Calling 9 1 1

Any situation that requires calling 9-1-1 can be overwhelming. Reviewing the information below can help prepare you for that emergency situation and make the call less daunting.

When should you use 9-1-1?

9-1-1 is only to be used in emergency situations. An emergency is any situation that requires immediate assistance from law enforcement, the fire department or an ambulance. If you are ever in doubt of whether a situation is an emergency you should call 9-1-1. It's better to be safe and let the 9-1-1 dispatcher determine if you need emergency assistance.

What happens when I call 9-1-1?

When you dial 9-1-1, your call will be received by an emergency dispatcher who takes your information. Then, the appropriate police, fire, or medical team located in your city is notified and service is dispatched.

How do I use 9-1-1?

Remain calm. Speak Clearly. Provide the emergency dispatcher with the following information:

• Address of the incident
• City you live in
• What is happening
• Your name

Please stay on the line with the dispatcher until told you may disconnect.

When should you use the non-emergency number (586-777-6700)?

The non-emergency number purpose is to assist the public when the use of 9-1-1 is not an urgent request or life and property are not in danger. The non-emergency number is answered twenty-four hours a day, seven days a week.

Some examples of questions a caller may be asked when reporting an incident:

Where is your emergency?

Citizens call 9-1-1 in different ways. Calls come into the center from landlines, cell phones, over the internet (VOIP), or from a telecommunication device for the deaf (TDD).

• Landlines provide quick location information to the dispatcher because each landline is registered with the phone company. Upon receiving a call, dispatchers are provided the name, address, and phone number for the caller.
• 9-1-1 calls from VOIP line have the same immediate information, but may not always be accurate. Landline information is automatically updated by the phone company, VOIP information needs to be updated by the customer. If a customer forgets to update, dispatchers will not receive correct information when 9-1-1 is called.
• Enhanced 9-1-1 requires cell phone carriers to place GPS receivers in phones in order to deliver more specific latitude and longitude location information This technology uses cell phone towers to estimate location, accurate to 50-300 meters. However, sometimes, dispatchers are still not able to get a cell phone location for various reasons such as poor signal strength. Regardless of how a citizen calls for help, the dispatcher must verify the location information and phone number.

What is your emergency?

Call prioritization is based on the type of call, whether it is in progress, just occurred, or if it occurred earlier in the day. An emergency is an immediate threat to life or property. Calls that involve weapons or a medical emergency are given the highest priority. It is important for the caller to stay calm and assist the call taker. When answering questions, it's important to be truthful and give facts. Over dramatization of an event in an attempt to receive a faster response, for example, saying there is a weapon where there is none, puts emergency responders and the general public at risk.

Are there any weapons?

The dispatcher will ask if there are any weapons involved on certain calls, such as assaults and domestic situations. It is understood that some callers may not be familiar with firearms. The caller should answer to the best of their ability. Questions may include whether the gun is a pistol (a gun that can be held in one hand) or a long gun (a rifle or shotgun). If there is an edged weapon involved, the call taker will ask for more specifics, such as, if it is a kitchen knife or a machete.

When did the emergency occur?

The dispatcher will ask for a time frame for an event to better prioritize response. An assault that is presently occurring will get a higher priority than an assault that happened three hours ago. In cases involving a suspect who has left the scene, knowing the time frame helps responders calculate how long a suspect may have had to get away.

Who is involved?

The dispatcher will ask the caller information on the person(s) involved. A description will include name, race and sex, or age. The dispatcher will also ask for a physical description. This may include height, weight (skinny or heavy set), and hair color. A clothing description is helpful to responding officers. If a call involves a vehicle, the operator will ask for a description. This may include color (solid or two-tone), make, model, style (2 door, 4 door, SUV, hatchback), and any distinguishing marks (cracked windshield, large scratch on the hood).

Why is this happening?

Background information on the people involved in a situation is helpful to an officer. A dispatcher may ask whether the person(s) involved have been drinking or doing drugs and about mental status. The dispatcher may also ask if the person is on or off any medication. Dispatchers are not trying to invade a person's privacy. Knowing the mental and medical status of an individual keeps responding officers and medical personnel safe.

Call 586-777-6700 when there is no immediate danger to life or property. (Non-Emergency).

Examples:

• Barking dogs (no threat to public safety)
• Miscellaneous Crimes or any type of incident that occurred at an earlier time/date needing a police investigation and/or a report.
• Miscellaneous calls for service where police or fire assistance would be helpful.
• Informational requests related to police or fire activity

What if a 9-1-1 caller doesn't speak English?

When necessary, a SERESA dispatcher can add an interpreter to the call in a matter of seconds using Language Line. Language Line provides translation for more than 140 languages.

A non-English speaking caller may hear a short conversation in English and some clicking sounds as the interpreter is added to the line.

Who pays for 9-1-1?

The annual cost of operations for SERESA come from the following sources:

• 60% from member communities (St. Clair Shores, Roseville, and Eastpointe)
• 22% from Macomb County cellular surcharge
• 11% from contract service communities (Fraser)
• 7% support from the State of Michigan
• < 1% grants

Remember…

9-1-1 is only a telephone number. A quick response depends upon the vital information which you provide about what is happening, its location, and how well your residence and driveway is marked.

Do NOT call 9-1-1 for the following:

• for information for directory assistance
• when you're bored and just want to talk to report a crime that occurred yesterday
• for your pet as a prank

If you call 9-1-1 by mistake, do not hang up. Tell the dispatcher what happened so they know there isn't an emergency. If the dispatcher is unable to verify that no emergency exists, a police officer will be sent to the location.

For more information, please see SERESA's website www.seresa.org

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