9-1-1 Frequently Asked Questions
Listed below are several commonly asked questions. If you have a questions about 9-1-1 or the Raleigh-Wake County Emergency Communications Center, please contact the Training Division at 919-996-5050.
Who do I call for non-emergencies?
For non-emergencies, such as noise complaints, animal complaints and police related incidents where there is not a crime in progress, contact the 9-1-1 Center's non-emergency line at 919-831-6311.
For general police related questions, contact the Wendell Police at 919-365-4444.
For legal questions, you will need to contact an attorney.
What information do I need to provide when I call 9-1-1?
When you call 9-1-1, the Call-Taker will ask you a series of basic questions: Address/Location, Phone Number, Name and Exact Nature of the Emergency.  Once these questions have been answered, more detailed questions will be asked to ensure everything about the situation is obtained.  These include descriptions of persons and vehicles, if weapons are involved, any dangers present, and any other pertinent information that could be helpful to the emergency personnel responding.  It's the goal of the Raleigh-Wake County Emergency Communications Center to ensure an accurate and quick response to the emergency you are reporting, and answering these questions will assist in the proper response.
If I call 9-1-1 from my cell phone, why does my call get transferred to another agency?
Calls to 9-1-1 from cell phones are becoming the norm in the industry, and in most cases the majority of calls to 9-1-1 Center are received from a cell phone.  Several factors play a part whether your call from a cell phone will be transferred to another agency: location of the emergency, what cell tower your call is transmitted from, and what agency would be best to handle the emergency being reported.  It is the job of the 9-1-1 Center to make sure you are speaking with the correct agency that would best suit the needs of your reason for calling.
How does the 9-1-1 Center know my location when I call from my cell phone?
Raleigh-Wake County Emergency Communications is currently enhanced with "Phase 2 Wireless 9-1-1 Services".  This means, that in most cases, when you dial 9-1-1 from your cell phone, the Call-Taker can see your approximate location.  When a cell phone call comes in, the  Call-Taker is provided with the location of the cell phone tower the call is coming from.  When this happens, the Call-Taker will "rebid" the call which attempts to get your exact coordinates, or GPS (Global Positioning System).  This process could take 20 seconds or more and the location they are provided with could be anywhere within an area about the size of a football stadium.  Wireless location does not provide an elevation, or height factor, which can be critical when calling from a multi-story building.  When you call 9-1-1 from your cell phone, always assume the  Call-Taker does not know where you are at and be prepared to give the address and location information of the emergency.
I have the GPS option on my cell phone. Does that help if I need to call 9-1-1?
Some wireless carriers have a GPS chip in the handset that provides location data, but older cell phones may not have this feature available.  Check with your wireless provider to find out if your phone is equipped with this technology and also for information on how to activate GPS in your mobile phone.
Why does 9-1-1 ask so many questions?
The caller and the Call-Taker may only have one opportunity to gather information about the emergency.  Address verification and a call back number are crucial.  Medical instructions, including how to instruct a caller on how to perform CPR, deliver a baby and even help someone who's choking, may be provided if the situation dictates.  Based on your answers to the questions, a more appropriate dispatch of emergency personnel may be provided.  For example, a victim injured in a traffic accident that is trapped in a vehicle may elicit a different response from emergency responders than someone who has broken their arm.
Is help being sent while I am answering all the questions being asked by the 9-1-1 Call-Taker?
Yes.  The Raleigh-Wake County Emergency Communications Center uses a system call Computer Aided Dispatch (CAD).  When the basic information is obtained (location, name, phone number and problem) the information can be entered into CAD and sent to the Telecommunicator who is responsible for the dispatch of the emergency personnel who need to respond to that location.  While you are on the line answering questions about the emergency, a Police, Fire or EMS Telecommunicator is dispatching and sending help at the same time.  There is absolutely no delay in sending help while you continue to answer questions.  In many cases, you may be asked to stay on the line until help arrives on the scene.  This will enable the 9-1-1 Call Taker to pass along updates to emergency responders, give you critical instructions that could potentially help the situation, and to make sure that everyone remains safe.
What should I teach my child about calling 9-1-1?
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 some these basic pointers:
·         Teach your children their full names, their parents' full names, their home address and phone number with area code.
·         Teach your children what an emergency is and when to call 9-1-1.
·         Teach your children that it is against the law to call 9-1-1 as a joke or prank.
·         Teach your children to remain calm and answer all questions they're asked.
·         Teach your children not to be afraid to call 9-1-1 if they need to.
What should I do if I accidentally call 9-1-1?
If you accidentally dial 9-1-1, DO NOT HANG UP!  The best thing you can do is to stay on the line until a Call-Taker answers so you can tell them that you dialed 9-1-1 by mistake.  If you do hang up before speaking with a Call- Taker, an attempt will be made to call your number back to make sure everything is okay and that there is no emergency.  If no contact is made on the callback attempt, an officer will be dispatched to the location of the 9-1-1 call to ascertain if there is an emergency.
I was trying to make a long distance call from my office and got 9-1-1 by mistake. Why does this happen?
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.
Does the Raleigh-Wake County Emergency Communications Center have the ability to assist hearing and speech impaired callers?
Yes. Hearing and speech impaired callers are able to call 9-1-1 just like any other citizen. As required by the Americans with Disabilities Act, Raleigh-Wake County Emergency Communications is equipped with TTY (Text Telephone/Telephone Device for the Deaf) equipment at every call taking position to assist hearing and speech impaired callers. The TTY/TDD technology is built into the phone system to enable seamless communication with callers who have the need to use a TTY/TDD to communicate. All of our Call-Takers are thoroughly trained in the use of a TTY/TDD, as well as continuously trained throughout the year to maintain proficiency in the use of the equipment.
Is the Raleigh-Wake County Emergency Communications Center able to assist callers who do not speak English?
Yes. If someone calls 9-1-1 and does not speak English, they will be transferred to a Language Line where an interpreter will be able to translate all questions and answers. Using this service ensures there is no delay in dispatching emergency personnel to the location of the emergency and assures that the most accurate information is obtained from the caller.