Stratford Public Safety Communications Center
911 Do’s and Don’ts
by: JP Sredzinski, Stratford Communications Supervisor
April is National 9-1-1 Education Month, and the National 9-1-1 Education Coalition is encouraging public safety officials, schools, government officials and industry leaders to engage in this national effort to educate the general public about the importance and appropriate use of 9-1-1 services. The Town of Stratford is no exception and is taking the time to acknowledge the efforts of our local 9-1-1 professionals. Here are some tips and tricks, some DO’s and DO NOT’s to keep in mind when using the 9-1-1 system.
DO dial 9-1-1 only for an emergency.
An emergency is any serious medical problem (chest pain, seizure, bleeding), any type of hazard or fire (business, car, building), or any life-threatening situation (fights, person with weapons). You are also urged to call 9-1-1 to report crimes that are in progress, whether or not a life is threatened.
DO NOT dial 9-1-1 for a non-emergency.
Instead, dial the Stratford non-emergency number at 203-385-4100. A non-emergency is a property damage accident, break-in of a vehicle when the suspect is gone, theft of property when the suspect is gone, lift assist, water problem, vandalism, panhandlers, intoxicated persons who are not disorderly, or cars blocking the street.
DO NOT hang up the telephone if the 9-1-1 call rings multiple times. You will tie up the telephone network and delay obtaining a line. Stay on the line until you hear someone pick up. The Enhanced 9-1-1 system will automatically route calls if the system gets too busy at one particular agency.
DO NOT program 9-1-1 into your auto-dial telephone. You won’t forget the number, and programming the number invites accidental dialing of the number. Also, please do not dial 9-1-1 to “test” your phone or system. This needlessly burdens the dispatchers and the system with non-emergency calls. If you must test the phone, call the non-emergency line (203-385-4100) and ask for permission.
DO stay on the line when asked to hold by a 9-1-1 operator. If you hang up, your call will be delayed because your call will automatically be placed at the end of the other callers. Also, it may be answered by someone else not familiar with your emergency.
If you dialed 9-1-1 in error, DO NOT hang up.
Instead, stay on the line and explain to the dispatcher that you dialed by mistake and that you do not have an emergency. If you hang up, a police officer must be dispatched to confirm that you are OK. This will needlessly take resources away from genuine emergencies.
DO let the dispatcher ask you questions.
In medical emergencies, the State of CT has mandated that a system called emergency medical dispatch be used to handle your calls. This is an evidence based system that is used throughout the world. Police and Fire emergencies also require that certain questions be asked. The dispatchers have been trained to ask questions that will help prioritize the incident, locate it and send an appropriate response. Your answers should be brief and responsive. Remain calm and speak clearly. If you are not in a position to give full answers to the dispatcher (a suspect is nearby), stay on the line and the dispatcher will ask you questions that can be answered “yes” or “no”. Briefly describe the type of incident you are reporting. For example, “I’m reporting an auto fire” or “I have an unconscious person”, or “There’s a shoplifter.” Then stay on the line with the dispatcher-do not hang up until the dispatcher tells you to. In some cases, the dispatcher will keep you on the line while the emergency units are responding so more information can be obtained about the on-going incident.
DO be prepared to describe the location of your emergency.
Although an Enhanced 9-1-1 system will display your telephone number and location, the dispatcher must confirm the displayed address or ask you for more specific location information about your emergency. Further, Enhanced 9-1-1 will only do this when the call originates from a landline. Cellular calls are much different. If you are a cellular 9-1-1 caller, your telephone number and location may not be displayed. You must be able to describe your location as accurately as possible so emergency units can respond. Be aware of your current city, town address, highway and direction of travel, nearby cross-streets or interchanges, or other geographic points of reference. Remember that “At the Dunkin Donuts” may not be helpful enough because there may be several in one locality. Dispatchers are trained to obtain very specific locations because this is the most critical aspect of the job. We are unable to send the right type of help unless we know where you are.
Cellular 9-1-1 callers can possibly be routed to a nearby answering point such as the State Police, Milford or Bridgeport. Be prepared to give the dispatcher your complete location: tell them Stratford, the address or best location, inside or outside, what floor or apartment, etc. Be prepared to describe any vehicles involved in the incident after prompted by the call taker. This includes the color, year, make, model, type of vehicle (sedan, pick-up, sport utility, van, tanker truck, flatbed, etc). If the vehicle is parked, the dispatcher will need to know the location of the vehicle. If the vehicle is moving, the dispatcher will need to know the last direction of travel and direction of travel.
Be prepared to describe the persons involved in any incident. This includes their race, sex, age, height and weight, color of hair, description of clothing, and presence of a hat, glasses, or facial hair.
Be patient as the dispatcher asks you questions. While you are answering questions, the dispatcher is entering or writing down the information. If you are reporting an emergency, most likely a response is being made while you are still on line with the dispatcher.
Keep in mind, if you blurt out information while the dispatcher is not prepared to receive the information, it may need to be repeated. Dispatchers are often multitasking and will need to be ready to accept your reports. Listen to the dispatchers instructions for assistance if you are in danger yourself. The dispatcher may tell you to leave the building, secure yourself in a room, or take other action to protect yourself.
DO NOT hang up until the dispatcher tells you to.
Follow any instructions the dispatcher gives you, such as meeting the officers at the door, or flagging down the firefighters at the curb. Also, the dispatcher may want to stay on the line with you to obtain more updated information as the situation develops, especially in the event of a true medical emergency or crime in progress.
These instructions and tips aren’t meant to confuse or complicate the situation of dialing 9-1-1, most caller simply need to exercise common sense and listening skills when they do call for help. The main thing to remember is that location is the most important information you can provide, give a brief description of the problem and patiently answer questions. Hopefully you never have to call – but if you do – you will be better prepared to ask for help!
To learn more about the Stratford Public Safety Communications Center: Dispatch
