How Does 9-1-1 Work?

When you call the Rogers 9-1-1 Center from a phone installed at a residence, business, or a pay phone, the phone number of the phone determines which 9-1-1 center you reach. Each 9-1-1 center has certain phone numbers assigned to it based on the geographic location and jurisdiction of the caller.  9-1-1 calls from a cell phone go through a different process.  Because cell phones are routed through cellular towers, it is sometimes difficult to ensure that they go to the correct jurisdiction.  Even if your cell phone call goes to the wrong 9-1-1 center, dispatchers will quickly determine your location and reroute the caller to the correct dispatch center. 

In rural Benton County, 9-1-1 calls will go to CenComm, but then will be transferred to Rogers 9-1-1 for medical emergencies where a Rogers Fire Ambulance is dispatched.  In this case, you may speak to more than one 9-1-1 dispatcher.  The Rogers 9-1-1 center is equipped to handle emergency calls from the hearing or speech impaired through Text Telephone (TTY) devices.  The AT&T Language Line also allows us to manage emergency calls from those residents who do not speak English. 

1.  What is the address of the emergency?

2.  What is the telephone number you are calling me from?

3.  Okay, tell me exactly what happened.

Questions #1 and #2 will usually be followed with a request for the caller to confirm the address and phone number.  This is NOT a sign that the dispatcher isn't listening.  Rather, it is a thorough dispatcher collecting information as they are trained to do. 

While we ask the questions, we are entering the information into a computerized dispatch system. Other dispatchers can see that information and send help to you while we are still talking to you on the phone. Remember that answering questions does not delay response. We will often keep you on the phone and obtain more information to give the responders. For example, it often helps the paramedics on the ambulance to know what kind of medication the patient takes every day. The patient might be having a breathing problem that is unrelated to the medication, but that information will improve the quality of care the paramedics can provide.