Pennington County 9-1-1 Frequently Asked Questions (FAQ's)

FAQ's

I WAS TRYING TO MAKE A LONG DISTANCE CALL FROM MY OFFICE AND GOT 9-1-1 BY MISTAKE. WHY?

The telephone equipment in your office probably requires you to dial "9" to get an "outside" line.  This type of system is called a Private Branch Exchange (PBX) which simply is a private telephone system that is connected to the public telephone system.  When you dialed "9" to get the "outside" line and then "1" for long distance, two things could have occurred.  One, the "1" key was held down too long; or, two, the "1" key was accidentally hit twice.  When that happens the system thought you were calling 9-1-1. Some PBX systems may require that you dial "9" and then 9-1-1 when you need emergency help.  If you work in a building with this type of system, you should ask the person responsible for the telephone system:

1. What should I dial to get 9-1-1 in an emergency?
2. What address will the 9-1-1 call taker get automatically if I dial 9-1-1?

• (Many PBX systems display only the main business mailing address and not the actual location of the telephone being used to call 9-1-1.  Be prepared to tell the 9-1-1 call taker your actual location, if needed.)

WHAT SHOULD I DO IF I MIS-DIAL AND GET 9-1-1 ACCIDENTALLY?

This can happen to anyone and you should not be concerned. If you dial 9-1-1 accidentally, stay on the line until the 9-1-1 call taker answers. Then explain that you misdialed and didn't mean to call 9-1-1. This will save the 9-1-1 call taker some very valuable time. If you call 9-1-1 by mistake and hang up, your call will continue to be route to the 9-1-1 center. The 9-1-1 center has a policy that requires the 9-1-1 call taker to call you back to try to verify if an emergency really exists. A law enforcement officer may be sent to investigate 9-1-1 misdials to verify that everything is all right.

WHO PAYS FOR 9-1-1?

The 9-1-1 system is paid for by a small fee on your monthly telephone bill. This money is used to pay for special 9-1-1 telephone network equipment. The 9-1-1 Center operating and staffing expense is paid for with local city and county tax dollars.

IF I DIAL 9-1-1 FROM MY CELL PHONE, WILL THE CALL TAKER KNOW WHERE I AM?

Yes, in most cases. Local customers of Verizon, Alltel, and AT&T Mobility can generally be located when they dial 9-1-1 from their cell phone. The accuracy can vary but in most cases, the coordinates are within 90 feet of the caller's actual location. Because of the mobile nature of cell phones, our 9-1-1 Dispatchers will always ask you to verify your location.

WHAT IF I DON'T KNOW WHERE I AM CALLING FROM OR CAN'T SPEAK, WILL THE 9-1-1 CALL TAKER KNOW WHERE I AM?

Local home and business phone companies like Qwest, Midcontinent and Knology keep your address updated in the 9-1-1 system. When you dial 9-1-1 from your home or business phone the address is sent to the 9-1-1 call taker. Some internet phone services like Vonage or Magic Jack require you to enter and keep your address current.

Local cellular companies like Verizon, Alltel and AT&T Mobility provide Pennington County 9-1-1 with the ability to locate their customers cell phones when they dial 9-1-1. The information displayed includes your cell phone number and the latitude and longitude of the phone. In most cases, the location is within 90 feet of your actual location.

IF I NEED TO REPORT A CRIME, BUT IT'S NOT AN EMERGENCY, SHOULD I STILL CALL 9-1-1?

No. You can use any of the seven-digit non-emergency lines for your local law enforcement agency. Some of those numbers are listed below:

WILL I GET AN IMMEDIATE RESPONSE FROM THE PUBLIC SAFETY AGENCIES BECAUSE I CALL 9-1-1?

All law enforcement, fire, and emergency medical services will respond to your need as quickly as possible. If these agencies are busy, a response will be provided in the order of urgency.

I HAD TO CALL 9-1-1 WHEN A CAR ACCIDENT HAPPENED IN FRONT OF MY HOUSE. WHEN THE 9-1-1 CALL TAKER ANSWERED, ONE OF THE FIRST QUESTIONS SHE ASKED WAS, "WHAT ADDRESS ARE YOU CALLING FROM?" I THOUGHT THEY GOT THAT INFORMATION AUTOMATICALLY. DOESN'T THAT JUST WASTE TIME TO ASK FOR IT AGAIN?

The 9-1-1 call takers are trained to verify all of the information that they receive automatically. Sometimes there are errors in the databases used to provided 9-1-1 service. The 9-1-1 call taker wants to be sure that the help you need is sent to the right place. The also need to get enough information to send you the right kind of help. The 9-1-1 call takers are trained to help you provide the information that they need, so stay on the line and answer all of their questions to the bet of your ability. Sometimes, they may want you to stay on the line until law enforcement, fire or medical personnel actually arrive. They will tell you when it is okay to hang up.

I HAVE A RELATIVE WHO IS DEAF AND USES A SPECIAL KIND OF PHONE, WILL IT WORK WITH 9-1-1?

Your relative is probably using a text telephone called a TDD or TTY. The 9-1-1 center is equipped with that type of equipment. The 9-1-1 call takers receive special training on how to communicate with the hearing impaired community.

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