Emergency 911 is still inaccessible for many New Yorkers. How long do we have to wait?

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In New York City, where I live, the deaf and hard of hearing are out of luck when it comes to calling 911 for help.

Text 911 (or Text-to-911) is available in thousands of municipalities and counties across the United States. It can be life-saving not only for those who cannot hear but also for people with speech impediments, for those in hostage situations, in domestic violence disputes, or in active shooter scenarios, among others.

So where is New York City’s long-promised 911 texting system?

In June 2017 New York City’s Department of Information & Technology (DoITT) announced a plan for a fully digital 911 system that could handle texts, photos and videos as well as phone calls. That system, Next-Generation 911, was scheduled to launch in the first quarter of 2022. In the interim, the city would offer a more modest 911 texting service, expected to go into service by early 2018, according to the June 2017 announcement.

In November 2019, the City Council held a hearing to see why New York still lacks a basic Text 911 system. A panel of members of the Deaf community, speaking through interpreters, described harrowing experiences with 911. On a later panel, a man overcame his stutter to eloquently describe the insulting treatment he’d received from impatient 911 operators. Another speaker recalled being stranded at a highway bus stop at night with no way to communicate her whereabouts.

I testified on behalf of those with hearing loss and explained that even with a hearing aid and a cochlear implant I cannot hear well enough to respond to a 911 operator’s questions, especially on the street. I pointed out that the inability to report an emergency endangers not only the individual trying to make the call but others in the area. A deaf friend recently told me about encountering a dangerously disturbed man on the subway, who was agitated and aggressive to other passengers. Unable to call 911 and with no authorities in sight, she left, feeling “irresponsible and guilty for not following through.” It’s the city that should feel irresponsible and guilty.

Don’t hold your breath waiting for NextGen, which officials said is at least four years away. The city has yet to select a contractor for the system. Nor is the interim system anywhere in sight. Current estimates for the interim system are for the summer of 2020.

For more information about Text 911, go to the FCC’s Text-to-911: Quick Facts and FAQs. The FCC also maintains a frequently updated master list of areas that have Text 911.
Readers, if you’ve had difficult or dangerous experiences with 911, please comment. If you live in an area with Text 911, please share what that experience is like.


For more about living with hearing loss, read my books, available at Amazon.com. (If you want to buy the paperback of Smart Hearing, wait. Amazon has it listed at $18.25 for some reason. It should be $10.99.)

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4 thoughts on “Emergency 911 is still inaccessible for many New Yorkers. How long do we have to wait?

  1. It’s not just 911. I just spent a small fortune on Ring cameras, doorbells, and a complete alarm system. It turns out I can’t use the monitored alarm, because if the alarm is triggered, they call you to verify there’s an issue before calling the police. There’s no workaround and no text option (for a product owned by Amazon that is entirely cloud-based). I’d switch to an alarm company that has more modern options, but so far I haven’t found one.

    Telephones were invented in 1876, and it’s shocking how many organizations are still stuck in that era.

    Liked by 1 person

  2. Decided to look up Smart 911. Not available in NYC, apparently. Although it is in Nassau County. Can’t quite figure out Rapid SOS. Looks like they are in the business of setting up enhanced emergency response systems. Ironically, they are headquartered in NYC.


    • We have neither right now. Luckily a good captioned smart phone system now exists. Innocaption. So even if you have to call you will still be able to see the response. But we really do need Text-911.


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