to replace traditional calls. The slogan Call if You Can, Text if you Can’t has become a nationwide campaign. However, critics argue that it discourages individuals from contacting 911 during emergencies, particularly those in the Deaf community.
To bridge the access gap, non-profit organization AccesSOS, founded by Gabriella Wong, has developed an app that determines the caller’s location using Wi-Fi or phone data. The app streamlines information gathering and generates a message containing critical details for dispatchers, including the longitude/latitude coordinates and the nature of the emergency. The app has already been introduced to the Deaf community and has garnered positive reactions.
While legislative changes may be necessary to address these geolocation issues, Wong believes that implementing technological solutions in the interim is crucial. AccesSOS aims to provide immediate assistance to those in need and ensure that everyone has equal access to emergency services.
