Deaf and hard-of-hearing people can reach 911 through several methods, including texting 911 directly, using a video relay service with a sign language interpreter, or using a traditional text telephone (TTY). The best option depends on what technology is available and whether the local 911 center supports it.
Texting 911
The most straightforward option for many deaf people today is texting 911 directly from a mobile phone. You type “911” in the recipient field of a standard text message, then send your emergency, location, and the type of help you need. No special app or device is required.
The catch: text-to-911 only works in areas where the local 911 call center has set it up. As of mid-2020, roughly 40% of the approximately 6,100 emergency communications centers in the U.S. had implemented some method to receive texts, according to APCO International. Coverage has grown since then, but it is far from universal. The FCC maintains a downloadable list, updated monthly, of areas that support the service.
If you text 911 in an area that doesn’t support it, you won’t just get silence. FCC rules require wireless carriers to send you an automatic “bounce-back” message telling you the text didn’t go through and advising you to use another method, such as a voice call or a relay service. That bounce-back exists specifically so you don’t assume help is on the way when it isn’t.
When texting 911 does work, keep a few things in mind. Texts don’t automatically transmit your precise GPS location the way a voice call often does, so include your address. Use short, clear messages. The dispatcher will text back with questions.
Video Relay Service (VRS)
For people who use American Sign Language, a video relay service is often the preferred way to communicate in an emergency. VRS connects you through a sign language interpreter via a video call on a smartphone, tablet, or computer. You sign to the interpreter, and the interpreter speaks to the 911 dispatcher in real time, then signs the dispatcher’s responses back to you.
FCC rules require VRS providers to route emergency calls to the correct local 911 center and transmit your callback number and registered location automatically. That registered location is the physical address you provided when you signed up for the service. If you move or travel, you need to update that address through your provider, or the 911 center may dispatch responders to the wrong place. Most providers offer a simple way to update your location at no cost, but it’s something you have to do yourself.
The main limitation of VRS for emergencies is that it requires a broadband internet connection and a working camera. In a power outage or a situation where you can’t safely be seen on video, it may not be practical.
TTY (Text Telephone)
TTY devices, sometimes called TDD (telecommunications devices for the deaf), are the oldest method for deaf people to reach 911. A TTY is a small keyboard with a display screen that sends typed text as tones over a phone line. The 911 center’s TTY receives those tones and converts them back to text. All 911 centers in the U.S. are required to be TTY-compatible.
TTY communication uses a specific format called Baudot code and relies on a set of shorthand abbreviations. “GA” means “go ahead, your turn to talk.” “SKSK” means the conversation is over. “Q” stands in for a question mark. Dispatchers trained on TTY calls recognize these conventions and will respond in the same shorthand.
TTY use has dropped significantly as texting and video calling have become widespread, but the devices remain important as a backup. They work over traditional phone lines without needing an internet connection, which can matter during network outages. Some people also use a computer with TTY software and a modem to accomplish the same thing.
IP Captioned Telephone Service
Some people who are hard of hearing (rather than fully deaf) use captioned telephone services. These work like a regular voice call, but a captioning assistant transcribes everything the other person says into text displayed on a screen. The FCC requires these providers to automatically and immediately transfer emergency calls to the correct 911 center, and to prioritize emergency calls over non-emergency ones. If the call gets disconnected, the provider must reconnect the caller with emergency personnel.
One difference from VRS: captioned telephone providers are not required to pass your location information automatically to the 911 center. The captioning assistant will ask for your name and location at the start of the call.
Registering With Local 911 Programs
Some states and municipalities offer voluntary registration programs that flag your phone number in the 911 system so dispatchers know before they answer that the caller has a hearing, speech, or other disability. Massachusetts, for example, runs a Disability Indicator Program where you submit a form to your local 911 coordinator. Once your information is entered into the 911 location database, any call from your registered number automatically alerts the dispatcher to your communication needs.
These programs are free but not available everywhere. If your area offers one, registering in advance can save critical time during an emergency because the dispatcher will immediately know to switch to text-based communication rather than waiting for a voice response that never comes.
What to Prepare Before an Emergency
The single most important thing you can do is find out now whether your local 911 center accepts texts. Check the FCC’s list or contact your local emergency services. If text-to-911 isn’t available in your area, make sure you have a VRS app installed and your registered location is current.
Keep your address written out on your phone where you can copy and paste it quickly into a text. In a high-stress moment, being able to send your exact location in seconds matters. If you use VRS, know how to update your location when you travel, since the system will otherwise send the 911 center your home address regardless of where you actually are.
If you live with hearing family members or roommates, make sure they know you may need them to place a voice 911 call on your behalf in certain situations, particularly if the internet is down and text-to-911 isn’t supported locally. Having a backup plan isn’t a failure of the system. It’s a practical reality given that coverage is still expanding.