I know it is hard to believe, but 9-1-1 does not have all the answers. Nor should they.
I have spoken before about how 9-1-1 has become a number for everyone to easily dial for the catchall answers. However, this should never happen, but does more and more. Below is an example of just a short period of time for one shift, this winter season.
Myrissa: “9-1-1, Where is your emergency?
Caller: “Its my husband he just came in from stacking wood on the porch, he is having a hard time catching his breath.”
Myrissa: “What is the address you are at, so I can send help?”
Myrissa was able to calm the caller down enough to obtain the address and the caller’s name, Clara. As she was obtaining information and providing pre-arrival instructions, Megan sent EMS just before answering the next call ringing in.
Megan: “9-1-1, where is your emergency?”
Caller: “I don’t have an emergency, but could you tell me what the road conditions are out toward Kansas? I am due to make a trip out there today.”
Megan: “I am sorry I don’t, you may have to check online or call for Missouri or Kansas road conditions.”
Caller: “Well, can you look it up for me and just let me know?”
Megan: “I cannot, and if you do not have an emergency, I am going to have to release the line.”
Megan had to release the line to answer one of the two other emergency lines ringing in. As she was hanging up, she heard the caller yell an absurd profanity. As Megan’s partner answered one of the two calls, she answered the other.
Myrissa: “9-1-1, Where is your emergency?”
Caller: “I just drove by and saw that a car drove off or slid off here by the guard rail.
Megan: “9-1-1, Where is your emergency?”
Caller: “I just wrecked!”
Both dispatchers received a call about the same call as they compared and made sure Myrissa released her caller after obtaining the location and information. Since Megan had the driver on the phone, she stayed on the line with them to ask more questions and help the caller while Myrissa sent the ambulance, fire department and law enforcement. As the phone is ringing in the background.
Myrissa: “Where is your emergency?”
Caller: “I already told you I don’t have an emergency, but you will if you hang up on me again!”
Myrissa: “Sir, I have not hung up on anyone today, how can I help you?”
Caller: “Well you or someone there did.”
Myrissa: “Do you have an emergency?”
Caller: “No, damn it, I just need to know what the road conditions are if I can make it to Kansas or not!”
Myrissa: “I apologies sir, I do not have that information, and if you do not have an emergency, I am going to have to release this call.”
Caller: “What good are any of you then if you can’t…”
Myrissa released this caller and continued to talk to responders about the accident. As the phone rings again. She answers it as Megan is talking to the driver of and updating responders.
Myrissa: “9-1-1, Where is your emergency?”
Caller: “We are at home, my wife had an appointment this morning and we were almost to the car, and she fell, I think she may have broken an ankle, she is just in agony when I try to get her in the car. I am sorry but I think I need an ambulance to help and to check her.
As Myrissa was obtaining address and patient information Megan was getting off the line with her caller as responders had arrived. She went on to send out an ambulance and the first responders from the fire department while Myrissa was able to finish giving instructions to the caller and his wife. As the phone is ringing.
Megan: “9-1-1, Where is your emergency?”
Caller: “I am out of propane, and it is getting cold in the house.”
Megan: “Have you called your propane company?”
Caller: “I called them last week and they still have not made it here, and I need some propane.”
Megan: “Do you need help to be transported somewhere?”
Caller: “No I have my own car and know how to drive; I just need the propane company to bring some propane.”
Megan: “I understand however this in an emergency line, you may need to call the propane company again and talk with them.”
Caller: “I have already tried that, and they are not here.”
Megan: “I am sorry, but there isn’t anything I can do.”
Caller: “Can’t you just call them and have them to bring me some?”
Megan: “No, sorry, and I am going to have to release the line for emergency calls.”
Throughout dispatch went on to answer calls such as:
Will the DMV be open today? I have tried to call but no one answered so I called you.
Will they be clearing our road? I have to get to work later and want to make sure I can get out.
My internet has been off for about an hour, do you know what is going on with it?
Will they shut my electricity off if I forgot to pay it and it is this cold?
There are many calls that could sound like they may not be an emergency at first, but that is why the questions are asked. If someone does not have propane or a way to have heat, dispatch will make sure no one is experiencing a medical emergency that would need transportation. This is the same for electricity, the question about medical conditions such as depending on it for oxygen could always be an emergency. When a call an emergency call rings into dispatch, no one knows what will be happening on the other end of the line until it is answered, thus every call is answered the same and treated as an emergency until it is determined otherwise.
9-1-1 dispatch does not have the power to make sure the internet stays on. Nor do they have the authority to stand over the hard-working individuals that keep the electricity on. We are very grateful to them and there have been many times that they have worked endless hours day and night to make sure the electricity is restored. Dispatch does not have a secret way to look at road conditions for Missouri or another state, if time allows it is looked via internet or calling. I encourage everyone to be prepared, including having information or phone number for when the weather changes or arrives. If you do not have a phonebook or a list of phone numbers that you may need, make the list, or save them in your phone.
Winter is one of the harder seasons for everyone, but especially the First Responders. Dispatch must answer, prioritize, instruct callers, document, and dispatch a response for every call. The field responders are always on the ready and let me express the gratitude that dispatch, and all should have for these hard-working individuals that respond no matter the conditions. January 22 was a prime example of many communities and agencies working together. There where a total of 105 calls into dispatch this day. Every ambulance in Texas County and surrounding counties were busy. There were many times that an ambulance from another area responded to a call outside of their district to help the citizens. Law enforcement and fire departments were responding to calls that they normally would not be dispatched to. They were vital in helping until EMS could arrive or just assist in general. All together proving living in this small rural area is a great place to be.
The Texas County Emergency Services office in Houston is funded by a 3/8-cent countywide sales tax approved by voters in 2013. Director Terra Culley can be reached by phone at 417-967-5309 or by email at terraculley911@hotmail.com.
