Calling 911 requires more than dialing numbers
by Cindy Moorhead, reporter

    Calling 911 during an emergency can speed up the response and is more effective if the calling party provides proper information to the 911 operator.

   At the time a 911 call is made, it is locked onto and routed to the appropriate agency.

   Even when a person hangs up the phone, the call still goes through and displays the name, address and phone number of the person or business calling.

   Most agencies have a policy that requires that their agency attempt to call a 911 hang-up back to see if assistance is needed. If there is no answer on call back, many agencies dispatch a police unit to make sure there is no emergency at the residence or business.

   A caller should stay on the line and speak to the 911 operator even if 911 is dialed in error. Hanging up because help is not needed can unnecessarily tie up police units needed for emergency calls.

   Callers should stay calm when calling 911 to report an emergency. The 911 operator will need to verify the location and phone number one is calling from. The operator also needs to know the caller’s name, the type of emergency being called in, when the event occurred, why, if known and any weapons and suspect information. One should not hang up the phone until the 911 operator says to.

   After the call is completed, it may be helpful to responding emergency personnel if someone turns on the outside light, puts up any pets running loose and, if possible, sends someone outside to guide them in, provided there is no immediate danger to the calling party.

   In the event of a medical call, medication and health history can be useful to the responding emergency crew.

   Many local agencies now offer Emergency Medical Dispatch. This allows the 911 operator to provide the caller with medical instructions prior to medical personnel arriving. This service can greatly enhance the life-saving process if time is critical such as when a person is not breathing. If CPR can be administered within the first few minutes, a person’s chances of survival are much greater.

   This process also allows callers to feel less helpless and allows them to do what they can to help the ill or injured person.

   Cell phones have caused difficulties for police agencies. The 911 cell phone call does not show the calling party’s location. The calling party’s not being sure of his or her location also can cause problems.

   At times, the calling party is in a car and continues driving from the location. Then he or she does not know where the actual incident occurred.

   It can be helpful if the calling party is able to pull over to the side of the road where the incident occurred to make it easier for the response team to find the location.

   Fortunately, a new 911 cell phone mapping system is in the works for Tarrant County agencies. This technology will allow the 911 agency to track the location of a call.

   Wanda McCarley, the Tarrant County 911 district operations and training manager, is currently working with Tarrant County agencies to get the equipment installed and 911 operators trained.

   Most agencies in Tarrant County have the computer tracking equipment installed and are now waiting for Phase II of the program to be implemented.

   Phase II involves the cell phone carriers’ mapping of wireless calls.

   “The FCC has granted waivers to some cell phone carriers,” she said.

   The service should be available soon.

   “Sometime after the first of the year, the Tarrant County system is expected to be fully operational, probably during the first or second quarter of 2002,” she said.

   Terri Luttrell, a 911 operator at DFW Airport DPS, has attended the 911 cell phone mapping system training.

   “The tower setup allows for very precise tracking of 911 cell phone calls,” she said.

   Lutrell said all the towers face north, and each has three antennas, containing an alpha, beta and gamma section.

   The mapping system shows the tower number and which antenna section (A, B or G) the cell phone call comes in on. It also lists latitude and longitude and, according to Luttrell, this information can be used for Careflight landing purposes.

   The events of Sept. 11 also have changed types of calls received by 911 operators and increased their workload.

   Mike Funk, a 911 operator at DFW Airport DPS, said, “Regular calls are running about the same, but 911 calls are up.”

   Funk said he has been receiving more calls in reference to suspicious packages, parking violations and suspicious vehicles.

   Cathy Pruitt, a 911 operator at Euless PD, said that 911 calls have definitely increased. Her agency has been receiving more calls about suspected anthrax in the mail.

   The 911 system is an easy-to-use system with many benefits for the public and, as technology continues to evolve, it should continue to improve, Pruitt said.