Step 3: Useful Background Information

Not many years ago there was no '911' system. There were separate 7-digit phone numbers for each service, each with it's own dispatch. A separate number for police, fire, and ambulance had to be used. There was little in the way of a standard protocol for call-takers to use in order to gather accurate information, and information gathered was rarely shared between services.

This was highly inefficient, as most moderate-to-severe incidents require 2 or 3 of the services to respond (think motor-vehicle crashes; police to secure the scene, control traffic etc, fire to operate rescue equipment/put out fires, and ems to fix people. A better system that has begun to emerge is combined tri-service centres which dispatch all three from the same location. Information travels as fast as a click of a mouse - and everyone gets up-to-date info much faster. Most dispatch centres these days have moved to bi/tri-service, with police sometimes left to a specific separate centre for various reasons such as complexity and security.

With technology ever-improving and tele-com systems upgrading, most 911 centres have moved to enhanced-911 (e-911). This means that when you call, your phone number, and a database entry of your address from the phone company are delivered straight to the dispatcher's computer. This is referred in the industry as Automatic Number Information/Automatic Location Information (ANI/ALI). ANI/ALI Information for the most part is NOT delivered with cel-phones.

The next upgrade being deployed is the ability for the dispatcher to retrieve your GPS location direct from the embedded GPS in a cel-phone. Some areas already have this feature, MOST do NOT. It has been argued by opponents of the system that it invades your privacy - even though it is an option to enable or disable in your phone - it could arguably be abused by police to find suspects etc. Currently where the system is not enabled, the dispatcher is presented with the location of the cel phone tower you're using, and the angle (Azimuth) from the tower to your phone.

See the wikipedia article: e911 for more information.
Whoa ! 1,550 views and no favorites? <br>Then I'll be the first to favorite this. <br>BTW great instructable!
The favourite system was phased in some time last year when they phased out 'vote out of 5 stars' - so now the view count is much lower per unit time...It was highly rated at the time - but that is gone :D <br> <br>Thanks for the comment!
Awesome. This really needed to be said. I am an EMT in Kansas (other wise known as basic paramedic outside the US). One thing that could really help you out if you have an emergency at your home is a more visible house number. You can get the light up solar kind that sits out in your yard or you could add glow in the dark paint. There is also some kind of paint you can put over the numbers on your house that is clear during the day but at night when we put our spotlight on it it shines like the sun, i have a feeling its probably a scotch brite product but let me tell you, it makes finding that house at 3am so much faster.
I'm going to add this -- It's all well and good to know where you are if where you are is nondescript :D <br> <br>Thanks for the tip! <br>*As I dispatch, I hate having the crews come back and say &quot;none of the houses have numbers&quot;...really adds delay to the process.
definitely worth reading. I volunteer as a first aider at British Red Cross, I will tell one of the trainers about this, as more information about what to say when making the call would be helpful, they only say to remain calm and be specific that the casualty is not breathing in their basic life support course (which mainly consists of CPR)
Thanks for the comment: it's true. The sooner we get the information needed to begin lifesaving instructions the better.
I am an EMT, and&nbsp;I was incredibly frustrated and angry when&nbsp;I called 911 . My friend had a compromised airway, was diaphoretic,&nbsp;poor cap&nbsp;refill&nbsp;and had&nbsp;severe chest pain. I was extremley clear about the situation and yet the 911 operator constantly asked me the same questions over and over, wasting precious time.&nbsp;The paramedic that arrived had the nerve to tell me that my friend probably had indegestion. Later, my best&nbsp;friend died. This was a priority one situation, and yet I was treated like&nbsp;I was calling in about a hang nail. It's my policy to be positive and kind when I make comments on the Instructables board, but I had to voice my extreme concern.&nbsp;
I never noticed this message so long ago, sorry for late reply;<br><br>It's helpful and harmful when you have more information than is required -- yes, I agree all the symptoms you mentioned are pri-1. Only problem lies in that most, and I must emphasize most (&gt;90%) of comms folk worldwide are not medically trained. Nobody's perfect and I can't comment to your case obviously but there is certain information that has to come in the right order -- hence why this instructable doesn't teach the questions.<br><br>In an emergency situation, we need very few things to get a pre-alert out, namely location, preferably phone, and general idea of what's going on. The rest is serial linear questioning to stay on track -- extra information out of order can HURT the process.<br><br>for example, when I get a call from a doctor/nurse and I ask tell me exactly what happened, they volunteer at the start &quot;my pt is diaphoretic, poor cap refill, a/o 2/4, sat 67, bp 190/100, high potassium, hasn't had a bowel movement in 3 days&quot;, none of that is a direct answer to a question that we can reasonably assume. I'll do my best to remember it, but the start of a call I'm pressing for priority symptoms. If they just said &quot;chest pain&quot; or heart attack off the get-go, then we've saved 20 seconds of dialogue. A question with a clear answer already volunteered can be considered answered but like I said before, if the answer was not the target of a previous question it's information easily lost. <br><br>As for asking 'the same questions' then that's just poor communication. I would put forward an inquiry to that call to see if procedure was followed.
Thanks Frolard, <br>It's far too late, and still a very painful memory. I miss my friend very much. Basically I gave the info you described and stuck to address, phone number airway breathing and circulation, but probably with too much info since I immediately kicked into EMT mode, and I knew my friend was in crisis. <br> <br> It also happened in Canada, back when there were just &quot;ambulance attendents&quot; with very basic training (couldn't hang IV's, couldn't intabate etc.) and most Canadians did not know what an EMT was. This is not a bash at Canada-it's just the way it was. I was trained in the USA where the program spinned off of Vietnam medic training during the war. <br> <br>Training has come a very long way in Canada since my friend died. I can certainly see where you are coming from, and what you say makes sense. I will remember what you have told me. Thank you very very much for listening, and helping. <br> <br>Thank you also for posting your Instructable.
Again, I'm sorry for your loss -- that sounds like quite some time ago, and I hope things (industry) have improved since then -- all our 'rules' are written in blood, unfortunately something bad had to happen to lead things to how they are today.
Thanks for spending your time to help me work through this-I never really did until now.
Anaphlaphteic shock?...cant spell yew kno what i mean.. Paramedic got charge for neglect huh?
When the ambulance has been dispatched, and iIf possible, have someone other than the person staying with the patient quickly flash the front porch lights on and off. It really helps the driver figure out where to head. If someone else is able to stand at the end of the driveway and wave their arms, it's also really helpful.
A waver is definitely a plus!
Mexico. 066 police, Mex-065, Fire 068 <br> <br> HAZMAT - chemtec- 866-222-2177 US and MX
in poland, 997 is police, 998 is fire, and 999 is hospital sources: my mother (im 100% polish, born in chicago...)
Thanks for the info!
No prob.
What about your mother?
Read this about a year ago and thought I'd never need it.<br> <br> At my work, a dairy (convenience store), one of the pie warmers caught fire and I had to ring 111.<br> <br> These instructions helped a lot when talking to the operator! Your quote of: <em>&quot;When you have an emergency, time seems to stand still.&quot; </em>was true!<br> <br> Thanks!
Glad it helped! How did your disaster turn out?
Well it was rather interesting. We were standing outside the shop while all of this smoke billowing out of the door, and we had a lot of customers walk past and ask 'What did you do&quot;. No permanent damage was done. The firemen took the pie warmer out side to inspect it (see photo)<br><br>After an electrician looked over the pie warmer, it turns out that the previous electrician ran the live wire right beside the heater element!
<p>Does your agency use the ProQA&nbsp;system?&nbsp;I recognize some of the questioning and wording from the system.<br /> <br /> I'm a 911 dispatcher in Texas and this is definitely a helpful 'able. Our city recently transferred to a consolidated dispatch center; we have Ambulance, Fire, Police, and Animal control dispatchers in the same room as calltakers. After we did that, the city sent out a newsletter in the water bills with tips on how to call 911 and what to do, what info to have, etc. I&nbsp;wish they would've sent this out instead!&nbsp;</p>
*and welcome to instructables!<br />
Thanks for the kind words!<br /> <br /> cypm<br />
its not spelled gendame its jandarma =P <br/>
&nbsp;instead of publically pointing&nbsp; out the author's spelling errors, use the private message option, or better still, look past&nbsp;the error&nbsp;and appreciate the core message of the posted instructable.
&nbsp;it&nbsp;wasn't&nbsp;a attack on his spelling its a&nbsp;Turkish&nbsp;word i dont expect him to know it i was just telling him the correct way of writing a&nbsp;foreign&nbsp;word.&nbsp;
<p>&quot;discression&quot; is the operative word.&nbsp; Enough said.</p>
Definitely good to know...
What is 911?
Where are you from Mr.Pug? 911 is the emergency phone number in USA and Canada. In England, 999. Many different countries use a different short number to get help on the phone.
I'm in the Sydney area in Australia, our number is 000, as you said earlier.<br /> If you dial 000 and don't do/say anything, the fire brigade turns up.
I&nbsp;was speaking to a new friend in Austrailia just last night about this, 112 is regular police fire ambulance and 000 is wildfires...neat stuff!<br />
<p>Everything is 000 where I am. (Sydney)&nbsp;112 works from mobile (cell) phones even if they are locked. Also I think there is a new system (don't know if it has been implemented anywhere yet) where dialing any one of the emergency numbers that you have mentioned here, including 112,&nbsp;will automatically divert to 000. <br /> We get alot of US television here, and itis amazing how many people try to call 911. (By the way I am a firefighter).<br /> <br /> Where is your new friend located?</p>
I&nbsp;believe in the far south, I&nbsp;don't recall exactly - it was a quick video game chat about it.<br />
Oh, whoops.Australia,
WoW.<br /> <br /> Very good, helpful instructable.<br /> This <em>could </em>save more lives, people no know when TO and when NOT to dial 911, therefore lines aren't held up.<br /> <br /> I 'd like to be a 911 operator.<br />
Sorry <br /> <br /> People know when TO and when NOT...<br /> <br /> Could also speed up the process, if people have all the info written down, then it's quicker to explain.<br />
The only piece of advice I&nbsp;can really really give that is universal to every situation - since each dispatch center does it differently -- Know where you are.&nbsp; If you're visiting somewhere, note where its written, or get it written by the phone.&nbsp; If you're driving, set/reset your odometer often to say &quot;I'm x kilometers outside of y town&quot; rather than 'somewhere past x'<br />
Awesome extra buttons?<br /> <br /> What do they do?<br />
speed dials to various dispatch centers, fire stations, and other emergency services like translation services, utilities, poison control - etc.<br />
Thanks for writing this - it's vey helpful & good stuff to know. Something I've always wondered (since 9-1-1 service started, anyway) - why is it different in different countries? Getting two sovererign nations to agree on anything at all is tricky, I know; but I evny the British only having to dial one easy-to-find numeral three times - I worry that I'd be too klutzy to find the "1" button after managing the "9," in the case that the person trying to rob me during a building fire suddenly started having convulsions (or whatever other 911-worthy scenario springs to mind).
In North America - 911 was one of the last 'untaken' area codes :D Just ironic they came up with the poles on the phone dial.
so you are a 911 operator
Indeed I am!
turkish numbers are 112 for ambulance 155 for police 110 for fire And 156 for gendame,which is half-police half-soldier.
Thanks again!
your welcome,although nobody probably cares:)
Information is power. Never forget that ;)

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