Anatomy of a 9-1-1 Call, Part II

By: Brendhan T. Sears, RPL, CMCP

Last April, we brought you our first installment of this series, where we discussed things like knowing your location, where exactly your 9-1-1 call goes (and why it may need to be transferred), and, of course, the infamous "pizza myth." As promised, we're following up to answer even more of your questions and share additional things you should know.

Before we begin, one term we introduced in our first blog that we frequently use is PSAP or, Public Safety Answering Point. It's just the formal term for a 9-1-1 call center.

What Happens When I Call 9-1-1?

We're gonna have some questions! Some may not make sense in the moment and some of them may seem obvious to you - but most PSAP's are required to ask certain questions to confirm they heard you correctly and reduce or eliminate any potential liability.

It can be very easy to misunderstand our callers, You may be outside with other people who are also talking or yelling, there may be wind, or traffic noises, all of which are compounded when you're on speaker phone. You may not realize how excited you are or that you're yelling into the phone, which can cause distortion. Throw in a thick accent and it can make it even more difficult to understand you.

We also have to contend with noise inside the PSAP, especially when it's busy - and it usually is. Knowing that these examples are common doesn't help us hear you any better, unfortunately, That's why it's critical that we fully understand you, so we not only get you the help that you need, but that we are sending help to the right place.

For example, it's very easy to misinterpret "One Sixteen Main St" as "One Sixty Main St." Or if the address is "Thirty Two Eighty Five Main St," but what you actually mean is, "30285 Main St." In each example, we may ask you to confirm each digit individually.

Depending on the situation, we may stay on the line with you until help has arrived to ensure your safety and provide responders with important updates. In other cases, we may ask you to call back if the situation changes prior to our arrival. How we triage calls depends on a variety of factors including:

• the nature of the call

• If it's in-progress or delayed (for example, if an offender is still there)

• if you're reporting something we're already aware of

Finally, if you accidentally "butt dial" 9-1-1, your child is playing with the phone, or you accidentally hit the emergency button - whatever the case may be - PLEASE DON"T HANG UP! It's much easier for all of us if you just stay on the line and just say "hey, my bad, it was a mistake."

Smart911

Smart911 is a free service that allows you to create a personal profile that includes vital information like:

• Emergency contacts

• Medical conditions

• Allergies

• Detailed home information (address, household members, pets, cameras, etc.)

• Pet details

This info is then instantly available to dispatchers when you dial 9-1-1 from the phone number linked to your account.

It is important to note that not all PSAP's use Smart911. Don't let that stop you from signing up though - it can still be incredibly useful when you're travelling or even if your daily commute takes you outside of your hometown.

Communication Barriers

This is a big one because it covers a wide spectrum of potential challenges - but 9-1-1 dispatchers will very likely have the tools and resources at their disposal to meet these challenges head on.

The first (and probably most obvious) challenge is language barriers. What language is the caller speaking? Spanish? Polish? Japanese? If their isn't a bilingual dispatcher readily available, most PSAP's partner with professional translation services that can be conferenced in with the push of a button. The service my agency uses, for example, offers translation and interpreter services for over 300 languages!

Another potential barrier can come from those who are hearing impaired. Members from that community will likely use a TTY (Teletypewriter) or TDD (Telecommunications Device for the Deaf) to communicate with others, including 9-1-1. Our phone systems are also unique in that they are full computers - complete with monitor, keyboard, and mouse - allowing us to both receive and respond to theses messages directly.

TDD Device. Source: Wikipedia

Next Generation 911

More and more agencies are implementing Text-To-911 with the slogan, "call if you can, text if you can't." This is a newer service that's being rolled out with NG911, or Next Generation 9-1-1.

NG911 is an upgrade from the traditional system most of us grew up on. It not only allows for texting, but video services as well. While it's not a replacement of TDD/TTY, texting is a great alternative because of it's portability and lack of bulky equipment. it also allows for one thing those devices can't: media sharing.

Depending on the provider your PSAP uses, media sharing generally requires the dispatcher send you a secured link to click on that will allow you to share things like photos and pre-recorded videos.

Finally, there is 9-1-1 video calling. This feature allows dispatchers to visually assess a situation to better understand what's happening. This will likely be a last-resort option, as most calls won't require it. According to industry partner RapidSOS, video can help us by:

• Identifying persons of interest

• Dispatching appropriate units by sending exactly what and who is needed

• Provides visual ID to quickly confirm and reunite missing persons with family

• Pinpoint vehicles of interest

• Assisting callers in remote areas who may be lost or injured.

  
  

You can read more information on that here.

Live video sharing will also typically require a a dispatcher to send you a secure link. You cannot dial 9-1-1 straight from a live video - at least not yet. Video is also only one-way: you will never see the dispatcher.

Many people with communication barriers are scared to call 9-1-1 thinking that we aren't going to be able to help them - but that is far from the case! Don't let that fear cause an unnecessary delay in getting you the help!

A Quick Scenario

A friend calls YOU to let you know they were involved in a hit and run accident, and ask you to call the police for them. Unless you're a first responder, you're not going to know what questions to ask or what information we need. Those questions serve a purpose - even if it doesn't make sense in the moment - and they allows us to be as prepared as possible before help arrives.

*** Important note: NG911 services like text and video are not universally available yet. Contact your local police department's non-emergency line to confirm what services they use. Call 9-1-1 in an emergency if you are unsure.

Third Party Services

Not all safety-related products connect directly to your local PSAP. Home burglar, fire, and medical alarms are great examples. These systems typically alert the alarm company's call center first, who then relay that information to the appropriate PSAP.

Fun fact: most PSAP's will not provide details about your alarm activations because are unable to confirm your identity over the phone - you could very well be a burglar attempting to have us cancel the call! Your alarm company will provide you with any and all necessary updates.

Vehicle crash notification systems, like OnStar, work similarly, connecting to their call center first.

Critical Incidents

Critical or major incidents create a strain on emergency services from top to bottom - but it ALWAYS starts with 9-1-1.

Several years ago, there was a large explosion at a manufacturing plant that tragically killed four people. Thousands of 9-1-1 calls poured into several PSAP's for a blast the was felt 20 miles away.

Many of those calls are for people seeking information. I cannot stress this enough: DO NOT CALL 9-1-1 FOR INFORMATION!! People were using 9-1-1 asking for details before first responders were even on scene. There are a few things to consider here:

• The number of 9-1-1 lines and staffing available to answer them are limited. If you're calling solely for information or an update, you could very well be blocking someone from calling who is involved and may be injured - and that person may be a loved one.

• PSAP's do not act as news outlets. For the most up-to-date information, check with your local news outlet or your departments social media pages. Dispatchers handle what the other first responders need: resource management and coordination, providing and documenting real-time updates, gathering and relaying information, strategic support (notifying utilities, hospitals, etc), and the list goes on. Because of all of this, dispatchers aren't going to have the specific details the general public is requesting.

• The rest of the world doesn't stop during a critical incident! During that explosion, two of us were handling an active home invasion.

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The duties of a dispatcher go well beyond anything you could possibly imagine. The training at my agency, for example, can last more than 6 months before you're released on your own. Ask any dispatcher and they will tell you it takes years before they finally start feeling comfortable on the job. Imagine walking in on your first day and this is your workspace:

AI re-rendering of my actual workstation

All of the most traumatic, bizarre, tragic, and sometimes even funny events that make headlines often begin with a call to 9-1-1. Dispatchers help usher new life into the world, and are with others as they take their final breaths. There's nothing we haven't heard or handled, and while we may hear everything unfold, we never see it or get closure, so our minds often take us to the darkest outcomes.

During our busy days, which are more frequent because most PSAP's are critically understaffed, we often don't have time to process traumatic calls because the phones don't stop ringing. We are forced to come in early and stay late, sometimes working 16+ hours, taking bites of our cold food between calls. We hear the cries for help of the injured and scared. We hear the shots on active shooter calls. We read tones, vibes, silence, and social cues better than anyone, and we have an unrivaled sixth sense. We help save lives. Period.

The constant exposure to callers' trauma means that dispatchers are at significant risk for PTSD, with symptoms including anxiety, depression, emotional detachment, and burnout. And we do it all under the federal classification of clerical workers. The time for reclassification and national recognition as First Responders was yesterday.

We are 9-1-1 dispatchers. What's your superpower?

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About the author: Brendhan T. Sears, RPL, CMCP, is the Founder and Owner of Humanizing the Headset, LLC, and has been dispatching in the Chicagoland area since 2007. He is active in his department as a Certified Trainer, a member of the Peer Support Team, is CIT Certified, and serves as a Union Rep.

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