How does it work?

As soon as the Telecommunicator answers a 911 call, the enhanced 911 features allows for the display of the caller’s telephone number and address to be displayed on a screen at each of the dispatch positions.

The display screen provides the Telecommunicator with the caller’s telephone number or automatic number identifier, the caller’s address or automatic location identifier, and the ESN, which identifies the emergency responders for the specific address. It is important however to realize when a citizen calls 911, the telephone where the citizen is calling from is displayed on the screen and the information is normally the billing address for the telephone number. Callers often are calling from a Cellular Phone where assistance is needed and for this reason the Telecommunicator will always ask you to repeat the telephone number and ask you specifically where the assistance is needed. Telecommunicators will only rely solely on the display screen when the caller is unable to tell them where assistance is needed, if it is a small child, the caller is unable to speak, etc. Telecommunicators are also required to dispatch units to all 911 hang-ups if telephone contact cannot be made with the caller. In other words, if the 911-display information is received, telephone contact has to be made with the caller or a unit is dispatched to the address to confirm that no emergency exists.

We also have access to interpreters to ensure adequate response to our non-English speaking community. These services are available twenty-four hours a day, seven days a week for over 140 different types of languages.

Computer Aided Dispatch When the 911 call is received, data is either downloaded or keyed into the Computer Aided Dispatch (CAD) system. CAD is a computer system utilized by the Telecommunicators to process 911 calls and track units. When 911 call data is entered, the CAD system automatically geo-validates the address location and provides the Telecommunicator with which units to dispatch based on the call type. Future expansions of our skill set include Emergency Medical Dispatch Interface which will allow pre-established Medical instructions to be given to 911 caller’s to start assisting with their emergency. Training and implementation is underway and we hope to be live by January 1, 2016. This training is a State Certification for each Telecommunicator to instruct caller’s on various medical calls to include CPR, Childbirth, Hemmorage Control, Stroke management, etc.

911 Call Transfer Each of the dispatch positions have been equipped with a transfer panel that allows the Telecommunicator to press one button and transfer a 911 caller to one of our surrounding counties or to the Poison Control Center or the Highway Patrol via 911.

Recorders All radio transmissions and telephone calls are recorded and are maintained for a reasonable archive period. Each of the dispatch positions is equipped with instant recall recorders that provide the Telecommunicator with instant playback access to telephone or radio conversations.