In 2011, many people have cell phones that have essentially replaced a traditional ‘analog’ wire line phones because of cost and convenience. There are many benefits for the users but creates many more problems for 911 Dispatchers. It is VERY important to know exactly where you are when you dial 911 because the wireless system, because of cell tower locations and amount of calls currently being handled by that particular tower doesn’t always route to the proper 911 PSAP (Primary Service Answering Point). The FCC requirements for Wireless providers are evolving, but cannot always keep up with technology.
Things to remember when placing a 911 call from your cell phone:
- Be prepared to give the 911 dispatcher your EXACT location including the Town or City you’re calling from, street address or other location. Remember, a dispatcher can be inundated by 911 calls about an incident, especially on a highway or busy roadway, be sure you know what direction the accident, reckless driver is on the highway.
- GPS LOCATIONS: New digital technology uses triangulation technology between “some” cell towers where it uses multiple cell towers to determine the cell phones approximate location within approx. 164ft to approx. 984 feet. This is still a wide area when you are in an area that is not easily seen. Such as a neighborhood, apartment complex or wooded areas.
- DEACTIVATED CELL PHONES: The FCC requires that all cell phones, active or no service still connect a caller to 911. This means that a dispatcher can call a wireless provider ( with an active cell number) and get a billing address and name of the cell phone owner (for emergency purposes only) to find out a ‘possible location’ of someone in distress. For those people that call 911 from a DEACTIVATED cell phone we have no number to call back if it’s disconnected and it’s very difficult and time consuming for the wireless carrier to research the information. By then it could be too late!
- CHILDREN: Continuing the last point, PARENTS / CAREGIVERS, don’t give any children your cell phone or an old cell phone to play with. I cannot tell you how many false 911 calls are handled when a child is playing with a cell phone. Even with the battery out of a cell phone the parts can be a choking hazard.
- ACCIDENTAL 911 CALLS: It takes more time to call a 911 hang-up back (which is required for every dispatch center) then to have an accidental caller remain on the line and just give some basic information to a dispatcher. This helps the 911 Dispatcher and the next 911 caller that might actually need assistance.
- BLACKBERRY USERS: ‘Some’ Blackberry cell phones have a unique and in my opinion a silly emergency call feature on the home screen that, when put in a pocket, purse or sometimes just setting face down on a counter, calls 911 and the owner doesn’t even know it’s happened. Please, just make sure your cell phone keypad is locked before putting away this might alleviate just ½ of the false calls we receive from cell phones.
Cell phones are a great tool but everyone needs to know the limitations. The State of Connecticut is well into the process of soliciting bids for the next generation 911 system. This next generation 911 system may have the ability to receive text messages, photos video ect. That will be great for the public, police, fire and dispatch personnel.
