Law Enforcement Specialties >> Communications Center >> How Does Your Center Answer 911?

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How Does Your Center Answer 911?

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Telecommunicator_rusch_max50

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Rated -2 | Posted over 6 years ago

 

Yeah, that was my last nerve... would you drop it now?  


September 11, 2001... I will always remember

Gothic_girl6_sq90_max50

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Rate This | Posted over 6 years ago

 

For us It's Cary 911 location of your emergency...usually the first thing people say is "NC" lol

Vacations_107_max50

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Rate This | Posted over 6 years ago

 

RadioX says ...



Our standard answer is "(City Name) 911, what's the exact location of your emergency?" But most people don't respond with a location, they just say what's going on. So I suggested we change to "What is your emergency?" and then follow up with the location, but that didn't fly even though that's exactly how the flow is going on most calls anyway.


So how does your agency answer, and what's been your experience with callers' response to that?



We answer 911 Where is your emergency? But we never get the location first... so we just go with it...

Front2_max50

63 posts

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Rate This | Posted over 6 years ago

 

In our center it depends on


1. who answers the phone


2. what line is ringing


3. who is in the office


4. and how dang busy we are. . . lol


 


Fort Carson 911 - What is the exact location of your emergency?

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Rate This | Posted over 6 years ago

 

Here it's "9-1-1".  We tried the "North Palm Beach 9-1-1", and "9-1-1, where is your emergency?".  Palm Beach County Fire Rescue answers "What is the address of your emergency?".  The callers almost never give a location first, no matter how you ask them for it.  So once I say 9-1-1 and they start in, I'll take it from there and ask for what I need. 

100_0196_max50

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Rate This | Posted about 6 years ago

 

Well we are a small PD on the outskirts on San Antonio surrounded by 3 different small cities, not including SA and Bexar County Sheriffs.  We deal with both 911 and nonemergency for the city and we always have to check to make sure where they are calling from.  If its from a house then we just find out the emergency, if its from a cell phone then we have to find out where they are and then transfer it or find out what it is if its ours.  We are trained to answer "911 whats your emergency?".  Gets shortened to "911" if its rush hour and we have a 10-50 major, cuz everyone and their mom calls and blow up all 4 lines.  If someone calls the nonemergency during busy hours we have them call the nonemergency line, but if its at night we sometimes just get the info if its slow.

Scan_23_2_max50

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Rate This | Posted about 6 years ago

 

 Standardization and consistency is the key. 

Patrolcar_pic_max50

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Rate This | Posted about 6 years ago

 

I've heard various different ways where I am..mainly when I call on a cell phone because it doesn't always go to the 911. Usually it's "Mobile 911, what's your emergency"


"People sleep peacefully in their beds at night only because rough men stand ready to do violence on their behalf. "

Captured_2008-11-12_00175_max50

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Rate This | Posted about 6 years ago

 

I am in Houston TX and I am a supervisor over the 911 police calltakers. Those who are answering the 911 line say "Houston 911, do you need police, fire or ambulance?" If the answer is police, the response would then be "This is Sneed what is the location of your emergency?" The calltaker then processes the call. If the answer is fire or ambulance, the response would then be "Stay on the line, you are being transferred to Houston Fire Department or Houston EMS". (Those calltakers are across the room). We also have call takers who are answering the non emergency (10 digit) line. Those call takers say, "Houston Police, what are you reporting?" We have to ask the caller to spell the street and we have to ask for a cross street. We also have to say "In order to assure proper police response, I am required to ask you a series of questions".  We then proceed with our protocal questions. At the conclusion of the call, we have a closing phrase where we basically verify the location again. "A police unit will be dispatched to 1234 Main, is this correct?" If the caller says yes, we say thank you and hang up.

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Rate This | Posted about 6 years ago

 

We answer the phone "Calhoun County 911" , or either "Calhoun County 911, what is your emergency? As long as we identify ourselves as Calhoun County either way is acceptable.

Me_max50

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Rate This | Posted about 6 years ago

 

"911 Where is your emergency?" 


There is only one success--to be able to spend your life in your own way.

Dobie_max50

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Rate This | Posted about 6 years ago

 

it depends how loud the person is screaming/yelling!! sometimes all u can get in is 911 ... !!  i think it is better to listen and get what information you can on tape for the courts and for ur call.  trying to talk over someone that is screaming doesnt work.

Photo_user_blank_big

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Rate This | Posted about 6 years ago

 

"Francis Marion Police, how can I help you?"


Unless it rings in on the forwarded cellphones that the officers carry when dispatch isn't in-service. Then it's


"Francis Marion Police, what's your emergency?"


SCHP Telecommunications
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Rate This | Posted about 6 years ago

 

We answer it 911 this better be good! JK.


911 where is your emergency?

L_3324fe1771d056946708da52d64bce71_max50

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Rate This | Posted about 6 years ago

 

on 911 calls we answer  "911 what is the address of your emergency? "


but i like some of your agencies answering techniques!!

Headshot_max50

39 posts

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Rate This | Posted about 6 years ago

 

Thank you for calling ____________________________911 center.  For customer quality assurance purposes, this call may be monitored.  Here at _________________________911 center, we are committed to providing our customers with the fullest and most efficient service readily available.  Please remain on the line, as all operators are currently on the line with other customers, and your phone call will be answered in the order in which it was received.


(about two-three minutes worth of elevator music)


Your call is important to us.  Please remain on the line, as all operators are currently on the line with other customers and your phone call will be answered in the order in which it was received.


(about two-three minutes worth of elevator music)


Your call is important to us.  Please remain on the line, as all operators are currently on the line with other customers and your phone call will be answered in the order in which it was received.


(about two-three minutes worth of elevator music)


"Thank you for calling ___________________911 center, this is operator ____________, how may I direct your call?"


caller: "AHHH, I've been shot!!!!"


operator: "hold please."  


(about two-three minutes worth of elevator music)


"We're sorry, but all operators are currently assisting other customers at the moment, please call back at a later time.  And thank you for calling ___________________________911 center."

Headshotpink1_max50

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Rate This | Posted about 6 years ago

 

911, where is your emergency? I love the calls that say "in my house". Not the bright ones. You have to pull it out of them.

N507663549_8962_max50

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Rate This | Posted almost 7 years ago

 

911 Where is your emergency?

911_max50

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Rate This | Posted almost 6 years ago

 

Kirby 911. Where is your emergency? in case we get disconnected at least I know where they are.

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Rate This | Posted almost 6 years ago

 

WE DISPATCH FOR THREE CITIES PLUS THE COUNTY.  WE ARE RESPONSIBLE FOR PD, EMS, AND FIRE.  ALONG WITH CONTACTING ANIMAL CONTROL AND VARIOUS OTHER AGENCIES AFTER HOURS.


MY USUAL ANSWER IS " 911 THIS IS _____ . HOW MAY I HELP YOU"    WHICH USUALLY  HAS PEOPLE SAYING "I NEED AN OFFICER, AMBULANCE @ ...."  


FOR THE NON-EMERGENCY ITS " SHERIFFS OFFICE. THIS IS ______ .  HOW MAY I HELP YOU?


ANSWER:  "HOW MUCH IS MY TICKET?"


"WHO GAVE YOU THE TICKET?"


"I DONT KNOW. I CANT FIND THE TICKET."


"OK.   WAS IT A WHITE CAR OR BROWN CAR?"


"IT WAS A WHITE CAR."


"OK. THAT NARROWS IT DOWN.  WHAT STREET  WERE YOU ON?"


"LAUREL"


"OK THAT WOULD BE ________ PD.  YOULL NEED TO CONTACT THEM MON - FRI BETWEEN THE HOURS OF 9 AM AND 5 PM AT ....."


"THATS THE NUMBER I CALLED"


"I KNOW BUT AFTER 5 PM ALL THERE CALLS ARE ROUTED TO US. THEYLL BE BACK MONDAY MORNING"

Vacation_133_max50

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Rate This | Posted almost 6 years ago

 

911 what's your emergency?

Me1_max50

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Rate This | Posted almost 6 years ago

 

We always answer with "Versailles 911, where is your emergency"?  Cause if you lose contact with them, you at least have the "where" and can get there and fig out the "what" when you get there.     Although for a large part, they really never should have dialed 911 to begin with.  In my small(er) community citizens like to use us for 411, for a ride to the grocery,  to complain on an officer, for an escort to exchange kids for the weekend, or because they want us to raise their kids. They truely believe that the police are responsible for fixing any and every little problem for them.  And in general, we do --  because we live in Mayberrry!!  lol  But I honestly wouldn't have it any other way!


LOVEY

New_image_max50

120 posts

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Rate This | Posted almost 6 years ago

 

We answer our phones, "9-1-1, what town is the emergency in?".  This works well to weed out other towns that we don't dispatch to but get their calls via cell phones.


In God we trust, all others are run through NCIC.

Bilde_max50

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Rate This | Posted almost 6 years ago

 

911 do you need police fire or an ambulance. 

1037_max50

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Rate This | Posted over 5 years ago

 

"911 Where is your emergency?" Like many others have stated, due to cell phones we often get telephone calls from other jurisdictional areas.


911 Where is your emergency?

Blue_hills_max50

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Rate This | Posted over 5 years ago

 

patricia77058 says ...



We also have to say "In order to assure proper police response, I am required to ask you a series of questions".  We then proceed with our protocal questions. At the conclusion of the call, we have a closing phrase where we basically verify the location again. "A police unit will be dispatched to 1234 Main, is this correct?" If the caller says yes, we say thank you and hang up.



Many people, especially on EMS calls, get bent out shape when you tell them you're going to ask them a series of questions, usually because they assume the questions will delay the response. Saw a tip in the NAED magazine and tried it with great success.  Now I say, "Another dispatcher is going to get the paramedics started, I just need to get some information from you that they'll need on the way over." Works like a charm.


Just thought I'd share, even it is a little late as far as when you posted.

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Rate This | Posted over 5 years ago

 

We answer our 911 lines with "Franklin County 911...what is your emergency ?" We then

determine if it's police,fire,or ems call. If the call pertains to one of our surrounding agencies,

we have the ability to transfer the call to the appropriate agency. If the call is ours & a police or

fire emergency...we obtain the location,nature of the call, directions, & then dispatch the

appropriate resource (fire dpt,city officer,or deputy). If the call is EMS related, we obtain the

nature of the medical emergency, directions, then transfer the call to EMS...THEN, we

contact EMS on their channel & give them a "pre-alert" so that EMS personnel can be

enroute to the call quicker while the EMS dispatcher is getting the call information &

providing any "pre-arrival" medical instruction(s) to the caller....

Photo_88_max50

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Rate This | Posted about 5 years ago

 

"Sequatchie County 911, where is your emergency?"


You know...in case we get disconnected. You can tell me all the information you want, but if I don't know where you are, you're basically screwed. Unfortunately, most people ignore anything I say and launch straight into what their problem is. Which is fine. I let them blow steam for a couple seconds, then politely interject with something along the lines of, "Yes, Ma'am, I understand that must be frightening. Can you tell me your location so I can get help to you?"


No matter what though, we've been told to answer with "Where is your emergency?" It's something APCO told our trainers haha


An imagination was given to man to compensate for what he is not...
...And a sense of humor to console him for what he is.

L_9b7ee953c1a2216919ed2d1830b691f5_max50

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Rate This | Posted about 5 years ago

 

Short and simple;


Bella Vista 911 this is (NAME):


 


your going to tell me right away what is going on and where you are. so we do not want to waist your time or stretch the response time with a large introduction. plus majority of the time if you ask where their emergency is, they wont tell you. they start explaining the problem and you have to ask them again. so simple...Bella Vista 911 this is (NAME):


 

Tn2_max50

2 posts

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Rate This | Posted about 5 years ago

 

911 What is the location of your emergency... location location location!!!!! take control of the call as soon as you get it.

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