911…WHY 911…WH Y ALL THE DUM DUMB B QUESTIONS? What’s Happening When We Call 911, 91 1, the Dispatcher Perspective.
Presented by Eric Coulbourne
FACT ACTS S ABOUT ABOUT 91 911
911 was started in January 12,1968 (Bruckner, 2011)
911 receives 173,958,2 911 173,958,226 26 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 police departments, 1 university police department,1 sheriffs office, 3 city fire departments, departments, 8 rural fire departments, 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)
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 (T (To o 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 DISP DISPA ATC TCHE HER’ R’S S DA DAY Y
Answering non-emergency calls (210 a day) (Ellis County, County, KS)
Answering 911 911 calls (27 a day) (Ellis County, County, KS)
Checking License Plates
Checking Driver’s Licenses
Checking for Warrants
Dispatching services
Logging all information in the CAD (1 (11, 1, 879 memos a day) (Ellis County, KS)
Answering radio traffic traffic Monitoring teletype messages (About 1400 a day) (Ellis County, KS)
WHAT HAPPENS WHAT HAPPEN S WHEN WHEN THE DISPA DISP ATCHE TCHER R ANSWERS 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 DIS WHAT DISP PATCHE TCHER R NEE NEEDS DS 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 describe what is happening happening they will will start a line of questioning.
WHAT’S WHA T’S HAPPENING 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-c4e9-1 http://explorernews.com/news/article_ 286f346e-c4e9-11e3-8d9c1e3-8d9c0019bb2963f4.html
http://www.city-data.com/
