Text to 9-1-1

9-1-1: Call if you can, text if you can’t.

image of cell phone with text: "911. Call if you can. Text if you can't."

Naperville’s Emergency Communications Center (ECC) accepts emergency texts to 9-1-1 from individuals who need immediate assistance but can’t talk to a telecommunicator. Anyone in Naperville’s jurisdiction whose cell phone uses Verizon, AT&T or T-Mobile’s networks can text their exact location and the nature of their emergency to 9-1-1, and a telecommunicator will respond.

It is still preferred that citizens call 9-1-1 if possible as it is faster and more reliable.

Using Text to 9-1-1 in an emergency might be helpful for individuals needing emergency assistance who are deaf, hard of hearing, have a speech disability, or are suffering a medical emergency that has rendered them unable to speak. It can also be used in situations where it is not safe to place a voice call to 9-1-1.

However, if citizens can make a voice call to 9-1-1 and it is safe to do so, that is the preferred method of reaching Naperville’s ECC. Voice calls are usually the fastest, most efficient way to reach emergency help.

If there is an emergency and you are unable to make a voice call, follow these steps to text 9-1-1 :

  • Know your location – Type your exact location as soon as possible.
  • Text what you need – Text what emergency help is needed: police, fire, and/or emergency medical.
  • Be clear – Send a short message without abbreviations, slang, emojis, photos or video attachments.
  • Stay calm – Answer questions and follow instructions from the 9-1-1 call taker.

Please remember that texting 9-1-1 is for emergencies only. Misuse of the service, like making a fake 9-1-1 call, is against the law.

Frequently Asked Questions

How do I know if I’m able to text 9-1-1?
Verizon, AT&T and T-Mobile/Sprint have taken the necessary steps to allow you to text 9-1-1 from your mobile phone. Customers whose carriers utilize one of those three networks and whose calls are being routed to Naperville’s Emergency Communications Center (ECC), can use the feature.  

How will I know if 9-1-1 received my text?
A telecommunicator will reply to your text when it is received. If Text to 9-1-1 is not available for any reason, you should receive an automatic “bounce-back” message from your wireless carrier stating that Text to 9-1-1 is not available and advising you to make a voice call to 9-1-1.  

Do I need to have a texting plan to send a text message to 9-1-1?
Yes. While all wireless phones have the capability to dial 9-1-1 regardless of whether that phone is active on a network, you can only send a text to 9-1-1 if you use a cell phone that has an active texting plan. Your mobile carrier’s regular texting rates will apply.  

When should I text 9-1-1?
Text to 9-1-1 is intended primarily for use in three emergency scenarios:

  1. An individual is deaf, hard-of-hearing, or has a speech disability.
  2. Someone is in a situation where it is not safe to place a voice call to 9-1-1.
  3. A medical emergency has rendered the person incapable of speech.

What are the challenges with Text to 9-1-1 services?

  • As with all text messages, texts sent to 9-1-1 may take longer to receive and respond to than a voice call, do not provide the location of the texter, could be received out of order, or may not be received at all.
  • Pictures or videos cannot be received by 9-1-1 at this time.
  • If you include anyone else on your text to 9-1-1 it may not be received by the 9-1-1 center.
  • Translation services for Text to 9-1-1 are not currently available in Naperville. Please text in English only or make a voice call.  

How do I text 9-1-1?

  • Enter the numbers “911” in the “To” or “Recipient” field.
  • The first text to 9-1-1 should include the location of the emergency and the type of help needed.
  • Push the “Send” button.
  • Be prepared to answer questions and follow instructions from the telecommunicator.
  • Text in simple words – no abbreviations, slang or emojis.
  • Keep text messages short.

Can I send the 9-1-1 telecommunicator a photo or video?
No. At this time, Naperville's ECC is not equipped to accept photos or videos attached to a text message. In addition, you shouldn’t try to send emojis to 9-1-1.  

Can I try to send a text to 9-1-1 to see if Text to 9-1-1 works from my phone? 
No. Calling 9-1-1 when there is no emergency is against the law. The same applies to texting 9-1-1. Don’t “test” to see if it works. You could tie up resources and prevent someone from receiving the help they need.  

What if I accidentally text 9-1-1?
Alert the call taker immediately of the accidental text and be prepared to answer any questions they may have to confirm there is no emergency.