▼

Emergency Communications E 9-1-1

Show All Answers

1. What information do I need to provide when I call 9-1-1?

The 9-1-1 call-taker will ask you a series of basic questions:

• Address / location
• Phone number (callback number)
• Name
• Nature of the emergency (“Tell me exactly what happened.”)

Once these questions have been answered, emergency responders are dispatched to the call. However, it is critical to allow the 9-1-1 call-taker to continue to gather more detailed information to facilitate the most efficient emergency response.

2. Why does 9-1-1 ask so many questions?

The 9-1-1 call-taker may have only one opportunity to gather information about the emergency. Therefore it is important to get as much information as possible if the situation allows. Address verification and callback numbers are crucial.

Additionally, the specific information gathered helps to refine what emergency resources are dispatched as well as whether those resources are sent with red lights and sirens or normal traffic. For example, a non-injury traffic accident and a traffic accident with injuries elicit vastly different emergency responses. Traffic accidents with injured victims that are trapped in the wreckage require different responses yet.

3. Is help being sent while I am answering all the questions being asked by 9-1-1?

Yes, Butler County Emergency Communications uses a sophisticated Computer Aided Dispatch (CAD) system that automatically routes calls to the proper dispatcher as soon as the minimum amount of information is obtained. CAD also notifies responders of the nature and location of emergency calls directly, without dispatcher intervention in some circumstances.
In many cases, you may be asked to stay on the line until help arrives on the scene. This enables the dispatchers to keep the responders updated in real time and provide you with critical instructions that may improve the situation and/or ensure the safety of those on scene.

4. How does the 9-1-1 Center know my location when I call from a cell phone?

Butler County Emergency Communications is a Phase 2 enabled answering point. This means that when you dial 9-1-1 from a cell phone, the 9-1-1 call taker can see your approximate location by receiving the location of the cell tower your call is coming from. The call taker then also attempts to get your exact coordinates through GPS. This process can take 20 seconds or more and the coordinates they receive could be about the size of a football stadium. These coordinates do not include elevation which can be critical when calling from a multi-story building.

When you call 9-1-1 always assume the 9-1-1 call-taker does not know where you are and be prepared to give all address and location information for the emergency, including landmarks. Learn more about address and location information.

5. What should I do if I accidentally call 9-1-1?

If you accidentally call 9-1-1, do not hang up!

The best thing you can do is to stay on the phone until it is answered and explain that you dialed by mistake.

If you do hang up before speaking with a 9-1-1 call-taker an attempt will be made to call your number back to make sure everything is okay. If no contact is made an officer will be dispatched to the location of the call to determine if an emergency exists.

6. What should I teach my child about calling 9-1-1?

Teaching children the proper use of 9-1-1 is very important. Some of the things you can do as a parent:

• Teach your children their full name, parent’s full names, home address and phone number with area code.
• Teach your children what an emergency is and when to call 9-1-1.
• Teach your children that it is against the law to call 9-1-1 as a joke.
• Teach your children to remain calm and answer all of the questions asked.
• Teach your children not to hang up until the 9-1-1 call-taker instructs them to.
• Teach your children not to be afraid to call 9-1-1 if they need to.

7. Is the Butler County ECC able to assist callers who do not speak English?

Yes. When 9-1-1 calls are received from callers who do not speak English a Language Line Services translator is conferenced into the call to translate all questions and answers.

8. Does the Butler County ECC have the ability to assist hearing and speech impaired callers?

Yes, hearing and speech impaired callers are able to call 9-1-1 just like any other citizen.

As required by the Americans with Disabilities Act, Butler County ECC is equipped with TTY/TDD (Text Telephone/Telephone Device for the Deaf) equipment at every call taking position to assist hearing and speech impaired callers. The TTY/TDD technology is built into the phone system to enable seamless communication with callers who need to use TTY/TDD to communicate. All of our telecommunicators are thoroughly trained in the use of TTY/TDD, as well as continuously trained throughout the year to maintain proficiency in the use of the equipment.

9. I was trying to make a long distance call from my office and got 9-1-1 by mistake. Why does this happen?

Many businesses require that you dial 9 to get an outside line to dial out. If you happen to dial 9 to get an outside line and 1 for a long distance number, the 1 could accidentally get pressed twice or be held down too long; therefore dialing 9-1-1.

Some business phone systems also require that you dial a 9 before you dial 9-1-1 for emergency assistance. You should check with someone responsible for maintaining your telephone system to see if dialing a 9 before 9-1-1 is a requirement for your office. If it is, make sure that these instructions are posted in plain view at each phone for employees to see.

10. Who pays for 9-1-1?

Each household, business, or phone subscriber pays a small monthly fee for 9-1-1 service on each telephone line that appears on their phone bill. There is no per-call charge for calling 9-1-1. However, EMS / ambulances dispatched through 9-1-1 may charge for taking someone to the hospital. This is a separate ambulance charge, not a 9-1-1 charge.

11. Why does the 9-1-1 call-taker sometimes transfer my call to another person?

When you call from a phone installed at a residence, business, or a pay phone, the fixed location of the phone determines which 9-1-1 center you reach. All of these phones have a special secondary number on file with the phone company that directs your call to the correct 9-1-1 center or Public Safety Answering Point (PSAP) for your area.

If you call from a cell phone the procedure is different. Cell phones transmit to the nearest cellular tower and from there to the closest 9-1-1 center. The 9-1-1 center is determined by the location of the cell tower. Sometimes if you are close to the border between two 9-1-1 centers you might get the wrong center. However, the 9-1-1 center employees are quick to recognize this and able to transfer you to the correct 9-1-1 center with a single button click.

In other instances a PSAP may not handle certain call types for the area you are in such as police, fire, or medical calls. In those cases you might speak to more than one dispatcher, as each 9-1-1 center involved gathers the information that they need.

12. Reverse911 - Do you already have my phone number?

If you have conventional land line service to your home or office, even if it is unlisted, your number is automatically in the Reverse911 data base.

13. Reverse911 - What if I have voice over internet phone service?

If you have digital or internet telephone service, check with your phone provider to see if they are E911 compliant and that your account information is correct. Use the Self Registration Portal to add your number to the Reverse911 database. Reverse911 Self Registration Portal

14. Reverse911 - I am hearing impaired and have a TTY/TDD device ... Will I still receive emergency notifications?

Yes. TTY/TDD devices are automatically detected.

15. Reverse911 - Will my number be sold or shared?

Absolutely not. Your information will only be used to communicate official messages.

16. Reverse911 - I have call screening to discourage telemarketers. Will I receive Reverse 911?

Perhaps. If your system simply requires a valid caller ID, we will get through. However, in a natural disaster or other emergency you should disable your blocking.

17. Reverse911 - Can I add more than one cell phone number to my address?

Yes. Use the self registration portal to add cell phones to your actual address. The system will not accept Post Office boxes; it must be a real street address. Reverse 911 Self Registration Portal

18. Reverse911 - I live in a remote area, sometimes my location is hard to find.

The system is geographically based. Use the self registration portal to increase your chances of being properly notified. Reverse 911 Self Registration Portal

19. Reverse911 - I did not get called during a recent event. How can I be sure my information is correct?

Because emergency notifications are geographically based, showing the system your accurate address on the mapping application will solve the problem in most cases. You can use the self registration portal for this. Reverse 911 Self Registration Portal