Sarasota to Begin Sending Surveys to 911 Callers

The Sarasota County Sheriff’s Office is set to launch a new post-call feedback system next week, aimed at gathering insights from individuals who contact 911 or non-emergency lines. The initiative, which will begin on September 22, includes survey questions like “Was the call-taker courteous?” and “Was your telephone call answered in a timely manner?” and is among the first of its kind in the state.

Sheriff Kurt Hoffmann emphasized, “In today’s on-demand society, we understand how important it is to keep citizens informed. Much like private companies use tools to send automatic text message notifications, updates, and satisfaction surveys to their customers, SCSO is now able to do the same.”

It’s important to note that not every caller will receive a post-call feedback request. In 2024, 911 operators managed 667,776 calls, according to an update released earlier this year.

The feedback requests will be sent via text message to the number used to connect with authorities after specific incidents. The survey will invite citizens to share their experiences and offer comments or gratitude towards the call takers.

Rich Collins, Sarasota County Emergency Services director, stated, “Serving our community on their worst day is a responsibility we hold in the highest regard at Sarasota County, and getting feedback directly from our residents is vital to strengthening our programs and response. We encourage residents to fill out this survey when they receive it.”

The PowerEngage system will also allow recipients to opt out by replying with “STOP.” For those who do not receive a text, participation is available via an online form.

The survey will include ten questions, mixing yes-or-no inquiries, 1-10 rating scales, and an option for longer-form responses.

Importantly, the Sheriff’s Office clarifies that this system is designed purely for feedback and should not be utilized to report crimes or emergencies.

Key Information

• Launch Date: September 22
• Survey Questions: Will include “Was the call-taker courteous?” and “Was your telephone call answered in a timely manner?”
• Notable Stats: 911 operators managed 667,776 calls in 2024.
• Participation: Feedback will be collected via text messages or an online form.
• Survey Format: 10 questions including yes/no, 1-10 ratings, and open-ended responses.
• Purpose: Designed for feedback, not for reporting crimes or emergencies.