Falls Twp. Police Sending Real-Time Updates After 9-1-1 Calls

For residents waiting on a police officer to arrive for a response, the silence between the hang-up and the patrol car pulling up outside is about to get a little shorter.

The Falls Township Police Department has inked a partnership with the tech firm Versaterm to launch CommunityConnect, a platform that will send automated text updates to residents who call for police assistance.

Starting Monday, the department joined a number of law enforcement agencies using automated messaging to bridge the communication gap between dispatch and the arrival of an officer.

When a resident calls for assistance, they will receive a text message confirming the call was received, providing an official case number, and outlining what to expect next.

Police officials say the goal is to cut down on the “black hole” of waiting for help.

“This technology will increase our communication and customer service with the community we serve,” the department said in an announcement.

The department said the updates are intended to decrease uncertainty, increase transparency, and strengthen the bond with the public.

If an officer’s arrival is delayed, the system can send a follow-up text to keep the caller informed.

Once the call is officially cleared, the resident will receive a link to a voluntary survey, which is available in both English and Spanish, to rate their experience with the responding officers.

The department was careful to note that the “customer service” approach has its limits.

The texting service will not be used for high-stakes or sensitive calls, including reports of sexual assault, intimate partner violence, abductions, bomb threats, or demonstrations.

For safety reasons, real-time updates will be bypassed for any crime currently in progress or any situation where a vibrating phone or a glowing screen could put a person in danger, police said.

Residents will see these updates coming from the number 215-608-4638.

Police cautioned that the number is for outgoing information only. Attempts to call or text it back will trigger an automated message directing the user to the department’s emergency and non-emergency lines.

Police said that while the system is high-tech, it isn’t invasive. No confidential information will ever be shared via the text chain.