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What Happens When You Call 9-1-1?

SJFD's Public Safety Radio Dispatcher Scarlet Darmousseh walks us through a 9-1-1 call.

If you’re reporting a fire or medical emergency in the City of San José, San José Fire Communications dispatchers are here to help. While one dispatcher speaks with you on the phone, another dispatches emergency units to your location. Calling 9-1-1 can be a scary experience, but this feeling of fear and helplessness can be reduced by knowing what to expect when you speak with a dispatcher.

Talking with our dispatchers does not slow down the response time to your emergency. During this time, it’s important to stay on the phone, answer all of the dispatcher’s questions, and follow their instructions. This will allow the dispatcher to assist you as quickly as possible, update responding units, and then be available to take a call from the next person needing 9-1-1 assistance.

REPORTING A FIRE OR MEDICAL EMERGENCY

When you call 9-1-1 in San José, you will first be connected with either the California Highway Patrol or San José Police Department, depending on your location. If you require fire or medical assistance, you will be transferred to SJFD’s Fire Communications Center. Our dispatchers will then ask you a series of questions based on the emergency being reported. These questions are predetermined by the Medical Priority Dispatch System and Fire Priority Dispatch System.

Fire Emergencies

If you’re reporting a fire emergency, be prepared to answer the following questions:

  1. What is the address of the emergency?
  2. What is the phone number you are calling from?
  3. Tell me exactly what happened.
  4. Are you at the location now?

The dispatcher may then ask you additional questions. These questions will vary based on the specific emergency you’re reporting. This will allow the dispatcher to provide you with instructions relevant to the emergency you are reporting. These instructions can include, but are not limited to, helping people trapped in a structure fire, sinking vehicle, or wildland fire.

Medical Emergencies

If you’re reporting a medical emergency, be prepared to answer the following questions:

  1. What is the address of the emergency?
  2. What is the phone number you are calling from?
  3. Tell me exactly what happened.
  4. How old is the patient? Male or female?
  5. Is she or he awake?
  6. Is she or he breathing?

The dispatcher may then ask you additional questions. These questions will vary based on the specific emergency you’re reporting. This will allow the dispatcher to provide you with instructions relevant to the emergency you are reporting. These instructions can include, but are not limited to, helping people with breathing difficulties, CPR, Heimlich techniques, and delivering babies.

IMPORTANT EMERGENCY & NON-EMERGENCY PHONE NUMBERS

Emergencies | 9-1-1
Suicide & Crisis Lifeline | 9-8-8
SJPD Non-Emergency Hotline | 408-277-8900
Non-Emergency City Services | 3-1-1
Arson Tip Line | 408-272-7766
Poison Control | 800-222-1222
Text-To-911

Sign Up for Emergency Notifications via AlertSCC

AlertSCC is a powerful mass notification system that is used to send emergency information and instructions to anyone who lives or works in Santa Clara County. It’s a free and easy way to get emergency alerts sent directly to your cellphone, landline, or email.

AlertSCC provides information on a variety of emergency situations, including:

  • Wildfires and subsequent evacuations
  • Shelters, transportation, or supply information following a major disaster
  • Other public safety incidents that immediately affect your neighborhood

To learn more about AlertSCC or to sign up, visit www.AlertSCC.org.

Interpreter Services

To meet the needs of our community, our communications center uses an interpreter service that assists callers whose first language is not English. Fire Communications dispatchers utilize language interpreter services provided by Voiance. When a non-English caller is on the line, the Voiance service is accessed by the dispatcher. When the language is known, the dispatcher can connect directly to an interpreter for the most encountered languages. Otherwise, a Voiance operator assists with the identification of the language and patches the call to an available person meeting the language required. The dispatcher then proceeds to follow protocols with the interpreter’s assistance.