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Learn how OnStar works with First Responders

OnStar has unique features designed to get the right help to the right place in an emergency.

The Basics of OnStar

Understand the basics of OnStar

OnStar offers Members with paid memberships 24/7/365 access to specially trained Advisors. These Advisors communicate via a three-button, in-vehicle system that relies on:

  • GPS positioning
  • Cellular wireless connectivity
  • Voice and data technology

The red Emergency button provides a priority connection to an OnStar Emergency-Certified Advisor.*9 After triaging the call, the Advisor may contact an Emergency Communications Center (ECC) based on the incident location. The Advisor can provide the ECC with the exact GPS location and can request fire, police or medical support be sent to the location of the emergency.

 

GPS and Cellular Wireless Connectivity

OnStar-equipped vehicles are fitted with external cellular and GPS antennas for omnidirectional coverage. This means the signal is not likely to be blocked by pillars or a roof the way they can be with handheld mobile phones. The GPS antenna generally has a clear line of sight to GPS satellites, while the cellular antenna generally has good connectivity to a cell tower.

The OnStar system is embedded and factory-installed in most vehicles, so it’s available and ready to connect to an OnStar Contact Center, assuming power and a cellular signal are available and the service plan and OnStar hardware are active.

Additionally, OnStar understands the challenge that ECCs face in determining the location of a mobile 911 call — but the OnStar Guardian™ app*82 can help:

  • In a crash or emergency, getting the right help to the right location is essential
  • The OnStar Guardian app uses GPS data that provides the ECC with a caller’s location
  • This data offers more precise location information than a cellphone tower ping

 

OnStar Emergency-Certified Advisors

OnStar Emergency-Certified Advisors are trained extensively to handle all types of emergencies, are EMD-certified by the International Academies of Emergency Dispatch® (IAED), and our OnStar Call Centers have achieved the designation of Accredited Center of Excellence (ACE). In medical emergencies, Advisors can provide directions to the nearest hospital, perform EMD and provide pre-arrival instructions until First Responders arrive and take over care.

The OnStar EMD process is handled in parallel by two OnStar Emergency-Certified Advisors:

  1. An Advisor receives an emergency button-push or an automatic crash incident, quickly determines the nature of the emergency, verifies the location and conferences in a second Emergency-Certified Advisor to provide EMD, if needed.
  2. While the second Advisor provides EMD, the first Advisor simultaneously contacts the ECC to report the emergency, verifies the jurisdiction and provides the location with a brief description of the incident. The two Advisors will coordinate with each other and the ECC to obtain any additional information required to facilitate the appropriate dispatch of assistance to the scene.
  3. The second Advisor will remain on the line until First Responders arrive, and the first Advisor may re-contact the ECC with updates, as needed.

OnStar has a designated medical director for protocol guidance.

 

OnStar tools and technologies

Location Is Everything

OnStar understands the importance of having the precise location of an incident before dispatching emergency resources. GPS, embedded in-vehicle systems and enhanced location from smartphones provide the location of our callers with street names, alternate street names, latitude and longitude and aerial imagery.

OnStar's mapping data also contains proprietary digital boundaries for primary ECCs across North America to ensure Advisors contact the ECC with jurisdiction for the incident.  We update our map data and ECC jurisdictional boundaries and contact information to stay current with changes, and encourage ECCs to contact us with any recently made changes via email at: emergencyservices@onstar.com.

 

Priority Access and Telephony

In the United States, OnStar has the ability to deliver emergency calls to the ECC via the 911 trunk lines. This means verified emergency incidents get to the ECC more quickly and reliably.  This method of call delivery is consistent with other emergency calls received at the ECC.

OnStar uses the existing VoIP 911 call and data delivery process to expedite these calls. OnStar calls are telematics-based, not VoIP-based, but OnStar utilizes the existing VoIP-to-ECC infrastructure to minimize any impact on ECCs. OnStar also utilizes the telematics class of service (TLMA), where possible, to provide more context into the call as it arrives at the ECC.

ANI/ALI screens may vary slightly from ECC to ECC because the information is presented using the local exchange carrier format. If there is a discrepancy with the display, please alert the Advisor who will follow up with the database group. 

Any problems, boundary changes or test-call requests can be sent via email at: emergencyservices@onstar.com.

 

Support

OnStar has many resources to assist in emergencies, including:

  • Extensive emergency training and EMD certification.
  • Access to GPS location and aerial imagery to assist public safety locate emergency incidents.
  • OnStar's proprietary ECC jurisdictional database to ensure our Advisors know the correct agency to contact.
  • Priority Access to Public Safety: OnStar calls are coming in on 911 trunk lines with ANI/ALI display as OnStar Call Center, our dedicated public safety call-back number of 1.866.866.5006, and the latitude and longitude of the incident location.
  • Additionally, the ANI/ALI display provides a description of where the call is coming from and allows dispatchers to determine if the call is coming from built-in OnStar service or the OnStar Guardian App.*82
  • Bilingual Advisor teams to assist French and Spanish speaking callers, and similar to ECCs, OnStar also utilizes the Language Line for communication assistance.
  • Real-time access to information such as weather and Amber Alerts to pass along to our callers, when appropriate.
  • A Command Center at GM headquarters in Detroit, MI, where call volume, telephony, service levels, and weather and crisis information are monitored to ensure proper support of our Members’ and Advisors' needs and access to Poison Control and Suicide/Crisis Prevention resources, as needed.

 

Visit Our Virtual Outreach Experience

Step inside to access a variety of public safety educational content highlighting OnStar’s emergency services. Explore the virtual exhibit hall, download reference materials, stop by the Auditorium to preview the new OnStar Guardian App and attend breakout sessions about Automatic Crash Response and Vehicle Location Assistance to learn how we can work together.

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First Responder Stories

Experience a day in the life of a First Responder. This exclusive content allows you to hear firsthand accounts of how public safety professionals approach their work — and the many ways they partner with OnStar.

LEARN MORE

1 * Must be a current Firefighter, Police, EMT/Paramedic, 911 Dispatcher or Healthcare Professional (as defined by U.S. Bureau of Labor Statistics). First Responders employed by federal, state or municipal governments may be subject to restrictions that limit their ability to accept this offer. Accordingly, this offer is void unless permitted by applicable federal, state and municipal laws, regulations, rules, ordinances, policies, codes of conduct, and other directives or standards regarding ethics and gift acceptance by the applicable federal, state or municipal employees. By accepting this offer, you verify that doing so complies with all laws, regulations, policies or other restrictions regarding ethics or gift acceptance that apply to you. Not available on select base trims or with some other offers.

2 * Prices do not include state and local sales taxes. If applicable, state and local sales taxes will be displayed on the checkout page. Prices and plans are subject to change. A credit card or automatic debit payment is required for all online transactions. Call 1.888.4ONSTAR (1.888.466.7827) for details.

3 * OnStar plan, working electrical system, cell reception and GPS signal required. OnStar links to emergency services. Not all vehicles may transmit all crash data. Check here for details and limitations.

4 * Roadside services provided by Allstate Roadside Services for vehicles only. Limitations and restrictions apply.

5 * Requires paid plan, working electrical system, cell reception, GPS signal, armed GM factory-installed theft-deterrent system, contact method on file and enrollment to receive alerts. Additional messaging and data rates may apply. Services are intended to assist with vehicle recovery and do not prevent theft or protect against damage or loss. Check here for details and limitations.

6 * Requires paid plan and properly equipped vehicle. Mobile app functionality is available on select devices and requires data connection. Map coverage available in the U.S., Puerto Rico and Canada. Check here for details and limitations.

7 * Requires paid plan. Lock/unlock feature requires automatic locks. Remote start requires GM factory-installed and enabled remote start system. Check here for details and limitations.

8 * AT&T Connected Car Unlimited Plan (Prepaid 30-Day Auto Renewal): U.S. only. Prepaid session-based data plans provide you with access to AT&T wireless data services for your equipped vehicle including, but not limited to, features that may be used with wireless data services, content and application. Eligible vehicle, data plan and compatible SIM card required. Duration: Session-based prepaid plans for 30 days. Auto Renewal: Plans automatically renew every 30 days unless canceled. To cancel at any time, call 1.888.466.7827 or by accessing your account online. Auto-Renewal Payments: Monthly charges will automatically be billed to credit card on file on day 30 unless canceled. Payments are nonrefundable (subject to applicable law). Pricing: $25 for a 30-day prepaid plan. Limit: 1 vehicle per 30-day prepaid plan. Devices: Sold separately. Data: For use in the U.S. only. Hotspot: Connects a limited number of Wi-Fi-capable devices per vehicle hotspot as specified by the vehicle maker. Devices connected to vehicle’s hotspot use data from your plan. Once a device connects, it will automatically reconnect and use data from your plan unless hotspot is removed from returning device settings or hotspot password is changed. Performance varies based on number of devices connected and other factors. Stream Saver feature not available for this Plan. General Wireless Service Terms: Subject to AT&T Session-Based Wireless Data Services Agreement available at att.com/USTermsandconditions. Pricing, offer and terms subject to change and may be modified or terminated at any time without notice. Coverage and service not available everywhere.

9 * Certified by the International Academies of Emergency Dispatch.®

10 * At participating dealers. Offer lasts April 1–June 30, 2020. Excludes select base trims. Not available with some other offers. Take new retail delivery by 6/30/20.

16a * OnStar plan, working electrical system, cell reception and GPS signal required. OnStar links to emergency services. Check here for details and limitations.

29 * U.S., Canada and Mexico only. Requires select paid plan. Service is designed to locate compatible connected vehicles. Eligibility varies by vehicle model. Functionality varies by mobile device. Message and data rates may apply. Requires contact method on file and enrollment to receive alerts. User terms and limitations apply. Check here for details.

57 * Apple, the Apple logo®, and App Store are trademarks of Apple Inc., registered in the U.S. and other countries.

58 * Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions.

82 * U.S. and Canada only. Available on select Apple and Android devices. Mobile Crash Response services are intended for use in vehicles only and can connect automatically on Android devices only. Service coverage varies with conditions and location. Service availability, features and functionality vary by device and software version. Active service plan, OnStar Guardian service plan add-on, cell reception, GPS signal and device data connection required. Terms apply. Device permissions are required for app to operate properly. OnStar links to emergency services. Device and app may not transmit all crash data. Check here for details and limitations. Pricing and availability subject to change. You may cancel at any time by calling 1.888.4ONSTAR (1.888.466.7827).

83 * U.S. and Canada only. Available on select Apple and Android devices. Mobile Crash Response services are intended for use in vehicles only and can connect automatically on Android devices only. Service coverage varies with conditions and location. Service availability, features and functionality vary by device and software version. Active service plan, OnStar Guardian service plan add-on, cell reception, GPS signal and device data connection required. Terms apply. Device permissions are required for app to operate properly. OnStar links to emergency services. Device and app may not transmit all crash data.

90 * Full Bluetooth feature functionality varies by device, model and software version. The Bluetooth® word mark and logos are owned by the Bluetooth SIG, Inc., and any use of such marks by General Motors is under license. Other trademarks and trade names are those of their respective owners.