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 CLICK ON THE QUESTION TO REVEAL THE ANSWER: What is 9-1-1? 9-1-1 is the official national emergency number in the United States and Canada. Under a federal law enacted in 1999, 9-1-1 should replace all other emergency telephone numbers.
Dialing 9-1-1 quickly connects you to a Public Safety Answering Point (PSAP) call taker who will verify the location of and the nature of the emergency and either directly dispatch the appropriate resources or move the call data to a dispatcher trained expedite the response of local emergency medical, fire/rescue and/or law enforcement agencies. The 9-1-1 network is a vital part of out nation's emergency response and disaster preparedness system. Upgrades in this network to provide emergency help more quickly and effectively are constantly being made. For example, most 9-1-1 systems now automatically report the telephone number and location of 9-1-1 calls made from a wireline phone, a capability called Enhanced 9-1-1 or E9-1-1. Warning: Despite all the improvements in 9-1-1 services over the past several decades, this basic life saving service is still not available in a few local communities and counties across the Nation. In such areas, the caller might use 9-1-1 but then be intercepted by an operator and connected with a designated answering point. Residents of any community still not served by even Basic/Enhanced 9-1-1 service should contact their local elected leaders and seek answers to the reason for the denial of such services. Source: http://www.fcc.gov/9-1-1 What is a PSAP? A PSAP is a Public Safety Answering Point where 9-1-1 calls are received and/or dispatched. It is a facility equipped and staffed to receive emergency calls requesting police, fire, emergency medical and other public safety services via telephone and other communication devices. A primary PSAP is a facility at which emergency calls are first answered and triaged. The primary PSAP may also be the point from which calls are dispatched. The secondary Public Safety Answering Point is the point to which a primary PSAP transfers calls for service for dispatch or further processing. Most PSAPs across the nation are managed by law enforcement agencies at the local or county level.
What is Emergency Medical Dispatch? Emergency Medical Dispatch (EMD) protocols have evolved over the past decade. Today 9-1-1 callers, confronted with a medical emergency, can often be connected to a properly trained 9-1-1 professional who has had the additional training to earn certification as an Emergency Medical Dispatcher. For the caller, this means help is there now for the victim. In the precious minutes before the arrival of additional trained responders, the EMD can provide the caller with the basic information necessary to save a life with CPR, control of severe hemorrhage, protect the unconscious victim, open an airway and even assist with childbirth. Not every PSAP provides Emergency Medical Dispatch training; ask your PSAP what level of readiness they have in these cases.
When to call 9-1-1? 9-1-1 lines are reserved for emergency calls to report a crime in progress, or a fire, or to request an ambulance. In essence, the normal use of 9-1-1 to access emergency services is generally reserved for those situations when the response by such services is immediately needed. Local policies may vary. In nearly every case, the caller should expect to be asked the location of the emergency, their call back number as well as the nature of the emergency. This scenario allows the telecommunications officer to confirm the information that may be displayed with the call as well as determine the appropriate priority and response needs of the caller. Using 9-1-1 for non-emergency calls may delay the arrival of help for people caught in real emergencies. In some communities, alternate easy to use numbers like 311 may be used for non-emergency calls to police and other government services. If you dialed 9-1-1 in error, do not hang up the telephone. Instead, stay on the line and explain to the calltaker/dispatcher that you dialed by mistake and that you do not have an emergency. If you hang up, a dispatcher will call back to confirm that there is no emergency. If you don't answer, a police officer or deputy must be dispatched to confirm that you are OK. Generally, 9-1-1 calls must be resolved as to the nature of the emergency and resources will be utilized to determine the reason for the call. This is an additional benefit of 9-1-1 services when callers need help but may be at risk if they stay on the line or try to explain the situation to the calltaker. Abuse of the system will however needlessly take resources away from genuine emergencies. Source: http://www.fcc.gov/9-1-1/consumer.html Who answers your call? The staffing configuration at 9-1-1 answering points varies; 9-1-1 calls should be answered by a trained telecommunications officer that can directly dispatch your call to the appropriate first response agencies as necessary. In other environments, the call may first be processed by a call taker and then routed to a dispatcher for the follow-up. In some 9-1-1 centers an Automatic Call Distribution Device may be used to route calls to the first available staff person during the busiest time. Based upon the development of the Master Street Address Guide (MSAG) for the PSAP serving your community, your
Wireline 9-1-1 call will automatically be routed to the police, fire or EMS agency that handles the area where the telephone is located. In many areas, your 9-1-1 call will be answered by the area's law enforcement agency, which either handles the call or transfers it immediately to the appropriate agency.
If you are using a cellular phone, your call may not initially be
directed to the police, fire or EMS that handles calls for the area you
are calling from. Your call may need to be transferred to another
communications center. Cellular calls do not use an MSAG to direct
them, rather they rely upon either a hand-set based chip or a
network-based solution.
Source: http://www.9-1-1dispatch.com/9-1-1_file/9-1-1tips.html What if no one answers? The PSAP you are calling
may have an ACD, Automatic Call Distribution Device.
If you reach a recording, do not hang up
and try to call back. Stay on the line and your call will be answered in order
it was received by the communications center. If you hang up, your call will be delayed because you will be placed at the end of other callers. However, your personal safety must come first and if you are not safe while waiting for an answer leave the location immediately and attempt to call from another site, as soon as possible.
Source: http://www.9-1-1dispatch.com/9-1-1_file/9-1-1tips.html What types of 9-1-1 Service exist? The Wireless Communications and Public Safety Act of 1999 (9-1-1 Act) took effect on October 26, 1999. The purpose of the 9-1-1 Act was to improve public safety by encouraging and facilitating the prompt deployment of a nationwide, seamless communications infrastructure for emergency services. The 9-1-1 Act directs the FCC to make 9-1-1 the universal emergency number for all telephone services.
Where other emergency numbers have been used, the FCC is directed to establish appropriate transition periods for area in which 9-1-1 was not in use as an emergency telephone number. Basic 9-1-1 is simply the ability to access an answering point by “dialing” the three digits, 9-1-1, some versions will provide the answering point with the call back number of the caller seeking assistance. Enhanced wireline 9-1-1 is an improved form of the basic 9-1-1 service that automatically routes the 9-1-1 call to the appropriate PSAP, based upon the address of the telephone wired connection. It then sends the phone number of the caller to the PSAP (which allows the PSAP to callback in the event the call gets disconnected). Enhanced wireline 9-1-1 service is possible because the phone number of the caller gets transmitted to the PSAP with ANI (Automatic Number Identification). The number is then cross-referenced to an address location database to determine the physical location of the caller (Automatic Location Identification, ALI). Wireless 9-1-1 calls create a different set of problems for the PSAP. Wireless calls also exist in several classes, described in a subsequent section. The deployment of Wireless Enhanced 9-1-1 required the development of new technologies and upgrades to local PSAPs, as well as coordination among public safety agencies, wireless carriers, technology vendors, equipment manufacturers and local wireline exchange carriers. All these elements also contributed to increased cost to the PSAP. The FCC established a four-year roll-out schedule for Phase II, beginning October 1, 2001 and to be completed by December 31, 2005.This goal has been debated and contested by many and remains elusive. Wireless Enhanced 9-1-1 Service only exists in less than 30% of the estimated 6000 PSAPs across the nation. Source: http://www.fcc.gov/9-1-1/enhanced How is Wireless 9-1-1 Service different? Wireless calls are commonly divided into two programs - Phase I and Phase II. The precursors to Phase I are Phase 0 and Phase 0.5. The wireless Enhanced 9-1-1 program is divided into two parts - Phase I and Phase II. Phase I requires carriers, upon appropriate request by a local PSAP, to report the telephone number of a wireless 9-1-1 caller and the location of the antenna/cell tower site that received the call. Phase II requires wireless carriers to provide far more precise location information: Wireless Phase 0 - Voicepath Source: http://www.fcc.gov/Bureaus/Wireless/Orders/1999/fcc99245.pdf How is 9-1-1 funded? Emergency services are almost exclusively managed at the local or county level of government. 9-1-1 services are funded in most states by a wireline and/or wireless surcharge. The fees are specific to each state and in some instances, each county. Some states have authority to use an excise tax, sales tax, property tax or issue bonds to establish and maintain 9-1-1 services. Surcharges for wireline can range from $ .25 -$4.00 and $ .19-$1.20 for wireless. Wireless surcharges do not exist in every county or every state, often delaying the deployment of wireless 9-1-1 services to residents and visitors. APCO has recently warned public officials of a decline in the traditional surcharge revenues that support 9-1-1 services in many communities. The erosion of such funds due to increased demands upon the PSAP, amidst the rapid growth of wireless and VoIP telephony devices will have to be resolved soon, or communities may face a significant decline ion the quality of service available during emergency. Why is Addressing and Mapping Services important to 9-1-1? The decision to migrate from Basic Wireline 9-1-1 Service to the Enhanced 9-1-1 level requires that every structure, to which telephone service may be connected, must have a unique, physical address. The definition of address ranges and blocks has significant meaning for call routing and subsequent dispatch decisions. Locations for emergency service purposes when done properly are also suitable for package, mail delivery and all home contact services. Mapping software products provide calltakers/dispatchers with a visual representation of where within the service area the telephone is located for wireline installations, based upon this address
location database. Local community members have the ability to influence their elected and appointed leaders to provide basic or enhanced 9-1-1 services within their community. The most important element of information in any 9-1-1 call, from any source, is the location of the emergency. This allows the most appropriate resources to be promptly dispatched, and time is of the essence in any true emergency. How does Voice over IP merge with 9-1-1? VoIP stands for "Voice over Internet Protocol". Functionally, VoIP delivers voice information as data packets using the Internet. More specifically, VoIP is a set of facilities for managing the delivery of voice information using the Internet Protocol (IP). In general, this means sending voice information in digital form in discrete packets rather than using the traditional circuit-committed protocols of the public switched telephone network (PSTN). VoIP is different because it uses the internet data network to carry voice.
As a service, VoIP offers elements of both wireline and wireless communications. VoIP is similar to wireline because many residential consumers are using VoIP for their phone service, with fixed addresses that can be MSAG validated. VoIP is similar to wireless because VoIP telephone numbers do not have to be geographically consistent with any wireline service center. A VoIP user can have a New York telephone number and be physically located in California. Also, like wireless, VoIP subscribers can move their VoIP telephone without having to change the telephone number, so VoIP is mobile from one fixed location to another (also referred to as being "nomadic"). Why is access to 9-1-1 services problematic for VoIP users? Non-LECs, such as Internet Service Providers (ISPs), generally are not certified carriers and typically lack direct access to the ALI or 9-1-1 selective router, making the above scenario problematic for such providers. Further, other VoIP providers offer "foreign" telephone numbers, such as a New York telephone number for a subscriber in California. These VoIP providers allow the customers to move their telephone unit and keep their telephone number. In this case, 9-1-1 is problematic for the VoIP user because a 9-1-1 call from the "foreign" TN will not go through the existing wireline 9-1-1 network, which sends calls to the right PSAP based on the telephone number of the caller. Instead, it is desirable the VoIP 9-1-1 call be routed to the PSAP based on the physical address of the caller. For these VoIP providers, the current 9-1-1 network's call handling abilities are incomplete and a new solution is required. VoIP has impact on 9-1-1 Service Funding Metropolitan 9-1-1 Board White Paper on VoIP Do PSAPS participate in local Emergency Notification Plans? In the event of an emergency, many people stay tuned to local radio and/or television stations to receive updates on what is happening and what to do.
There is a nationwide broadcast system in place for national disaster or other large-scale disasters. The Emergency Alert System (EAS) provides not only the President, but national, state and local authorities, with the ability to give emergency information to the general public via broadcast, cable and wireless cable systems. All broadcast stations and cable systems are required to broadcast emergency alerts and messages for national security emergencies initiated by the President. Broadcast stations and cable systems are not required to broadcast EAS alerts and messages initiated by state and local authorities, but the FCC encourages broadcast licensees and cable operators to transmit emergency alerts as a public service. Information about local natural disasters is often broadcast via EAS. All EAS broadcasts should be accessible by audio and visual means, or simply visual means, including close-captioning, crawls or scrolls. The expanded concern about and need for Homeland Security related information has caused the PSAP to become another source of public emergency notification through various means. Some PSAPs actually have the ability to send recorded message, via landline telephone, to selected residences within a particular sector of their community. It is more challenging to provide a recorded message to wireless phones since their location is not known. Other PSAPs provide the basic information that is scrolled across the TV or used in EAS Broadcast via radio. Exception: If your local television/radio tower or studio is damaged during a natural disaster like a tornado, you may not receive the signal. Source: http://www.fcc.gov/cgb Do I call 9-1-1 for Homeland Security Concerns? YES. The public has been asked to be more vigilant and attentive to behaviors and persons that might be considered suspicious within their community. The public has been told by their government to call 9-11- to report such situations. The PSAP serves an essential, critical link between concerned callers and the appropriate homeland security agencies and practitioners assigned to serve the area.
How do Amber Alerts get started? The PSAP and the trained telecommunicators on duty are the first and fundamental element in initiating the Amber Alert system. Hundreds of missing children have been rescued prior to serious injury or worse due to the coordinated effort which begins at your local PSAP. A recently enacted component of the Emergency Alert System (EAS) has been credited with aiding in the rescue of several missing children who were kidnapped by strangers. It's called the AMBER Plan. Background
The name now stands for America's Missing: Broadcast Emergency Response. It Works Like This The goal of the AMBER Plan is to galvanize an entire community, adding millions of extra eyes and ears to watch, listen, and help in the safe return of the child and apprehension of the suspect. The EAS is used to notify the public about severe weather and other national emergencies. In order to prevent the over use of the EAS system, two criteria must usually be met to enact the AMBER Plan: . A child must be 15 years of age or younger, or have a proven mental or physical disability; and . Police must believe the child is in danger of serious bodily harm or death. How does the Media get information from the PSAP? The PSAP is a public entity and always subject to the local/state regulations regarding access to public records/information. Unless specifically excluded from disclosure within your state, the records of the PSAP and even the 9-1-1 call tapes must be made available upon legitimate request by any person. The media is for the purposes of the law, such a "person" and may therefore gain access to the call information and some of the investigative details not protected by the state statute.
What if the PSAP makes a mistake? Despite the best effort of managers, trainers and dedicated staff at the PSAP, a lapse can occur. The common errors include misunderstanding the actual location of the emergency; incorrectly assessing the required emergency response or priority and sometimes sending incorrect resources to the wrong location. If you believe the PSAP made a mistake on your call the first place to seek assistance is with the PSAP Manager. How do those in car emergency call systems work? Various car manufacturers have equipped their vehicles with a built in "wireless" transmitter and receiver which serves two general purposes. First, using the Global Positioning Satellite System (GPS) the imbedded devices can send and receive signal from the se specialized satellites and the location of the vehicle can be detected and reported as necessary to the privately owned and operated, call center serving that vehicle manufacturer. Second, the built in system allows a "one button" connection to open a voice path between the occupants of the vehicle and the same center. Once activated, the driver or other occupants can speak openly with an "advisor" at the center and request emergency assistance, road information, local service type information and other classes of information. These centers are called Telematic Call centers and different ones provide services to different manufactures. EX: "On-Star" provides such services to General Motors models while "ATX" provides service to BMW and certain models of the "luxury car" class. 9-1-1 Centers, through their professional associations like APCO, have developed protocols to maximize the efficiency of getting emergency services to these callers as needed. The Telematic Call Center contacts the appropriate PSAP, based upon the location of the vehicle, known to them through the built in GPS equipment and relays the basic call information. The vehicle operator is normally placed into a 3 way call with the PSAP as the two service organizations now try to assist the caller in crisis. If my cellphone has a GPS chip in it, why can't 911 find me? Despite claims made by sales representatives across the country, the existence of a GPS equipped "cellphone" does not guarantee the delivery of location data within the parameters established by the Federal Communications Commission on every call. Consumers should seek GPS equipped handsets when they purchase new, upgrade or trade their existing cellphone. The GPS equipped handset will have the ability to send the location information, expressed in terms of longitude and latitude. In order for the data to move from your handset device to the PSAP, the wireless service provider must have upgraded their cell sites and related equipment. In addition, the PSAPs receiving wireless calls from the carriers in this area must have upgraded their PSAP equipment, conducted additional and ongoing training and manage the new call data and volume effectively. Despite the fact that a PSAP can be connected with a caller or even speak with him/her, it may NOT receive the longitude and latitude of the caller. GPS equipped handset phones may not provide the location if, for example, the caller is inside a large building and the GPS signal cannot "hit" a satellite. Across the country, only an estimated 30% of the 9-1-1 Centers have been able to afford to upgrade their equipment to receive Phase II wireless location data. The caller will be asked to give their location, provide a call back number and describe the nature of the emergency on every cal, even if location data is available. GPS: Global Positioning System |
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