SMS Text Services explained
An overview of:
1. Gloucestershire Constabulary 24/7 Non-emergency text
service for registered users
2. RNID managed National 999-Text Relay Service
Service Explanations
How to Register
Questions & Answers
Recommendation: Applicants should register for BOTH Gloucestershire
Police non-emergency service AND 999-Text Relay service
Contact Management SMS Registration officer:
PS 202 Mark Woodward, CMD
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1.
Gloucestershire Constabulary 24/7 Non-emergency SMS
service
Service Description & who may apply
This is a dedicated number on which ‘registered’ users can send
Short Message Service ‘text’ (SMS mobile phone text) direct to
Gloucestershire Police Force Control Room 24/7.
The user interface is constantly monitored by an operator in the
Force Control Room.
It is advertised as a NON-EMERGENCY service, albeit we do
occasionally receive emergency text messages.
The service allows the police to have a 2-way text conversation
with specific needs users (registered to use the service).
It is not a service restricted to the hearing impaired. It is open to
anyone who struggles with general ‘voice’ communication (e.g.
Hearing Impaired; Speech Impaired; MS sufferer; Stroke victim;
High Anxiety sufferer etc). The user does not have to provide
proof they have any impairment, but they MUST register to use
the facility:
It costs nothing to register
Users will have to pay their service provider for any text they
send to us (at the rate charged by their mobile provider)
The service is provided to the Police by Telefonica-O2 – BUT, the
user does not have to use an O2 phone. We can accept text
messages from ANY service provider.
We will accept requests for Ambulance or Fire Service – and will
pass on the message to the relevant control room.
It is a facility to provide service primarily in the County of
Gloucestershire. However, once registered a user can send us a
text from anywhere in the UK. We will endeavour to pass on the
message/incident to the relevant Police Force e.g. a hearing
impaired user broken down in Chepstow etc
How to register
Online via Constabulary web-site:
www.gloucestershire.police.uk/
Select ‘Contact Us’, then select SMS Texting
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Complete the ‘Registration Form’ and select ‘Submit Form’.
This will automatically send to the SMS registration Officer within
Contact Management.
Once the application is received the registration officer will send a
text message confirming registration to the new applicant – this
confirmation text will include the dedicated number they should
use.
A variety if leaflets are available – and have been distributed
throughout the County at GP Practices, General Hospitals, Glos
Deaf Association.
Contact Management Dept will provide the same leaflets on
request (Please refer to the SMS registration Officer). PLEASE
let us know if you change your mobile number and reRegister
More detail about the service can be requested by email to:
sms@gloucestershire.police.uk
Questions & Answers:
How will I know if the police have received my text?
An SMS text receipt will be sent back to your mobile phone by the
police control room operator – confirming a message has been
logged. This message should confirm an incident reference
number (in case you need to contact the police again in reference
to the same matter)
Do NOT assume your message has been received by the
police until you receive a confirmation text
What happens if I don’t register?
The service is only available to registered users. The police will
not process messages from unregistered callers. If you send a
text when not registered your mobile will receive a message
saying:
Auto reply: Non-emrgncy Text for signed-up users only. Text not
read by police! For help use minicom, BT TypeTalk or call 0845
090 1234
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Persistent abuse of the system will result in the user’s phone being
blocked.
What if I don’t want to use SMS text?
The Constabulary is providing this service to enhance our suite of
facilities, designed to provide ease of access for all our specific
needs and vulnerable customers. The choice of contact still
extends to BT Type-Talk, Text Relay and Mini-com services. The
RNID are also piloting a National 999-Text Relay service (see
below).
The Gloucestershire non-emergency text service is constantly
being reviewed and enhanced. Expansion of the system is being
tailored in collaboration with a Customer Focus Group consisting
specialist care professionals and specific needs users.
2. RNID managed NATIONAL 999-Text Relay service
Service Description & who may apply
The ‘emergencySMS’ service is an add-on to the existing national
999 system.
It is being managed through the Royal National Institute for the
Deaf (RNID).
This is a free service, but the user must register. You do not have
to be hearing impaired to use the service, it is open to anyone who
struggles with general voice communication.
How 999-Text Relay works
A registered user will be able to send a request for ANY
emergency service (Police, Fire or Ambulance) by texting their
message to ‘999’. The message is received by a ‘Relay Service’,
who will be connected via BT-Emergency operator to the most
appropriate emergency service. The Text-Relay operator will
‘read’ the text to the emergency control room operator. If
additional information is needed the ‘Text Relay’ service will send
a message to the user, and then pass their responses back to the
emergency control operator.
How to Register
You will need to register your phone individually – we cannot
perform that task for you.
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Registering can be completed by following the instructions online:
www.emergencysms.org.uk
Select ‘Registering your phone’ from the menu, and follow the
instructions (There is also a video in British Sign Language).
See below for a detailed description on how to physically
register a mobile for 999-Text Relay
Instructions:
To register using SMS text messages you must –
>Send the word ‘register’ in an SMS message to 999
>You will receive a SMS message describing the service
>When you have read these SMS messages you must reply
by sending ‘Yes’ in an SMS message to 999
>You will receive a SMS message telling you that your
mobile phone is registered, or if there is a problem with your
registration
Important: If there are problems registering – please check with
your mobile provider to make sure they support the
‘emergencySMS’ service.
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How to use the emergencySMS service
If you need to send an SMS text message to 999, please try to
create a message containing the following details:
Which? Need Ambulance? Fire Rescue? Police? Coastguard?
What? Briefly what is the problem?
Where? Exactly where is it – road name and town…plus any other
information such as house number, landmarks, and main roads
For example your message might read:
‘ambulance, man having heart attack, outside post office, valley
road, watford’
Send the message to 999
Do not assume you message has been received – until you
receive a confirmation message back from the Text Relay
service…it can take around 2-minutes for you to get a reply. If
you have not received a reply within 3 minutes then you are
advised to send another message
Questions & Answers:
If I am registered with a local police SMS scheme do I need to
register with this service?
The emergencySMS service is a National facility and you still need
to register in order to send messages to 999. Gloucestershire
Constabulary also offers a non-emergency text service – so, it is
prudent to register for both services…
Will the emergency service know where I am?
Location information is passed to the emergency services, but
texting the address, or nearby landmark will help us locate you…
IF you change your mobile number you must re-Register
RECOMMENDATION
Advise applicants to register for BOTH
Gloucestershire Police NON-Emergency text
service AND 999-Text Relay service
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