911 Assist Overview

911 Assist® (if equipped) is a SYNC® system feature that can call for help if you’re in an accident.* 911 Assist uses your Bluetooth-paired and connected phone to initiate a 9-1-1 call directly to local responders, even if you are unable to reach the necessary controls. After relaying details of the accident and your vehicle's location, 911 Assist will open the line so that you can speak directly with the 9-1-1 Call Taker. If you or your passengers are not able to respond, 911 Assist can help provide the Emergency Call Taker with important information so you can get the help you need.¹² , ¹³, ¹⁸ , ²¹ , ²⁵

^{*Aftermarket OBD-II wireless transceiver diagnostic devices may interfere with various vehicle systems including Vehicle Health Report and 911 Assist. To avoid interference, remove the device or contact the device maker for more information on compatibility.}

911 ASSIST CAN CALL FOR HELP, EVEN IF YOU CAN’T

If you are involved in an accident that deploys your vehicle’s airbags—or, in some vehicles, activates the emergency fuel pump shut-off—911 Assist can use your Bluetooth-paired and connected phone to immediately place a call to a local 9-1-1 Call Taker. SYNC communicates the details of the accident, including the location upon request, to the Emergency Call Taker so that you can get the help you need. After delivering the important information, SYNC opens the line so that you can speak directly with the Emergency Call Taker.

911 Assist is a feature of SYNC, and it’s always available on your vehicle, even if you transfer the vehicle to another owner. There are no subscriptions required to use the feature; however you do need to choose to set the feature to ON prior to an accident in order for 911 Assist to be available during the event.  SYNC will display either an icon or text reminder of its current 911 Assist ON/OFF setting each time your vehicle connects to your phone.

911 ASSIST SETUP

911 Assist requires both SYNC and your paired and connected mobile phone to operate. Let’s walk through the steps needed to set up the 911 Assist feature and properly pair and connect at least one mobile phone with SYNC.

ENABLING THE 911 ASSIST FEATURE

911 Assist is set to Off by default, so you must initially enable the feature in order for SYNC to be able to place an emergency call in the event of an accident.

911 ASSIST AND YOUR PAIRED PHONE

If you haven’t already, pair your mobile phone with SYNC. You’ll only need to pair a phone with SYNC once; after that, SYNC will recognize the paired phone and automatically connect it each time you get into your vehicle. As long as you have the 911 Assist feature enabled, SYNC will be able to use the paired phone to help place an emergency call in the event of an accident.

If you have multiple paired phones in the vehicle at the time of an accident, SYNC will attempt to place the 9-1-1 call using whichever paired phone is currently connected to SYNC. If that phone is unavailable, SYNC will attempt to connect with another paired phone in order to make the emergency call.

To function properly, 911 Assist requires that your vehicle’s electrical system (including the battery), your wireless service provider’s signal, and the paired mobile phone all be available and operating. Depending on the severity of the accident, your phone or the vehicle’s systems could be damaged to such an extent that 911 Assist would not be able to initiate or maintain a call to 9-1-1. If SYNC is inoperable as a result of the accident, but your paired phone is still operational, SYNC will not interfere with your ability to call 9-1-1 directly through your handset.

INITIATING A 911 ASSIST CALL

When 911 Assist initiates a call directly to 9-1-1, the message vehicle occupants will hear is:

“SYNC will attempt to call 9-1-1. To cancel the call, press and hold the Phone button.”

Unless you press the Phone button to cancel within approximately 10 seconds, SYNC will make the call and inform you that:

“A 911 Assist call is being placed. SYNC will speak to the 9-1-1 Call Taker first before opening the line. Please wait.”

You’ll then hear the phone ringing as the call is placed to 9-1-1.

^{Note: Your vehicle is not equipped with a push button for manual activation of 911 Assist, so there is no need to worry about ever placing a false emergency call.}

DURING A 911 ASSIST CALL

911 Assist uses your paired mobile phone to place the 9-1-1 call. Since it is a standard wireless call the network service provider may provide the Emergency Call Taker with your phone’s number, location, and service information if available from the network. Once connected to 9-1-1, SYNC will inform the Call Taker that a Lincoln vehicle has been in an accident and it will also provide the Call Taker with the option to retrieve GPS information about your vehicle's location. Once this information is delivered, 911 Assist will open the line so that you can have a hands-free conversation with the Call Taker.

If you switch off the vehicle ignition and open the vehicle door during a 911 Assist call, the call will not be disconnected. SYNC will use its Privacy Mode feature to transfer the call from hands-free communication to your paired phone, and the call will be audible only through the mobile phone itself. If you decide to exit the vehicle, be sure to take the phone with you in order to continue the conversation.

ENDING A 911 ASSIST CALL

If a 911 Assist call is in progress, the vehicle controls for ending the call are locked out. The only way for you or one of the other vehicle occupants to end the call is to press “End” on the phone handset. This ensures that the Emergency Call Taker has the most control of the situation.

If the call is dropped, the Emergency Call Taker may choose to call back if the callback number is available.