Guest Column: Accurate Info Critical in Emergency Dispatch
Posted
David Rosenberry-
Why do dispatchers ask so many questions?
At Kosciusko County 911, we often get callers who are frustrated with all the questions we ask, and don’t understand why we can’t just take what they give us, and send the responders. We have put together the following information to explain what kind of questions the dispatchers may ask when you call 911. These questions are important, and refusing to answer them, or getting frustrated with the dispatcher only hinders the process.
Why do the dispatchers ask so many questions when I call 911?
Emergency dispatchers need to get accurate information to allow officers to make the best decision on how to approach the situation. Dispatchers handling fire and paramedic calls must also consider the well-being of the public and the safety of the firefighters and paramedics.
Callers will be asked: • Where? • What? • Who? • When? • Weapons?
The information you provide a dispatcher is relayed to responding officers, paramedics and firefighters while they are on their way to the call. This allows them to help make educated decisions about how they respond to the call and what equipment they take with them.
If I call 911, what will they ask me?
1. What is the location of the emergency?
This is the address where the emergency is actually happening. If you don’t know the actual address, tell the dispatcher and then: • Give cross streets • Provide landmarks, business names or parks near the emergency • Look at the house numbers in the area. • If you are calling from inside a home or business, look on a piece of mail. • If you are hunting and have a GPS, offer dispatchers the GPS coordinates.
When asked for a location, we need you to be specific.
- Also, if the suspect just left (such as a theft suspect), we need to know which way that suspect went and a description of how he/she looked.
If you are asked to describe a suspect, start with the most obvious things. - Some examples are: • “He was a white male.” • “He/she had a gun.” • “He/she was at least 6 feet tall.” • “He/she was wearing a bright red jacket.” • “He had a long brown beard.”
If you describe a vehicle, include: • License plate information, including the state. • Color • Year. (If unknown, tell the dispatcher if it was a new or old vehicle.) • Make. (Was it a Honda? Nissan? Ford? Etc. …) • Body style. (Was it a 4-door? Hatchback? Pick-up truck?) • Other things you may remember about it. (Did it have a toolbox? Stickers?)
2. What is the problem?
Tell us exactly what happened. Be as concise as possible. Tell us what the problem is now, not what led up to the problem. • “I see a fight on the corner of 6th and Main.” • “I am fighting with my husband.” • “There is a car accident eastbound on U.S. 30 at the Ind. 15 off-ramp.” 3. What is the phone number you are calling from?
This is the number to the phone you’re actually calling from. We need this in case we have to call you back.
Why do the dispatchers ask so many questions on a medical call?
- You will be asked a series of questions that will help determine the response of paramedics to the call. The paramedics will be better prepared to help the patient with the information you have provided.
• What is the location of the patient? (Where are the paramedics needed?) • Tell me exactly what is happening (with the patient right now). • How old is the patient? (If you don’t know, say so and then give a guess of the age.) • Is the patient conscious and breathing?
Dispatchers in Kosciusko County are Emergency Medical Dispatch Certified and can give some pre-arrival instructions to help care for the patient, or help you step by step on giving CPR.
If I call to report a fire, what should I tell the dispatcher?
You should be prepared to answer questions like these: • What is the location of the fire? • What is on fire? • How large is the fire? (This is only an estimate, think about the size of the fire in relation to something common: The size of a living room, the size of a football field, etc. …) • Are there any other structures threatened? (Are there flames moving close to any homes or buildings?) • Are there power lines involved? • Do you know if anyone is still inside the house or building? • Do you know if anyone is hurt?
When I call the dispatch center, why do I get asked to hold on?
The same dispatchers who answer the 911 calls also answer the non-emergency calls for service for all law enforcement agencies in Kosciusko County. When the dispatch center is busy, the dispatchers have to ask non-emergency callers to hold on while they answer other (possible emergency) calls, Every effort is made to get back to you as quickly as possible, and your patience and understanding is appreciated.
