by Ray Mickol

Created on: December 06, 2007

This article will address what to expect when calling 911, more specifically what to expect when calling 911 from your cell phone.
I myself worked for a large public entity serving 2.1 million people answering cell 911 calls. Most callers trusted that we were professional and had their best interest at heart and would be able to handle their situation efficiently. But there was that small minority of callers that either did not understand, did not want to understand or did not care how the system works.

The agency I worked for is responsible for 100 ambulance units, 40 hospitals and 59 political subdivisions. As in most 911 agencies, we had a problem with staffing, training and equipment. This is not to give you the impression that you were in danger. Far from it. The people I worked with would daily go above and beyond the call of duty to provide good service to the public.
When you first call, you will be asked "911, what is your emergency?" Be prepared to state clearly what is going on. No matter how traumatic the situation is for you, take a deep breath and compose your thoughts so you can be a part of the solution.
Next, you will be asked your location. This is done to either verify the location information that comes up on the operators screen, or in the case of the agency I worked for, because the equipment is not in place yet for this technology. One problem you have with cell phones is that the location is only an approximate, unlike a land line which gives the specific address. Please remember, the more you cooperate with the line of questioning, the sooner you will get help.
With the agency I worked for, as soon as the information is obtained, your call is then transfered to the right political subdivision that will be able to handle it. At this point, the questioning will begin again so please be patient.
Please keep in mind during major events like a highway accident, house fire or big storm that the system will be receiving multiple calls. If you are put on hold, don't hang up. If you are calling about something else besides the major incident, you will go to the end of the queue, delaying the help you need. If you are calling about the major incident and are put on hold, keep in mind that 50 to 100 other calls about the same incident are coming in at the same time.
Please remember, when you call 911 from your cell phone, as well as your land line, to be as calm an collected as you can be. Be ready to answer all questions in a clear concise manor and you help will soon be on its way.

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