Frequently Asked Questions

Enhanced 9-1-1, or E9-1-1, is a system which routes an emergency call to the 9-1-1 center closest to the caller, AND automatically displays the caller's phone number and address. The Public Safety Telecommunicator will typically ask the caller to verify the information, which appears on his or her computer screen.

Voice over Internet Protocol (VoIP) also called Internet, digital, broadband, or cable phone service is a rapidly growing alternative to traditional phone service. Its popularity is fueled primarily by low prices, new features and the consumer's ability to choose a phone number from nearly anywhere in the country (and sometimes, other countries). Many industry experts anticipate VoIP's growth will outpace the growth seen by the wireless industry in the last decade.

VoIP may look and appear to work like a traditional phone, but it connects to the internet not a telephone line. There are several critical factors to consider regarding the impact of this service on your ability to call 9-1-1 in an emergency. While VoIP is an attractive option, it is important for consumers to understand the potential limitations the technology has with respect to accessing 9-1-1.

Tips for Internet/Digital Phone Users (VoIP)

• Check your service provider's website for emergency calling features.
• When calling 9-1-1, give your location, and call back number.
• Call back if you get disconnected.
• If you travel with your VoIP adapter, your call may not reach the correct 9-1-1 center. Call from another phone.
• Verify that you can access 9-1-1 with your phone. Check your service provider's Web site for emergency calling features.
• Be sure to keep your registered location current with your VoIP provider. This is very important if you move!
• If the power is out, your VoIP service may be out too. Consider purchasing a back-up power supply.
• If you travel with your VoIP adapter, be sure to update your registered location with your service provider. The time it takes to process the update can vary considerably. Therefore, when traveling, if you need 9-1-1 service, use another phone.
• Inform children, babysitters, and visitors about your VoIP service.
• Post your address and call back phone number near your phone.
• It is a good idea to know what police, fire or sheriff's department is responsible for your 9-1-1 call and have their phone number on hand to provide to the call taker.
• Consider keeping a land line phone for accessing 9-1-1 emergency services.

Yes. Calls to 9-1-1 from payphones are provided at no charge

We do not recommend that you program 9-1-1 or use the auto 9-1-1 feature on your cell phone. There are numerous accidental calls to 9-1-1 from cell phones that have this feature, especially when the cell phone inadvertently presses against another object and activates the programmed call. In most cases, cell phone owners have no idea their phone has called 9-1-1. Help reduce accidental calls to 9-1-1 by only calling when you have a life-threatening emergency.

Look for landmarks, large buildings, street signs or paperwork nearby that may contain address information. Think back to the main street or highway you were near when your emergency occurred. If others are around, ask them where you are. Do not solely rely on your cell phone location to tell 9-1-1 where you are!

In some offices/businesses the telephone equipment may require you to dial "9" to get an outside line to dial out. This type of system is called a Private Branch Exchange (PBX). A PBX is basically a private telephone system that is connected to the public telephone system. If you happen to dial "9" to get an outside line and "1" for a long distance number, the "1" could accidentally get pressed twice or be held down too long, therefore 9-1-1 is actually dialed.

Some PBX systems also require that you dial "9-9-1-1" in order to dial 9-1-1 for emergency assistance. You should check with the person(s) responsible for maintaining your telephone system to see if dialing "9-9-1-1" is a requirement for your office. If it is, make sure that these instructions are posted in plain view at each phone for employees to see in case they need to call 9-1-1.

• Answer all questions asked by the Telecommunicator.
• Listen to all instructions provided to you by the Telecommunicator.
• Speak clearly (so we can understand what you are telling us).
• Remain calm (difficult to do at times, we understand. But by remaining calm, you will help the Telecommunicator gather valuable information needed by first responders).

Teaching children the proper use of 9-1-1 is very important. Some of the things you can do as a parent is to cover these basic pointers:

Teach your children

• Their full names, their parents' full names, their home address and phone number with area code.
• What an emergency is and when to call 9-1-1.
• That it is against the law to call 9-1-1 as a joke or prank.
• If they call 9-1-1 by mistake, do not hang-up, they will not be in trouble for making a mistake.
• To remain calm and answer all questions they're asked.
• Not to be afraid to call 9-1-1 if they need to.

This link will take you to a copy of the new 9-1-1 law that took effect October 1, 2013.

There is no charge for obtaining an address.

No. There is a system in place to allow your location to have a specific address. The specific address is unique and provides information on how far from the beginning of the road and what side of the road your structure is located.