What is your name? We may ask you to clarify or spell your name. What is the phone number you’re calling from? In the event the call is disconnected, we need to be able to call you back. Also, if the emergency is moving, such as a dangerous driver you’re watching, we need to know the direction of travel (what street they are on and which direction they’re headed.) When asked for a location, avoid giving answers such as, “at my house”, “on the highway”. It’s also helpful if you can indicate a direction (example: north, south, east, west). If you don’t know the address, it’s important to know the cross streets. If you are not at that address, that information will be requested later in the call. What’s the address of the emergency? This is the address where the emergency is actually occurring. While each call is different, they all begin with the same few questions: The call will go much more smoothly if the call taker is allowed to ask you questions in the order the information is needed. ![]() Before you’re in a situation that requires a call like this, it’s helpful to understand what kinds of questions you might be asked. Typically, a call to 9-1-1 is made during a stressful situation. ![]() What Types of Questions Does a Call Taker Ask, and Why? Until they verify that they have all of the information needed. It is very important to remain on the line with the call taker If you are involved in an emergency and are panicking, you might think that staying on the phone with the call taker is keeping them from sending help. While the call taker is on the phone with you, they are sending information to the dispatcher who is in communication with officers. The call taker’s job is to ask questions as calmly as possible and to collect all the information necessary for the dispatcher. When you dial 9-1-1 your call is answered by a call taker. What’s the Location of the Emergency?”įor each call that requires an immediate officer response, there are a number of people who ensure this happens seamlessly. That’s more than 1,000 calls per day!ĭispatch employees go through 240 hours of initial training plus an additional 5-6 months of on-the-job training for call-takers and an additional 8-10 months for dispatchers. Since 2014, Dispatch handles more than 400,000 calls per year. (Doesn’t include administrative calls into the unit from officers and other employees.) Take an average of 450 emergency and 500 non-emergency calls per day. There are 3-6 people answering the phone at any given time apd dispatch statsĪuthorized Number of Employees: 60 (plus a manager and clerk): 7 supervisors, 6 call takers, 47 dispatchers (spend a portion of their shift as call-takers) With the emergence of cell phones and VoIP calls, things got a little complicated. Today, approximately 96% of the geographic US is covered by some type of 9-1-1.Įnhanced 9-1-1 is, in short, a location service for landline calls and the system automatically ties an address or coordinates to a call so dispatchers know exactly where to send emergency responders. Ninety-five percent of that coverage was Enhanced 9-1-1. By the end of the 20th century, nearly 93% of the population of the United States was covered by some type of 9-1-1 service. ![]() On February 22, 1968, Nome, Alaska implemented a 9-1-1 service. In 1967, the President's Commission on Law Enforcement and Administration of Justice recommended that a "single number should be established" nationwide for reporting emergency situations.
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