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Charlotte 911 upgrade may include text messaging

Charlotte City Council is set to upgrade the city's 911 system. City leaders will vote Monday on a contract amendment with West Safety Services to support 911 hardware and a software upgrade.

The city wants to spend $1.15 million dollars upgrading the 911 system. The upgrades will allow the Charlotte-Mecklenburg Police Department to add additional 911 positions and increase call capacity.

The current system that has been operating since 2011 will be replaced. In addition, it will also provide the capability for CMPD to receive 911 requests via text.

"It would be better to text them instead of call," Charlotte resident Tatiana Wilmore said. "It's a lot easier if someone is trying to attack them."

CMPD will have to purchase additional equipment before people can text 911.

Experts said the system isn't perfect. Dispatchers won't be able to hear a sense of urgency and the same location information isn't provided through text as it would be through a call.

"We believe it is always better to talk than text but we recognize not everyone is capable of talking and not everyone is in a safe environment where talking would be the preferred option," said Brian Fontes, CEO of the National Emergency Number Association.

Experts said the system is especially beneficial for the deaf community and in hostage or domestic-violence situations where it may be difficult for a phone call.

"Sometimes it might be a real emergency; they don't have time to talk on the phone," Charlotte resident Mike Jones said.

The 911 upgrades will also allow a seamless transition for CMPD, Charlotte Fire Department and MEDIC to use the backup 911 center in emergency situations.

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