Hilliard-area residents who are deaf, hard of hearing or have speech disabilities can now text 911 in an emergency instead of making a voice call.
Sheriff Dallas Baldwin's office announced on X on Aug. 12, that Text-to-911 is active countywide, calling it a safe and reliable resource for Franklin County residents. The service covers all areas served by the Hilliard Division of Police and Norwich Township Fire.
The activation gives a critical tool to residents who previously had no direct way to reach dispatchers during an emergency. It also applies to anyone in a situation where making a voice call would be unsafe.
How it works
According to Franklin County's emergency management page, residents should follow five steps:
- Enter 911 in the "To" field on their phone
- Text the exact location of the emergency
- Briefly describe what kind of help is needed
- Hit "Send"
- Respond to the dispatcher's follow-up messages
Location is key. Unlike a voice call, which can transmit GPS data automatically, a text requires the sender to type out where they are.
Voice calls still preferred
The Sheriff's Office was clear: voice calls remain the best way to reach 911. Dispatchers can gather more information faster through a phone conversation, and callers can describe evolving situations in real time.
The county's guidance is to text only when a voice call isn't possible, whether because of a hearing or speech disability or because speaking aloud would put the caller in danger.
Under FCC rules, all U.S. wireless carriers must deliver emergency texts to 911 centers that have opted in. If a resident tries to text 911 in an area where the service isn't yet available, their carrier is required to send a bounce-back message telling them to contact emergency services another way.
What Hilliard residents should know
The service works from any mobile phone with texting capability. Residents do not need to download an app or register in advance.
For non-emergencies, the Franklin County Sheriff's Office can be reached at 614-525-3333. That line, unlike the office's social media accounts, is monitored around the clock.
