Emergency Management | New Technology Enhances 911 Communication
Pitt County 911 is introducing new technology designed to help telecommunicators communicate more effectively with callers and provide first responders with more information during emergencies. The enhancements, provided through the North Carolina 911 Board as part of the Statewide 911 phone system, include real-time text translation and live video messaging, giving telecommunicators additional tools to assist residents when they need help most.
Pitt County has offered Text-to-911 services since 2015, allowing individuals to contact emergency services by text when calling isn't possible. While the service has been an important resource, communicating with callers who text in a language other than English has remained a challenge. Until now, messages were received in the caller's native language, often requiring additional steps to translate the conversation.
The new real-time translation feature removes that barrier. For example, if a caller's phone is set to Spanish and they text 911, the message will automatically be translated into English for the telecommunicator. Responses from the telecommunicator will then be translated back into Spanish before being delivered to the caller. This allows the conversation to continue more seamlessly and helps telecommunicators gather critical information without delays caused by language barriers.
In addition to text translation, the upgraded system introduces live video messaging. When appropriate, a telecommunicator can send a secure text message containing a link that allows the caller to temporarily share live video from their smartphone. Once the caller grants permission, telecommunicators can view the scene in real time and switch between the front- and rear-facing cameras if needed.
Live video can be especially useful during structure fires, large-scale incidents, situations where a caller cannot clearly describe what is happening, or when someone is unsure of their exact location. Seeing the situation firsthand can help telecommunicators assess what is happening and relay more detailed information to responding personnel.
“These new capabilities give our telecommunicators additional tools to better understand what is happening during an emergency and communicate more effectively with those who need help,” said Jimmy Hodges, Pitt County 911 Director. “Ultimately, these enhancements help us better serve our community when it matters most.”
The new technology is the result of a collaborative effort between the North Carolina 911 Board, Intrado, and AT&T. In early August, Pitt County telecommunicators received training on the new features to ensure they are prepared to use them when appropriate during an emergency. These enhancements come at no cost to Pitt County.
By embracing innovative tools that improve accessibility, eliminate communication barriers, and provide dispatchers with better situational awareness, Pitt County is continuing its commitment to delivering fast, reliable, and equitable emergency services for everyone in the community.
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