When a person calls 911, the call is routed to the appropriate law enforcement agency, known as the Primary PSAP (Public Safety Answering Point) based on the caller’s location. If the call is Fire/EMS related, the Primary PSAP transfers the call to Verdugo, known as the secondary PSAP. The call-taker will ask pertinent questions related to the emergency including:

• Address – including city and cross-street
• Nature of the emergency and specific questions related

The call-taker will attempt to gather as much information within 1 minute, to then enter the call, so appropriate resources can be started while the call-taker continues to gather more information and provide appropriate pre-arrival instructions.

When to call 9-1-1

Knowing when to call 9-1-1 for emergency services can possibly save someone’s life. Knowing when NOT to call could also save someone’s life, by not taking precious emergency resources that may be needed for someone with a serious injury or life-threatening medical need.

WHEN SHOULD SOMEONE CALL 9-1-1 ?

• If you see smoke or fire.
• When someone’s life is threatened or in danger.
• When someone faints or collapses.
• When someone has persistent chest pains
• When someone has difficulty breathing.
• When someone has slurred speech or any paralysis.
• When someone’s face is drooping, or when they seem altered, incoherent or confused.
• When there is a traffic collision with an injury.
• Where there are wires down on the ground or street.

When you’re unsure if you should call 9-1-1, ask yourself this:

• Does the victim’s condition seem to be life-threatening?
• Could moving the person on your own cause further injury?
• Do they need the medical skills or equipment of a paramedic or an emergency medical technician?
• Would the distance or traffic conditions cause significant delay in getting the victim to the emergency room?
• Could their condition worsen and become life-threatening on the way to the emergency room?

When deciding whether to call 9-1-1, or to drive to the emergency room, remember that the Hospital Emergency Room always treats patients by highest priority first, whether arriving by ambulance or not.

WHEN SHOULD SOMEONE NOT CALL 9-1-1?

• When needing transportation to the doctor’s office or to make an appointment with a doctor.
• When needing a medical prescription filled or for lost medication.
  • Call your doctor for this situation.
• When seeking treatment for a minor cut or abrasion.
  • Call your doctor or go to Urgent Care if needed.
• When someone has cold or flu symptoms.
  • Call your doctor for this situation.
• For medical advice.
  • Call your health care provider, 9-1-1 will not give any medical advice over the phone.
• When your keys or device fall into the gutter.
  • Call the city’s streets department to assist with retrieval.
• When there’s a cat or animal in a tree.
  • Place food at the bottom of the tree or call animal control.
• When there’s a power outage.
  • Call your power company.
• To pay a bill.

What do I need to know when I call 9-1-1 for a Fire or Medical Emergency?:

• Try to stay calm. Most of all, try not to yell or scream.
• When calling 9-1-1 there are several things that 9-1-1 Call Takers and Dispatchers will need to know:
  • We need to know the street numbers and street name.  If there aren’t any street numbers, then the names of the streets that cross each other.
  • If the address is an apartment or condominium or multi-story building, we will need to know what number or letter or floor is assigned to the location of the problem.
  • The names of the nearest cross streets.
  • The phone number that is being used to call from or the phone number where 9-1-1 can call back if there’s a need for more information.
• We need to know if the situation is for the Fire Department or Paramedics.
• If the situation is for the Fire Department, we might ask:
  • What is on fire? Can you describe what you see? Smoke, flames? Is anyone trapped? Etc.

 - If the situation is for the Paramedics, we might ask:

• Is the patient/victim male or female?
• What is their age? If not sure, how old do they appear?
• Are they conscious?
• Are they having difficulty breathing?
• Are they having any pain? If so, where is the pain?

Example: If someone fell. How or why did they fall? Did they pass out when they fell? Are they bleeding, and if yes, what part of their body is bleeding?

Always, stay on the phone until the dispatcher says you can hang up.  We may have you stay on the line to get further information, or more importantly, to give you instructions on how to help the person until help arrives.

Future of 9-1-1

Artificial Intelligence

As AI continues to become more prominent in everyday life, PSAPs are evaluating how this technology can improve 911 centers. Some uses today include:

• Reviewing and analyzing 911 calls for Quality Improvement purposes.
• Real-time analysis of phone calls to assist with call triage and providing recommendations to the call-taker.
• Answering and analyzing non-emergency calls.

Next Generation 9-1-1

The current 9-1-1 system technology in the State of California has become outdated, with the State currently in the process of transitioning the 9-1-1 system from analog phone lines to IP-cloud technology. Due to the shear size of California, there are 441 PSAPs throughout the state that need to be upgraded to the new technology, thus adding to the complexity of the new infrastructure and the amount of time needed.