Text-to-911: Madison County adds lifesaving option for silent emergencies

 

Madison County residents are now able to send a text message directly to 911 when calling isn’t safe or possible.

The Madison County Emergency Telephone System Board (ETSB) launched Text-to-911, a new communication option that allows residents to contact emergency dispatchers via text message during life-threatening situations.

“Sometimes, calling just isn’t an option,” 911 Director Arron Weber said. “If you’re hiding during a domestic disturbance, have a hearing impairment, or find yourself in a situation where speaking could put you in danger, being able to text 911 can save your life.”

Next-Generation 911 (NG911) arrives in Madison County 

The system upgrade is part of the county’s transition to a Next-Generation 911 (NG911) network, designed to enhance reliability and accessibility for residents throughout Madison County.

Weber said the ETSB has been working closely with local dispatch centers and wireless carriers to ensure the system’s readiness. “This rollout brings us in line with national standards for modern emergency communications,” he said. “It’s about reaching people where they are — on their phones — and meeting them in the moments they need us most.”

Under the new system, when someone texts 911, their message will be routed to the nearest Public Safety Answering Point (PSAP) based on their current location, where trained telecommunicators can respond, request additional details, and send help.

‘Call if you can, text if you can’t’

While the service adds flexibility, Weber emphasized that voice calls remain the fastest and most efficient way to reach emergency responders.

“If you can call, please do,” he said. “A phone call lets our telecommunicators hear background noise, pick up on cues, and respond faster. But if you can’t safely talk — text 911.”

When to text 911

Officials provided several examples where texting could save time or lives:

• Domestic violence incidents where calling could alert an aggressor.
• Active shooter or burglary situations where silence is essential.
• Hearing- or speech-impaired individuals needing direct access to emergency services.
• Areas with a weak signal where text messages may still be transmitted when calls drop.

When texting 911, residents should include their exact location, the type of emergency, and whether anyone is injured. Photos, videos, and group texts are not yet supported.

Training, testing, and public awareness

Before the system went live, telecommunicators across Madison County’s 911 network completed training to handle text communications effectively. Test transmissions were conducted to ensure smooth operation.

The ETSB is launching a public education campaign to familiarize residents with the new option. “We want everyone — from students to seniors — to know how and when to use it,” Weber said. “Every second counts in an emergency, and this gives us another way to save lives.”

ETSB chair and PSAP manager praises collaboration

ETSB Chair Joe Petrokovich, who also serves as manager of the Wood River PSAP, said the project demonstrates countywide cooperation and the shared goal of improving emergency response for every community.

“This upgrade is about saving lives and making sure every resident — no matter where they are or what situation they’re in — can reach help when they need it most,” Petrokovich said. “Our board, our telecommunicators went, and our technology partners have worked hard to make this happen, and Madison County should be proud of how far our 911 system has come.”

Looking ahead

The Text-to-911 feature marks another milestone in the county’s broader effort to modernize emergency response systems. Future upgrades will include expanded GIS mapping and enhanced real-time location tracking.

“This is one more step toward a safer Madison County,” Weber said. “No matter what part of the county you’re in — rural or urban — help will always be just one message away.”