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FAQs


Find quick answers on how Smart911 works, account and service related information, and more.

How Does it Work?

How does Smart911 work?

Smart911 allows you to store critical care and emergency rescue information with Smart911 in advance of any emergency. The information is collected on the Smart911 website. If you call 9-1-1 from a phone number registered and verified with Smart911 (by responding to a text message or automated call placed to that phone), and the 9-1-1 operator has Smart911 technology, then your Smart911 profile is automatically made available to the 9-1-1 operator taking your call.

Why should I use Smart911?

Smart911 can help protect you, your loved ones, and other members of your household. By storing your critical care and emergency rescue information with Smart911 during a calm moment, you can take the time to ensure that the information is correct and accurate and exactly what you would like to be communicated to emergency response teams in an emergency. Registering for the service is free.

Where is Smart911 available? When I call 9-1-1 will they get my information?

Although Smart911 is a nationwide service, it is not available in every municipality yet. Automated delivery of critical care information to local law enforcement, medical and fire responders is dependent on local public safety agencies deploying Smart911 technology. Even if the service is not yet available in your home or work jurisdiction, we encourage you to create a Smart911 profile, since you may travel into an area that has enabled Smart911.

How do I know if my registration was successful?

When you complete registration, Smart911 will automatically direct you to your Smart911 Dashboard, and will send an email to your registered email address confirming your registration. Smart911 will not deliver your critical care information to 9-1-1 answering centers unless you have verified the phone you registered by responding to the text message or automated call placed to that phone.

How can I control who sees my Smart911 information?

By having a Smart911 account, your Smart911 profile will be displayed to the 9-1-1 operator if you place a 9-1-1 call from a phone registered with Smart911, and the 9-1-1 center receiving your call participates in the Smart911 program. You are in full control of the information you enter, and the phone numbers you choose to associate with your Smart911 profile.

Some Emergency Management jurisdictions also subscribe to Smart911's advanced Emergency Management system. This allows Emergency Management Agencies to search the Smart911 database for profiles matching criteria they specify. If you enter an address within a jurisdiction subscribed to this service, you will be asked if you wish to participate in this program. Your participation helps your local Emergency Management agency better prepare for and respond to emergencies.

You can change your profile sharing preferences and Smart911 profile content at any time by logging into your Smart911 account and using the tools in the Smart911 Dashboard and Account tabs.

Privacy and Security

Is my information kept private?

Yes. Your privacy is important to us. Your information is made available ONLY to 9-1-1 operators and responders ONLY in the event you call 9-1-1. In some areas, you can choose to allow Smart911 to share your profile with Emergency Managers as they prepare for and respond to emergencies. If you reside or work in one of these areas, you will be presented with this option.

Is my information secure?

Smart911 utilizes the latest in physical and computer security technologies and conducts regular audits to ensure all information held in Smart911 is kept secure, and only made available to 9-1-1 and emergency responders who are responding to or planning for emergencies. It's our business to protect your information and ensure it gets to the people that need it, when they need it.

Will Smart911 sell my email address or spam me?

No. Smart911 will not sell your email address to any person or company. Smart911 will use your email address to keep you informed of important information related to the Smart911 service. Smart911 is funded by participating 9-1-1 centers, not through any form of marketing.

Does Smart911 sell subscriber data?

No. Smart911 respects your privacy and wants to ensure your trust in our service. We do not sell any subscriber information to third parties or marketing organizations. Your household, personal and pet information is not sold either. Smart911 simply holds information on your behalf for delivery to participating 9-1-1 centers. This information is used to support the handling of 9-1-1 calls and other Emergency Management related activities. Smart911 is funded by participating 9-1-1 centers, not through any form of marketing. Please review Smart911's Privacy Policy page for further information.

Can 9-1-1 operators access my Smart911 information even if I don't call 9-1-1?

Smart911 information is only made available to 9-1-1 operators when you call 9-1-1 from a registered and verified phone. Some areas have access to Smart911's advanced Emergency Management system, through which Emergency Managers can search when planning for and responding to emergencies. Your profile is only searchable by Emergency Management when you live or work in a supported area, and when you have elected to include your profile in these search results. You will be asked if you wish to participate in this aspect of the service if you provide an address in an area subscribing to this aspect of the Smart911 service.

Profiles and Information

Who enters and maintains my Smart911 information?

You do. Subscribers decide how much or how little information to register with Smart911. This allows you to protect your family in the way that best meets your needs. You may change, add, and remove information whenever you choose to do so. It is your responsibility to keep the information up-to-date.

What information is provided to the 9-1-1 operator?

All of the critical care information shown on your Smart911 account Dashboard .

How can I see all the critical care information that Smart911 has stored on my behalf?

Log into Smart911 using your user ID and password. The first page you will be directed to is the Dashboard page. All critical care information associated with your household is presented on this page. If the information is not on this page, Smart911 does not have it and 9-1-1 operators will not have access to it.

Why should I share my information with Emergency Management?

In some areas, you can elect to share your Smart911 information with Emergency Management in addition to 9-1-1. This allows your local emergency officials to better plan for and respond to disasters. (e.g. hurricanes, tornadoes, flooding, power outages). Having knowledge of specific community needs, such as disabilities and special medical considerations, gives Emergency Management the opportunity to identify and better help individuals who will need the most assistance during an incident.

Even if no member of your household has significant medical conditions, there are numerous pieces of information that are of interest to these emergency planners. For example, did you know that pets (other than service animals) are not allowed in an emergency shelter? By knowing the number of animals that may require emergency sheltering, emergency management can be better prepared to accommodate pets.

We encourage you to share your information with both 9-1-1 and Emergency Management so you can be protected both during a 9-1-1 call and in the event of a disaster.

Why do I have to update my Smart911 information every 6 months?

It is critical that emergency responders have the latest information. In some cases, no information may be better than old, outdated information.

How long will my information remain available to Smart911?

Your information remains in Smart911 for six months after your last login. If, after several warnings, you do not log in to the Smart911 site, your subscription may be suspended and no information will be delivered to 9-1-1.

When can I access or change my critical care and emergency rescue information?

Anytime. Using the Internet, you can access Smart911's database by entering your registered User ID and Password. You can make as many changes as you like, as often as you like, at no charge.

What is Critical Care Information?

Critical Care Information is information that, if known to emergency response teams, could help them better prepare for or respond to an incident in a manner specifically tailored to you or members of your household. This may be information about how to find your residence, medical information about members of your household, information that would be helpful in a rescue, and other information that could be helpful in an emergency.

Service Availability

Can I search using my zip code to see if Smart911 is available in my area?

Yes! Enter your zip code here to find out if Smart911 serves your community or the local area.



Please note: 9-1-1 jurisdictions do not exactly match zip code boundaries, and there are many factors that play into routing a 9-1-1 call. It is possible that a call placed from a given zip code will be routed to a 9-1-1 call center that is not enabled with Smart911.

Is Smart911 trying to get every 9-1-1 center to use Smart911's technology?

Yes. Smart911 is working to make its technology and service available to all 9-1-1 centers across the country.

Are there cases where my critical care information may not be available to the 9-1-1 call answering center?

There could be. If your 9-1-1 call is routed to a 9-1-1 call answering center that has not deployed Smart911's technology, your critical care information will not be available to the 9-1-1 call operator.

Services Options and Cost

Is Smart911 Really Free?

Yes. Smart911 service is free to individual subscribers. Services are paid for by public agencies thus ensuring free and equal access to all citizens of the community.

Does My Subscription Expire?

Subscriptions do not expire. However, Smart911 requires you to log into the Smart911 site and update your information at least twice per year. If, after several email warnings, you do not log in to the Smart911 site, your subscription may be suspended and no information will be delivered to 9-1-1. It is very important the first responders know your critical information is current and has been recently reviewed.

How Do I Stop My Subscription?

You can terminate your subscription by logging into Smart911, selecting the Account button to access the Account Details page, and then clicking the Remove Account button. Cancellations are effective immediately. Your subscriber information will no longer be active in the Smart911 system, and it will not be displayed to emergency response teams should you dial 9-1-1.

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