*Editor’s note: This is the first installment in a monthly column series produced by Texas County Emergency Services director Susan Hale and assistant director Terra Culley.
Greetings! Just a few words to welcome you to our Texas County Emergency Services monthly column.
We will be sharing 911 information, advisements and education for you each time, whether it be how to answer the questions the dispatchers ask you during an emergency call and why they ask these specific questions, to information about controlled burns or a non-emergent need to speak with an officer.
There are some calls that “bounce” into Texas County 911 when the caller is actually from another county such as Wright, Douglas, Laclede, Dent or Phelps. When this happens, we have the capability to take your information with you still on the line and transfer your call to the correct agency, so that your emergency call or request is handled appropriately.
How many calls do we get? So far in 2018, 12,531 – that’s how many times a Texas County 911 dispatcher has answered a call and asked, “Where is your emergency?” just this year.
There are three main questions regarding calls to 911.
1. What does 911 do?
We answer all calls made to 911, including emergency and non-emergency.
We take care of dispatching for fire, police and EMS departments. There are 13 separate fire departments that have coverage area within Texas County. There are three separate ambulance services with in Texas County, with four ambulances based in the county. And there are six separate law jurisdictions: The Houston, Licking, Summersville and Cabool police departments, the Texas County Sheriff’s Department and the Missouri Highway Patrol.
The county is divided up with boundary lines to serve as a guide as to what agency or unit needs to respond.
2. Why does 911 ask so many questions?
The main questions a caller is asked are:
•Where is the emergency?
•What is your phone number?
•What happened?
•What is your name?
The reason for all these questions is to assist you to the highest level, and to determine which unit to dispatch and to help the responding units prepare. Dispatchers stay in radio contact and update all responding units to changing conditions.
Another very important reason for the questions is to provide correct pre-arrivals to citizens to assist until help arrives. Pre-arrivals are instructions to help; they can be anything from controlling bleeding, how to do CPR, or a little task to complete such as gathering a list of medication. Even if a person has never had a CPR class, a 911 dispatcher can advise you what to do, step by step.
3. Does 911 know where I am located by my phone number?
Yes and no. If you are using a landline phone, then the address will locate. A caller will still be asked to verify the address and phone number. But if you are using a cell phone, then only a close address or cell tower location is received. With the close address, sometimes it’s correct sometimes it’s not.
Additional tip: If you accidently call 911, stay on the line and talk to a dispatcher. Advise the dispatcher that it was an accident. If you do hang up, a dispatcher will call you back. If you use a cell phone to dial 911 – whether accidental or intentional – some may stay in 911 mode until it is canceled. 911 has no ability to lock or unlock a cell phone that is in 911 mode.
We are both looking forward to this new journey as director and assistant director for Texas County Emergency Services. At this time there are eight full time dispatchers (10 counting us, as we also are trained and fill in when needed in dispatch), along with one part time dispatcher and two in training.
We are accepting applications for more dispatchers and going through a selection process for interviews.
If there are any questions or concerns, our doors are always open. The office is open Monday through Friday from 9 a.m. to 5 p.m., or you can call 417-967-5309.
The Texas County Emergency Services office in Houston is funded by a 3/8-cent countywide sales tax approved by voters in 2013. Director Susan Hale and assistant director Terra Culley can be reached by phone at 417-967-5309 or by email at texascounty911@hotmail.com.