Calling 911 for Emergencies

[Aikko]

PART 1: The Initial Call-Taking Process

It shouldn’t be different in every state or county as most centers dictate the use of national standardized protocols. When you call 911, there’s a big assumption you should immediately start blurting everything that’s happening, and in a high stress or emergent situation, it can be extremely difficult to think clearly enough to be rational or logical when trying to communicate exactly what’s occurring. Hopefully this will clear up some misconceptions about emergency dispatch and offer some insight as to what goes on when you call 911. 

 

The first thing to keep in mind is that it if it feels like an interrogation when you call, that’s because it is. It’s the dispatchers job to gather pertinent information so we can get the proper assistance to you as quickly as possible. You may feel like answering our questions is slowing down response times, but it’s not. On every call that comes in, at least 2 people are listening to it: 1 is gathering the details and asking you all these questions and 1 is activating the units and getting them started to you. Part of the reason we ask certain questions is because we have instructions for just about everything you can think of and if you answer any of those questions in a way where it makes it obvious you need assistance, we can provide that. But what we can’t do is get help on the way to you without confirming your location. When you call in, we can see where you are, but with a large margin of geographic error. The longer you talk to us, the signal triangulates better, but you can help cut that time down by providing a mile marker, exit number, street name and house number, a cross street, a popular business or a natural landmark. Most centers maintain a list of businesses that can be used as address points to at least get your nearest location, especially if all you know is, “I’m in front of Joe Schmoes Bar and Grill!” Well guess what? I just type Joe schmoes on my address and boom. We got you. Next up is that phone number. While not 100% necessary, it is beneficial if we get disconnected. Say it once when they ask, if they make you repeat it, just do so, it’s because we are trying to make absolutely certain you’ve given us correct info. Next, they’ll ask for your name. You do not have to provide it but it makes it easier to personalize you especially if what you’re reporting is highly sensitive or emotional. Nobody in the center wants to put you on the “sir or maam cycle” to get your attention. I promise you, we hate saying maam. Maam. Maam. I need you to listen to me. I’d much rather say, “Aikko, Aikko, I know this is hard, but I need you to listen to me.” The last question you’ll be asked at the start of EVERY call, “Okay, tell me exactly what happened.” Nooowws the time to blurt everything, right? NO! Short, concise descriptions help us pick the proper complaint. It can be hard to know what’s important immediately, but think of it this way. Don’t tell them your symptoms, tell them the problem. If meemaw fell in the tub and she’s got a dislocated knee, don’t just say, my meemaw dislocated her knee. Say, my meemaw fell in the tub. From there we know the mechanism of injury is now a fall, and when we select that from the list, every question related to her fall will be in that list. To include symptoms, injuries, length of time, how much meemaw weighs, how far she fell, all of that is covered. I promise you, there’s a protocol for everything. We have over 150 pre identified protocols related to everything in police, medical and fire. Transformer blew? Got it. Car vs building? Got it. You haven’t heard from your brother in a week? Got it. There’s a deer in your lawn? Got it. The dumpsters on fire? Got it. Cat in a tree? Got it. Even granny’s who think they’re calling 411 and want the number for the hair salon, we got it. (Yes, I’ve had these exact scenarios, so I know we got it. 😅)

 

Ok, more to come. But for now that’s the basics of the first 20 or seconds of the initial call taking process.

Let me know if anyone has any questions and I’m happy to answer for you!