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.

Related posts:

1. What happens when I call 9-1-1 from a land-line?
2. How Does 9-1-1 Work? – Introduction
3. What happens when I call 9-1-1 from a VOIP phone?

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!

Related posts:

1. Emergency Alerts in On-Demand World
2. Police: The Unwitting Victims of Racism
3. Shave a dispatcher! Save a girl!

One of the worst things about working the night shift is planning your sleep. On most days, I sleep in the morning, right after I get off work and get Ashlynn to school. Other days, I may have to stay up and sleep later in the day. On my transition days (days where I switch from being a normal night-sleeping person into a batty nocturnal person and vice versa), I usually have to fit a nap sometime during the day. When it works, it’s great!

But when it doesn’t work, it’s oh-so-bad. Being unable to sleep is harder on us night shift workers than it is for the rest of you folks. We do the same thing you do when you can’t sleep. We toss and turn. Watch something crappy on TV in hopes it lulls our brains to sleep. We eat crappy food which bothers our stomachs and keeps us awake longer. But we also have to deal with what I like to call night-shift insomnia guilt or I-have-something-better-to-be-doing-isis.

What is night-shift insomnia guilt or I-have-something-better-to-be-doing-isis?

See when you normal people can’t sleep and it’s 2:30 in the morning there’s nothing else you can do. Your goal at 2:30 am, the goal that you are spectacularly failing to achieve, is to be asleep. This is what is expected in normal people land. 2:30 am is not the time to clean your house, mow your lawn or run errands. While you may do some of these things anyway, you don’t feel guilty about not getting them done.

Now imagine it’s 2:30 pm and you can’t sleep. The sun is out, the grass is long, the kitchen is a mess and you’ve been laying there for 2 hours trying to sleep. 2:30 pm IS a great time to clean your house, mow your lawn and run errands in normal people land. It’s also a great time to work out, go for a hike, kick a puppy or hang out with a friend. While I don’t operate by all the rules of normal people land, I still like to feel like I belong so I end up feeling guilty. “Why am I laying here when I could be doing something better with my time?”, “I should’ve tried to nap some other time so I could be getting something productive done now.” These are the thoughts that run through my head while I try to hide from the sunlight.

This happens a lot to us night-shift-types. I wish I knew how to fix it, but I don’t know how. Oh, and I was kidding about kicking puppies. I was just curious if you were still paying attention.

Related posts:

1. Week in Review: March 24, 2009

“Two things are infinite: the universe and human stupidity; and I’m not sure about the universe.” – Albert Einstien

Before I tell you about this call I just dispatched, I want to warn you of a couple things….

1. This story is true. I wish I could make up stuff this good, but the world is far more crafty than I am.
2. Do NOT attempt to figure out the logic of this call. Just sit back and enjoy the ridiculous-ness of it. Attempting to put logic into the situation will only make your brain hurt in odd ways. It kinda feels like brain freeze without the comfort of the cold, stabby pain. I cannot stress this enough.

Just after 5:30 a.m. on Sunday morning a woman calls the police to talk about a burglary that occurred at the house next to her. After approximately 10 minutes of following a circular cycle of paranoia, stupidity and I-watch-too-much-crime-drama-ness, here is what we came up with:

• About 2 weeks ago, the vacant house next to her was burglarized. (This turns out to be true, a report was already taken by the realtor who is trying to sell the house.)
• Since then, she has found 2 dead birds and a dead squirrel in her yard.

This leads our caller to conclude one thing: The realtor burglarized the vacant house and is killing small animals and tossing them in the caller’s yard because they burglarized the house that they’re trying to sell.

No related posts.

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

Related posts:

1. What happens when I call 9-1-1 from a land-line?
2. How Does 9-1-1 Work? – Introduction
3. 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

Related posts:

1. How Does 9-1-1 Work? – Introduction
2. What happens when I call 9-1-1 from a VOIP phone?
3. 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

Related posts:

1. What happens when I call 9-1-1 from a VOIP phone?
2. How Does 9-1-1 Work? – Introduction
3. What happens when I call 9-1-1 from a cell phone?

Since I have a month off between semesters at school, I’ve volunteered to help my co-workers understand the information we receive on our maps when a 9-1-1 call is made. But then I thought, why not help everyone understand what happens when you call 9-1-1?

What is 9-1-1 and how did it start?

I don’t really feel like I’m giving good educational value unless I throw some in some history. In 1957, the National Association of Fire Chiefs recommended use of a single number for reporting fires. Then in …..zzzzzzzzzzzzzzzzz… If you want to know the history of 9-1-1, go here¹. I’m not going bore you with a history lesson if you don’t want it.

What are the different ways dispatchers received 9-1-1 calls?

The information automatically received by the dispatcher depends on what kind of phone is used to call in…

• Land Line: This is a phone that’s plugged into a wall that’s plugged into the phone system.
• Phase 1 Cell Phone: A cell phone that provides the dispatcher with the telephone number and carrier of the originator of a wireless 911 call and the location of the cell site or base station transmitting the call².
• Phase 2 Cell Phone: A cell phone that provides all the information that a Phase 1 cell phone provides plus a more precise location specifically, the latitude and longitude of the caller. This information is accurate to within 50 to 300 meters².
• VOIP: Stands for Voice-Over-Internet-Protocol. This is a fancy way of saying “Using your computer as a phone and the internet as the phone system.”

If you’re still a little confused, don’t worry. We’re going to go over this stuff in much more detail in later posts.

Glossary

I’m including a glossary in the introduction post because becoming familiar with the terms now will help you read the following posts. I am going to try really hard to make this as non-technical as possible, but I’m willing to face the idea that I may fail spectacularly at that.

• MSAG - Master Street Address Guide: Are you a conspiracy theorist who believes there’s a company based in Longmont, Colorado that has a giant database that links almost every land line telephone number to a subscriber, an address and a detailed description of the location of that address? If so, congratulations! You’re right! The MSAG database is how dispatchers know where you’re calling from when you call from a land line.
• PSAP – Public Safety Answering Point: This is the catch-all term for the place where 911 dispatchers receive your call. A PSAP can either belong to a city, county or state-wide entity. There are also regional PSAPs that dispatch for multiple agencies. The important thing to remember is that these are where your 911 call goes.
• Trilateration – Finding the distance between 3 different points to figure out your own location. GPS devices use satellites as their points. Network based phones use cell phone towers as their points. For a visual example, check out this site³.

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

Resources

1. http://www.nena.org/911-overview-facts
2. http://www.fcc.gov/cgb/consumerfacts/wireless911srvc.html
3. http://electronics.howstuffworks.com/gadgets/travel/gps1.htm

Related posts:

1. What happens when I call 9-1-1 from a land-line?
2. What happens when I call 9-1-1 from a cell phone?
3. What happens when I call 9-1-1 from a VOIP phone?

My sister sent me these funny 911 dispatch images in an email. Enjoy!

Related posts:

1. Realtor Burglarizes Home For Sale, Leaves Dead Birds

…If they don’t know where you are!

In the 4 hours I’ve been at work tonight I have given 3 geography lessons on 911 to people who were calling from THEIR OWN HOMES!

Here was the jist of one of the calls..

CALLER: The people in the apartment above me have their TV or stereo turned up too loud. (I’ve learned that people usually ignore whatever I say when I answer the phone.)

ME: Ok. What is your address?

CALLER: I live in 204. They’re right above me so I think it’s 304.

ME: Ok. What is the address that you are at? (If you have to ask someone the same question twice, it’s better to use different words so they don’t ignore you.)

CALLER: Grand avenue. Apartment 204.

ME: Ok…… You’re on Grand. What is the ADDRESS there? (There are at least 6 apartment buildings on Grand in our small city.)

CALLER: Well, they’re above me, so I’m pretty sure it’s on the 3rd floor and it’s really annoying and-

ME: What. Is. Your. ADDRESS? If I sent you a letter, what is the ADDRESS would I write on the envelope?!

CALLER: Oh…I just moved here…. Lemme see… Oh, it’s (blah blah address).

This Public Service Announcement has been brought to you in part by people who ANNOY THE HELL OUT OF ME! Thank you.

Related posts:

1. Police: The Unwitting Victims of Racism