What does a 911 dispatcher go through when there has been an automobile accident? The following is a glimpse of a small time frame from a dispatch moment that could and has happened.
The phone rings, on the other end is a frantic traveler that is not sure where they are.
Dispatcher: “911, where is your emergency?”
Caller: “I don’t know; we were driving and we saw this van run into a car. It looks bad you need to hurry up and get here.”
Dispatcher: “Caller, I need to get a location from you.”
Caller: “I don’t know, we are on our way home.”
Dispatcher: “What road are you on?”
Caller: “Highway 17.”
Dispatcher: “Where do you live and where were you coming from?”
Caller: “We live in St. Louis; we were driving from my in-laws in Summersville.”
Dispatcher: “How far from Summersville are you?”
Caller: “I don’t know; we have been driving for a few minutes. Oh, just get help here! They look like they are hurt!”
Dispatcher: “Can you look around and see if there are any mailboxes or other roads around?”
Caller: “No, but we just went over an old bridge. It was metal and kind of a green color. We are just up the hill from that.”
Dispatcher: “OK. Can you also see a large barn that has some yellow writing on it?
Caller: “Yes.”
Dispatcher: “OK, I know your location. We are getting help on the way but I have a few more questions for you. How many people are hurt?”
Caller: “I don’t know. At least three that I see.”
Dispatcher: “Is everyone out of the vehicles? If not will they be able to get out?”
Caller: “No, and I am not sure if they can get out.”
Dispatcher: “Has anyone been ejected from the vehicles?”
Caller: “No.”
Dispatcher: “Is there any smoke or fire from the vehicles?”
Caller: “No but there is something leaking from the car – maybe antifreeze.”
Dispatcher: “OK, if you can, look at the patients and tell me how many seem to be hurt and if they are all awake.”
Caller: “There are two in the car and one man looks to be bleeding from the head. They are both talking, but I am not sure if his wife will be able to get out of the car. In the van there are also two people. They are talking to each other, but I can’t tell if they are hurt.
Dispatcher: “The most important thing is for everyone to stay as still as possible try not to move until help arrives.”
Caller: “Don’t move!” (yells out, without lowering the phone, dispatch hears it very well).
This dialog between a dispatcher and the caller would have taken place within a minute or less. The dispatcher will remain on line with the caller to give pre-arrival instruction, assist them in helping the injured and gaining further information. Thankfully, this caller although was not sure of the location, is more helpful than they know.
By knowing how many people were involved, that allows dispatch to know how many ambulances will be needed. The information of anyone that may be trapped allows the fire department to prepare before and while en route to the scene. If it is possible to get the extent of the injuries it allows the paramedics to decide if a helicopter may be needed.
The dispatcher was able to narrow down the location by asking key questions and knowing the area. Once the location was identified, tones were going off for the correct fire department and the ambulance for that area was being notified by other dispatchers. Next, law enforcement was advised. Now, as the dispatcher obtains new information, it is relayed to the responding units.
During this call, other dispatchers have fielded three other calls reporting the accident from people who had just driven by and seen it, or maybe had heard it happen.
Also, a field fire has started north of Licking on Highway C. With that, the fire department has been toned. During the tones for the Licking Fire Department, an officer has started a traffic stop. Now there is an accident with three agencies responding, a fire with one agency responding and an officer on scene of a traffic stop.
For each of these agencies, dispatch must keep track of their times and relay any information that is needed.
No time to rest; now the ambulance on scene at the accident near the bridge has decided a helicopter is needed and has radioed in requesting that the closest helicopter meet them. Dispatch calls and finds the closest helicopter to meet the ambulance. After advising the helicopter service what is going on and obtaining an estimated time of arrival (ETA), they then relay to the ambulance crew. Since a helicopter is lifting, the fire department must also be notified. The fire department for the area where they want to meet the helicopter will be notified and a landing zone (LZ) will be set up.
Whew, that is finished. But wait how is that officer doing? Is Licking Fire still fighting fire? Did that fire department hear the tones for the LZ? The allotted time has passed and they need a second tone. Helicopter dispatch just called in with an updated ETA. Did you hear that? Is that another ambulance call, this time in Roby?
When you see the emergency departments responding, there is always a common dominator and that is 911 dispatch. Four different departments may only have one emergency within the same time frame, but dispatch has four emergencies at the same time. Telecommunicators answer every call without knowing what the emergency is on the other end of the line. With answering a call, they are also mindful of the emergency personnel and their safety.
In a perfect world only one emergency would happen at a time, but as we all know, this is not a perfect world.
The Texas County Emergency Services office in Houston is funded by a 3/8-cent countywide sales tax approved by voters in 2013. Assistant director Terra Culley can be reached by phone at 417-967-5309 or by email at terraculley911@hotmail.com.
