If you are registered with Hamilton Relay:
You will connect with a Hamilton Relay Communication Assistant (CA) and the CA will verify your registered location. If your registered location is accurate, inform the CA that the location is correct. The CA will connect your call to the nearest Public Safety Answering Point (PSAP). The PSAP will be able to view your contact and location information.
If you are NOT registered with Hamilton Relay, or your location information is not up to date:
Because the Internet functions differently than the standard telephone network, your specific location information is not able to automatically be given to emergency personnel. Therefore, the CA will connect to the emergency call center through a third party agency that keeps track of the local Public Safety Answering Points (PSAP) centers across the country which handle emergency/911 calls. You will be required to provide your specific location, as well as the nature of your emergency to the CA when connected. Your call with then be directed to the nearest PSAP to you and emergency personnel will communicate with you through the CA regarding your emergency.
If you have an emergency, you should use your standard telephone line or tty to call your local emergency service number directly. The nature of internet-based telecommunications relay services does not allow Hamilton to recognize your location and the services should not be used for emergency calls.
If you no longer have a telephone line and/or a tty, you may place an emergency call using Hamilton Instant Relay. Open an IM conversation with "ThatsHamilton" on your buddy list and enter 911. A CA will answer your call immediately. Please be prepared to provide important information including your specific location as well as the nature of your emergency to the CA upon connection.
If you have an emergency, you should use your standard telephone line to call your local emergency service number directly. The nature of internet-based telecommunications relay services does not allow Hamilton to automatically recognize your location and the service should not be used for emergency calls.
If you no longer have a telephone line and/or a TTY, you may place an emergency call using Hamilton Web Relay. Click on "Make & Receive Calls Now!" and click on the 911 call button on the screen. This will put your emergency call ahead of other callers. You may be prompted to provide important information including your specific location as well as the nature of your emergency.
If you have already registered, and log into your Account to Make & Receive calls with Hamilton Web Relay, you may click on the 911 call button. This will put your emergency call ahead of other callers, and your location information and 10-digit number will be made available to the Emergency Call center that you will be connected to. If the location information is not up to date, the call may take longer to process for you will be prompted to provide your specific location.
When using the Guest option, you may click on the 911 call button on the Web Relay screen to place an emergency call. This will put your emergency call ahead of other callers, but you will be prompted to provide your specific location in order to connect you to the nearest Emergency Call center.
Relay providers must give you easy way to update location info quickly. With Hamilton Relay, you can log into your Hamilton HomeTown Number Account to enter your new location information. You may also simply click the "Update My Account" button at the top of the page. For your safety you should update your location information whenever it changes.
If you make an emergency call with outdated location information, inform the CA of the new location where you are at the beginning of the call so that we can route you to the nearest PSAP. As soon as you are able, update your location information in your HomeTown Number Account!
It could take some time to get your call connected to the correct PSAP. If you have a TTY or a land-line phone, we encourage you to dial 911 directly as it will be answered by the PSAP more quickly.
Yes, only if you called from a registered service associated with your 10-digit number. The 911 call taker can dial your 10-digit number as seen on their screen. Your number and address will ONLY show up if you call via your Preferred Relay Provider.
Calls dialed directly from landlines (your TTY or Voice line) automatically connect directly to 911 and your location information and phone number will appear on their screen.
Calling through your Preferred Relay Provider might take longer because you are calling through a CA.
Calling through a relay provider with which you are NOT registered could take a long time while questions about your location are clarified.
The Internet (which is not 100% stable) can drop calls and experience disconnections.
To register with Hamilton Internet Relay service, visit www.hamiltonrelay.com and register for your HomeTown Number Account. For VRS, please select a provider from the list of potential providers to establish your Preferred VRS Provider.