Communication Plan (including 911)

Before: set up your contacts

• The FCC and FEMA say to save at least one emergency contact as "In Case of Emergency" or "ICE" on every mobile device.^[1]
• The FCC and FEMA say to put household and emergency contact information on every family member's phone or device.^[1]
• The FCC and FEMA say to write down phone numbers for emergency services, utilities, medical providers, veterinarians, insurers, and other key services.^[1]
• The FCC and FEMA say to make sure household members and out-of-town contacts know how to send texts.^[1]
• The FCC and FEMA say to tell your emergency contact about any medical conditions or other needs.^[1]
• The American Red Cross says to pick an out-of-area emergency contact, because long-distance calls or texts may work when local lines are overloaded.^[2]
• The Red Cross says to give everyone the contact information in writing and on their phones, and to share it with schools and day cares.^[2]
• The FCC and FEMA say the FEMA App is available in English and Spanish and offers alerts, safety tips, a supply checklist, and shelter information.^[1]

During: keep lines open

• The FCC and FEMA say to limit non-emergency calls and keep needed calls short.^[1]
• The FCC and FEMA say to use text messages for non-emergencies, because texts may get through when calls don't, though they can be delayed.^[1]
• The FCC and FEMA say to save battery by dimming your screen and closing apps, and to use Wi-Fi if the cell network is struggling.^[1]
• The FCC and FEMA say to wait 10 seconds before redialing a call that didn't connect.^[1]
• The FCC and FEMA say that if you evacuate, you can forward your home phone to your cell phone.^[1]
• Ready.gov's tornado page for kids says, "Text, don't talk," so emergency lines stay open.^[3]

911: what it is and its limits

• In the United States, the FCC designates 911 as the universal emergency number.^[4]
• The FCC and FEMA say to call 911 only for emergencies.^[1]
• When you call 911 from a cell phone, the FCC says to tell the call taker the location of the emergency right away, because cell phone location data may not be exact enough.^[5]
• The FCC says to give your cell phone number so the call taker can call you back if the call drops.^[5]
• The FCC says wireless carriers must send 911 calls to a 911 call center even from a phone with no service plan, but if that call drops, you must call back because the call taker has no number to call.^[5]
• The FCC says internet phone (VoIP) service "may not work during a power outage or when the internet connection fails or becomes overloaded."^[6]
• The FCC says VoIP users should give their provider an accurate street address and update it whenever they move.^[6]

Text-to-911

• The FCC says, "Always contact 911 by making a voice call, if you can."^[7]
• The FCC says that if you text 911 where it isn't available, you will get an automatic reply telling you to contact 911 another way.^[7]
• The FCC publishes a list of areas where text-to-911 is available, updated monthly.^[7]
• The FCC says people who are deaf, hard of hearing, or speech disabled can use a TTY or a relay service where text-to-911 isn't available.^[7]
• The FCC says texting apps that only message other app users are not required to support text-to-911.^[7]

If your 911 call does not go through

Try again

• The FCC says that if a 911 call from a phone with no service plan is cut off, "you must call the emergency operator back because the operator will not have your telephone number."^[5]
• For any call that doesn't connect, the FCC says, "Wait 10 seconds before redialing a call."^[11]

Try another phone or a landline

• For any call that doesn't connect, the FCC says, "If possible try a variety of communications services if you are unsuccessful in getting through with one."^[11]
• The FCC says, "Alternatively, try a landline phone if one is available."^[11]
• For internet phone (VoIP) service, the FCC suggests "maintaining a traditional phone line or having a wireless phone as a backup."^[6]

Go in person, if it is safe (what local officials have said)

• During a 911 outage after Hurricane Ida, the City of New Orleans emergency preparedness office (city government) told residents: "If you find yourself in an emergency, please go to your nearest fire station or approach your nearest officer."^[L1]
• Before a planned 911 outage, the Hawaiʻi Police Department (county government) told residents to call the police non-emergency line or the fire department, and if they still could not get through, to "proceed to the nearest police station, fire station or designated police post."^[L2]
• These were instructions for specific local outages. Follow what your own local officials say during an outage.

Text 911 where it is available

• The FCC says, "Text-to-911 is only currently available in certain locations."^[7]
• The FCC says, "Always contact 911 by making a voice call, if you can."^[7]
• The FCC says that where text-to-911 isn't available, you get an automatic "bounce-back" message, which is meant "to minimize your risk of mistakenly believing" that your text was delivered.^[7]

Listen to a battery-powered or hand-crank radio

• Ready.gov's basic emergency kit includes a "Battery-powered or hand crank radio and a NOAA Weather Radio with tone alert."^[13]
• The National Weather Service says NOAA Weather Radio broadcasts public safety information "such as AMBER alerts or 911 Telephone outages."^[12]

Watch for Wireless Emergency Alerts

• The FCC says Wireless Emergency Alerts reach compatible phones in the alert area, "Consumers do not need to sign up for this service," and "Alerts are free."^[14]
• The FCC "strongly urges the public to stay opted in to receive all these life-saving messages."^[14]

Follow your family plan

• The American Red Cross says, "Everyone should carry emergency contact information in writing and saved on their cell phones."^[2]
• The Red Cross says to choose an out-of-area emergency contact, because "It may be easier to text or call long distance if local phone lines are overloaded or out of service."^[2]
• The Red Cross says to pick a meeting place "Right outside your home in case of a sudden emergency, such as a fire," and one "Outside your neighborhood, in case you cannot return home or are asked to evacuate."^[2]
• The FCC and FEMA say to "Write down phone numbers for emergency services, utilities, service providers, medical providers" and other key contacts.^[1]

Other numbers official sources mention

• CDC and the Red Cross list SAMHSA's Disaster Distress Helpline for emotional support: call or text 1-800-985-5990.^[8][9]

Teach your kids

• CDC says, "If your children are old enough, teach them how to call 911 and memorize important phone numbers."^[10]
• CDC says, "Put an emergency card in your child's backpack."^[10]