Why don’t you always know my location?
Short Answer
Technology is not always 100% accurate and there are many
variables at play. It is best practice for dispatchers to confirm your address
to ensure we are sending resources to the correct location.
The Scoop
When you call 9-1-1 from a landline, your call is routed to
the dispatch center that is responsible for emergency services in the
jurisdiction in which you reside. These calls are routed based on your address
and predetermined data communicated by the phone company and the dispatch
center behind the scenes. When the call comes into the dispatch center,
information will pop up on their screen that indicates the name of the
subscriber of the phone services, the address and the phone number. Even though
that information is automatically received, dispatchers will always ask you to
confirm your information to ensure the information is accurate. There have been
incidents in which the phone company initially set up the account with
transposed numbers, or incorrect subscriber information. Also, with the popular
use of VoIP (voice over internet protocols) the information may be inaccurate
due to a recent move, or a recent phone number change.
When you make a call to 9-1-1 from your cell phone, the call
initially hits off the closest cell tower and from there, it determines what
quadrant of the tower you are nearest to. The call is then directed to the
dispatch center that is responsible for that area. Unfortunately, it doesn’t
always bounce off the correct side of the tower and you may end up being routed
to a different dispatch center. This can be dependent on various factors. Since
the areas Astoria 9-1-1 dispatches for share close jurisdictional boundaries,
you may end up being routed to Pacific County 9-1-1 (WA) or Seaside 9-1-1.
Astoria 9-1-1 often gets calls meant for Pacific County (WA) and Wahkiakum
County (WA) so we train our dispatchers on the basic geographical area of those
areas so we can quickly determine the appropriate 9-1-1 center to transfer to.
Once your 9-1-1 call is made to a dispatch center, it may
pop up on their screen with just the cell tower location, which is called Phase
I. The dispatcher may try and regenerate a better location, which is called
Phase II. Phase II calls are required by the FCC to provide an accurate
location within 50 to 300 meters. Even if the dispatcher can get a decent
location of where you are, they will always ask you to provide your location.
What should I do if I accidentally call 9-1-1?
Please stay on the line to let the dispatcher know that you
do not have an emergency. If you hang up, the dispatcher will call you back.
The dispatcher may ask for your name and location – you are not in trouble,
it’s simply to record accurate information and close out the call that is
generated.
The Federal Communications Commission (FCC) requires all
cell phones to be able to dial 911, even cell phones that are disconnected from
a wireless provider. This means the old phones that you keep after an upgrade,
still can call 9-1-1. So be mindful when you give children old phones to play
with.
Can I test my phone to make sure 9-1-1 works? Can I have
my child practice calling 9-1-1?
Please call our non-emergency line first and advise the
dispatcher you need to test your phone or that you’d like to have your child
practice calling 9-1-1. If it is too busy, the dispatcher may ask you to call
at a different time.
What if I need to report an emergency that is occurring
out of the area?
Astoria 9-1-1 has the capability to transfer 9-1-1 calls to
other 9-1-1 centers within the state of Oregon. We also have the capability to
transfer to some 9-1-1 centers in the state of Washington. There are
approximately 5,800 9-1-1 centers in the United States, so we are unable to
keep a database of routing numbers for each center. If you call 9-1-1 and you
do have an emergency out of state, our dispatchers can assist by Googling the
phone number for the agency in which the emergency is taking place. It is
always a good idea to keep your local law enforcement agency’s non-emergency
phone number in a safe spot. You might even want to consider adding the law
enforcement agency’s non-emergency phone number of where your loved ones
reside.
What happens when I call 9-1-1 or the non-emergency line?
When you call 9-1-1 or the non-emergency line, one of the
first questions you will be asked is about the location of the incident. If the
address of the incident is in another jurisdiction, we want to quickly be able
to redirect you to the proper agency, so you do not have to explain your
situation multiple times. If the incident is taking place in the jurisdiction
we dispatch for, you will be asked to briefly explain what it is you are
calling about. The dispatcher may interrupt you to ask a clarifying question or
ask a different question and that is so we can process the call quickly and
efficiently. Just because we are asking questions does not mean help is being
delayed! Our dispatchers are trained to quickly get enough information to
safely dispatch responders to the call and they will update responders as they
continue to gather information from you.
You may have found yourself calling the non-emergency line
to report a non-emergency, only to be asked by the dispatcher if you have an
emergency. No need to worry! It just means we are busy and may need to place
you on hold. Sometimes emergencies do get called in on the non-emergency line
and we want to ensure we are prioritizing those before just placing them on
hold. Our dispatch center is small and sometimes we may only have one
dispatcher on duty. That dispatcher is responsible for monitoring all radio
channels and answering both 9-1-1’s and non-emergency lines, so they may need
to place you on hold to answer another phone line or deal with an officer on
the radio.
Is calling 9-1-1 for a non-emergency really a crime?
Yes!
ORS 165.570 Improper use of emergency communications
system
(1)A person commits the crime of improper use of the
emergency communications system if the person knowingly:
(a)Makes an emergency call or calls the tip line for a
purpose other than to report a situation that the person reasonably believes
requires prompt service in order to preserve human life or property; or
(b)Allows another person to use communications equipment
owned, rented or leased by or under the control of the person to make an
emergency call or call the tip line for a purpose other than to report a
situation that the other person reasonably believes requires prompt service in
order to preserve human life or property.
When to Call 9-1-1
9-1-1 is for emergencies: A threat to life, serious injury,
fire or to stop a crime in progress. 9-1-1 is to be used when you or someone
else needs immediate assistance.
Some examples for when it would be appropriate to call
9-1-1:
· Medical emergencies such as heart attack, stroke, someone having difficulty
breathing or who is unconscious or at risk from some other serious medical
problem.
· A verbal or physical fight/disturbance.
· You see a crime in progress or are following a possibly intoxicated driver.
Some examples when you should use the non-emergency number
(503-325-4411):
· You've discovered your house has been burglarized but burglary is no longer
in progress
· There is a barking dog in your neighborhood
· You need to speak with an officer about a previously reported incident.
Tips For Calling 9-1-1
- Location, location, location! Location is the most
important piece of information dispatchers get. If a call gets
disconnected, they at least have a location to send responders to until
they can reconnect with the caller and get further information. If you
don’t know where you are, you may be asked to look for a piece of mail or
you may be asked for a nearby landmark. Not knowing where you are CAN
slow down the response, so it’s important to always be aware of your
surroundings. Knowing what highway, you are on when you are travelling,
keeping an eye on the mileposts or businesses could potentially save your
life one day!
- We understand that when people call 9-1-1, they are in
a crisis and emotions are running high. It may be hard to articulate
exactly what is going on and that’s okay, just take a deep breath.
Dispatchers are trained to guide people through their worst moments and
gather enough information for first responders to safely handle the
situation.
If you are experiencing a power outage do not call 911 for expected outage time. Contact your local power supplier to report the outage:
Pacific Power: 1-877-508-5088
For information about road conditions, contact the Oregon Department of Transportation (ODOT) road conditions line:
511 - Toll free within Oregon
1-800-977-ODOT (6368) - Toll free within Oregon
(503) 588-2941 - Outside Oregon.
This is an automated service and should be updated daily. You can also visit www.tripcheck.com to view road conditions on across the state.
Below are links to printable documents we hope you will find useful:
72-Hour Family Emergency Kit
Car Seat Safety
Home Fire Safety
Pet Safety
Poison Prevention
If you are inquiring about a position with Astoria 911 Dispatch, please visit the City of Astoria's job listings site: https://astoria.applicantpool.com/jobs/. If Astoria 911 Dispatch is hiring, the position will be listed here.
