What happens when you dial 9-1-1?

In times of crisis, dialing 9-1-1 is a lifeline. Invented in the United States, the 9-1-1 system is only 55 years old and is still evolving as technology allows. But have you ever wondered what happens behind the scenes when you make that critical call? Let’s explore the inner workings of the 9-1-1 emergency response system and dispel some common misconceptions.

When you dial 9-1-1, your call is routed to a local public safety answering point (PSAP), also known as a 9-1-1 call center. There are two PSAPs in the Mat-Su, in the cities of Wasilla and Palmer. Each PSAP is responsible for dispatching different agencies. Additionally, the State of Alaska Division of Forestry’s Coastal Dispatch Center is based in Palmer but is not a 9-1-1 connected PSAP. The first person you speak with is a call-taker, a highly trained professional who is responsible for gathering essential information about your emergency.

The call-taker will ask you a series of questions such as your location, your situation, and relevant details. You need to remain calm and answer these questions as clearly and accurately as possible. Many people worry that answering questions will slow down the response time, but this is not the case. In fact, the call-taker is gathering this information while simultaneously entering it into a system that dispatches the appropriate emergency services.

As the call-taker is gathering information, they are also assessing the severity of the situation and prioritizing the response. They use a standardized protocol to determine the level of urgency and the type of resources needed, such as police, fire, or medical services.

As the call-taker collects the necessary information, they relay it to a dispatcher. The dispatcher is responsible for coordinating the emergency response and communicating with responders. They use the information from the call-taker to dispatch the correct units and provide them with details about the situation.

It's important to note that the call-taker and dispatcher work closely together, but they have distinct roles. The call-taker's primary focus is on gathering information from the caller, while the dispatcher's focus is on coordinating the response and communicating with the emergency responders. They work simultaneously; you are answering questions while the dispatcher is sending crews to you.

In some cases, you may end up speaking with multiple call-takers during a 9-1-1 call. This can happen if your call is transferred to a different agency or if additional information is needed. For example, if you are reporting a fire, your call may initially be answered by a police call-taker who will then transfer you to a fire department call-taker for more specific questions.

While the 9-1-1 system is designed to provide swift and effective emergency response, there are steps you can take to help improve the process. Make sure your address is clearly marked and visible from the road, as this can help emergency responders locate you more quickly. If you accidentally dial 9-1-1, don't hang up. Stay on the line and explain to the call-taker that it was an accidental call. This will save valuable time and resources that would otherwise be spent trying to call you back and verify your safety.

In addition to 9-1-1, there is now another number, 988, specifically designed for mental health crises. Implemented in July 2022, the 988 Suicide and Crisis Lifeline provides 24/7 support for individuals experiencing mental health distress, thoughts of suicide, or substance use issues. When you dial 988, you will be connected with a trained crisis counselor who can offer support, resources, and guidance. This service aims to alleviate the burden on 9-1-1 call centers and provide more targeted assistance for mental health emergencies. It’s also why we have to dial 907 for local calls, but if it’s to save a life it’s worth the inconvenience.

Understanding what happens when you dial 9-1-1 or 988 can help you be better prepared in an emergency situation. Remember that the call-takers, dispatchers, and crisis counselors are there to help you and are highly trained to handle a wide range of emergencies. By remaining calm, answering questions clearly, and providing accurate information, you can help ensure the best response when you need it most.

Christian M. Hartley is a 40-year Alaskan resident with over 25 years of public safety experience and public service. He runs a freelance business, Big Lake Writer, from home in Big Lake that he shares with his wife of 19 years and their three teenage sons.