911 Frequently Asked Questions
Why shouldn’t I call 9-1-1 and hang up?
Communications operators will attempt to call back all 9-1-1 calls that are disconnected before they can be answered. If you hang up, we may not receive the information needed from the telephone company to call you back or locate you. Unless an operator connects with the caller, police officers will investigate the 9-1-1 call. If you do not have an emergency, you will be taking resources from people that are in emergency situations. Even if you accidently call 9-1-1, stay on the line and speak with the operator.
What if I accidently dial 9-1-1?
Do not hang up without talking to a 9-1-1 operator. Tell the operator you misdialed. If you do not respond to the operator’s answer or hang up before speaking to an operator, the operator will attempt to call you back. If the operator receives a busy signal, voice mail, or no answer, police are dispatched to search for you and verify that you are not in danger. Learn how to prevent unintended 9-1-1 calls from your cell phone.
Why ask for my address and phone number – don’t you have them from the telephone company?
The telephone information provided to the Communications may be incomplete, inaccurate, or delayed. For your safety and the safety of the responders, your location and phone number must be verified. If you do not verify your address and phone number, we may not know where to send help.
Why do you ask for my address two times when I want an ambulance?
You are asked for your address and phone number twice because you first speak with a 9-1-1 operator, who then connects your call to a medical dispatcher. While the operator is connecting your call with the medical dispatcher you will hear a clicking noise followed by silence before hearing the medical dispatcher answer your call. DO NOT HANG UP. The medical dispatcher will confirm your address and phone number to ensure the information has not been lost or distorted during the transfer.
The 9-1-1 operator gathers your address and phone number to ensure that help can be sent to you even if your call is lost during the transfer to the medical dispatcher. Calls are lost because people hang up the phone, or the cell phone momentarily loses reception. If your call is lost during the transfer, the dispatcher will contact the correct medical dispatch agency, ask them to start medics to the address you gave us, and the medical dispatcher will attempt to call you back on the number provided to the 9-1-1 operator.
Why do you ask for descriptions? Why can’t I tell the police after they arrive who it was and where they went?
Police officers look for criminals on their way to the victim. Descriptions that set that criminal apart from others are needed for effective identification and apprehension.
Why don’t you know how long it will take for an officer to arrive?
At times, the number of calls for help exceed the number of police officers in your area that are able to respond immediately to your call. Dispatchers send police as soon as an officer becomes available to respond to your call. The arrival time at your emergency cannot be estimated.
Available officers may need to travel several miles to your emergency over roads obstructed by traffic or affected by weather conditions. Dispatchers assign officers to emergencies based on the urgency of the situation and the need to maintain police coverage throughout the County.
If your emergency is escalating and the danger of someone being harmed changes, call 9-1-1 again and update the circumstances with the 9-1-1 operator. The police dispatcher will adjust the urgency and priority of your call based on the information they have.
I called the non-emergency line, and I was told to call someone else, why?
The 911 operator refers callers to the agency or person best able to provide a solution to their unique situation. As the communications hub for the County, the Communications Center answers and directs your non-emergency call to those in the best position to provide help.
I was scared and worried, why did the operator sound so calm?
Operators understand the trauma and urgency of your emergency. However, to quickly get help to your emergency, the operator is trained to stay calm while obtaining the critical information necessary to rush the right help to the right location. Operators remain calm to help you think and speak clearly so you can control the emergency situation and help those in danger as best you can. Operators will help you stay calm so that you can work effectively with the first responders upon their arrival or to administer medical help.
Why do you only want to know what happened today?
The 9-1-1 operator needs to know what is happening right now to send the right help to the right location as quickly as possible. When police, fire, or medical responders arrive, tell them the background information they need to understand your emergency.
Will I get help faster if I say there is a weapon, or someone is injured?
Yes, but don’t say someone is injured or there is a weapon just to get help faster. Exaggerating the problem only takes away services from other people that need help too.
Why does it take so long for help to arrive?
Emergency responders start for any emergency after they are dispatched to the call, but they may be slowed by weather, traffic, blocked train crossing or factors that make it difficult to find the address of your emergency. Make sure you clearly provide as much detail as possible about the address and precise location of your emergency.
Prominently displaying your street address to the street and alley helps public safety responders find you. When it is dark, help responders find you by turning on a porch or other lights. If possible, wait by the street to flag down and direct responders to your emergency.
If you are in a secured building, help responders by opening the door for them. If officers cannot get inside the building, they will be unable to help resolve the situation.
How private is my call?
The dispatchers maintain the confidentiality of your call. However, all telephone calls are recorded with the exception of Crime Stoppers. Recordings are available to police officers, fire fighters, and county / state prosecutors. Frequently, 9-1-1 calls are entered as evidence in a court of law.
Cell Phones?
Approximately 65 percent of 9-1-1 calls are made from cell phones. Unlike hard-wired telephones, cell telephone numbers are not assigned a physical address, which creates problems locating your emergency. The 9-1-1 operator answering your call will need your detailed location information to send help to your emergency.
The cell tower that receives a 9-1-1 cell call routes it to the nearest 9-1-1 center. At times, the Emergency Communications Center receives cell phone calls from the border areas of adjacent counties. Always tell the 9-1-1 operator the CITY your emergency is located in to ensure routing of your emergence call to the closest first responders.