Kulick: Here's when to dial 911, how to help dispatchers help you
As a first responder, I along with others from my EMS (Emergency Medical Services) organization, Bushkill Emergency Corps, often do presentations to preschoolers as well as a wide range of folks about EMS and how to call for an ambulance, when to call for an ambulance and using the 911 system.
When I first began my journey working on an ambulance in Monroe and Pike counties, residents, businesses and visitors had to dial a seven-digit number to call for an ambulance, fire or police response. There were few ambulances available and the one that would come was usually from the hospital and staffed by the cleaning staff. To have someone who was trained even in Basic First Aid was considered a real win.
In 1966, the National Academy of Sciences published an article, “Accidental Death and Disability: The Neglected Disease of Modern Society.” It was a landmark report that addressed how accidental death and injury, most of which were motor vehicle related, had become an epidemic in the United States. The report had a variety of recommendations to address the issue, one of which was having one single, nationwide number to call for an ambulance.
The first 911 call was made in February 1968 by a senator in Haleyville, Alabama. Six days later, the second call was made in Nome, Alaska. The rest is history; today the system has expanded nationwide and is always improving with new technology. Dispatchers are often the first to hear your emergency, and send help to you when you or others are in crisis.
Knowing WHEN to call 911 is as important as knowing the number. First, it is for emergencies only. Times when someone is hurt, in danger or if you are in immediate need of police, fire, or medical assistance. If you are uncertain, call and let the expert who answers your call make the decision to send help if it’s needed.
WHEN NOT to call 911 is just as important. The reasons people have called the number range from “I can’t find an address” to “My dinner burned and I need someone to get the smell out of my house.” All, definitely NOT an emergency! Though these may be emergencies to you, they aren’t public safety appropriate uses of 911. These calls can tie up lines for real emergencies and no one wants to be put on hold during a crisis. Be advised that making prank calls or harassing the 911 center generally results in law enforcement showing up at your door.
Four other important items to consider and know about calling 911: First, know the capabilities of your calling device. Virtually every device can contact 911. Whether it is a traditional landline, cell or VoIP, the call will tend to go through. The catch is, however, the callback and location information that results with your call can vary drastically due to the different technologies. Until all the technology catches up with what a dispatcher needs to know, you should be aware of the benefits and limitations that your specific device has.
Secondly, and this one is oh-so-important, know where you are. Telling the dispatcher that there is a white rock just past the old Smith place is not helpful at all. This is the reason that every location is urged to have a reflective sign with an address number. Be aware of the location you are at and take note of landmarks if you are not familiar with the area. These can be vital in pinpointing your location in an emergency. One helpful thing for your home is to have the directions to your house posted where someone can just read them to a dispatcher. You may not be the person calling 911 in an emergency.
Third, and this is easier said than done, stay calm. Remember that you are painting the picture, providing the “on the scene report” of what happened or is happening. This is so important in sending the right response or even the number of responders necessary. Screaming or crying into the phone only makes it more difficult for a dispatcher to understand and start the right response to you. Remember that the questions that are being asked are not delaying the response, only making the response better for your emergency. As they say, “Pull yourself together and answer all the questions.”
Finally, never just hang up or hang up before the dispatcher says you should. If you dialed by mistake or the issue resolved itself, don’t just hang up. Let the dispatcher know what happened. The alternative thought on the dispatcher’s end is that there is something horribly wrong. They will either call you back or send help anyway.
Dispatchers today give instructions to callers on how to do immediate medical things, from doing CPR (Cardio Pulmonary Resuscitation) to helping with the delivery of a baby. Bottom line, remaining on the line does not hinder the response, it only helps to make that response more accurate to your needs. It also allows you to update the dispatcher on what is happening or provide additional information.
There is a lot to remember, but pre-planning and reviewing with your household or community what to do is important. And, hats off to all 911 dispatchers, they are the first link in the chain known as public safety!
This article originally appeared on Pocono Record: Kulick: Here's when, when not to dial 911, how to be prepared
