Long Beach 911 Callers Can Now Receive Text Updates While Waiting for Help

A new yearlong pilot program sends confirmation messages and, in some cases, updates to Long Beach residents waiting for public safety assistance.

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Adrian Morales

Adrian Morales covers breaking news, public safety, and community stories across Long Beach for Long Beach Classic.
Example of the 9-1-1 call update notifications being tested by the City of Long Beach as part of its new pilot program. Courtesy of the City of Long Beach.

Long Beach has introduced a new system that can send text-message updates to people after they call 911, giving callers confirmation that their request was received and letting them know when they may still be waiting for assistance.

The yearlong pilot program launched Aug. 10 through the City of Long Beach Department of Disaster Preparedness and Emergency Communications.

How the New 911 Text Updates Work

Under the program, cellular callers may receive a text from the Long Beach Emergency 9-1-1 Communications Center confirming that their call for service was received.

The confirmation system is intended for calls such as noise complaints, parking violations and requests for a police report. Critical, life-threatening Priority 1 emergencies are excluded from the confirmation notifications.

The message includes an incident number and tells the caller that public safety personnel will be dispatched as soon as possible.

Callers May Also Be Updated About Delays

When Long Beach is experiencing a high volume of calls or responding to an incident requiring significant public safety resources, some non-life-threatening calls may face delays.

Instead of leaving callers wondering whether their request is still active, the 911 Communications Center can automatically send an update informing them that the call remains active and personnel are working to dispatch assistance.

The City says the system could also reduce repeat calls from people checking on the status of their original request, allowing dispatchers to remain focused on incoming emergencies.

The Messages Do Not Come From Long Beach Police

Although a caller may be requesting police assistance, the text notifications themselves are provided through the Long Beach Emergency 9-1-1 Communications Center, which is operated by the City’s Department of Disaster Preparedness and Emergency Communications.

The Communications Center connects callers with the appropriate public safety response, including police, fire and emergency medical services.

Pilot Program Will Run for One Year

The automated notifications are currently available only to people calling from cellular phones. According to the City, cellular callers account for approximately 90% of calls received by the Long Beach 9-1-1 Communications Center.

Long Beach plans to monitor the program over its one-year pilot period and collect feedback from callers and staff before determining whether the new system should become permanent.

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