Tips for using 9-1-1

Working in emergency dispatch we get a variety of calls where people are needing help. Some of out most common requests for help are due to:

Car accidents

Falls.

(yes, even some "I've fallen and I can't get up")

and snakes.

Yes, people call 9-1-1 because they see a snake. And yes, we send the fire department out to come out, chop it's head off and dispose of it.

Since (hopefully) calling 9-1-1 is not a common occurrence for most people, I thought I would share some tips so that if you ever do need to call for help, you are somewhat prepared (feel free to share with your friends).
**Please note: these tips come from my experience working in Ventura County, your area might be a little different, but the tips are still relevant**
{In no particular order}

1. Take a CPR class. It could mean the difference between life and death, literally! It is especially important if you are about to become a parent, grandparent, babysitter, etc. it is really important to take a class so you are prepared. Even if you have taken a class years and years ago, take a refresher because the protocols have changed. The American Red Cross and The American Heart Association both offer classes, so grab a friend and go learn!

2. If you are having an emergency at home, call 9-1-1 from your home phone, not your cell phone. When you call 9-1-1 from your home phone, it shows us your address and phone number; when you call from your cell phone, it gives us the address of the cell phone tower, not your exact location. Sometimes, phone calls are dropped, there is static on the line or lots of background noise, making it extremely hard to understand you. Having your actual address is really important so that we can find you quickly and get you the exact help you need (and get help started to your location while we call you back if the call gets dropped).

3. Know where you are. How often do you drive to work or school or errands and you just cruise to your destination? You may know the main street you are on, but do you know the closest cross street to give us the nearest location to you? When driving on the freeway do you know what the last exit you passed was? These are really important to know, especially when on the freeway because there could be miles and miles between exits/crossing roads and if you don't know where you are, it could delay getting you the help you need, so pay attention to where you are to help us find you.

4. Do not talk over us. We have some specific information we need to get to determine what kind of help you need. If you called because your mother is feeling nauseous and she needs to go to the hospital to be checked, I (as the dispatcher) do not need to know that three years ago, she had a hip replacement. I will need the address, phone number, her age and exactly what symptoms she is having for the problem today. The paramedics who arrive at your house may need all of her medical information, but I am concerned with what is going on right now that made you call for help. The questions I ask might not seem related to the problem or important to you, but trust me that I am asking them for a reason and the information I you give me is given to the paramedics as they are driving to you.

5. You may have to talk to someone else before being transferred to me. In Ventura county, all 9-1-1 calls either go to the law enforcement agency for your area (the police or sheriff) or to CHP and then to us. You may have to explain your problem to two different people before help is started to you. I'm sorry that you just told the other dispatcher why you need help, but I need to hear it again to make sure that I send you the help you need.

6. Cursing, yelling, screaming at me is not going to get you help any faster. I think you would be shocked at the names we get called and how often we are yelled at. Trust me, we understand that you are having an emergency and it is scary. If you stay calm, you are going to help us, yourself, and the person in need of help.

7. There is a reason that the ambulance and fire units drive with their lights and sirens. {When you are on the road and see units with sirens blaring and lights flashing coming up from behind or towards you, pull immediately to the RIGHT.} You have called 9-1-1 for help, the questions I ask help me determine what kind of emergency you are having and how quickly you need help. Please do not tell me that the responders do not need to come with their lights and sirens, that is my job to determine the help you need and how it arrives. We have protocols determined by a doctor and a team of medical professionals that determine when the responders need to come to you as fast as possible. Remember...it could be life and death and while it may seem like a simple problem to you, there could be underlying issues going on.

8. If you take any medications, write them down (including the dosage) and keep it behind your drivers' license in your wallet. Also have an in case of emergency card with phone numbers with your medication list. There has been a lot of media about having someone assigned as ICE (in case of emergency) in your cell phone, while that is important; in an emergency, the paramedics are going to grab your drivers' license and take it with you to the hospital (if your medication list and ICE list is behind it, it is easy for them to grab those as well). Especially in the event of a car accident, they are not going to waste time searching for a cell phone because their focus is on you and your needs.

9. If you have children, take them to your local fire station and police station before an emergency occurs. Emergencies are scary for everyone, especially children. If you are able to expose them to the fire engine, ambulance, police vehicles and crew before an event occurs, it might help them to remain calm. Kids might be able to remember a fun visit and meeting responders in a calm setting, so that when an emergency occurs, they are familiar with all of the big vehicles and people that show up.

10. Remember that we go through lots of training and, most days, love our jobs. We are here because we want to help people get through tough situations and be the calming voice on the other end of the phone. It is a relief when we answer a call and speak to someone who is frantic, but by the end of the call, they have calmed down and are able to say thank you for the help. We are always here when you need us, but I hope you never do.