Ottawa Police Department

Communications Division

9-1-1 Frequently Asked Questions

WHY DOES THE 9-1-1 DISPATCHER ASK SO MANY QUESTIONS? IF I CALL WITH AN EMERGENCY, TIME IS CRUCIAL. ISN’T THE DISPATCHER WASTING TIME BY ASKING FOR SO MUCH INFORMATION?
9-1-1 dispatchers are trained to ask specific questions to determine the most appropriate response for your emergency.

WHAT IF SOMETHING HAPPENS TO ME AND I CAN’T SPEAK? HOW CAN 9-1-1 HELP ME?
When you dial 9-1-1 from a traditional telephone, one that is wired into a house or other building, the location from which you are calling is displayed on a computer screen in front of the 9-1-1 dispatcher. If you cannot speak, you are ill, or are being kept from talking by an intruder, leave the telephone off the hook. Any noise that we can hear will help us determine the most appropriate response. In cases of domestic violence, the victim often leaves the telephone off the hook and the dispatcher is able to determine the nature of the situation quickly and send the appropriate response.

I HAVE A HEARING IMPAIRMENT AND CANNOT COMMUNICATE OVER A REGULAR TELEPHONE LINE. WHAT SHOULD I DO IF I NEED HELP IN AN EMERGENCY?
9-1-1 dispatchers are trained in the use of a TDD/TTY. It is not necessary to dial a separate number for TTD/TTY calls or to place these calls through a relay service. If you need help, simply dial 9-1-1. The dispatcher will recognize a TTD/TTY call and your call will be handled as quickly and efficiently as calls placed by non-impaired callers.

CAN I CALL 9-1-1 FROM MY CELLULAR TELEPHONE?
Yes. Keep in mind that wireless calls sometimes present special problems for 9-1-1 centers and callers. Calls from wireless phones are answered by the 9-1-1 center closest to the cellular tower that the call is routed through. For example, a call placed to 9-1-1 from outside the city limits might be answered by the City of Ottawa because the cell tower that the caller is closest to is actually in the city. Be aware of this possibility when placing cellular 9-1-1 calls. Your call may take a few extra minutes to be routed to the correct agency.

Something else to remember about wireless 9-1-1 calls is that your location is not automatically displayed like it is from calls placed by traditional phones. Cellular technology does not yet provide for your location to be pinpointed by the 9-1-1 systems. If you are not familiar with your exact location, it is crucial that you give as much information about your surroundings as possible. If you have access to a traditional telephone in an emergency, use it. Although wireless telephone providers, the FCC, and 9-1-1 organizations are working together, we are still a few years away from making cellular 9-1-1 as effective as traditional 9-1-1 services.