Are You Ready To Call 9-1-1
- PART 1 - CALLING 9-1-1 CAN BE EMOTIONAL
- PART 2 - SHOULD I CALL NON-EMERGENCY LINE OR 9-1-1?
- PART 3 - OOPS! ACCIDENTLY CALLING 9-1-1
- PART 4 - LISTEN TO THE QUESTIONS FROM THE 9-1-1 CALL TAKER
- PART 5 - MEDICAL CONSIDERATIONS
- PART 6 - REPORTING CRIMINAL BEHAVIOR
- PART 7 - WHO IS NOTIFIED AND WHAT DO PEOPLE NEED TO KNOW WHEN CALLING 9-1-1
- PART 8 - AFTER HOURS: WHO WILL MEET FIRST RESPONDERS?
- STILL HAVE QUESTIONS?
CALLING 9-1-1 CAN BE EMOTIONAL
Many of us don’t call 9-1-1 very often. The process can have an emotional response based on our personal history and the incident we are reporting. Also, not knowing what to expect from the person we are talking to can have an emotional impact.
- Some people have shared that when calling 9-1-1 their mouth becomes dry making it difficult to speak.
- Other people have shared that when using their mobile phone they have had difficulty entering in the code to unlock the phone.
Both of these are examples of how our emotions can have impact on us when we call 9-1-1. The purpose of this training is to help you understand the process. Hopefully your understanding will help you to have the best experience possible
SHOULD I CALL NON-EMERGENCY OR 9-1-1?
The Non-Emergency phone number reaches a police station or a Public Safety Answering Point (PSAP). This number should be used for following up on an incident that has already been reported. It could also be used to report a property crime with no suspect information particularly if that incident happened a significant time ago.
9-1-1 is the number that we should use most of the time. It should be used when a student’s safety is at risk. Even if we believe the abuse or neglect is not currently happening.
- Phoning 9-1-1 creates documentation to help show that we took our legally required action. 9-1-1 is the only number that shows call takers our location.
- 9-1-1 should be called for a criminal incident that just happened or is currently happening or medical attention is required.
If you have the option please use a landline when calling 9-1-1. Using a district phone notifies staff in the district that you are having an emergency and allows the Call Taker to see your address.
- DON'T HANG UP
- REPORT 9-1-1 HANG-UP TO THE MAIN OFFICE
If we accidentally call 9-1-1, realize our mistake and disconnect the call, this is called a “9-1-1 hang-up”. A Public Safety Answering Point will receive this call even if we disconnect the call before they answer. Because a 9-1-1 hang-up could be a request for emergency assistance that got interrupted, the 9-1-1 hang-up becomes a priority for call takers to resolve. Call Takers may delay addressing other calls to assure that an emergency is not happening at your location. They will call the number back and personnel may be dispatched to the location of the 9-1-1 hang-up. The best thing for us to do is to remain on the line and explain to the Call Taker that it was an accidental call. We should do this even if the call is from a mobile phone.
After you resolve the 9-1-1 call, please notify the Main Office and report that it was accidental. Because district staff may also be notified of the 9-1-1 call, reporting the accidental 9-1-1 phone call saves a lot of work for many people. If you used your mobile phone Call Takers can see your location. Often district staff is notified of this 9-1-1 Hang Up and are asked to investigate.
Please do not hang up and hope no one noticed the call. If this happens to you, be assured you are not the first person to phone 9-1-1 inadvertently. Everyone involved with the phone call understands this happens and are more relieved that it was accidental.
LISTEN TO THE QUESTIONS
- BREATH, SPEAK SLOWLY
- EMERGENCY ACTION PLAN HAS ADDRESS
- LISTEN TO THE QUESTIONS
If we are calling 9-1-1 it is important to take the time to listen to the specific questions the Call Taker is asking. During an emergency most people have a tendency to want to rush to the information that they think is important. Breath, listen to the question and speak slowly.
Be prepared to give the address of the school. Each school has been provided with an Emergency Action Plan that should be posted in each classroom. The address of your school is at the top of the page. There is also a box to write in the room number. This helpful for those who may phone 9-1-1 and not familiar with the school such as substitute teachers.
Call Takers use Computer Aided Dispatch that prompts specific questions in a specific order. If we go out of the order it can slow the process because they will have to ask you the question later when it comes up on their screen. The questions also helps prioritize your emergency with other emergencies going on.
A good example of this sequence is the first question most Call Takers ask. “What is the location of your emergency?” The call taker may ask this first because while they are obtaining more information, Computer Aided Dispatch can direct the appropriate First Responder(s) to the location. And if for some reason you cannot finish the phone call, they already know where to send help.
Most of the time the Call Taker is not the person who dispatches the First Responder(s). A dispatcher communicates directly with First Responders while the Call Taker speaks with you. This is a team approach to help you.
- THE NURSE NEEDS TO KNOW THE NAME OF THE PATIENT
- USE THE AED FROM YOUR BUILDING
- ASK ABOUT LIFE THREATENING CONDITIONS
- ALLERGIES TO MEDICATIONS
- CURRENT MEDICATION
Before the nurse responds to a medical request he/she checks to see if that student has lifesaving medicine and/or a known medical issue. Not knowing the student’s name before leaving the clinic can delay critical treatment. Please do your best to identify the student and then notify the Main Office of the student’s name. If the student is unable to speak and the name is not known explain to the Main Office why the student’s name is not known. If you later discover the student’s name, notify the Main Office ASAP!
Ask the patient if they have any life-threatening conditions, have allergies to medication and what the medications they are currently taking. This can be helpful if the patient loses consciousness and unable to share this information with First Responders when they arrive. Also, please be aware of the locations for the AEDs in each building and do your best to retrieve an AED from the building the medical emergency is at. As crazy as it sounds, it is possible to have two medical emergencies at the same time, especially during a major crisis such as an earthquake. If an AED has been retrieved for the medical emergency please notify the Main Office so responding staff know not to retrieve one.
REPORTING CRIMINAL BEHAVIOR
- KNOW THE LOCATION OF THE CRIME
- WRITE DOWN THE DESCRIPTION OF THE SUSPECT
- HAVE THE WITNESS SPEAK TO THE CALL TAKER
- VEHICLE DESCRIPTION
If you are reporting a crime that you believe has occurred, here are some things to consider when phoning 9-1-1. Know the location and address of the criminal behavior. If your campus has multiple buildings it is important to know which building the crime is occurring at.
It is important to learn your directions. Which way is north? It is also helpful for you to learn the streets surrounding your school.
If someone else witnessed the crime it is best to have that person speak with the Call Taker. There is a good chance there will be questions you cannot answer if you did not witness the crime.
When describing the suspect(s) start with the race, gender, height, and build and then the clothing description starting with the head down. It is helpful to write it down if possible. It is amazing how fast you can forget things like this. The last known direction of travel is also important. If you have learned your streets you can be more helpful if you are able to tell the Call Taker which street that person is headed towards.
If there is a vehicle involved do your best to get a license plate and color of the vehicle. If you know the make and model, even better!
WHO IS NOTIFIED AND WHAT DO PEOPLE NEED TO KNOW
- THE MAIN OFFICE NEEDS TO KNOW:
- WHO IS HAVING THE MEDICAL EMERGENCY
- THE NAME OF THE PATIENT
- IF A STUDENT IS CALLING - TELL THE STUDENT WHAT TO SAY TO THE MAIN OFFICE
When 9-1-1 is called from a district landline it notifies many people even if you hang-up. This is done to assure you receive the assistance you need. The Public Safety Answering Point is notified, the Main Office at the school is notified, the Assistant Superintendent’s Office is notified and District Security is notified. This information is not intended to add pressure to you when phoning 9-1-1. We all want to help you.
Some people call a Non-Emergency number to avoid these notifications. Using a Non-Emergency number should not be used to avoid district staff from being notified.
An emergency can be confusing and sometimes you may ask students to help you. Giving students specific language can make the communication more effective. “I need you to tell the office that Student Brad Pitt is having a medical emergency in room 1234”. If you simply send a student to the Main Office and they do not understand the issue they may be stuck in knowing what to say.
- WHO WILL MEET THE FIRST RESPONDERS
If you need to call 9-1-1 after school hours you will need to take a few things into consideration. The Main Office may not be staffed. Who will meet the First Responders and how will they get back into the building if the doors are locked? Be aware of the location of the emergency and the best location for First Responders to arrive