What happens behind the scenes when you call 911?
Operators at the Hamilton County 911 Center are the very first response to thousands of emergency calls that come in each day.
By William Newlin
The Hamilton County 911 Center on Amnicola Highway is a huge, dimly lit room covered in desks and monitors. When we visited recently, around 30 call-takers and dispatchers worked the phones, answering emergency calls, tracking caller locations, and sending help.
We sat down with two veteran telecommunicators to get a glimpse of what they do everyday. Jamarcus Williams, a supervisor and trainer, and Katherine Rountree, the midnight shift supervisor, explained the high-tech tools and practiced poise their colleagues use to place paramedics, police, and fire at the scene of emergencies.
Fast facts:
The Hamilton County 911 Center receives up to 2,500 calls each day
150 telecommunicators — call-takers and dispatchers — cover all of Hamilton County 24/7
You can call or text 911 with an emergency. New technology also allows callers to share live video with operators
You can monitor active incidents on the 911 Center’s website
The first, first responders
Both Williams and Rountree said the 911 Center’s lack of visibility hides their role as the first line of first responders. They field 2,500 calls each day across the county, and each call-taker hears dozens of reports about house fires, medical incidents, and other emergencies.
“We're not out there in the field,” said Williams. “But that important information to start someone's horrible day hopefully becoming better, starts with these call-takers.”
Once a call comes in, Williams said operators have one minute to give dispatchers the address, name, and phone number of the caller as well as information about the situation. Dispatchers then contact the necessary emergency services.
Call-takers often remain on the line to get a better sense of the situation, which can be frustrating for callers who think they haven’t sent help.
“Once we get the address and we figure out what is going on, immediately that information gets sent to our dispatchers and they're starting someone that way,” Williams said.
New 911 tech
Telecommunicators use a variety of technology, some brand new, to assess unfolding incidents and monitor the safety of callers. They can track cell phone locations, access live video of an emergency, and receive and send text messages. It’s a dramatic improvement for Rountree, who has worked at the center for two decades.
“It’s quicker if they don't know where they're at to get the location just by using our tools,” Rountree said. “Where when I first started, that was not something that we were able to do very quickly.”
Here’s a look at the tools telecommunicators use to quickly send help to the scene:
Livestreaming a scene: Software call Prepared Live allows 911 operators to send a link to a caller, which gives them access to live video from the caller’s phone camera when clicked. It’s helpful to instruct callers about CPR and first aid and to assess fires and car wrecks. Prepared Live can also translate text messages to help operators communicate with all callers.
Precision locating: RapidSOS, a cell phone tracking software, pinpoints the location of an emergency call. It can be as accurate as telling operators the floor of a shopping center callers are on or the apartment they’re in.
Texting 911: Texts come through as a phone call to 911 operators and display your message. Call-takers then assess the emergency like a typical call. While the 911 Center prefers calls, texting may be necessary in domestic violence situations and for reporting intruders.
A few tips to keep in mind
Even phones without cell service can still reach 911, and the center has received calls from kids playing with old phones. If you call 911 by mistake, stay on the line — otherwise call-takers may call back to know if there’s an actual emergency.
You can input health information, including medical conditions and medications, and emergency contacts into your cell phone. If enabled, that information will come through to call-takers when you dial 911.
Hamilton County needs more operators. Bruce Garner, a 911 spokesperson, said current employees frequently take overtime shifts, and the center is looking for a couple dozen new hires. He said the job is for people with a passion for public service who want to “help people for a living.”
Anyone interested in a 911 Center career can ask about openings through the center’s website. Garner said a virtual job fair is planned for January.