Press Release  Massachusetts State 911 Department Launches Statewide Campaign to Help Older Adults Access 9-1-1

BOSTON — The Massachusetts State 911 Department has launched “911 Help Is At Your Fingertips,” a statewide public awareness campaign to help older adults, their families and caregivers understand the different ways to reach emergency services and resources available to people who need assistance using a telephone.

The campaign is part of State 911’s broader work to strengthen access to emergency services and ensure residents know how to reach help when they need it. It highlights the Silent Call Procedure and Text-to-911, which provide options when speaking by phone is not possible or safe, and the Massachusetts Equipment Distribution Program (MassEDP), which provides specialized telephone equipment to eligible residents with disabilities.

“We want every older adult in Massachusetts — and the family members and caregivers who support them — to know that there are multiple ways to reach 9-1-1 and get help,” said Governor Maura Healey. “Take a few minutes now to learn about these options, talk about them with your loved ones and be prepared before an emergency happens. Knowing how to get help can save a life.”

“Keeping people safe starts with making sure they know where to turn when they need help,” said Lieutenant Governor Kim Driscoll. “This campaign is about getting information into communities across Massachusetts so older adults, families and caregivers understand the tools available to them. We encourage everyone to learn these options, share them with the people in their lives and make sure they’re prepared in an emergency.

“In an emergency, knowing how to reach 9-1-1 can mean the difference between life and death,” said Public Safety and Security Secretary Gina K. Kwon. “State 911 plays a critical role in making sure our emergency communications system is strong, reliable and accessible to everyone. This campaign builds on that work by giving older adults, their families and caregivers practical information about the options available to reach help when every second matters.”

Massachusetts 9-1-1 call centers handled more than 2.58 million emergency calls and texts in 2025, connecting residents with police, fire and emergency medical services across the Commonwealth.

Behind that response is a statewide emergency communications system supported by State 911. The Department provides technology, equipment, funding, training and technical support to local and regional 9-1-1 centers and emergency telecommunicators. State 911 also leads efforts to modernize emergency communications, expand accessibility and strengthen the reliability of the system residents depend on during an emergency.

Through Next Generation 9-1-1 and other investments, Massachusetts residents have more ways to connect with emergency services than a traditional voice call. State 911’s work includes making sure residents understand those options before an emergency happens.

“Every day, emergency telecommunicators across Massachusetts are the first point of contact for people who need help,” said Massachusetts State 911 Department Executive Director Frank Pozniak. “Our responsibility is to make sure they have a strong system behind them and that residents know how to reach it. This campaign is one more way we are helping people understand their options and be prepared before an emergency occurs.”

The campaign highlights three resources:

1. Silent Call Procedure: Massachusetts 9-1-1 telecommunicators are trained to respond when a caller is unable to speak. The Silent Call Procedure provides a way to communicate during an emergency when speaking aloud is not possible or could put someone at risk.
2. Text-to-911: Text-to-911 allows residents to communicate with a 9-1-1 telecommunicator by text when they cannot make a voice call, including people who are deaf, hard of hearing or have a speech disability, or when speaking aloud could put someone in danger.
3. Massachusetts Equipment Distribution Program (MassEDP): MassEDP provides specialized telecommunications equipment at little or no cost to eligible Massachusetts residents with disabilities that affect their ability to use standard telephone equipment. Family members, caregivers and health care providers can also help identify residents who may benefit from the program.

Designed primarily for Massachusetts residents age 60 and older, “911 Help Is At Your Fingertips” will continue through June 2027 across television, radio, digital and social media and community-based outreach. Materials will be available in multiple languages and designed to meet state accessibility standards. While older adults are the campaign’s primary audience, the information and resources can benefit residents of all ages.

Residents can learn more about the Silent Call Procedure and Text-to-911 at Mass.gov/e911. Information about MassEDP equipment and eligibility is available at Mass.gov/EDP.

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