The Massachusetts state auditor said public safety officials need to do a better job getting the word out about a feature available on 911 calls.
The silent call feature allows people unable to speak — because they are deaf or in danger — to still communicate to emergency operators.
"Operators are trained to ask probing questions and allow responses through pushing a button on your phone in order for them to determine the nature of the emergency," said State Auditor Suzanne Bump.
Bump released an audit with her findings, saying the Massachusetts 911 Department had not effectively promoted the feature.
She recommended it increase awareness of the option among state agencies like the Commission for the Deaf and Hard of Hearing, as well as non-profits like domestic violence shelters.
In a response included in the audit, the department defended its outreach efforts.
"The State 911 Department is proud of our public safety initiatives that have saved many lives and improved outcomes for those needing 911," the department said. "[W]hile we do not agree fully with the recommendation since we have policies and procedures already in place, the State 911 Department will enhance its communication effort and expand our outreach of the silent call feature consistent with the recommendation."
The department noted that all 911 operators in the state are trained in the silent call feature. It said operators automatically "initiate this procedure" when they "do not receive a verbal acknowledgment from a 911 caller."
