Facts - What is 9-1-1 and Enhanced 9-1-1?

What is 9-1-1?

Nine-one-one is the number most people in the U.S. and some in International countries call to get help in a police, fire or medical emergency. A 9-1-1 call goes over dedicated phone lines to the 9-1-1 answering point at Dane County Public Safety Communications, and trained personnel then send the emergency help needed.

It’s all about access – it’s the only number you need to know when you need help from Police, Fire, or Medical.

Facts - When should you call 9-1-1?

We accept 9-1-1 calls for any situations requiring a public safety response.

If you are ever in doubt of whether a situation is an emergency you should call 9-1-1. It's better to be safe and let the 9-1-1 call taker determine if you need emergency assistance.

Examples of When to Call 9-1-1:

• Heart attack or stroke
• House fire
• Domestic violence
• Burglary or theft in progress
• Car accidents
• Suspicious activities
• Anything else that seems like an emergency!

Do not call 9-1-1

• For information
• When the power is out
• To report a broken fire hydrant
• To get a ride for doctor's appointment
• For paying tickets
• For your pet
• As a prank

Never Prank Call 9-1-1

It's a prank call when someone calls 9-1-1 for a joke, or calls 9-1-1 and hangs up. If 9-1-1 lines or call takers are busy with prank calls, someone with a real emergency may not be able to get the help they need.

What is Enhanced 9-1-1?

Enhanced 9-1-1, or E9-1-1, is a system which routes an emergency call to the 9-1-1 center closest to the caller, AND automatically displays the caller's phone number and address. The 9-1-1 call taker will typically ask the caller to verify the information, which appears on his or her computer screen.

Wireless 9-1-1 Statistics

According to the Cellular Telephone Industry Association (CTIA), nearly 46,000 Americans become wireless subscribers every day. It is estimated that of the 150 million calls that were made to 9-1-1 in 2000, 45 million of them were made by wireless telephone users - that's 30 percent. This is a ten-fold increase from nearly 4.3 million wireless 9-1-1 calls just 10 years ago, and the number will more than double to 100 million calls in the next five years. It is anticipated that by 2010, the majority of 9-1-1 calls will be from wireless callers.

Cell Phones - Critical Cell Facts

Thinking of Discontinuing your Traditional Phone Service?

Many people are making the decision to disconnect their home phone and move their home telephone to their cell phone. If you decide to use only a cell phone, keep these important tips in mind:

A typical home or work phone gives 9-1-1 call takers an exact location. Cell phones with location technology only provide an approximate location.

Dane County’s public safety communications center has updated 9-1-1 equipment and technology. Many 9-1-1 centers across the nation are not equipped to receive location information. If you are in an area that has implemented location technology and you have an outdated phone, your location information may not be received by the call taker.

Choose your phone wisely. Research your decision and know the benefits and limitations of the phone service prior to making a commitment or signing a contract.

Internet/Digital Phones - About Internet/Digital Phones

Voice over Internet Protocol (VoIP) also called Internet, digital, broadband or cable phone service is a rapidly growing alternative to traditional phone service. Its popularity is fueled primarily by low prices, new features and the consumer's ability to choose a phone number from nearly anywhere in the country (and sometimes, other countries). Many industry experts anticipate VoIP's growth will outpace the growth seen by the wireless industry in the last decade.

VoIP may look and appear to work like a traditional phone, but it connects to the internet not a telephone line. There are several critical factors to consider regarding the impact of this service on your ability to call 9-1-1 in an emergency. While VoIP is an attractive option, it is important for consumers to understand the potential limitations the technology has with respect to accessing 9-1-1.

Internet/Digital Phones - Tips for Internet/Digital Phone Users (VoIP)

• Check your service provider's website for emergency calling features.
• When calling 9-1-1, give your location, and call back number.
• Call back if you get disconnected.
• If the power is out, your VoIP service may be out also.
• If you travel with your VoIP adapter, your call may not reach the correct 9-1-1 center. Call from another phone.
• Verify that you can access 9-1-1 with your phone. Check your service provider's Web site for emergency calling features.
• Be sure to keep your registered location current with your VoIP provider.
• If the power is out, your VoIP service may be out too. Consider purchasing a back up power supply.
• If you travel with your VoIP adapter, be sure to update your registered location with your service provider. The time it takes to process the update can vary considerably. Therefore, when traveling, if you need 9-1-1 service, use another phone.
• Inform children, babysitters, and visitors about your VoIP service.
• Post your address and call back phone number near your phone.
• It is a good idea to know what police, fire or sheriff's department is responsible for your 9-1-1 call and have their phone number on hand to provide to the call taker.
• Consider keeping a land line phone for accessing 9-1-1 emergency services.
• Burglar alarms, fax machines, satellite TV, and DVRs often rely on analog modems. Check with your VoIP provider to determine if their service supports analog modems.

Frequently Asked Questions For making a 9-1-1 call from your cell phone

Can I call 9-1-1 on my cell phone and is there a cost involved?

Yes, you can call 9-1-1 on your cell phone. However, be prepared to give the 9-1-1 calltaker information about your location, because it is not like calling 9-1-1 on your home phone. It is free to call 9-1-1 on your cell phone.

Does the 9-1-1 calltaker know my location?

Assume the 9-1-1 calltaker does not know your location. Even if your cell phone is able to provide location information, the chances are you will need to provide the 9-1-1 calltaker with additional location information. Remember, the approximate location the 9-1-1 center receives could be as large as 3 football fields or more. Be prepared to give specific directions to your location.

What if I don’t know where I’m at when I call 9-1-1?

Look for landmarks, large buildings, street signs or paperwork nearby that may contain address information. Think back to the main street or highway you were near when your emergency occurred. If others are around, ask them where you are. Do not depend on your cell phone to tell 9-1-1 where you are!

Does the 9-1-1 calltaker know my phone number when I call 9-1-1 on a cell phone?

Maybe or maybe not, depending upon your cell phone and the technology available within the 9-1-1 center your 9-1-1 call connects with. The safest way to approach the problem is to assume that the 9-1-1 calltaker will not know your phone number and be prepared to provide them with that information.

Why is the 911 calltaker asking me so many questions?

The more questions 9-1-1 calltakers ask, the more information they can pass on to the emergency personnel responding to your 9-1-1 call. This information allows the emergency personnel to more accurately prepare. In addition, when dealing with medical calls 9-1-1 calltakers are trained to give emergency pre-arrival instructions. These instructions start the emergency response to the situation immediately.

While the 911 calltaker is speaking to me is help being sent?

Once the basic information and reason for the 9-1-1 call is obtained, the 9-1-1 calltaker stays on the line with the caller and sends information to a Police, Fire, or EMS dispatcher. That person then dispatches, or sends, the appropriate help to the 9-1-1 caller. In many cases, the 9-1-1 calltaker will continue to ask questions, give emergency response information and pass on situation updates to the responding personnel until help arrives at the scene.

Why does the dispatcher transfer my call to another agency?

Your call to 9-1-1 may need to be transferred to another agency because cell phone calls are sent to a 9-1-1 answering point based on cell radio coverage. Cell coverage areas don’t always match political boundaries, so most calls are routed to a 9 1 1 answering point that serves the majority of the area. Your call may need to be transferred to the appropriate agency for the area.

What do I do if I’m cut off after they answer?

Always try to call 9-1-1 back. Don’t wait for 9-1-1 calltaker to try to contact you. They may not have received your cell phone number in the initial 9-1-1 call and may need additional information.

Can I keep driving when I call 9-1-1 on a cellular phone?

It is usually best to pull over when calling 9-1-1, as there is less chance of the cell phone signal being dropped if in a stationary location. Additionally, any emergency instructions that need to be carried out can best be done while stopped. Finally, if help needs to reach you it is best to be in one place so help can get to you, instead of trying to meet them somewhere. If you cannot safely pull over to speak to 9-1-1 then stay calm, pay attention to the roadway with surrounding vehicles, and follow the 9-1-1 calltaker’s instructions.

Should I program 9-1-1 or turn on my auto 9-1-1 feature on my cellular phone?

NO, please don’t program 9-1-1 or use the auto 9-1-1 feature. There are numerous accidental calls to 9-1-1 from cell phones that have this feature. The callers often don’t realize that their phone has called 9-1-1. Help reduce accidental calls to 9-1-1.

(Courtesy, National Emergency Number Association. www.nena.org)