321 W. Main Street, Rochester, New York 14608
Christopher C. Fish, 911 Program Manager
Michael J. Cerretto, ECD Director
Phone: (585) 528-2200
Fax: (585) 528-2265
Dialing 911 allows any County resident in need of emergency assistance immediate access to the appropriate police, fire or ambulance agency.
The Monroe County 911 Center is a centralized Public Safety Answering Point (PSAP) for all calls for emergency services within the County of Monroe. The Center is the point of reception and response to 911 dialed calls, dispatch of emergency equipment, and relay or transfer of service calls to the appropriate public service agencies within Monroe County. Over one million dispatches are made to police, fire and emergency services each year, making this one of the largest combined emergency services PSAP’s in the Country.
Through the Director of Public Safety, this activity administers the operating contract with the City of Rochester, coordinates the participation of other public service agencies, and administers subscriber agreements. It develops long range plans for system development and enhancement and utilizes the 911 Operating Practices Board (consisting of government, public safety, private sector, and citizen representatives) for advisory policy recommendations.
TEXT to 911:
Monroe County 911 has “Text to 911,” an option for Verizon, T-Mobile, AT&T and Sprint customers who need to contact 911. Monroe County is the first 911 Center in New York State to accept text messages from all four major carriers!
Verizon, T-Mobile, AT&T and Sprint customers in Rochester and Monroe County can now send a short message service (SMS) text message to 911 for emergency help when they are unable to make a 911 voice call.
Text to 911 is intended primarily for use in two emergency scenarios: for an individual who is deaf or hard of hearing; and for a person who is unable to make a voice call, for example during a medical emergency that renders the person incapable of speech, or in the instance of a home invasion or abduction.
Important Information for Verizon Wireless, AT&T, Sprint, and T-Mobile Customers in Monroe County:
- Customers should use the texting option only when calling 911 is not an option.
- Using a phone to call 911 is still the most efficient way to reach emergency help. Texting is not always instantaneous, which is critical during a life-threatening emergency.
- Providing location information and nature of the emergency in the first text message is imperative, since the Communications Center will receive only an approximate location of the cell phone, and will not be able to speak with the person sending the text. Text abbreviations or slang should never be used so that the intent of the dialogue can be as clear as possible.
- Customers must be in range of cell towers in Monroe County. If customers are outside or near the edge of the county, the message may not reach the Emergency Communications Department.
- Texts sent to 911 have the same 160-character limit as other text messages.
- Verizon Wireless customers who use Usage Controls should remove this feature to ensure full text to 911 capabilities.
- Verizon Wireless customers must have mobile phones that are capable of sending text messages.
- The texting function should only be used for emergency situations that require an immediate response from police, fire or emergency medical services.
- Text messages should only be used to communicate between 911 Center and the sender. Pictures, video, other attachments or including other recipients are not able to be accommodated.
The 911 Center can automatically notify residents of Monroe County by home phone or mobile phone in case of emergency in your area. Your home phone is automatically registered with 911, but now you may register you mobile phone as well. If Police or Fire Officials need to notify you in case of an emergency in your area we will call your home phone and if you have registered your mobile phone we can either call or text your mobile phone with information about the incident as well.
If you have any questions please contact the 911 Center at (585) 528-2200, Monday - Friday from 9 a.m. to 5 p.m.
Out of Area Direct Dial - Contact 911 From Outside Monroe County
If you need to contact 911 for an emergency and you are outside Monroe County please dial (585) 428-6666.