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1. How does an emergency call work?

At the Public Safety Answering Point (PSAP), the operator verifies the caller's location, determines the nature of the emergency, and decides which emergency response teams should be notified. The emergency dispatcher uses location information provided by the caller's telephone through enhanced 9-1-1 landlines and cellular telephone to the proper public safety agency to alert responder personnel.

The primary PSAP for Loudoun County is the Department of Fire and Rescue, and answers for the entire county. If the call is for a law enforcement-related emergency, the caller is transferred to a secondary PSAP such as the Loudoun County Sheriff's Office, Leesburg Police Department, or Virginia State Police for help.

Although the Department of Fire and Rescue operates the PSAP, they also function as the Emergency Communications Center (ECC) for the fire and rescue system. Once the call is determined to be fire and rescue-related, personnel in Fire and Rescue ECC alert the appropriate emergency response team. During emergencies, radio systems frequently are used by emergency units at the scene to coordinate activities among all emergency fire and rescue personnel and with dispatchers in the ECC.

2. When should you call 911?

911 is for emergencies, potential emergencies, or when an emergency is imminent. Ask yourself:

• Is there a danger to life or property?
• Is there a serious medical emergency, (chest pains, seizures, bleeding, etc.)?
• Is there any type of fire (building, vehicle, brush, etc.)?
• Is there any crime in-progress (robbery, burglary, prowler, fights, etc.)?
• Is there any other life threatening situations (traffic accident with injuries, stuck in high water, etc.)?
• Is the caller or someone else the victim of a crime?

You should call 911 anytime you believe there is an actual emergency. If you are unsure, call 911 and the dispatcher can assist you.

Please do not call 9-1-1 to report that electricity or other utilities are off; to notify authorities of traffic jams; to inquire about government services or to learn general information.

3. How can callers help the 911 dispatchers?

When reporting an emergency:

• Remain calm
• Speak clearly
• Listen to instructions
• Answer all questions

The person answering 911 calls is a trained dispatcher. They have been trained as to what questions to ask. Be prepared to follow the dispatcher’s line of questioning. (For example: What is happening, where the situation is occurring, when did the incident occur, who is involved, what injuries have been sustained, etc.).

4. What number do I call for non-emergency assistance?

The Emergency Communications Center has several non-emergency telephone lines that are accessible to the public. For all non-emergency situations, please call 703-777-0637. Examples of non–emergency calls would be:

• Testing of a fire alarm
• Reporting school fire drills
• Reporting a controlled burning

5. Why do dispatchers ask so many questions?

Dispatchers ask for pertinent information first – address, type of call, name of caller or those involved. Once the initial information is obtained, additional questions may be asked depending on the type of call. The questioning will not slow down the dispatching of the appropriate assistance. In emergency cases, this information is relayed immediately to field units so they may begin responding to the incident, while the dispatcher remains on the phone to obtain further details that are also relayed to the responding units as it is gathered, in real time. The dispatcher will further assist callers requesting medical assistance by giving emergency medical instructions to them on how to administer life saving techniques such as CPR, delivering a baby, or other medical emergencies.

6. What should I do if I call 911 by mistake?

If you call 911 by mistake, do not hang up. Stay on the line and tell the dispatcher that everything is all right. If a caller to 911 hangs up without stating the problem, the caller must be contacted in order to ensure that no actual emergency exits. This may involve the dispatching of a law enforcement agency to your home or place of business in order to ensure that a problem does not exist. One common misconception that people have about dialing 911 by mistake is they will somehow get into trouble, this is not true.

7. Who does the center dispatch?

The Emergency Communications Center dispatches for the Department of Fire, Rescue and Emergency Management system that is made up of 17 volunteer agencies operating out of 20 stations. These departments serve a population of about 270,000 over a 517 square-mile area.

8. Can the center communicate with the speech-impaired and hearing-impaired?

Yes. The Emergency Communications Center is equipped with a Telecommunication Device for the Deaf (TDD) that enables typed communications with the caller.

9. Can I call 911 from a pay phone?

Yes. Telephone companies provide free-of-charge access within a 911 service area from all coin phones.

10. Can I call 911 from a cellular phone?

Yes. When 911 is dialed on a cellular phone, the call is routed to an Emergency Communications Center based on cellular tower site location. Depending on the type of call, geographical area and other factors, your call may need to be transferred to another jurisdiction. Cellular 911 calls from Loudoun County are often routed to towers in other jurisdictions, and vice-versa. If the call is determined to be in another area, your call will be transferred immediately to the proper jurisdiction.
Based on the level of information given through the cellular carrier, the dispatcher will have the ability to see the caller's approximate location. This information is displayed for the dispatcher on a map of Loudoun County so that additional information can be given to responding units. This is especially critical in cases where the caller loses communication or is lost or unfamiliar with the location.

11. I speak a foreign language. Can the 911 center communicate with me during an emergency?

The Emergency Communications Center uses a services from Language Line Incorporation that provides over-the-phone interpretation of more than 150 languages, 24 hours a day, seven days a week.

12. Can I send a text to 911?

Beginning Tuesday, March 1, 2016, the Loudoun County Emergency Communications Center will have the capability to receive text messages to 911. Public safety officials encourage anyone who has an emergency to place a voice call to 911 whenever possible. Call if you can, text if you can't.

During a fire, medical or police emergency, you should send a text to 911:
1) If you are deaf, hard of hearing or have a speech disability;
2) If you cannot speak due to an injury or medical condition;
3) If you are in a threatening situation and a voice call could increase the threat; or
4) If you cannot make a call because your mobile phone reception is poor.

More information about text to 911 is online at www.loudoun.gov/text911.