The 9-1-1 concept was originally developed to provide citizens with one easy-to-remember number for summoning help in an emergency situation. The first 9-1-1 systems, now referred to as basic 9-1-1, directed all 9-1-1 calls received by a telephone company office to a single public safety answering point (PSAP) regardless of public safety jurisdiction. The personnel receiving the call was tasked with determining the proper jurisdictions, locating the corresponding telephone numbers, and then forwarding the calls to the responsible agency.

Advances in computer and telephone technology have combined to create an improved version of the basic 9-1-1 system. The enhanced 9-1-1 system actually accelerates the speed of processing a call by eliminating the need for personnel to determine jurisdiction and locate the corresponding telephone numbers. A feature known as selective routing (SR) automatically routes the 9-1-1 call to the pre-designated public safety answering point (PSAP) responsible for addressing all public safety responses to the address at which the dialing telephone is located.

Enhanced 9-1-1 provides citizens with an easy-to-remember number and more direct access to the proper emergency servicing agency. These factors and computer access to data regarding the caller’s location have done much to improve the communication of vital information.

Cellular Phones and 9-1-1

Currently when you dial 9-1-1 on your cellular phone, your call is routed through the Ohio State Highway Patrol or local sheriff’s office. You must provide your exact location to the dispatcher as cellular technology has not yet developed to the point that the name of the caller and the caller’s location is automatically displayed on the 9-1-1 screen. The dispatcher then transfers your call to the jurisdiction you are calling from.

9-1-1 for the Hearing and Speech Impaired

All Hilliard Division of Police Dispatch Technicians receive extensive on-going training with the TTY phone. They are trained to recognize calls from the hearing and speech impaired received via 9-1-1 and to transfer the call to the TTY phone for direct communication with the caller.

TTY callers who need assistance not considered to be an emergency are urged to call the police department direct on our TTY phone line. The non-emergency TTY phone number is 771-1300.

Tips for using 9-1-1

Dial 9-1-1 only for an emergency. Tying up a 9-1-1 line with a non-emergency call may cause someone with a true emergency a delay in getting needed services. An emergency is:

When an emergency occurs:

For police non-emergencies, dial 876-7321. Non-emergency incidents include:

Do not program 9-1-1 into your telephone’s speed dial. You won’t forget the number, and programming the number invites accidental dialing.

Do not dial 9-1-1 to “test” your phone or the 9-1-1 system. This needlessly burdens the dispatchers and system with non-emergency calls.

If you dialed 9-1-1 in error, DO NOT hang up the telephone. Instead, stay on the phone and explain to the dispatcher that you dialed by mistake and that you do not have an emergency. If you hang up, at least one police officer must be dispatched to the caller’s address. This will needlessly take resources away from genuine emergencies.

When the dispatcher answers, briefly describe the type of incident you are reporting. For example, “I’m reporting an auto fire, “ or “I’m reporting a shoplifter.” Then stay on the line with the dispatcher. Do not hang up until the dispatcher tells you. In some cases, the dispatcher will keep you on the line while the emergency units are responding to ask additional questions or to obtain ongoing information.

Let the dispatcher ask you questions. Dispatchers have been trained to ask questions that will prioritize the incident, locate it, and dispatch an appropriate response. Your answers should be brief and responsive. Remain calm and speak clearly. If you are not in a position to give full answers to the dispatcher (i.e, the suspect is nearby), stay on the phone and the dispatcher will ask you questions that can be answered “yes” or “no.”

Hilliard PD - 911 and Voice Over IP