Allentown launched a new emergency response service more than six months ago, aimed at opening up communication with more people, but so far, the service hasn't generated much momentum.
"Text 911" was implemented citywide in April. Since then, city dispatchers said there have been only 61 text message calls, and only 22 of those calls were dispatchable, according to officials.
The text message communication makes up a small percentage of calls funneled into the center daily.
Dispatchers receive less than one text message per day on average, compared to nearly 500 voice calls.
Michael Hilbert, superintendent of communications for the Allentown 911 Center, has two theories for that trend.
First, Hilbert said people aren't yet familiar and comfortable with the service.
"It's such a new service, people need to get used to that it's there and available," Hilbert said.
Second, Hilbert said people seem to be following the dispatch protocol.
"Call when you can; text when you can't. We want people to call us whenever they can," Hilbert said.
While the text option opens up communication with the hearing impaired and those in domestic-situations, Hilbert said calling is still much more efficient.
An average text message transaction takes nearly 11 minutes to dispatch, compared to about 60 seconds with a voice call.
The service is also relatively inaccessible.
Just seven dispatch centers throughout the commonwealth have installed the technology. Only three percent of centers nationwide are text-message compatible. but Hilbert said he anticipates participation will continue to climb.
"More are going to adopt this and provide this for their residents and citizens," Hilbert said.
Bethlehem and Northampton County plan to implement the feature by the end of the month.
A Federal Communications Commission mandate requires all cell phone providers to make 911 texting available to their patrons by June 2015. It's an optional service for communications centers.
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