Emergency
Services
and Telecommunications
How 9-1-1 Works
When
calling 9-1-1, the call is routed to the Public Safety Dispatch Center
in the Police Administration Building of 50 Jennings Road, where a Radio
Telephone Operator (RTO) answers the call. The RTO is required to state
their name and RTO number. It is always advisable to ask for the
Radio Telephone Operator's name and number if you do not hear it
properly.
The 911 computer displays the telephone number, name and address
associated with the telephone being used to call 9-1-1. This ability is
part of the Centers Enhanced 9-1-1 system, a feature is especially helpful for persons with speech impairments;
child callers or elderly persons whom are unable to fully communicate
their message or someone in an urgent or dangerous situation or are
unable to speak on the phone.
In cases where the caller is using a cellular phone, it is very
important to provide the location of the incident immediately. Cell
phones are directed to regional cell phone answering points (Hartford’s
cell 911’s now go to a State Police Barracks) and must be rerouted to
our center. In the near future we will receive the cell calls directly
to our center.
The RTO will ask vital questions while taking the information to assess
the situation. The call for service is then assigned a "Priority Code"
based upon the circumstances you describe.
The RTO then enters the information into the Computer Aided Dispatch
(CAD) system which routes the call
to the correct geographic police, fire and ambulance console for
dispatching. The CAD system prioritizes the call and selects the closest
police, fire or ambulance units necessary and available to respond.
During 'Crimes in
Progress' assignments, the Police will be dispatched as the caller
remains on the phone continuing to provide additional information to the
RTO.
During medical
calls the RTO is trained to assist the caller with some limited medical
direction.
During your 911
call, should a problem be encountered with a RTO, or
the service you receive is unsatisfactory - PLEASE dial 9-1-1 again and ask
to speak with a supervisor. The Supervisor will assist you with
your complaint and/or problem. It is helpful if you have the name
and number of the RTO you dealt with when speaking with the supervisor,
but not essential.
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