Voice 9-1-1 Calls

When you call 9-1-1, your call is routed to the appropriate 9-1-1 call center for your location.

Information about the call may also be transmitted to the call center, if available:

• Location information, including the caller's address or the caller's estimated latitude and longitude.

• The name of the phone's subscriber.

• The call-back number for the phone.

Even when location information is available, the call taker will verify your location to make sure the information is correct. Be prepared to provide the following information:

• The location of the emergency, including the street address and room/apartment number

• The phone number and location you are calling from

• The nature of the emergency

• Details about the emergency, such as a physical description of the person or persons involved, the presence of any weapons or other dangers, or a description of injuries or symptoms being experienced by a person having a medical emergency

Depending on the nature of the emergency, the call taker may stay on the line with you until first responders arrive. Every call center has the ability to dispatch emergency personnel to your location even while they stay on the line with you. The call taker may ask additional questions or provide you with instructions. These questions and instructions do not delay the emergency response, and they are intended to keep you and the first responders safe. Always do your best to answer the call taker's questions and follow their instructions.

Most 9-1-1 centers in Colorado use interpreter services to allow them to communicate with someone who does not speak English or prefers to communicate in a language other than English. When receiving a 9-1-1 call from someone who does not speak English, the call taker will initiate a three-way call with the interpreter service. The interpreter service may help the call taker determine which language is being spoken by the caller, if necessary, then they will transfer the call to an interpreter that is trained to interpret between the 9-1-1 call taker and the caller.

Sometimes the 9-1-1 call taker will receive location information for a 9-1-1 caller, and sometimes they don't.

Receiving accurate and precise location information is particularly difficult for wireless 9-1-1 calls. Location information isn't always available to the 9-1-1 center for wireless calls, and when it is available the accuracy can vary. Expect the 9-1-1 call taker to ask for your location.

Why can Uber (or Lyft, Grubhub, etc.) find me, but 9-1-1 can't?

The 9-1-1 system, as it exists today, uses different methods for determining your location than your smartphone does for ordering a ride share, food delivery, or other location-based service. Sometimes the 9-1-1 system is able to determine your location just as accurately as commercial services do, and sometimes it isn't. Always be prepared to provide your location to the 9-1-1 call taker when you call 9-1-1.

Smartphone users may also consider downloading an app that will help them describe your location to the 9-1-1 center, such as What3Words.

Different types of phones have different requirements for being able to call 9-1-1:

Landline phones: Traditional landline phones must have a dial tone to be able to call 9-1-1. If there is no dial tone because the service has been disconnected or there is an outage, you will not be able to call 9-1-1.

Voice-over-Internet-Protocol (VoIP) phones: VoIP phones require an active service plan and an active Internet connection in order to call 9-1-1. Some VoIP phones may have a battery backup that will allow it to work during a power outage, but some may not. Check with your service provider to understand the limitations of your service's capabilities.

Wireless/Cellular phones: Cellular phones require a connection to the cellular network to call 9-1-1. You can call 9-1-1 from a cell phone even if your phone no service plan or has run out of minutes. However, you cannot call 9-1-1 from a cell phone if:

• You are out of range of the cellular network

• Your phone has a discharged battery or is out of power

Tips:

• If you cannot make a 9-1-1 call because you are out of range of the cellular network, you may still be able to make a text-to-911 call.

• Because you can make 9-1-1 calls from phones even if they have no service plan or are out of minutes, your old cell phones do not make good toys for children!

Different 9-1-1 centers use different protocols for collecting the information they need. Depending on the nature of the emergency, the call taker may ask a number of different questions. The purpose of these questions is to keep you safe and to ensure the safety of the first responders.

Every 9-1-1 center in Colorado is capable of dispatching first responders even while the call taker remains on the line with the caller. In some cases, the call taker may stay on the line with the caller until first responders arrive. Also, depending on the nature of the call, the call taker may provide you with instructions. These instructions are intended to keep you and the first responders safe, so it is important to answer all of the call taker's questions and follow their instructions to the best of your abilities.