Text to 911 & Precise Action by 911 Calltaker Helps Domestic Victim in Critical Moment

A recent text to 911 interaction illustrates the vital role this technology plays in reaching those who cannot speak safely or openly during an emergency.

At 6:50 a.m. on June 5, DEC Dispatcher Gabrielle Welborn, a 1-year DEC veteran, received a text to 911 that simply listed an address. No other details. The message raised immediate concern but also presented a challenge: how to get essential information without a voice on the line.

Welborn quickly initiated a conversation via text, asking direct, clear questions. Welborn was able to determine that the female caller was hiding in the locked bathroom of the Hermitage apartment trying to get away from her abuser.

Metro Nashville Police Department was immediately dispatched by DEC radio dispatchers and Welborn remained in contact with the victim. Throughout the incident – in addition to gathering and relaying all critical information – Welborn offered the victim reassurance and support. A total of forty-six messages were sent between 911 and the victim.

Once officers arrived on scene and confirmed the victim was safe, Welborn sent one final text message:

"If they are right there with you, I will let you go now that I know you are safe. You did a good job today and know that you are worthy. Don't ever hesitate to contact us when you need help."

The message did not reflect any DEC procedure; instead, it reflected he department's culture of compassion for callers. There is a human behind every headset at the DEC.

"Text to 911 saves lives, especially in situations when calling isn't safe," said Director Stephen Martini. "Dispatcher Welborn did an outstanding job on this call, using only typed words on a screen to help coordinate an emergency response."

Nashville DEC reminds Nashvillians:

• Call when you can, text when you can't.
• Text to 911 is available throughout Davidson County.
• Messages should include the location and nature of the emergency.

Texting to 911 should be reserved for real emergencies and used when speaking out loud would put someone at risk. The department continues to train all emergency dispatchers on handling silent emergencies with urgency, empathy, and precision.

About the Nashville Department of Emergency Communications

The department answers more than one million calls per year and dispatches police, fire, and EMS to incidents throughout Nashville and Davidson County.