- December 4, 2025
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With survey questions such as “Was the call-taker courteous?” and “Was your telephone call answered in a timely manner?” the Sarasota County Sheriff’s Office next week plans to roll out a new, post-call feedback system for those who reach out to 911 or non-emergency lines.
Announced Wednesday, to begin on Sept. 22, the system will be among the first such efforts in the state.
“In today’s on-demand society, we understand how important it is to keep citizens informed,'' said Sarasota County Sheriff Kurt Hoffmann in a prepared statement. "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.''
Not all callers will receive post-call requests for feedback, the Sheriff’s Office said. In 2024, 911 operators handled 667,776 calls, according to an update posted earlier this year.
The text messages will be sent to the number that initially connected with authorities after predetermined incidents, asking citizens to take a survey about their experience during their call for service. It will also allow citizens to provide their own comments, feedback, or take the opportunity to thank a call taker.
“Serving our community on their worst day is a responsibility we hold in the highest regard at Sarasota County, and being able to receive feedback directly from our residents is vital to strengthening our programs and response,” said Sarasota County Emergency Services director Rich Collins. “We encourage residents to fill out this survey when they receive it.”
The PowerEngage system allows people contacted to simply reply with STOP to end the process. Anyone not receiving a text can participate via the online form.
The 10-question survey contains yes-or-no questions, questions in which a 1-10 rating is sought and an area in which respondents can write a longer-form answer.
The Sheriff’s Office emphasizes the system is only for feedback and not a way to report a crime or emergency.
