911 - Frequently Asked Questions
When should I call 911?
Remember, 911 is for EMERGENCIES only. Though there is no definitive list of reasons to call 911, the following can be used as a guide.
To report a crime that is occurring or has already occurred.
To report a fire of any kind
To report any type of injury to yourself or someone else that requires medical attention
To report any type of traffic accident
To report any other situation that poses an immediate threat to life or property
Is calling 911 when you do not really have an emergency a crime?
Yes. According to North Carolina General Statute, it is a Class II Misdemeanor to dial 911 unless you are doing so to report a true emergency.
What is Enhanced 911?
Enhanced 911 refers to the ability of the 911 Communications Center to receive Automatic Number Identification and Automatic Location Identification also known as (ANI/ALI). Enhanced 911 Centers employ technology far beyond that available to the general public such as "Caller ID". In fact even if you have an unlisted number or caller ID block, when you call 911 we still get your information. Furthermore, if you ever have a true emergency and dial 911, even if you hang up before the phone rings we will still get the information.
How does my 911 call get to the appropriate 911 Center?
Through a process known as "Selective Routing", all land based 911 calls are automatically routed by the regional telephone providers network to the appropriate 911 Center based on where the call comes from and not by the telephone exchange number. For example, if you live in Vance County but have a Granville or Franklin County phone number, your call will come to the Vance County 911 Center as it should. Through advancements in technology, the same is true for virtually all 911 Centers in North Carolina.
If I dial 911 from my cellular phone, will the 911 Telecommunicators know where I am?
YES. Though this is not necessarily true for the entire State of North Carolina nor the Country as a whole, many 911 Centers do have the technology in place to locate in a matter of seconds the location of a cell phone user who dials 911. This is true in Vance County as of February 1st, 2007. The Henderson-Vance County E-911 Center has ability to accurately pinpoint the location of cell phone calls from every major carrier that offers cell phone coverage in Vance County, in most cases to within a few feet of the callers actual location. In addition, the system is also able to track a moving caller. Once the signal is locked, the 911 Telecommunicators will continually update the location of the caller and relay this information to emergency responders. Remember, you must remain on the line with 911 in order for this technology to work properly.
What is E-911 Surcharge Money?
E-911 surcharge or the Emergency Telephone System Fund (ETSF) is a means of collecting the funding necessary to implement and maintain an Enhanced 911 system. Many Counties and Municipalities have implemented such surcharges in order to be able to implement E-911. In most cases imposing a surcharge fund is much cheaper for the tax paying community than an increase in taxes in the amount necessary for implementation and maintenance of a state of the art 911 system.
What can this money be used for?
The use of E-911 Surcharge funds is governed by the North Carolina General Assembly and is defined in the North Carolina General Statutes. The money cannot be used to pay for salaries, or training for 911 employees. It also cannot be used for any departments other than 911. Furthermore it can only be used for the purchase and maintenance of equipment and services necessary to maintain a functioning Enhanced 911 system.
Do I have to give my name when I call 911 and report a crime?
NO. It is our policy that callers are not required to give their name when calling 911. Vance County has Enhanced 911 which means that the location of the call as well as the callers name and phone number are automatically provided on all calls made from a land based phone. In addition, we also receive similar information on cellular 911 calls. As a part of protocol, the 911 Telecommunicator will ask you for your name and other information in an attempt to confirm what has been automatically provided. This ensures that help arrives where it is needed and in a timely fashion. When asked for your name if you do not wish to provide it, simply inform the 911 Telecommunicator and your name will not be released outside of official law enforcement or public safety channels and will not be broadcast over the radio.
Why do the 911 Telecommunicators ask so many questions?
Information helps us to better serve you. Keep in mind that 911 Telecommunicators go through hundreds of hours of training to help them rapidly and accurately process your call for help. Though the questions we ask may sometimes seem insignificant to you at the time, they are of great importance to us in guiding the appropriate help to you when you need it. For example when reporting a crime in progress, it is unlikely that the perpetrator will remain on scene and in one place until law enforcement arrives. By obtaining a detailed description of the person, law enforcement will be watching for him/her on the way to the call. More often than not if the person leaves, law enforcement personnel will encounter the person before arriving on scene and can take action immediately.
By remaining on the line with the 911 Telecommunicator and answering these questions, am I delaying the help that I need?
NO. Keep in mind that 911 Telecommunicators work as a team. While one is obtaining the necessary information from you, another is sending the appropriate emergency responders to assist you.
Are 911 Telecommunicators Police Officers?
NO. In fact 911 Telecommunicators are actually civilian employees who are trained in crisis intervention, incident response coordination and local public safety emergency response protocols. Each public safety agency in the City and County has its own set of protocols and procedures that enable them to respond effectively to all types of emergency situations. 911 Telecommunicators have to know the protocols of each agency in order to support these departments.
Does our 911 Center have the ability to assist hearing impaired callers?
YES. The Henderson-Vance County E-911 Center meets or exceeds all requirements for hearing impaired callers as defined by the Americans with Disabilities Act. We employ state of the art equipment that automatically recognizes a call from a hearing impaired caller. Whether the call is a standard TDD/TTY call, Voice Carry Over (VCO), Hearing Carry Over (HCO), Cap Tel (Caption Telephone) or ASCII call, our system is designed to ensure that the caller receives the help they need. Moreover, all 911 Telecommunicators are trained in the "typed" language of the hearing impaired caller to better assist them in processing the request for assistance as quickly and accurately as possible.
Does our 911 Center have the ability to assist someone who doesn't speak English?
YES. The Henderson-Vance County E-911 Center utilizes AT&T's Language Line Service to translate 911 calls from non-English speaking callers. AT&T's Language Line Service is capable of translating over 170 spoken languages from all over the world. With the touch of a single button, the 911 Telecommunicator connects the caller with this service and remains on the line taking the information as the translator mediates the call. The use of this service saves a great deal of time and assures that the most accurate information possible is obtained from the caller. The see a complete list of languages that AT&T's Language Line Service is capable of translating, click HERE
Why is it so important for me to post my house numbers?
Posting your house numbers is crucial to emergency responders in locating you in your time of need. Remember, Enhanced 911 only tells us (the 911 Telecommunicators) where you are. This information has to then be relayed to the responding units. Posting your house numbers makes you much easier to find during an emergency.
Why does it sometimes seem like it takes forever for help to arrive?
Often times, this is all relative. When a person is under extreme stress such as during a time of emergency, time can often seem to move slower than usual. In most instances emergency crews arrive on the scene of an emergency in only a few minutes.
In an emergency, what can I do to assist 911 in getting me the help I need?
First and foremost, POST YOUR HOUSE NUMBERS. Make sure that they are clearly visible and reflective at night. If you live down a long driveway or path, make sure that your house numbers are indicated at the entrance to the path to let the responders know where you are.
Remain calm and be prepared to answer a few questions. Remember, you are not delaying help by answering these questions. In fact you are ensuring that the receive the help that you need.
Take the time to explain to your children when to dial 911 and when not to. Let them know that calling 911 for fun is not allowed. Also make sure that they know their address and phone number. Even though this information is provided on every 911 call, the 911 Telecommunicators will still confirm that the information provided is correct to make that emergency crews are able to find you.
Do not call 911 for non-emergency situations such as inconveniences (power outages, phone numbers, directions, etc.). These calls tie up the 911 Telecommunicators and could delay them from helping someone with a true emergency.