Many, many thousands of times a day these words are spoken to callers at emergency dispatch centers. Now be careful, because what comes next can make all the difference in speedy help or frustration and delay. I used to work part time in a dispatch center and believe me a bad call for you is worse for the dispatcher. They all seem to be genuinely caring and concerned people, who want to help their callers. Now a “good” call is often the same at the campground as it is at home. But most people never, ever think about what they are going to need to know when they call 911 (and be advised, not everywhere in the United States uses 911; some areas still have 7 digit numbers to call; if, in your area, you need another number, you should find it and keep it by the phone, but we are going to use 911 in the generic sense of calling an Emergency dispatch center). So, what do you need to know to call 911?
First of all, when you call 911, there is often a script that the dispatchers follow. This script changes depending on what dispatching software is used, but all are basically similar. It often begins with the words above! Let’s see what some of the usual questions a dispatcher uses.
The first question is: 911 What is the address of the emergency?
Simple right? Well, please remember if your neighbors house is on fire over the hill, please don’t give them your address. They want to know where the emergency is occurring. Now, if you are camping, that often makes it even harder; after all, how many people know the address of the campground? If you don’t, find out or ask if you are going to be there for any length of time. They will often also ask what township or borough you are in also. If you are on a cell phone, it might also be wise to know the county or even the state the emergency is in also. This is also when they might ask you for directions; use real street or route names, and use prominent landmarks. This is a true story: one NIGHT we were dispatched to a road and were to make the first right after the cemetery … three times up and down an 8 mile road, and we finally saw the 20 x 20 foot cemetery well off the road, in the dark. Now, 50 feet away, there was a 500 foot radio tower with red and white lights all over it. Which would have been a better landmark? Finally, what does the camp look like; does it have a site number? If they have to come in and look at every site, it is going to take a while to find it. The big purple trailer on loop C site number 34 is much easier to find.
Second question: What is the phone number you are calling from?
If something goes wrong or you are cut off, they want to be able to contact you again. So give them your number, they aren’t going to call you back later and try to sell you something.
Third question: What’s the problem. Tell me exactly what happened?
OK, now is when you need to have your act together. If you say the person is unresponsive and forget to mention that they are trapped in a truck with electric wires laying on it, things are not going to go as well as they could. My advise is to take a deep breath and slowly and clearly tell them what is going on. So, you might say: we saw a guy drive his truck off the rode; he hit an electric pole, and the wires are lying on the truck; he is slumped over the wheel unresponsive. Now you will get fire, police and EMS and the electric company will also be coming. If you just say there is a guy in a truck unresponsive, you will only get EMS. Also, some answers that signify certain emergencies will make them follow a different order of questioning. Be patient, they will guide you.
Fourth question: Are you with the patient now?
If you are with the patient, you will be able to answer more specific questions later.
Fifth question: How many people are hurt (or sick)?
Did you forget to tell them that the truck that hit the electric pole had six people in?
Sixth question: How old is s/he?
If you aren’t sure just guess as close as you can! There are no penalties for wrong answers!
Seventh Question: Is s/he conscious?
As you probably guessed, the injuries or illness that cause the patient to lose consciousness are usually worse or have caused more damaged than when the patient stays awake.
Eighth Question: Is s/he breathing?
Very important to know this one if you can. You might be given instructions on how to do CPR if the patient is not breathing. Take a deep breath and follow the instructions or better yet take a CPR class soon!
Ninth Question: Is the patient male or female?
Might lead to different call coding or dispatch level. Think about it, a man with abdominal pain can be suffering from something much different from a women!
Now the dispatcher will use your first answers to lead him to more detailed questions, if he needs to. So let them guide you, just answer as best you can.
If you can be ready to answer these and similar questions, you will have been a good caller. The help you need will be quickly on the way, and you will know you have acted as best you can in a true emergency! Congratulate yourself and, speaking as a former dispatcher, Thank You! I hope this helps prepare you and makes you think a little about what you might need to know before you call 911.
Your Obedient Servant,
Gary Smith, Jr.