- Introduction
- 9-1-1 Tips
- What to expect when you call 9-1-1?
- Teaching Children to Call 9-1-1 in an Emergency
- What if the 9-1-1 Caller is Unable to Communicate or Provide their Location?
- Future of 9-1-1 System
- Resources
Introduction
In our worst moments, we usually think about calling 9-1-1 for immediate emergency assistance. An issue arises when this emergency response system, connecting the public to police/fire/ambulance, is overloaded by people using it based on their skewed definition of an “emergency.”
The 9-1-1 system should only be utilized when immediate action is required based on someone’s health, safety or property being in jeopardy, such as when a crime is in progress. Of course, if you’re unsure if it’s an emergency it’s best to call 9-1-1. Many (if not all) agencies have non-emergency reporting services, which can be used to file a report for further investigation. Also, many jurisdictions have implemented a system to divert non-emergency calls for service to alternate community partners. Everyone must play a part in keeping the 9-1-1 system running efficiently without creating a bottleneck at the input stage.
9-1-1 Tips
- Always know your location (see related section below).
- Don’t program 9-1-1 into any phone.
- Lock and store your cell phone carefully to prevent accidental 9-1-1 calls.
- If you or someone else accidentally dials 9-1-1, stay on the line and be honest or wait for a callback if the line was disconnected. It’s frustrating for emergency services personnel when a 9-1-1 caller can’t be reached after an accidental call, and unnecessary resources have to be dedicated to check on the caller’s well-being. This reduces resources for actual emergencies!
- If you witness or stumble across an emergency situation, it’s best to call 9-1-1 when you’re unsure that someone else has already reported it. From an emergency services perspective, the reliability of information (i.e. accuracy and legitimacy) may be assessed with the information from multiple callers.
- In Canada, those with speech and hearing impairments may be able to communicate with 9-1-1 via text messages (if it’s available in their area.) Please visit the Canadian Wireless Telecommunications Association’s Text with 9-1-1 website regularly for more information on the service, its availability and how to register. Users need to register for the service with their wireless service provider. In case of emergency, registered users must first dial 9-1-1. The 9-1-1 operator will then receive a notification to communicate with them via text message.
- Pay phones in the community are becoming a thing of the past. However, if you need to call 9-1-1 from one of those it’s free.
What to expect when you call 9-1-1?
- The call taker will ask if you require: police, fire or ambulance. If you’re unsure, provide the details and the call taker will decide based on your situation.
- If you require an interpreter, state the language at the beginning of the call.
- Answer the questions posed by the call taker with patience and honesty. The call taker has certain questions they must ask and in a particular order to manage your safety. Be patient and answer each question truthfully, and be sure to distinguish what you have observed vs. third-party information. Do not blurt out the story because you will have to repeat yourself!
- Your phone number, and the nature and location of the emergency, are all vital pieces of information that should be communicated at the beginning of the 9-1-1 call.
- Speaking with a call taker doesn’t delay the response by first responders because the information is being relayed to a dispatcher in real-time.
- Follow the call taker’s instructions to take certain actions, such as opening doors and to hide. It’s for your safety!
- After the call taker finishes asking you their questions, relay any other relevant and missing information.
- Stay on the line until the call taker asks you to hang up! If you get disconnected, call back.
Teaching Children to Call 9-1-1 in an Emergency
It is important to teach young children the importance of the 9-1-1 system so they are aware of its purpose and how to use it.
What if the 9-1-1 Caller is Unable to Communicate or Provide their Location?
First off, you should get into the habit of knowing your exact location at all times so you’re not scrambling in an emergency.
If the caller is unable to communicate with the 911 call taker, there are a few ways to try and locate the caller. The caller may be in distress and unable to communicate due to a medical episode, or forced to remain silent due to the threat of violence or being the victim of a crime. Regardless of the reason for the caller’s inability to communicate, first responders strive to locate them and check on their well-being. However, there can be obstacles that prevent or delay this process.
Read about some of these challenges and ways that Canada regulates service providers to ensure the sufficient delivery of 9-1-1 services here: 9-1-1 Services for Traditional Wireline, VoIP and Wireless Phone Services. Although the caller may not be calling from their residence in an emergency, it is recommended that all individuals maintain their current address with their phone service provider. If the caller’s phone does have global positioning system (GPS) capability, their approximate location may be determined for emergency purposes.
On the other hand, if the caller is able to communicate but they cannot determine their precise location they can use the What3words system. See the previous blog titled “How ‘What3words’ Improves Emergency Response.”
Future of 9-1-1 System
The future of the Canadian 9-1-1 system is Next-Generation 9-1-1 (NG9-1-1.) Information sharing between the public and first responders will lead to safer, faster and more informed emergency responses. “NG9-1-1 will make it possible to provide additional details about emergency situations. For example, in the future, Canadians could send a video of an accident, as well as make medical information available to first responders.”1
In the case of the inspiration for this initiative, videos and photos from witnesses and/or surveillance cameras at the scene may have made it safer for the responding police officers. Similarly, it would be really helpful to first responders if they could view videos and photos of suspicious activity prior to arriving on scene of the call (see the blog post titled “How the Public Can Help Police Solve Crimes.”) The age of artificial-intelligence (AI) is upon us and I suspect this will change the way that emergency information is collected, analyzed and disseminated for action.
There are many personal safety technologies on the market that can assist in obtaining emergency assistance. Different devices include cell phones, smart watches, jewellery, and vehicle systems. Here is a short list of some companies that offer these services:
No matter how advanced the 9-1-1 system becomes, the emergency response will be inadequate without the support of sufficient communications staff and first responder resources.
Leave a comment