"911 - What Is Your Emergency?"
Tips from an Emergency Dispatcher
By Brian York, Placer County Dispatcher 

The first words you will hear when you call 911 are, "911, What Is Your Emergency." This is a prompt to get the caller to tell the 911 dispatcher (otherwise known as the Public Safety Dispatcher) what the problem is. The dispatcher will then start asking a series of questions to pull the pertinent information out of the caller in order to understand what is going on. The goal of the dispatcher is to get the critical information in a timely manner to send the caller the appropriate help. Usually when someone calls 911, it is because something traumatic is happening in their life. The caller is usually very distraught, and has a hard time answering the questions the dispatcher is asking. The dispatcher will try to calm the caller and ask questions that keep the caller focused on the dispatcher.

Everyone has probably heard of the "Five W’s": Who, What, Where, When, and Why. 911 dispatchers use a similar format when asking the caller questions. Dispatchers start with "What and Where." These are the two most important pieces of information to a dispatcher. When the caller answers these two questions, the dispatcher has enough information to start the appropriate resources (fire, police, or both) to the caller's location.

Sticking with the "Five W’s," the next three questions will be, "Who are you?", "When did the problem occur?", and "Why did the problem occur?", if applicable. With these five questions answered, the caller has painted a picture for the dispatcher. The dispatcher can then paint the picture for the responding resources so that, when they arrive, they can act quickly in resolving or mitigating the caller's problem.

When should you call 911? 911 should be used for emergencies. Everyone’s definition of an emergency is a little different, so the following is when 911 is not the appropriate number to call:

Calling 911 from your cell phone can be very confusing. Many people use their cell phone to call for help when they are traveling and come upon a vehicle accident or other type of emergency. When you call 911 on your cell phone, your location will determine who answers your call. Often times the California Highway Patrol in Sacramento will answer your call. Not knowing your location will make the call frustrating, not only for you, but for the 911 dispatcher.

When you call from a conventional telephone, the address from which you are calling is usually displayed on the dispatch screen. When you call from you cell phone, the only way the dispatcher is going to know where you are is if you can tell them. Try to find some landmark to help the CHP determine your location. Once you tell them where you are they might take the information or, sometimes, they will transfer you to the appropriate agency. There is talk that in the near future, 911 dispatchers will know your location when you call from your cell phone but, for now, be prepared to give your location.

When people call 911, they are usually looking for immediate help. The dispatcher’s goal is to get the caller the help they need as quickly as possible. The caller can speed this process up by remaining calm and giving clear and concise answers to the dispatcher’s questions.

Hopefully you will never have to call 911 but, if the need arises, I hope the information provided will help. Calling 911 should not add frustration or stress to the problem, but help to solve it.