HVFD Public Bulletin

Major problem calling 911 on CELL PHONES

It's something parents begin teaching children as soon as their little tots can dial a phone.   If there's an emergency, call 911.    But if you dial 911 on your cell phone, will you get the help you need from dispatchers in your own county?   Maybe, maybe not.    When a person calls 911 from a land line phone, the call goes directly to the dispatch center in their county.    The caller's phone number and address shows up,   as well as directions to the address and other information police and emergency medical personnel might need.    The 911 calls from cell phones don't always go to the correct county.   It goes to the nearest tower.   When a person calls 911 from a cell phone, dispatchers have no information on the caller,  not even the caller's cell phone number.   In Mohave County, we have many cell phone companies that share towers within communities, rural areas, and along major highways.   Technology has allowed us to take a device small enough to conceal in our hand, talk almost anywhere in the world, send/receive pictures and movies, and surf the internet.

Technology has not yet achieved the guarantee that if you call 911 in an emergency you will get timely service.   It is very possible that your request for help will NOT be transferred to the appropriate police, fire department/emergency medical services nearest you.  In fact, your call may be taken in another state altogether.  It has happened frequently to the customers of our fire district.   There has been delays in emergency response because of the cell phone issue.  It is not because the emergency responders from the fire department failed to get to the scene on time, it is the delay in notifying the responders.

Until technology does catches up with this problem, the possibility is very high that a 911 call from your cell phone may be taken from a dispatcher who is not trained in dealing with police/fire/medical emergencies.  Even more concerning is that the dispatch may not be familiar with the location or resources to send to you.

Now what should you do ?

If you are involved in an emergency and need to call 911, attempt to call from a regular phone i.e. pay phone, residential phone, office/business (landline) type phone.   Typically these phones are "wired" in better to the appropriate emergency dispatch center.  If you are forced to use your cell phone, STAY ON THE LINE !  DO NOT HANG UP !   The more information you can provide to the dispatcher, the more likely appropriate services can be sent to help you.   With today’s technology, more people are using cell phones and other wireless devices to make 9-1-1 calls.   However, with technologies constantly changing, there are still limits to the information we can receive when a caller calls from a cell phone.

Frequently asked questions regarding 911 and Cell Phones:
How does the 9-1-1 dispatcher know my location?
Wireless location does not provide an elevation, or height factor, which can be critical when calling from a multi-story building. When you call 9-1-1 from your cell phone, always assume the dispatcher does not know your address, and be prepared to give your address and location information.

I have the GPS option activated on my phone. Does that help the dispatcher?
Some wireless carriers have a GPS in the handset that provides location data, but older phones may not have this feature available.  Check with your service provider to find out if this technology is available for your telephone, and for information on how to activate the GPS chip.

What if I don’t know where I am? What type of location information do I provide?
Look for landmarks, large buildings, street signs, paperwork or mail nearby that might contain address information. Try to remember the main street or highway you were on or near when the emergency occurred. If there are people around, ask them for location information, or where you are.

Does the dispatcher know my phone number when I call from a cell phone?
Maybe or maybe not, depending on your cell phone provider and the technology they have available. Check with your cell phone provider and always assume the dispatcher does not know your phone number and be prepared to provide them with that information.

Why was I transferred back and forth between 9-1-1 centers?
Cell phone calls come in through the cell phone tower closest to the caller.  For example, a caller may be calling from Raleigh, but the closest cell phone tower may be in Cary. In this situation, the call would go to the Cary 9-1-1 center, and the dispatcher would then transfer you to the Kingman 9-1-1 Center.   In other instances, if you are calling to report an emergency that is in an area the 9-1-1 center does not provide service to, like Valle Vista, Valentine, Hackberry, Truxton, Chloride, or Dolan Springs, a dispatcher will attempt to transfer your call to the appropriate agency in order to serve you better.  Sometimes it doesn't work efficiently.

If I get disconnected while talking to 9-1-1, what should I do?
Always try to call back. Never disconnect until told to do so by the dispatcher.  Calling back in these cases assures that all required information has been received.

Can I keep driving while talking to 9-1-1 on a cell phone?
If you are able to, it is always best to try to pull over while talking to the dispatcher. This will make it easier (and safer) to listen to and understand the directions provided by the dispatcher.  Also, once your location is determined, help will be sent to that address. Moving elsewhere will only delay the response.

Should I program 9-1-1 or turn on my auto 9-1-1 feature on my cell phone?
No, accidental 9-1-1 calls create significant problems for 9-1-1 centers nationwide. Do not program 9-1-1 into a speed dial button on your phone.  If you do not have a flip phone, be sure to lock your keypad to avoid accidental phone calls. Telecommunicators who are answering these accidental calls are not available to help those callers with emergencies, and this could delay an emergency response.

If you have any questions please E-Mail us at  hvfdweb@yahoo.com