More Curious Than Worried

Lady, You Lie Worse Than My 6 Year Old

It’s been a while since I posted a fun 9-1-1 call. Tonight I got one though that made me laugh.

A guy calls 9-1-1 from his cell phone because his girlfriend hit him and was pulling on his already broken arm. I get his address. I get the girls name, her description and generally what happened. During the call, they start to argue and shout and the phone disconnects.

About 15 seconds later, I get another 9-1-1 call from the same cell phone. This time it’s the girlfriend. The conversation goes something like this…

Me: 9-1-1. This is Scott.
Girl: This is (girlfriend) at (address). The call you just got about the domestic is a prank call.
Me: Ok. What is your boyfriend’s name?
Girl: I don’t have a boyfriend.
Me: Ok then, who is the guy with the broken arm who just called me?
Girl: I don’t know anyone…uh…I don’t know what you’re talking about.
Me: Well then, who’s phone are you using?
Girl: …… *click*

I call the number back and talk to the guy. After hanging up the phone she booked it out the door. Stupid lady.

10 Reasons Being a Dispatcher Rocks

1. I get to help people.
2. Sometimes, when police officers come into dispatch to get paperwork I throw stuff at them….just cuz I can.
3. I get to serve and protect those that serve and protect.
4. When my job is entertaining, it’s REALLY entertaining.
5. When my job is boring, I seek comfort in the fact that it’s boring because people aren’t requesting help.
6. My co-workers all have a twisted sense of humor whether they want to or not.
7. I get to help catch bad guys.
8. I get to be the disembodied voice of a police department.
9. I get to hear stories about sloppy drunks, strange injuries and grotesque deaths but I don’t have to see or smell these things.
10. The public knows that help is just a 9-1-1 call away. Police officers and firefighters know that help is just a radio transmission away. They know this because dispatchers and operators across the county have earned this reputation. I get to live up to this expectation everyday I go to work.

April 11-17, 2010 is National Public Safety Telecommunicators Week. If you’re a 9-1-1 operator, a police dispatcher, a fire dispatcher, etc., then thank you for what you do every day!

What happens when I call 9-1-1 from a VOIP phone?

VOIP phones are strange creatures to the phone system. Most people use VOIP phones as land-lines. The phone is plugged into a home computer or home network which is connected to the internet. For most VOIP users, there is no difference between their cool new internet-connected phone and their old land-line phone. For the 9-1-1 system, the difference is huge!

Land-lines are connected to a strictly controlled MSAG database. It’s 99% accurate and we almost definitely know where a land-line call is coming from. VOIP phones do not use the MSAG database. Emergency address information for VOIP phones are usually entered and updated by the subscriber. For example:

A guy in San Diego, California gets a VOIP phone. In order for 9-1-1 to work on his cool, new phone, he needs to give his address to the VOIP company or enter it into the VOIP program. One day, guy moves to Dallas, Texas. During all the hustle of moving, guy doesn’t update his emergency information for his VOIP phone. One day he has to call 9-1-1. Since he didn’t change his information his 9-1-1 call in Dallas gets routed to San Diego!

When The Dispatcher Answers the Phone…

This is the information we receive:

• Phone number that is placing the call
• Class of phone (VOIP)
• Subscriber name
• Address (This is the address given by the subscriber.)
• VOIP Company

This is what we see on our map:

If you’ve been following my posts in the last week, this image should look familiar. It looks exactly like a land-line call!

Conclusion

As with all emergency calls, the dispatcher is going to ask you to verify your location. Land-line calls have a small probability of sending the wrong information. Cell phones can have some problems sending the right information for a caller. However, VOIP is the one technology that can cause the biggest location mistakes. People who use VOIP in place of land-lines need to make sure their emergency information is accurate before they need to call 9-1-1.

Resources

• http://people.howstuffworks.com/9-1-14.htm

What happens when I call 9-1-1 from a cell phone?

You’ve found yourself in an emergency. You’re in a situation where you’re injured, someone else is injured, there is a good chance of someone getting injured or someone is trying to injure or kill someone else. So what do you do? You pull out your cell phone, you flip it open, slide it open or touch the screen and you call 9-1-1.

When The Dispatcher Answers The Phone…

Now depending on your cell phone carrier, the the area you’re calling from and other conditions, you’re 9-1-1 call will come across to the dispatcher as either phase 1 or phase 2.

• Phase 1 – The dispatcher receives the cell-phone number of the 9-1-1 caller and the location of the cell-tower antenna the phone is using. The call is routed to the PSAP nearest to that tower. Here is an example of what the dispatcher sees on our map:

This map shows that the caller was somewhere south-west of the cell tower at 3455 S. Corona. This information may be helpful if you make a call in a rural area, but in an area like the densely populated area like the one pictured, it’s not much help at all. The dispatcher is still going to depend on you to tell them where you are. The only other information the dispatcher receives is the name of your cell phone carrier.

• Phase 2 – The dispatcher receives the cell-phone number and the location of caller to an accuracy of 50 to 300 meters depending the type of location system being used by the wireless provider. The call is routed to the PSAP nearest to that location or nearest to the cell antenna in use. Here are 2 examples of what the dispatcher may see on a phase 2 call:

The first map shows a call from a phase 2 phone with a 182 meter confidence radius. While the caller was probably on Vassar between Lafayette and Humboldt, the caller could be anywhere within that red circle. This was probably caused because the caller was moving in a vehicle, but the dispatcher can not assume your location. The dispatcher is still going to depend on you to tell them where you are.

The second map shows a call from a phase 2 phone with a 9 meter confidence radius. This caller was almost definitely in the exact location shown on the map. Technology isn’t perfect though. The caller could’ve been in the building north of the phone icon, but the map was just a bit off. Once again, the dispatcher is going to depend on you to tell them where you are.

Just like with phase 1 calls, the only other info dispatchers receive is the carrier of the cell phone.

How Does The Call Get To The PSAP?

A phase 2 cell phone will attempt to figure out where it is when the 911 call is made. If the cell phone uses GPS, it’s considered handset-based and uses satellites to find out where it is. If the phone uses cell phone towers, it’s considered network-based. Both techniques uses a process called trilateration to come up with a location. If the process doesn’t work, the call will come in as phase 1.

Conclusion

As cool as technology gets, we will never fully depend on it to help people. An icon on a computer can help find a caller and we will depend on that information if we absolutely have to depend on it. There are also times when a caller doesn’t have a good idea on their location. A good mix of technology and people can help dispatchers get help to you as fast as possible.

Up Next: What happens when I call 9-1-1 from a VOIP phone?

Resources

• http://people.howstuffworks.com/9-1-13.htm

What happens when I call 9-1-1 from a land-line?

Let’s say you’re in a situation where you’re injured, someone else is injured, there is a good chance of someone getting injured or someone is trying to injure or kill someone else. You’ve successfully found yourself in an emergency! So what do you do? You call 9-1-1.

If the phone you use to call 9-1-1 is plugged into a wall with a phone cord, you’re using a land-line. I’ll explain it a little more for those under 25 years old: If the phone your using doesn’t text, surf the internet, play music or play games, you’re probably using a land-line.

93% of the counties in the country operate E9-1-1 or Enhanced 9-1-1 service. So when you call 9-1-1 from a land-line phone, here’s what’s most likely going to  happen:

Your call goes to a special 9-1-1 switch which then gets subscriber and location information for your phone number from the MSAG (Master Street Address Guide). Then your call, along with the data from the MSAG go to the PSAP (Public Safety Answering Point) that your address lists to.

When The Dispatcher Answers the Phone…

This is the information we receive:

• Phone number that is placing the call
• Class of phone (Residential, Business, Switchboard, Payphone, etc.)
• Subscriber name
• Address
• Telephone Company

This is great! Before anyone says a word we know, with 99% accuracy, your phone number, your address, and the name of the household or business you’re calling from. We’re still going to ask you for your location, your name and your phone number though because 99% accuracy is not 100% accuracy.

This is what we see on our map:

That red phone shows us what address you’re calling from. Some of the information I mentioned above is shown in this program. The rest of the information goes to another program.

Conclusion

If you call 9-1-1 from a land-line telephone we will more than likely know where you’re calling from. We’re still going to ask you where you are because as someone who works at a desk with 5 computers attached to it, we have a healthy mistrust of technology.

Up Next: What happens when I call 9-1-1 from a cell phone?

Resources

• http://people.howstuffworks.com/9-1-12.htm