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Knowing the difference between "emergency" and "non-emergency" is important in saving lives. According to the Charlotte County 9-1-1, Lifeline for Emergencies, emergencies are situations that pose an immediate risk to health, life, property or environment.  Some examples they cite are, most medical related situations, burglaries or thefts in progress, immediate danger to personal safety, structure, brush and vehicle fires and vehicle accidents. There are more.  Requests for directions, correct time and non-emergency phone numbers are not emergencies and 9-1-1 should not be used.

Keeping 9-1-1 clear for real emergencies is important.  According to the National Emergency Number Association (NENA), an estimated 240 million calls are made each year to 9-1-1 in the U.S.  According to the FCC (Federal Communications Commission), one third of these 9-1-1 calls are wireless calls. 

9-1-1 Technology:

The 9-1-1 emergency phone system technology has been evolving as technology becomes wireless and more sophisticated. Below are some of the current phases:

Basic 9-1-1:

Basic 9-1-1 means that when the three-digit number is dialed, a call taker/dispatcher in the local public safety answering point (PSAP), or 9-1-1 call center, answers the call. The emergency and its location are communicated by voice (or TTY) between the caller and the call taker.

Enhanced 9-1-1:

In areas serviced by enhanced 9-1-1, the call is selectively routed to the proper PSAP for the caller’s location, and the PSAP has equipment and database information that display the caller's phone number and address to the call taker. 93% of counties with 9-1-1 coverage have enhanced 9-1-1 for callers. The term "enhanced 9-1-1” is not synonymous with wireless 9-1-1.

Wireless Phase I:

When Phase I has been implemented, the call taker automatically receives the wireless phone number. This is important in the event the wireless phone call is dropped, and may allow PSAP employees to work with the wireless company to identify the wireless subscriber. Phase I also delivers the location of the cell tower handling the call. The call is routed to a PSAP based on cell site/sector information.

Wireless Phase II:

Phase II allows call takers to receive both the caller's wireless phone number and their location information. The call is routed to a PSAP either based on cell site/sector information or on caller location information.

9-1-1 Calls through VoIP:

Business and residential use of Voice over Internet Protocol (VoIP) telecommunications services is growing at a rapid pace. Methods to bring 9-1-1 calls into 9-1-1 systems have recently become available, and NENA is leading work to develop full E9-1-1 capability for VoIP-based services.

Next Generation Trends:

Estimates are that nearly 29.7% of all U.S. households currently rely on wireless as their primary service as of June 2011 (having given up wire-line service or chosen not to use it). (Source: NENA)

What to expect when dialing 9-1-1:

9-1-1 operators are trained in call-taking techniques. They will handle the call in a professional manner.  Should an operator be "in training", they will have a communications training officer or supervisor nearby.

The 9-1-1 operator will conduct an interview.  The questions will be asked so the operator can determine which emergency service, or services, are needed.  In addition to location, the operator will continue to ask questions which he/she will relay to the responding unit(s).  The operator will also give the caller pre-arrival instructions to prevent the decline of the patient's medical situation prior to the EMS unit arrival.

Providing information to 9-1-1 operator:

The 9-1-1 operator will need to know:

• The location - including details of unit or building numbers.
• Cross street - the intersecting street nearest the emergency situation.
• Caller's phone number.
• Caller's name.

9-1-1 Do's:     

• Remain calm.
• Listen to what the operator is asking.
• Speak clearly.
• Provide requested information.
• Let the operator know if your safety is at risk at any time during the call.

9-1-1 Don'ts:  

• Don't expect the 9-1-1 operator to know your location without providing it.
• Don't hang up the call until the operator requests it.

Accidental 9-1-1 Calls:

The Charlotte County Lifeline for Emergencies further requests that should a caller accidentally dial 9-1-1 that they do not hang up.  Remain on the line so the operator may ask questions to determine whether there is an emergency and he/she needs to call for assistance.

Can Children Call 9-1-1?                                    

Frequently the media covers stories of children saving lives by dialing 9-1-1.  It is not too early to teach young children to use this life-saving tool.  9-1-1 For Kids has excellent resources to use in teaching children about how, and when, to dial 9-1-1.  They even have a Rap song children can learn to make it easier for them to remember the importance of 9-1-1. 

"I urge parents to take advantage of this resource for children.  We never know when an accident or health emergency may occur.  Our children's knowing how to use 9-1-1 may save lives," says Charlotte County Accident Attorney, Randall Spivey of Spivey Law Firm, Personal Injury Attorneys, P.A.

Charlotte County Accident Attorney, Randall L. Spivey is a Board Certified Trial Attorney – the highest recognition for competence bestowed by the Florida Bar and a distinction earned by just one (1%) percent of Florida attorneys.  He has handled over 2,000 personal injury and wrongful death cases throughout Florida.  For a free and confidential consultation to discuss your legal rights, contact the Spivey Law Firm, Personal Injury Attorneys, P.A., in Lee County at 239.337.7483 or toll free at 1.888.477.4839,or by email to Randall@SpiveyLaw.com.  Visit SpiveyLaw.com for more information.  You can contact Spivey Law Firm, Personal Injury Attorneys, P.A.in Charlotte County at 941.764.7748 and in Collier County 239.793.7748.