Brandt: 10 things to know about E-9-1-1

VW County 9-1-1 information

April is 9-1-1 Education Month and Van Wert County 9-1-1 Coordinator Kim Brandt has provided 10 things everyone needs to know about 9-1-1.

Brandt said not everyone knows how to make 9-1-1 work for them.

“Just three numbers to dial seems simple enough, but with today’s technology do you know how to make 9-1-1 work for you?” she asks.

Brandt notes the top 10 things to know about 9-1-1 include:

1. Knowing when to call and what to expect when someone calls 9-1-1.

9-1-1 is the phone number area residents can call from any phone any place in the United States when they need help or see someone who needs help right away. Knowing what to expect when a person calls 9-1-1 can help reduce fear and feelings of helplessness in an emergency.

In an emergency, seconds matter, so being knowledgeable and prepared can make all the difference. It is appropriate to call 9-1-1 when someone needs help to save a life, stop a crime or report a fire. People should be dialing 9-1-1 if someone is hurt and in need of immediate medical assistance, or if they are in immediate need of law enforcement or a fire truck. 9-1-1 is for emergency use only.

2.  Those who dial 9-1-1 for a non-emergency matter are tying up resources that could be needed for a real emergency. However, those who accidently call 9-1-1 should stay on the line and tell the dispatcher that they do not have an emergency. Harassing and making prank calls to 9-1-1 is a crime.

3. Know where you are.

This is the most important place to start. Van Wert County 9-1-1 dispatchers have current technology and up-to-date mapping that helps them find callers. However, accuracy of the information received depends on cell phone signals, cell towers and the caller’s device.

Callers who are on the road when an emergency strikes should tell 9-1-1 what road they are on. Those who don’t know should look around for road signs, house numbers or mile markers to help 9-1-1 locate them.

“’What’s your location?’ will be the first question 9-1-1 will ask,” Brandt said. “Be prepared to answer. Make a real effort to be as detailed as possible.”

Brandt added that landmarks can be helpful if callers don’t know where they are. Those who are in a large building with multiple levels, can help emergency services by letting them know which floor they are on, and which apartment, etc. Callers who are in a school or a factory should tell 9-1-1 which door to enter, if possible.

4. Callers who have an immediate choice between calling 9-1-1 from a landline or a cellphone should use the landline. Cell phones are not always routed to the closest 9-1-1 call center, causing a slight delay in getting the call to the proper PSAP.

5. Knowing how to use one’s phone, be it a cell phone, VoIP phone, landline phone, etc., is important in making 9-1-1 work properly.  It is those people who are calling’s job to be knowledgeable about the devices their family could use to call 9-1-1, as well as the potential limitations associated with them (such as a VoIP phone likely won’t work during a power outage).

Contact service providers for more information on device limitations. Something else to consider: Those traveling with others should let them know how to access their phone if it is locked.

“Could your children or grandchildren call 9-1-1 for you on your cell phone if needed?” Brandt asked. “I go to preschools and teach kids about using 9-1-1: when, what numbers to dial and why to dial 9-1-1. What we can’t teach them is how to access 9-1-1 on your device/cell phone.”

The county’s current 9-1-1 set-up accepts voice calls only. Texting 9-1-1 is not an option today in Van Wert County.  Brandt said area residents should lock their keypad when they are not using their phone so 9-1-1 is not accidently dialed by mistake. For the same reason, don’t put 9-1-1 on speed dial and don’t give old phones to children as toys. A wireless phone with no service can still call 9-1-1.

6. Never hang up. Even though people may have called 9-1-1 by accident, or their situation may have resolved itself, it is important to let 9-1-1 dispatchers know this.

“If you end the 9-1-1 call abruptly, dispatch is going to assume that something has gone very wrong on your end and will either call you back or send help anyway,” Brandt said. “Make sure the dispatcher tells you it is okay to disconnect before you hang up.

“Keep in mind that dispatch can send help to you while they have you on the phone, they do not need to disconnect to get help coming to you,” she added. “Make sure you hold the line as long as it is safe to do so, so that you can provide any necessary information or assistance to the 9-1-1 operator.”

7. When callers have 9-1-1 on the line they should stay calm and ready to give information and listen for instructions. Callers are the eyes and ears for 9-1-1 while they are on the line.

“If you are crying or yelling, it can be difficult for 9-1-1 to understand you,” Brandt explained. “The calmer you can be, the faster services can be sent.  9-1-1 is here to help you until emergency responders arrive.

“Be ready to listen and follow directions,” she added. “The 9-1-1 dispatcher can talk you through providing first aid until help arrives. Lives have been saved, thanks to 9-1-1 callers and 9-1-1 dispatchers.

8. Post an address clearly in prominent places in multiple locations outdoors and indoors. Having an address clearly visible at the end of a driveway and on a home itself will ensure that first responders aren’t left wondering if they are in the right location. Residents should use numbering and lettering that can been seen clearly during the day and at night. Make sure it is visible no matter which direction help is coming from.

Posting an address in a prominent place inside one’s home is important, as it is easy to forget one’s own address during an emergency. It could also be helpful for a babysitter or other visitors in a home during an emergency if they need to call 9-1-1.

9. Report missing street signs in a neighborhood immediately. Making sure that a neighborhood has all the proper signage not only helps family and friends find a home, but it can be crucial during an emergency situation when time is of the essence.

10. Parents should teach their children what 9-1-1 is. Help kids memorize information that will be useful to 9-1-1 call takers, such as their name, their parents’ names, their address and phone number. The more comfortable they are, the more quickly they can provide vital information to the 9-1-1 dispatcher, who can then provide vital information to the appropriate responders.

“Engage in ongoing, age appropriate training with your children,” Brandt says. “Once is never enough; your job isn’t done after your kids understand the basics. As the years pass, technology will change and so will your child’s capacity for providing crucial details to the 9-1-1 call taker.”

Brandt is also available to talk to school classes or clubs about 9-1-1. Call the Van Wert County Sheriff’s Department at 419.238.3866 or email vwc911@bright.net. The county 9-1-1 organization is also on Facebook.

The following organizations can provide more information on 9-1-1 and public safety issues:

The National Emergency Number Association (NENA) www.nena.org

The Association of Public Safety Communications Officials (APCO) International www.apcointl.org

9-1-1 for Kids www.911forkids.com

VoIP and 9-1-1 Services www.voip911.gov.