911…WHY ALL THE DUMB QUESTIONS?

What’s Happening When We Call 911, the Dispatcher Perspective.

Presented by Eric Coulbourne

FACTS ABOUT 911

911 was started in January 12,1968 (Bruckner, 2011)

911 receives 173,958,226 calls per year nationwide, with eight states not responding (National 911 Program, 2013)

“Only about four percent of the population is qualified and capable of doing” (Metcalf, 2014)

WHERE I WORKED: Ellis County Kansas ( 900 Square Miles) (AA County is 416 Square

Miles) 3 city police departments, 1 university police department,1 sheriffs

office, 3 city fire departments, 8 rural fire departments, 3 EMS Stations, animal control, and public works after hours.

Population 29,053 (AA County has 550,488) Major Towns

Hays (pop. 20,993) Ellis (pop. 2094) Victoria (pop. 1,231) Schoenchen (pop. 210) Munjor (pop. 213)

(City-Data 2014)

DISPATCHER WORK STATION

WHAT DISPATCHERS LEARN Certified in NCIC (National Crime Information Center) Local agency database software Certified in CPR Certified in Disaster Preparedness Certified in EMD (Emergency Medical Dispatching) Call recording software Messaging software (To message emergency workers) NLETS software Mapping Software Multi-channel radio software Disaster response (Sounding Sirens) Codes (ten codes and other codes which indicate problems) Phonetic alphabet TDD Deaf Communication System

PART OF A DISPATCHER’S DAY Answering non-emergency calls (210 a day) (Ellis County, KS) Answering 911 calls (27 a day) (Ellis County, KS) Checking License Plates Checking Driver’s Licenses Checking for Warrants Dispatching services Logging all information in the CAD (11, 879 memos a day) (Ellis

County, KS) Answering radio traffic Monitoring teletype messages (About 1400 a day) (Ellis County,

KS)

WHAT HAPPENS WHEN THE DISPATCHER ANSWERS: Remember that you are not the only person

calling or that has a problem

If you are calling from a landline and remain on the line for 2-3 minutes your information appears on the CAD

If calling from a cell phone the operator may or may not have your location. (It all depends on the technology obtained by the municipality your in.)

EMD CARDS

WHAT THE DISPATCHER NEEDS TO KNOW The most important thing the operator needs to

know is your location.

The next thing they need to know is what’s happening.

After you describe what is happening they will start a line of questioning.

WHAT’S HAPPENING… The dispatcher is doing more than one thing at a

time. They are answering the phone not only for you

but the numerous other people in the county

Silence generally means that they are talking on the radio

Your information is not only being transferred to the appropriate emergency service but is also being recorded CAD (Computer Aided Dispatch)

REMEMBER… The person on the other end is a trained

professional.

The person on the other end is trying to help. They cannot see what your seeing.

Silence doesn’t mean “nothing” is happening.

Remember to KEEP CALM.

QUESTIONS?

REFERENCES http://

www.911.gov/pdf/Current911DataCollection-072613.pdf http://www.911dispatch.com/911/history/ http://www.911dispatch.com/jobs/distinct_features.html http://

explorernews.com/news/article_286f346e-c4e9-11e3-8d9c-0019bb2963f4.html

http://www.city-data.com/