911 calls - what do operators ask?

[myfc]

Obviuosly, I can't call 911 on a lark and find out what kind of questions are asked, so I'm wondering if anyone has any idea of how the operators answer the phones and then what they say afterwards. I would imagine they ask what the emergency is and where you are etc. but I'm not sure.

Thanks in advance.

[pconsidine]

From the recorded 911 calls that I've heard, the first words out of the operator's mouth is "911. What is your emergency?" Most 911 systems these days have call tracing, so they don't often have to ask you where you are. They do usually give you some immediate response to your emergency (like treatment for a heart attack or whatever) and tell you to stay on the line. I think they're more likely to ask where you are in situations involving the police than for medical emergencies, though my first-hand knowledge there is based on a small-town volunteer EMS crew.

Anyone else?

[myfc]

Thank you very much. Most helpful. If anyone else has more to add, it would also be appreciated.

[GroundlingCom]

I work as an emergency dispatcher.

pconsidine is correct that the most common way to answer is some simple variant of: "What is your emergency?".

This is quickly followed by "Where are you?". Even with the ability to trace calls, it is drummed into the heads of emergency operators to confirm a specific location ASAP (for all you know, the readout might point to general switch at a hotel, university, similar facility, or might be a neighbor's house, a payphone, convenience store, etc., and everyone will be screwed if you're suddenly disconnected without knowing where to send emergency personel). Moreover, depending on the setup, autotracing is not as failsafe. Locally, cell phones are not in our database, for example. (They can usually be traced rapidly, but the procedure differs from company to company).

Once the "What" and "Where" and "Who" are established, the operator essentially plays it by ear. The situation will dictate the subsequent response. Emergency personel will be dispatched (if need be) as the operator either offers advice or seeks more information (which can be relayed to the EMS people en route via radio), or simply comforts the caller with chit-chat.

[myfc]

Perfect. Thanks to both of you.

It's good to know is that more info can be/is relayed whilst emergency personnel are on route. Also, that advice is given is great to know.

[pconsidine]

I knew there would be someone who knew better. Straight from the horse's mouth, as it were.

Now get cracking on that script!

[Mompboken]

In certain situations they may ask: 'How far has the gerbil embedded itself?'

[GroundlingCom]

The state of phone service in this country is in such fragmented disarray that we're often put in the odd position of calling a special operator in New England for data on a number right here in Nebraska! Seems like everyone is farming out duties to everyone else. It's irritating to keep straight. I suspect it is a virtual nightmare in metropoli.

[BeefMissile]

Some 911/EMS dispatchers may ask if you have any weapons or firearms in the house or if you can stay on the line.

[myfc]

BeefMissle: Thank you. That is very interesting. Why would they ask that? I'm very curious, indeed.

[Gymbal31]

I always get asked if I want to try a side order of cinasticks for only $1.99 more?

But I could be dialing wrong.

What's the number for 911?

[callingit]

My training dictated keeping the caller on the line until dispatched help arrived on scene.

if it's a medical emergency, the 911 dispatcher will attempt to talk the caller through basic first aid steps until help arrives.

IE, if someone's choking:
"can you see anything blocking the airway?"
"Do you know how to clear an airway?"
"Do you know CPR?"


Most 911 dispatchers are trained EMT's or higher (at least in NY--the 911 system is under the Fire Department's heading and all FD recruits are trained level 1 EMT's.) If the dispatcher is not a trained EMT, they may have a flip-card system to reference in order to guide a caller through the basics of first aid.


The dispatcher's goal is not to engage a caller in 'idle chit chat'--the dispatcher uses 'chit chat' to keep the caller calm and level headed in a traumatic situation. It's a skill.

Edited for clarity.

[GroundlingCom]

The dispatcher's goal is not to engage a caller in 'idle chit chat' ...

If that's a sly jab at me all I can say is you're simply wrong. Certainly, "chit-chat" is way down on the to-do list, but it has its place. It should be obvious from the context of my message that I was talking about certain situations where the emergency aspects have already been addressed and you are interesting in keeping the caller [a.] distracted (if they get hysterical there is very little to be done), [b.] reassured, and [c.] on the line until emergency personel are on site.

I had a lady a few days back trapped in an elevator and on the verge of absolutely freaking out because she was convinced it was going to plumment any second. I calmly explained about the redundancy features and how rare it is to hear about elevator accidents in the news, but she only realy became calm when we talked about the restaurants in town (she was visiting).

[callingit]

Groundling,

No jab at you implied or intended. :D

Just trying to point out that the 'idle chit chat' has a purpose--a different way of keeping a caller calm, as you say. Everything you say is completely accurate.


Poorly phrased on my part.