Calling from a Cell Phone

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1 Calling frm a Cell Phne When calling frm a cell phne, yur lcatin may nt autmatically display t the center as it des when calling frm mst hmes r businesses. Be Prepared t tell the Calltaker The lcatin f the emergency - (Address, street intersectin, landmarks, city, cunty, mile marker, etc.) What the emergency is and what type f assistance is needed Yur cell phne number Remember Stay calm and speak clearly! D nt hang up until the calltaker has btained all f the infrmatin that is needed. Since yu are calling frm a cell phne, yur call may be discnnected if the signal is lst. Be sure t call back if yu are cut ff. When calling n a cellular phne, be sure t stp if yu are in a mving vehicle. It is difficult t btain all f the infrmatin needed if yu are getting further frm the emergency. Yur call may need t be transferred t anther agency. Frequently Asked Questins calls frm a cell phne Q: Can I call n my cell phne and is there a cst invlved?

2 A: Yes, yu can call n yur cell phne. Hwever, be prepared t give the calltaker infrmatin abut yur lcatin, because it is nt like calling n yur hme phne. It is free t call n yur cell phne. Q: Des the calltaker knw my lcatin? A: Assume the calltaker des nt knw yur lcatin. Even if yur cell phne is able t prvide lcatin infrmatin, the chances are yu will need t prvide the calltaker with additinal lcatin infrmatin. Remember, the apprximate lcatin the center receives culd be as large as 3 ftball fields r mre. Be prepared t give specific directins t yur lcatin. Q: What if I dn t knw where I m at when I call 9-1-1? A: Lk fr landmarks, large buildings, street signs r paperwrk nearby that may cntain address infrmatin. Think back t the main street r highway yu were near when yur emergency ccurred. If thers are arund, ask them where yu are. D nt depend n yur cell phne t tell where yu are! Q: Des the calltaker knw my phne number when I call n a cell phne? A: Maybe r maybe nt, depending upn yur cell phne prvider. The safest way t apprach the prblem is t assume that the calltaker will nt knw yur phne number and be prepared t prvide them with that infrmatin. Q: Why is the 911 calltaker asking me s many questins? A: Secnds save lives. The mre questins calltakers ask, the mre infrmatin they can pass n t the emergency persnnel respnding t yur call. This infrmatin allws the emergency persnnel t mre accurately prepare. In additin, when dealing with medical calls many calltakers are trained t give emergency prearrival instructins. These instructins start the emergency respnse t the situatin immediately. Q: While the 911 calltaker is speaking t me is help being sent? A: Once the basic infrmatin and reasn fr the call is btained, the calltaker stays n the line with the caller and sends infrmatin t a Plice, Fire, r EMS dispatcher. That persn then dispatches, r sends, the apprpriate help t the caller. In many cases, the calltaker will cntinue t ask questins, give emergency respnse infrmatin and pass n situatin updates t the respnding persnnel until help arrives at the scene. Q: Why des the dispatcher transfer my call t anther agency? A: Yur call t may need t be transferred t anther agency because cell phne calls are sent t a answering pint based n cell radi cverage. Cell cverage areas dn t always match plitical bundaries, s mst calls are ruted t a answering pint that serves the majrity f the area. Yur call may need t be transferred t the apprpriate agency fr the area. Q: What d I d if I m cut ff after they answer?

3 A: Always try t call back. Dn t wait fr calltaker t try t cntact yu. They may nt have received yur cell phne number in the initial call and may need additinal infrmatin. Q: Can I keep driving when I call n a cellular phne? A: It is usually best t pull ver when calling 9-1-1, as there is less chance f the cell phne signal being drpped if in a statinary lcatin. Additinally, any emergency instructins that need t be carried ut can best be dne while stpped. Finally, if help needs t reach yu it is best t be in ne place s help can get t yu, instead f trying t meet them smewhere. If yu cannt safely pull ver t speak t then stay calm, pay attentin t the radway with surrunding vehicles, and fllw the calltaker s instructins. Q: Shuld I prgram r turn n my aut feature n my cellular phne? A: NO, please dn t prgram r use the aut feature. There are numerus accidental calls t frm cell phnes that have this feature. The callers ften dn t realize that their phne has called Help reduce accidental calls t by nly calling when yu have a life-threatening emergency. Hw Des Wrk? Hw Des My Call Get t 9-1-1? When yu call frm a phne installed at a residence, business r a pay phne, the phne number f the phne determines which center yu reach. Each center r Public Safety Answering Pint (PSAP) has an enrmus list f phne numbers that are designated t cme t that center. All f these numbers have a special secndary number n file with the phne cmpany that directs yur call t the crrect center fr yur area. If yu call frm a cell phne the prcedure is slightly different. Cell phnes transmit t the nearest cellular twer and frm there t the clsest center. The center is determined by the lcatin f the cell twer. Smetimes if yu are clse t a cunty r state brder, yu might get the wrng center. Hwever, the emplyees there will direct yur call t the crrect center t get the help yu need. In sme lcatins respnses fr varius types f calls may cme frm mre than ne jurisdictin. In thse cases yu might speak t mre than ne dispatcher, as each center invlved gathers the infrmatin they need. If yu are hearing r speech impaired, Otseg Cunty center is equipped with a Text Telephne (TTY) device t allw cmmunicatin thrugh yur TTY device.

4 Once yu reach 9-1-1, the dispatcher will ask sme questins. If yu d nt have an emergency, the dispatcher will refer yu t a nn-emergency number. Nn-Emergency Telephne Numbers: State Plice (Otseg Cunty) Otseg Cunty Sheriff Onenta City Plice Cperstwn Plice Sme f these calls g elsewhere thrugh the nn-emergency phne tree, but may be answered by the dispatchers. The reasn fr getting yu ff the line is twfld. One, we are trying t send help t the emergencies first, and tw, we nly have s many telephne trunks. We want t keep thse lines pen fr emergency calls. If yu d have an emergency, the dispatcher will ask yu questins t determine wh t send. Sme f these questins will be: Where are yu? There are ambulances, fire trucks and plice fficers all ver Otseg Cunty. We want t send the nes wh are clsest and can prvide the quickest help. We really want an exact address, but smetimes yu wn't knw that. We will ask fr crss streets, what kind f building it is, what clr is it and ther questins t help us find yu as quickly as pssible. What is ging n nw? We will ask specific questins related t the situatin. Smetimes respnders may need special equipment, and nt all vehicles carry the same kind f stuff. We want t send yu the right help. While we ask the questins, we are entering the infrmatin int a cmputerized dispatch system. Other dispatchers can see that infrmatin and send help t yu while we are still talking t yu n the phne. Answering questins des nt delay respnse. We will ften keep yu n the phne and btain mre infrmatin t give the respnders. Fr example, it ften helps the EMS respnders n the ambulance t knw what kind f medicatin the patient takes every day. The patient might be having a breathing prblem that is unrelated t the medicatin, but that infrmatin will imprve the quality f care the paramedics can prvide.

5 We take a large vlume f calls per year here at the Otseg Cunty center. The dispatchers keep track f all the respnding units and all f the calls waiting fr service. Smetimes it is necessary t change the assignment f a unit s they can respnd t a different call that is mre f an emergency. On ur busiest days, sme nn-emergency calls can wait fr a significant amunt f time. Please d nt hang up, we have nt frgtten yu, and we are wrking as fast as we can. When t Call When shuld I use 9-1-1? Use t stp a crime in prgress, reprt a fire, r call fr an ambulance is the right number t call in an emergency when a prmpt respnse is needed. There culd be a fight r an assault ccurring right nw, a fire burning, r a medical prblem ccurring nw which culd be life threatening. The persn wh answers yur call is a trained dispatcher. They will ask yu questins t determine what kind f help yu need - Fire, Plice, r Medical. Be prepared t state the nature f the emergency, and please answer all the questins. Answering questins des nt delay respnse. As they ask their questins, keep yur answers as shrt and direct as pssible. Questins culd include: What happened? What is the lcatin? Where are yu calling frm? What is yur name? What is yur phne number? While n the phne with the call taker, EMERGENCY help is being dispatched. Staying n the line, if asked t d s, will NOT delay help frm respnding units. If it is pssible and des nt cmprmise yur safety, d nt hang up the phne until the call taker says it is kay t hang up. What if I call by mistake? Please stay n the line if yu call by accident, and tell the dispatcher that everything is OK. If yu d nt stay n the line we may have t send a plice fficer t yur hme t make sure there is nt a prblem.

6 When shuld I use the nn-emergency number? A nn-emergency number is a ten digit nn-emergency number which yu can dial 24 hurs a day in Otseg Cunty fr nn-emergency help. Using the nn-emergency number keeps available fr true emergencies. Nn-Emergency Telephne Numbers: State Plice (Otseg Cunty) Otseg Cunty Sheriff Onenta City Plice Cperstwn Plice Sme examples f times when yu shuld call a nn-emergency number are: Yur huse r car was brken int yesterday. Yur runaway child has returned hme. Yu need t add additinal items t the burglary reprt yu made last week. Yur car was stlen smetime vernight. Smene stle yur bike while yu were at schl. Are there times when I shuldn't call either number? Yes. When yu need general infrmatin, r if yu are making rutine business inquiries, yu shuld nt use either the emergency r the nn-emergency number. Smetimes we receive calls frm smene wh just desn't knw wh t call, r wh can't find the right phne number. Peple call t get directins, t btain rad r weather cnditins, t reprt a pwer utage, r because they are having truble finding a phne number in the phne bk. These are nt calls, and they are nt apprpriate calls fr the nn-emergency number. A quick respnse in an emergency depends upn each f us using the emergency system and the nn-emergency number prperly.

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