Their View: Calling 9-1-1: What you should know
Three types of devices are used to dial 9-1-1. First, is the land line telephone. Second is the cellular telephone. Finally, and increasing in popularity, is the Internet telephone. Let's start by discussing this newest technology.
Three types of devices are used to dial 9-1-1. First, is the land line telephone. Second is the cellular telephone. Finally, and increasing in popularity, is the Internet telephone. Let's start by discussing this newest technology.
A Voice over Internet Protocol phone is also known as a "VoIP" phone (pronounced "voyp"). VoIP connects directly to your internet. There are many VoIP systems available, the most well-known being "Vonage" and "Skype." VoIP phones are inexpensive (even free) and usable wherever you have Internet access. Be aware; however as not all VoIP systems work the same. For example, you cannot dial 9-1-1 using Skype, but Vonage will allow you access to the 9-1-1 system.
Before signing up for VoIP service, be sure to read the fine print. Make sure you clearly understand the limitations of your VoIP phone. Here are some ways VoIP differs from other phones:
You must program your VoIP phone to your physical address. A VoIP phone routes the 9-1-1 call based on the address you programed into the phone. It's important to remember that if you travel with your VoIP phone or move to a new city, the phone must be reprogramed with your new address. Last month, MVRDA received a 9-1-1 call from Virginia. The VoIP phone had not been reprogramed when moved to Virginia; so the call came to Las Cruces, almost 2,000 miles from the actual emergency!
VoIP phones require power and an Internet connection. If you lose either, then you may not be able to dial 9-1-1.
Some VoIP services cannot call 9-1-1. Programming a 10-digit number for the 9-1-1 center into the phone does not provide 9-1-1 service. Your call will be answered at a lower priority than 9-1-1 calls, and no location information is provided.
Cellular telephones are now the norm when dialing 9-1-1. In 2012, 77 percent of the 9-1-1 calls answered at MVRDA were made using a cellular telephone. Following are some important things to remember when using them to dial 9-1-1.
Know your location. Your cell phone is not tied to a physical address and many cell phones do not identify their location via longitude/latitude, or they may be inaccurate. Also, the cellular 9-1-1 system does not receive altitude information. We may see your address at a nine-story building, but would not be unable to tell on which floor (or room) you are located.
Depending on which cell tower your signal hits, your call may go to the wrong 9-1-1 center. This can happen near borders or boundary areas. If your cell call is connected to a 9-1-1 center outside your area, the dispatchers at each center are trained to determine the location and transfer your call to the correct 9-1-1 center.
Lock your keypad when not using your phone. This prevents accidental calls to 9-1-1. If you dial accidentally, do not hang up. Stay on the line. It will save us time trying to call you back, or dispatching law enforcement to investigate.
Our current 9-1-1 system cannot accept text messages, e-mails, or videos for reporting emergencies.
Cellular technology in not infallible. Your call may fail to connect or may disconnect prematurely, especially if you are in a moving vehicle. Following are some tips to ensure your 9-1-1 call is processed quickly and efficiently.
9-1-1 speaks all languages. MVRDA has Spanish speaking call takers. Through "LanguageLine" services, we can also communicate in more than 200 languages in seconds.
Stay calm and answer all questions. Staying calm can be difficult, yet it's an important thing to do. The questions 9-1-1 call takers ask are important in helping get the first responders to you quickly.
Know the location of the emergency. Look for landmarks, cross street signs and buildings. Know the name of the city you are in. Location is vital to getting the appropriate police, fire or EMS units to respond. An accurate address is critically important on a cellular 9-1-1 call.
Teach your children how to call 9-1-1. Teach them how to dial from your home and cell phone, and to trust the 9-1-1 call taker. Can your child physically reach at least one phone in your home? When calling 9-1-1 your child needs to know their name, parent's name, telephone number, and most importantly their address. Tell them to answer all questions asked and to stay on the phone until instructed to hang up.
Prank calls to 9-1-1 waste time and are illegal. Prank or harassing calls to 9-1-1 will be dealt with by law enforcement.
The 9-1-1 system is a partnership between the public and the public safety responders. Our system relies on an aware, knowledgeable, and proactive citizenry to help us get the job done. Our hope is that the information we've provided will help you stop a crime, report a fire, or save a life.
Hugo Costa is director of the Mesilla Valley Regional Dispatch Authority.
