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1. Can the center communicate with the speech/hearing-impaired?

Yes.  The Emergency Communications Center is equipped with Telecommunication Device for the Deaf (TDD) enabling communications with the speech/hearing-impaired callers.

If a caller uses a TTY/TDD, the caller should:

• Stay calm, place the phone receiver in the TTY, dial 9-1-1.
• After the call is answered, press the TTY keys several times. This may help shorten the time necessary to respond to the call.
• Give the call taker time to connect their TTY. If necessary, press the TTY keys again. The 9-1-1 call taker should answer and type “GA” for Go Ahead.
• Tell what is needed-police, fire department, or ambulance. Give your name, phone number and the address where help is needed
• Stay on the telephone if it is safe. Answer the call taker’s questions.

If a deaf or hearing/speech impaired caller does not have a TTY/TDD, the caller should call 9-1-1 and do not hang up.  Not hanging up leaves the line open.  With most 9-1-1 calls, the caller’s address is displayed on the call taker’s screen and help will be sent.

2. Why does dispatch ask so many questions?

Dispatchers ask for pertinent information first – address, type of call, name of caller or those involved, and your call back number.  Once the initial information is obtained, additional questions may be asked depending on the type of call.  The questioning will not slow down the dispatching of the appropriate assistance.  In emergency cases, this information is relayed immediately to field units so they may begin responding to the incident, while the dispatcher remains on the phone to obtain further details that are also relayed to the responding units as it is gathered, in real time.  The dispatcher will further assist callers by giving instructions to callers on how to administer life saving techniques, such as CPR, during medical emergencies; to take steps to promote the personal safety of the caller, the victim and responding Police, Fire, or EMS personnel, and to engage in those actions that preserve evidence to aid in the apprehension of suspects.

3. What do I say when I call 9-1-1?

When reporting an emergency:

• Remain calm
• Speak clearly
• Listen to instructions
• Answer all questions
• DO NOT hang up until instructed to do so by the call taker

The person answering 9-1-1 is a trained dispatcher.  They have been trained as to what questions to ask.  Be prepared to follow the dispatcher’s line of questioning (e.g. WHEN did the incident occur, WHAT is happening, WHERE the situation is occurring, WHO is involved, is a WEAPON involved, what INJURIES have been sustained, etc.).

4. What do I do if I call 9-1-1 by accident?

If you call 9-1-1 by mistake, DO NOT HANG UP.  Stay on the line and tell the dispatcher that everything is all right.  If a caller to 911 hangs up without stating the problem, the caller must be contacted in order to ensure that no actual emergency exits.  This may involve the dispatching of a law enforcement officer to your home or place of business in order to ensure that a problem does not exist.  One common misconception that citizens have about dialing 911 by mistake is they will somehow get into trouble.  This is not true!

5. When should I call 9-1-1?

9-1-1 is only to be used in emergencies.  An emergency is any situation that requires immediate assistance from the police, fire, or rescue.  9-1-1 is for emergencies, potential emergencies, or when an emergency is imminent.

Ask yourself:

• Is there a danger to life or property?
• Is there a serious medical emergency (chest pains, seizures, bleeding, etc?)
• Is there any type of fire (building, vehicle, brush, etc?)
• Is there any crime in-progress (robbery, burglary, prowler, fights, etc?)
• Are there any other life threatening situations (traffic accident with injuries, stuck in high water, etc?)
• Is the caller or someone else the victim of a crime?
• If you are ever in doubt of whether a situation is an emergency, you should call 9-1-1.  It is better to be safe and let the 9-1-1 call taker determine if you need emergency assistance.

Please, do not call 9-1-1 to report that electricity or other utilities are off; to notify authorities of traffic jams; to inquire about government services; or to learn general information.