The 911 system is a system that individuals can activate for assistance when in need.  Not all locations have a 911 or Enhance 911 (E911) system.  In some localities emergency services must still be activated using seven (7) digit phone numbers.  Enhanced 911 is the system where when 011 is activated, the PSAP, or Public Safety Answering Point, receives information on the location and the number the caller is calling from.      The first step in the 911 system is activation.  The activation takes place when 911 is dialed by the individual in need of assistance.      Upon activation the call for help is routed to the PSAP (Public Safety Answering Point), also commonly known as an Emergency Operations Center, or EOC, for that area.  The call taker, or dispatcher, then answers with a statement such as “911, what are you reporting?”       In an Enhanced 911 System, as discussed in the previous paragraph, the moment the 911 line is answered by the dispatcher the address, phone number, and the name of the residence is displayed on two (2) different screens.  One of these screens is the ALI, or Automatic Location Identifier, screen.  The ALI screen displays everything from the phone number and the address of the caller, to the phone company the residence uses.  This comes particularly useful in 911 Hangup situations, which will be discussed shortly.  The second screen is the ANI, or Automatic Number Identifier, screen.  This screen displays the phone number of the caller.           After connection is made to the caller, the dispatcher then obtains the necessary information needed to dispatch the appropriate agencies, whether it be the Fire Department, Rescue Squad, Police, or some other service.  Once all information that is needed is obtained the call can then be terminated as long as the caller needs no further assistance over the phone.      Often the dispatcher will have to give medical direction over the phone.  This is referred to as EMD (Emergency Medical Dispatch).  This may include CPR, Rescue Breathing, Controlling Bleeding, etc.  Every agency has their own protocol on this issue.  The protocol is usually set by the agency OMD, or Operational Medical Director.  The agency is actually operating under the license of their OMD, so that is why they set the rules as far as EMD is concerned.      After termination the dispatcher then takes into consideration all of the information he/she has obtained and dispatches the appropriate agency(s) to render the assistance. Hang-ups:      Unfortunately, a large amount of calls taken into an EOC are 911 Hang-ups.  This is when 911 is dialed and then the call is terminated on the caller’s end before the dispatcher answers the phone.  Although the caller hangs up the information is still displayed on the ANI / ALI screen.  This may happen due to a phone malfunction, a small child playing with phone, a teenager that thinks it’s a funny prank, or it could be the 70 year old male that just had a heart attack and all he could do was dial 911.   The biggest problems with hang-ups is that the dispatcher usually has no idea what is going on      Granted, the majority of these are not emergencies, but there is always that chance it could be a life threatening emergency.  When a hang-up is received it is up to the dispatcher to re-establish contact with the caller if at all possible.  If the dispatcher calls the number back and line is busy he/she can call the operator and have them “break” the line, or have their connection terminated and patch you through to whoever is on the phone.  If contact is not made and they dispatcher cannot verify there is no emergency, all services must be sent, Police, Fire, and Rescue. Personal Directory:      Many individuals look at the 911 system as their personal directory.  They might call 911 and ask them the number to Joe Shmoe’s Pizza Place.  Please do not do this.  Number one, 911 is for emergencies only.  Number two, that 911 line is being tied up and preventing the person really in need from getting through. Prank Calls:      Some people like to make prank phone calls.  Some of them might get enjoyment out of calling 911, hanging up, and then watching all of the emergency service apparatus roll in, prepared for the worse.  Not only does this tie up a slew of apparatus, it costs the agencies money, time, and it makes them work that much harder on something they shouldn’t have to, these individuals work hard enough to serve the public and they do not need to be abused like that. Conclusion: This concludes the SDRS crash course in how the Emergency 911 System works.  If you have any further questions on how 911 works you may email sdrs_web@hotmail.com.