Calling 9-1-1

So, working at the Dispatch Center, I get a lot of questions on how we get phone calls, and how we receive 9-1-1 calls, etc. Well, maybe I can help clear this up.

When someone calls 9-1-1, the call is directed to a Public Safety Answering Point (PSAP). There are eight PSAPs in the State of Vermont. They are:

• Derby VSP
• Hartford PD
• Lamoille County SO
• Rockingham VSP
• Rutland VSP
• St Albans PD
• Shelburne PD
• Williston VSP

Below is a map that references the different PSAPs. For a better view, click here.

Depending on where you are calling from, you are initially routed to one of those eight locations. However, if the PSAP that serves your area is tied up (i.e. not available or on a 9-1-1 call), then it is routed to another PSAP. This is all done over a Voice Over IP (VoIP) network.

When you are connected to a 9-1-1 operator, they gather your information, and determine who is needed to respond (i.e. police, fire department, ambulance, etc). Once they have gathered the important information, they then route the call to the appropriate resource's dispatch. This acts as a 3-way call, where the 9-1-1 operator gives the information to the dispatcher while the initial caller is still on the line, so that the dispatcher can ask follow-up questions. Then, the dispatcher disconnects and dispatches the resource. Depending on the situation, the 9-1-1 operator may stay on the line with you.

This whole process can take from 3-5 minutes. So, let's run through an example:

• 1602 hours: Initial call from St Johnsbury is placed to 9-1-1 for a medical emergency. It is routed to Derby PSAP. The 9-1-1 operator picks up the line and starts gathering information.

• 1604 hours: The 9-1-1 operator calls St Johnsbury Emergency Dispatch and places the request for an ambulance. The information is relayed to the dispatcher, who them asks a few follow-up questions. The dispatcher then hangs up.

• 1606 hours: The ambulance is toned to the call.

• 1607 hours: The ambulance signs on as responding.

So, as you can see, this process lasted five minutes, from the time of call to the ambulance en-route.

There is a wealth of information on the Vermont E-911 website: http://e911.vermont.gov/

Now, some people may point out that it is easier to just call the dispatcher directly, and shave off a few minutes. I would like to point out that most often, the dispatcher is NOT an Emergency Medical Dispatcher (EMD). Also, there are times that you believe you are calling the right center, but in fact, a different dispatch center sends the ambulance to your location. Also, the 9-1-1 system has the ability to see on a map, where you are, so if you don't know what your address is, the dispatcher will have no idea where to send assistance. Sometimes, yes, it may seem easier to call the dispatch center directly, but there will be instances where it is VERY advantageous to call 9-1-1.

So, remember, in an EMERGENCY, call 9-1-1!