product-icon Smart911

The trusted source of critical data on 9-1-1 callers.

What Is Smart911?

Smart911(TM) improves the quality and quantity of information available to 9-1-1 call takers. It helps 9-1-1 call takers make faster and better decisions, shortens response times, and helps save lives.

Using a secure web site, citizens enter information they want to make available to 9-1-1 call takers in the event they call 9-1-1. Information can include family member data, medical conditions, disabilities, movement limitations, exact locations, even pets.

Registration is free and each person has complete control over what is entered and available to 9-1-1. All information is associated with the phone number(s) in the registration and is only shown when a 9-1-1 call is made.

When a person calls 9-1-1 from a registered phone number, their data automatically displays on the call taker’s work station. It can also be made available to police, fire, and EMS in the field to help them respond more quickly and effectively.  Smart911 works seamlessly in today’s infrastructure as well as future Next-Generation 9-1-1 environments.

Real world use cases

Missing child

With Smart911, the 9-1-1 operator can see a high quality photo of the missing child, issue an Amber Alert and forward the photo to field officers immediately after the call. A map of the child’s last known location is included.

Confused or disabled caller

With Smart911, the 9-1-1 operator can view the medical profile of a confused or disabled caller. If an Alzheimer’s sufferer cannot remember his/her home address or an Asthma sufferer is unable to speak, the 9-1-1 center will still be able to effectively dispatch help.

Deaf or hard-of-hearing caller

Over 20 million Americans are hard-of-hearing. For these people and anyone else who may have trouble communicating with a 9-1-1 dispatcher over the phone, Smart911 offers an innovative way to both preload data and communicate via SMS.

Severe Allergies

With Smart911, anytime you dial 9-1-1 the operator will see your name, allergy, and current location on-screen. Even if you’re unable to speak, EMS will be dispatched to your location with an EpiPen in hand.

How It Works

Residents build their Safety Profile on a secure and private data repository, registering the life-saving information they want to make available to 9-1-1 in the case of an emergency. When the user initiates a 9-1-1 call from a registered phone number, the data automatically displays on the call takers work station, helping them respond more quickly and effectively.

Features & Benefits

Smart911 is easily deployed and maintained, facilitating PSAP interoperability and case transfers. The service offers improved caller – telecommunicator communication and provides immediate ROI by reducing liability and the cost of maintaining custom CAD fields and/or paper directories.

Key Features

  • Instantly and automatically delivers potentially life-saving data available on unresponsive or incommunicative callers to telecommunicators desktop
  • Immediate identification of important dispatching details such as the need for special equipment, a hidden driveway, or known medical condition
  • Citizen provided data that is managed to ensure it is valid, accurate, and up-to-date
  • Accurate physical addresses on mobile phones
  • Ability to re-bid the location of a mobile caller, even in dropped-call or call-back scenarios
  • Works seamlessly with all CAD and call-taking system combinations – deploying in days not months
  • Does not effect existing call routing or handling processes
  • Works on all phone types (mobile, landline, VOIP) without a special download or plan
  • Rapid and error-free delivery of rich content directly to first responders in the field who have mobile data access
  • Enhanced community outreach and communication through Smart911’s comprehensive marketing program
  • Multilingual citizen registration
  • 24 x 7 x 365 support
  • Fully geo-redundant and secure

Smart911 News

Smart911 Now in 32 States
9-1-1 Centers in Louisiana, Michigan, and Delaware add to growing list of PSAPs nationwide supporting Smart911 .

Smart911 Being Adopted by Growing Number of Communities
USA TODAY – A man who called 911 in Nashville recently was too ill to speak to the dispatcher. That could have been a life-threatening situation, says Duane Phillips, director of Emergency Communications Center in metro Nashville.

Smart911: Saving Lives Through Information Sharing
It is important to have a system that allows citizens to have an active role in being prepared and advising emergency responders in advance what their needs are.

Newtown is First in Connecticut to Implement Rapidly Growing Smart911 for Enhanced Public Safety
Town Officials Urge Citizens to Create a Safety Profile to Provide 9-1-1 with Vital Information Before an Emergency, So Response Teams Can Better Assist Them During One.



PSAP Directors

“We have found that additional information is especially helpful when we receive 9-1-1 calls from mobile phone users, citizens with disabilities or impairments, as well as calls from homes with young children and the elderly. Those individuals need special consideration and Smart911 can better prepare our team to help.”

~ David Lucas, Director – Lexington 9-1-1, Lexington, KY

“With Smart911, we receive critical information about callers during a 9-1-1 call, such as their name, address, medical condition, and rescue-related information that could prove vital in an emergency.”

~ Grant Hickey, Co-Executive Director – ChatComm / John’s Creek, GA

“9-1-1 callers may be losing consciousness or unable to speak and alert responders to relevant details, such as their allergy to penicillin or aspirin products. This supplemental database will provide important information to the person who will be working on you, and that’s a major benefit. The data will also be conveyed to other 9-1-1 centers throughout the country that participate in Smart911 if local residents use their cell phones when they’re traveling.”

~ Fred Rosencrans, 9-1-1 Data Support Manager – Luzerne County, PA

“Smart911 provides us with critical information that will help us more efficiently process emergency calls. It’s enhancing our service today, and as we move towards a Next Generation 9-1-1 infrastructure (NG9-1-1), we will be able to use this information to provide even more robust capabilities to our citizens. We certainly believe Smart911 is going to save lives and it’s going to save time.”

~ Duane Phillips, Director – Nashville ECC, Nashville, TN

Call Takers

“The fact that I can not only tell the responders what to expect when they arrive on scene, but that they can view the Safety Profile in their vehicles too is such a benefit. It cuts down on the time we are taking to determine the exact situation and gets our responders on-site faster?”

~ Donna Hargis, Operations Manager – Public Safety Joint Communications, Columbia, MO

“The ability to re-bid a caller’s location even when their call is dropped is a huge advantage to our response. Normally there are so many steps involved in getting approval from the wireless carrier, now I can do it immediately from my work station through the mapping component in Smart911.”

~ Allyson Renfrow, Lead Telecommunicator – Owensboro-Daviess County Central Dispatch , KY

“We have a lot of callers that need to call 9-1-1 frequently because of theirs or a family member’s medical conditions. They actually know exactly what to tell us when they call because they’ve been through it so many times. It’s the people who never expect to call 9-1-1 until one day something happens- that are hard to communicate with. They are so upset- I’m so relieved when I see a Smart911 profile pop up on these calls because I know I will be able to help them, and fast.”

~ Jessica Schmidt, Telecommunicator – Metro Nashville Emergency Communications Center, TN

“The Difficult caller, is the Hysterical caller. One of the harder parts of our job is not being able to get the information we need to help someone. With a Smart911 profile you have their information immediately, therefore you can focus on calming and helping the caller while obtaining more pertinent information.”

~ Lori Butler, Telecommunicator – Aiken County E-911, Aiken, SC

First Responders

“Smart911 provides our division with the ability to offer a more efficient and service-oriented response upon notification. The updated information will allow our firefighters and officers the opportunity to pre-plan and develop more tactically sound incident mitigation when assisting our citizens.”

~ Keith Jackson, Fire Chief – Lexington Fire Department, Lexington, KY

“Smart911 improves the effectiveness of our communication center staff by instantly providing crucial information, which allows us to deliver an enhanced level of service. As an example, it provides the ability to associate secondary contact information with an address, enabling call takers to contact family if there is an emergency at an elderly parent’s home.”

~ Richard Price, Fire Chief – San Ramon Fire Department, San Ramon, CA

“With mobile phones, you don’t always get an accurate location fix, which means dispatchers will typically ask the callers for their location. With Smart911, we instantly get the caller’s home and work address. We also get detailed information such as, pictures of children, if chemicals are stored in the home, or perhaps a resident’s disability information, all with the click of a mouse.”

~ Charles Williams, Captain – North Augusta Police Department, Augusta, SC

“We have always strived to have more information from members in the special needs community. With Smart911 we now have the information before an emergency and have the technology that helps us to better communicate with these individuals.”

~ Steve Mitchell – Fire Chief – Owensboro Fire Department

Public Officials

“When an emergency strikes, information can save lives. The Smart911 program is a good way to make sure emergency responders have the information they need when they need it. It’s free, and it can save your life or the life of someone you love.”

~ Douglas Henry – Senator – State of Tennessee

“Our citizens demand and deserve a dependable 9-1-1 center that can support the community with a quick and accurate response during an emergency. Today, when so many people use cell phones to communicate, it’s critical that we bridge the gap between our existing 9-1-1 technology and the technology used by our callers. Smart911 allows citizens to enter life-saving information, including their home addresses affiliated with their cell phone, information about allergies, disabilities or impairments, as well as photos of family members, allowing first responders to have more information when a 9-1-1 call is placed. More information means that we will be able to improve emergency outcomes and keep our city safe.”

~ Peter Aman – Chief Operating Officer – Atlanta, GA

“By entering this critical information online before an emergency, individuals can help ensure first responders are better prepared to serve their needs in the event they dial 9-1-1.”

~ Edwinna Baker, Mayor – Lawrenceburg, KY

“Smart911 is a big step forward in public safety. Citizens can enter information or photos about their health, house or families – including their pets – anything that can help a firefighter or a police officer who is responding to their home.”

~ Jim Gray – Mayor – Lexington, KY

Advocacy Groups

“Smart911 has dramatically improved our ability to access 9-1-1 and first responder services. The Arkansas Association for the Deaf endorses Smart911 and we encourage all citizens to register for this life saving service.”

~ The Arkansas Association for the Deaf