Frequently Asked Questions

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Why does ATCOG manage the 9-1-1 Network for Northeast Texas?

In 1967, the President’s Commission on Law Enforcement and Administration of Justice recommended a single number be established for reporting emergencies. In 1968, the telephone industry agreed on the digits 9-1-1 as the universal emergency number.

The Commission on State Emergency Communications (CSEC) was created by the 70th Texas Legislature in 1987 to implement and administer 9-1-1 services throughout the state. At that time, certain 9-1-1 emergency communications districts (ECD) and 9-1-1 ECD Municipalities were providing 9-1-1 service within their boundaries. In order to provide 9-1-1 service to all citizens of Texas, the CSEC implemented service to the remainder of the state with a program administered through the twenty-four Regional Planning Commissions (RPC). Areas not being provided 9-1-1 service at that time were provided 9-1-1 service through their applicable RPC.

The Ark-Tex Council of Government (ATCOG) is responsible for designing, implementing, and maintaining the Regional 9-1-1 Network across Bowie, Cass, Delta, Franklin, Hopkins, Lamar, Morris, Red River, and Titus counties in north east Texas and to the City of Texarkana, Arkansas Police Department.

ATCOG’s 9-1-1 Emergency Communications Program is funded by a local service fee and provides fully enhanced 9-1-1 services for the ATCOG region. 

Text to 9-1-1 is a service that allows citizens to send a text message directly to 9-1-1 for assistance in the event they are unable to make a voice call. This service is available in Bowie, Cass, Delta, Franklin, Hopkins, Lamar, Morris, Red River, and Titus Counties, and within the city limits of Texarkana, AR.

Tips for Texting 9-1-1 During an Emergency

  1. Calling 911 is the best way to get emergency help quickly. If it is unsafe to call, or you are deaf or hard of hearing, then please text 911. Keep in mind, this can slow down response time to your emergency.
  2. Location information of texts are inaccurate.
    Know your location when reaching out to 9-1-1 for help.
  3. Phone users must have texting plan
    with their service provider in order to text 9-1-1.
  4. Pictures and videos cannot be shared
    via text with 9-1-1 call-takers.
  5. Do not text and drive.
    If you need to contact 911, please park your vehicle in a safe location first.
  6. Text in simple language.
    Do not use abbreviations or emojis.
  7. Answer all questions.
    The call-taker will text back any specific questions that will help them getting emergency response to you.

Kari’s Law is a federal law that requires multi-line telephone systems (MLTS)—commonly found in offices, hotels, and on school and college campuses—to allow users to directly dial 911 without needing to first press an extra number, like “9” or “0,” to get an outside line.

The law is named after Kari Hunt, a Texas woman who tragically lost her life in 2013. Her young daughter tried to call 9-1-1 from a hotel room but couldn’t reach emergency services because she didn’t know she had to dial “9” first. This incident led to legislation ensuring that calling for help is as simple as possible.

Kari’s Law also requires that when someone dials 9-1-1, a designated party—like a front desk or security office—is notified so they can help emergency responders access the location.

In Texas, every business operating with an MLTS must be compliant or have a waiver on file with its 9-1-1 authority. To obtain the affidavit form click here and follow the instructions.  All phones with a waiver are required to have a sticker on them.

The instructional sticker must be printed in at least 16-point boldface type, in a contrasting color using a font that is easily readable, and written in English and Spanish. The following could be applicable and potentially customized in order to allow the user to successfully contact 9-1-1:

If you have an emergency you must dial ____ , wait for the tone, then dial 9-1-1.
En una emergencia se debe marcar el ____, esperar el tono, y luego marcar el 9-1-1

Business servicer users are encouraged during their waiver year to make every attempt to reprogram or upgrade their phone system. Some phone systems only need to be reprogrammed (not replaced) and costs, if any, should be minimal.

Take action today to make your workplace safer for everyone. Because when it comes to emergencies, simplicity can save lives.

Click here to learn more.

RAY BAUM’S Act requires that a “dispatchable location” is passed along with every 9-1-1 call to a PSAP/ECC, regardless of the technology platform. This includes 9-1-1 calls from an MLTS. A dispatchable location means a validated street address of the person calling and additional information such as a room or floor number. However, these rules do not apply to wireless providers who are subject to separate location accuracy requirements and benchmarks.

RAY BAUM’S Act affects MLTS manufacturers, owners and operators as well as service providers, state and local 9-1-1 authorities and PSAPs/ ECCs. Service providers include companies that provide fixed telephony, interconnected VoIP service, mobile text services, and more. Those who make, own, and manage MLTS and service providers must comply with the laws and deadlines.

Click here to download Dispatchable Location Requirements.

ATCOG provides informative presentations about:

  • How the regional 9-1-1 system works
  • Proper use of emergency services
  • Essential 9-1-1 access information

We offer presentations tailored for schools, civic organizations, and community groups interested in emergency preparedness and response.

We also have a Digital Classroom Kit for teachers to download for free to utilize in the classroom.

Click here to learn more or request a class.

Addressing Questions
How do I request or verify a 9-1-1 address?

ATCOG manages the addressing services for cities and counties in the Northeast region of Texas. The 9-1-1 addressing data we possess is the precise information emergency responders will receive in the event of an emergency. Sometimes, addresses need to be modified or created due to the sale of nearby properties and new buildings resulting in the subsequent creation of new 9-1-1 addresses.

To request a 9-1-1 address, call 1.888.373.9028 or fill out the request form.

Click here to find out if ATCOG does 9-1-1 addressing where you live.

ATCOG has current mapping and GIS data readily available for these companies to retrieve, free of charge. It is the responsibility of those agencies to update their databases with our provided information. If you have additional questions, please contact the customer service department of the corresponding agency.

You can also visit www.gps.gov for more information on how to correct the issue.

ATCOG sends data updates to the Regional Postmaster, which includes address changes or additions. However, mail services such as UPS, USPS, and FedEx are responsible for contacting the Regional Postmaster to retrieve updated or new data. If you have additional questions, please contact the customer service department of the corresponding agency.

You can also visit www.gps.gov for more information on how to correct the issue.

In an emergency, first responders will still be able to locate you even if online mapping software, parcel delivery, and rideshare/taxi providers cannot.

The 9-1-1 system used by emergency responders to locate callers is independent of the GPS mapping software used by private entities.

There are a multitude of reasons your address may change, but all of those reasons ultimately lead to ensuring public safety.

ATCOG has been designated by the State of Texas as the 9-1-1 addressing authority for the Northeast Texas region. Our subject matter experts review GIS data to provide a consistent addressing standard, which includes the numerical prefixes and roadway names. Historically, there were no addressing standards so occasionally established addresses must be changed to correlate with the improved model so that in the event of an emergency responders can reference surrounding markers to identify what the location of the emergency is.

Accurate and visible addresses are vital for emergency responders. Here’s how to ensure your address is easily found:

For Homes

  • Place house numbers on your mailbox and home in large, reflective lettering.
  • Ensure numbers are at least 3 inches tall and contrast with the background
  • Keep bushes, trees, or decorations from obscuring the numbers.

For Businesses

  • Display your address near the entrance and ensure it’s visible from the street
  • Use illuminated signs if possible
  • Regularly verify that GPS systems display your business address accurately

Additional Tips

  • Double-check your address is correctly registered with local emergency services.
  • If you live in a rural area, add clear signage or directions to your property.

Click here to learn more tips and see examples of how to properly display your 9-1-1 address.

GIS Questions
What is GIS?

Geographic Information Systems (GIS) is a spatial database system that provides powerful decision-making tools for public governance. Our goal is to incorporate data from all counties and municipalities within the ATCOG region, along with Federal and State data, to create digital maps for the purpose of 9-1-1 call routing as part of Next Generation 9-1-1 and to create 9-1-1 dispatch maps for Emergency Services throughout the same region. 

GIS tools are are used by:

  • Emergency responders to respond to accidents
  • Housing specialists to analyze the quality and condition of housing
  • Environmentalists to identify the location of hazardous waste sites
  • Social service workers to identify the location of elderly and disabled
  • Waste management officials to route vehicles
  • Police to analyze crime patterns
  • Public works crews to maintain road inventory
  • …and a whole lot more!

Our goal is to incorporate data from all counties and municipalities within the ATCOG region, along with Federal and State data, to create digital maps for the purpose of 9-1-1 call routing as part of Next Generation 9-1-1 and to create 9-1-1 dispatch maps for Emergency Services throughout the same region. 

Yes. Our GIS data layers were compiled from various sources and are NOT to be construed or used as a “legal description”. Data layers are believed to be accurate, but accuracy is not guaranteed. While ATCOG 9-1-1 GIS has attempted to ensure the information contained in these data layers is accurate, ATCOG 9-1-1 GIS expressly disclaims all warranties of any type, expressed or implied, including but not limited to, any warranty as to the accuracy of the data, merchantability, or fitness for a particular purpose. ATCOG 9-1-1 GIS does not assume any liability for any errors, omissions, or inaccuracies in the information provided regardless of the cause of such or for any decision made, action taken, or action not taken by the user in reliance upon any data provided herein. Any errors, omissions, or other questions regarding any of the data layers can be reported to ATCOG’s GIS Staff through e-mail or by calling (903) 832-8636. Use of these data layers assumes that you understand and agree with the information provided in this disclaimer.

Calling 9-1-1 Questions
What happens when I dial 9-1-1?

When you call 9-1-1, the process is designed to get you help as quickly as possible. Here’s what to expect:

1. Initial Connection:
Your call will route to the nearest Public Safety Answering Point (PSAP) based on your location.

2. Interaction with a Call-Taker
A trained call-taker will answer with a calm, professional tone. They’ll ask for key information:

  • Your location
    Be as specific as possible, especially if you’re calling from a mobile phone.
  • The nature of the emergency
    State if it’s a medical, fire, or police emergency.
  • Details about the situation
    For example, if it’s a medical emergency, they may ask about symptoms.

3. Guidance and Assistance
Stay on the line unless instructed otherwise. Call-takers may provide life-saving instructions, like performing CPR, while emergency services are on their way to you.

4. Emergency Response
Based on the information you provide, the appropriate emergency services—police, fire department, or EMS —will be dispatched.

Accidental 9-1-1 calls happen more often than you’d think, especially with smartphones. Here’s what to do:

1. Do Not Hang Up
Stay on the line and explain to the dispatcher that the call was accidental. Hanging up could result in emergency responders being dispatched unnecessarily.

2. Provide Your Information
Confirm your location and identity so they can verify there’s no emergency.

3. Prevent Future Accidents
Lock your phone before placing it in a pocket or bag. Disable accidental emergency call shortcuts if they’re not needed.

9-1-1 Emergencies Include:

  • Medical emergencies (e.g., heart attack, stroke, severe injury)
  • Fire-related incidents (e.g., structure fires, car fires, wildfires)
  • Crime in progress (e.g., robbery, assault, domestic violence)
  • Hazardous situations (e.g., gas leaks, downed power lines)

9-1-1 Is Not For:

  • Non-emergency police reports (e.g., stolen property, noise complaints)
  • Questions about road conditions, weather, or power outages
  • General inquiries (e.g., lost pets, directions)

For non-emergencies, contact your local non-emergency police or fire department line.