I am a 911 emergency dispatcher and advanced EMT - AMA!

You mentioned that you get a lot of pocket dials. How do you distinguish between a pocket dial and someone that has perhaps called 911 but is unable to talk either due to incapacitation, or because of the situation they are in?

For example someone is being abducted and has managed to call 911 by reaching in to their pocket but does not want to alert the kidnapper?

Also, what would you do in this situation.. Track the call? Is it even possible to track it accurately enough?

Thanks for doing this AMA :)

We listen as long as the line is open to see if anything is alarming. We can ping your location (if the line is open long enough) almost completely accurately. It also depends on how many cell towers are around, and a few other factors. We incorporate all of that into the call. Most of our cities will send an officer out to that location for a hangup to check if everything is 10-4. I had one woman call me from a disconnected cell phone who was locked in the basement. It's the only time I've had someone call from a disconnected cell and have it be an actual emergency.

You're telling me that you can triangulate the location given enough time? Hollywood is right?

We can be close, but it's not like Hollywood. And it comes up as a coordinate, not an address.

I have a friend who is a dispatcher and he can never talk about his calls because of confidentiality. Seems to always be in a shitty mood when the boys get together. How do the people in your life help you cope with the stress of knowing all these terrible things?

This is a great question. It's a burden everyone has to share and understand. It's great to have one person to unload with, but that is a hard position to be in. I volunteer in the community and do extra-curricular service to remind myself that there is still good in the world.

are dispatchers required to keep all calls confidential? or is that a rule that can be specific to the location they work in? my girlfriend's brother is a dispatcher but often shares stories about the calls he gets while working.

We cannot give specifics, like names, locations, plate numbers, etc. But I think sharing stories perpetuates education.

Are there any specific situations that you remember that have left a profound impact on your life?

It's the small things for me - a little old man thanking me for reporting his car recovered, or child crying after their parent starts to breathe again. Preserving a life is just as important as saving one.

One specific one - there was a little old lady whose son was trying to break into her house and harm her. I stayed on the phone with her for almost thirty minutes while the police secured and scene and arrested him. She was very sweet. We talked about her grandchildren, what she was making for dinner, and other things. I am glad I was able to offer comfort in her terror.

You only mention the positive scenarios...How are you changed by the negatives? My wife is also a dispatcher, and I can tell you that there have been some calls that have been hard to shake...Weeks later, still thinking about them.

Every time there is silence after yelling, I wait for a gunshot. No matter where I am.

Yeah, some of the most consistently hard calls to take for my wife are anything involving family and domestic violence. When it comes to things like car accidents or accidents at work, there's an element of randomness to them...They're still hard to take, but it's not the same as exactly the kind of scenario you describe.

I can't take wailing parents. Kids I can handle, but hearing a parent mourn for a child gets me. I think it's because I'm childless and I can't even imagine anything happening to my imaginary children.

How often do you get prank calls/other assholes?

I have never gotten a prank call, but NO JOKE, almost 60% of our call volume are pocket dials.

How do you know these aren't hostage situations? I'm guessing you'd have to listen for a while before deciding that it was a pocket dial?

We keep an open line for as long as we can while we get the approximate location. We have questions we can ask to determine if there is a questionable situation. I have only had a handful of times where a child will call and keep the line open so we can hear mom and dad fighting.

As long as you can. I'm assuming you mean until there's another call waiting?

Yes, or unless we know it's a pocket dial or a child munching on the phone buttons.

Posted the following elsewhere in the thread to a dispatcher colleague of yours, but of course I want your thoughts as well.

My thoughts have always been to tap SOS in morse on the mic/phone to indicate that it's an emergency. Would you pick up on this?

I probably would not, but I do not know morse code, and I encounter way too many toddlers playing on the phone. I have seen people push buttons to indicate numbers when they can't speak, however. Like hitting a digit four times to indicate 4 as the first number of their address.

pocket dial?

Yup. Lots and lots of accidental dials.

I worked at a retail store where on average someone would call 911 from the store once every couple months. You have to hit 9 to call out and then 1 for the area code. At that point you are one accidental double tap of 1 away from calling 911. Hanging up imediately doesn't do anything as the call still registers on 911's end and we receive a follow up call or a police visit to check things out.

Yup. There is probably a note in their system (like in ours) that says you have a history of hangups. That's our first clue. You're not the only one that has problems with that.

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Yes, yes, yes. We have to call you back twice, it wastes so much time.

This has happened to me before with my iPhone 4s. It jostled in my pocket and somehow the emergency button on the corner was pressed. They called me back and I told them it must have been an accident haha, I felt terrible.

Thank you for actually answering! It's part of our protocol to call back twice and make sure you're okay. It goes faster if you just answer and give us the information we need, or better, secure your phone. :)

I don't know if you know the answer of this question, but here it goes:

If person A is unconscious and person B calls an ambulance on A. A woke up in hospital and find out that he owes thousands of dollars to the hospital, can he refuse to pay because he did not agree to the service? (again, he was unconscious) And will B be responsible to pay the ambulance fee since B is the one who call the ambulance?

By being in a state of unconsciousness, he is giving what is called "implied consent", which means he can be treated to the necessary extent. As for the bills, well...pray they have insurance. Welcome to the American Healthcare system.

Great question, though - I haven't worked in a hospital, so I don't know anything past the pre-arrival care. Ask a nurse, they're the best.

As someone who just finished my EMT-B training, I found it funny that implied consent also applies to unconscious attempted suicide victims.

Yup! Makes it easier than trying to talk someone into it, right? Especially if they can't answer back.

Context.

Whoops.

Dispatch, medic one, permission to use toilet?

Standby, medic one.

I was on a jury recently, and when the lady called 911, the dispatcher spent, literally and no joke, about 2 minutes of the call trying to understand the caller's name, ignoring the problem being reported.

What the hell was up with that? I couldn't keep a straight face :( It seemed wildly inappropriate

Edit: transcript removed

It is part of our protocol to get contact information, including a name. That dispatcher should have abandoned the last name and kept the first - inexcusable for the situation. There is what is called a "shunt protocol"; we use it for certain situations, like the caller being in danger. The dispatcher should have gone straight there rather than dwelling on her contact information.

If I were to call in the middle of an emergency, besides remaining calm, what other things can I do/say/know to make your job easier and efficient?

Please don't tell me your life's story. You would be so surprised how many people start babbling on about irrelevant details. If I ask you a question, answer it with the minimum acceptable answer. Don't tell me how your aunt's ex-boyfriend's godchild had this happen to them once. The best thing you can do is listen and follow directions.

What made you decide you wanted to be a 911 emergency dispatcher?

I was am EMT, and I loved it, but my body isn't able to lift, carry, or stand for long periods. Dispatching is a great alternative to little weaklings like me.

What do you think causes dispatchers to flip out on the caller? Example.

Oh, a lot of things. Many of us work 8,10,12,14,16 hour shifts - those hours get /long/. People call the emergency line for so many innocuous reasons; it really does try your patience sometimes. Also, many dispatchers lose the understanding of how connected they are to actual emergencies. It's easy to forget after sitting at a console for hours on end.

Also remember that dispatchers are people. We stress about what's going on at home, or about that test result from the doctor, or if the kids are destroying the house. We are affected (and often abused) by callers. It gets to us.

What this dispatcher did was inexcusable. I am in no way defending his actions.

What's your most common dispatch?

Unspecified law, definitely.

Can you clarify? What does that mean?

If I had to guess(former 911), I think OP means calls where people have questions about the law, custody exchanges, traffic complaints, civil matters, area check requests. The list goes on and on. Basically where a law isn't necessarily being broken, but the public is requesting police assistance.

Yep.

It means anything from a parking complaint, to a reckless driver, or even a noise complaint. Anything a police officer needs to respond to that isn't priority.

What were the circumstances of the most terrifying call you ever received? And to end on a positive note, what was the funniest?

Hearing a man beat a child to death with the handle of a spatula.

There was a woman who called me in a complete panic because she was locked in her car. Spoiler: she was fine.

I have been on the job as a 911 dispatcher for 4 months now. I take my call taking release test tomorrow and then move on to radio training in a few weeks. Do you have any advice for newbies in the field? I have noticed the stress starting to come home with me and sometimes I get anxious about going back to work. Any tips for how to handle the stress/anxiety?

EAT and SLEEP. Take responsibilities for your mistakes and LEARN from them. Make sure you have an outlet like a hobby or a trusted friend. Leave work at work. Make sure someone knows how you're feeling.

Best of luck!

I have a severe allergy to aspirin (actually all NSAIDs) and some antibiotics and my doctor wants me to wear a medical necklace/bracelet. I hate wearing jewelry and thought about getting it tattooed on my wrist instead. Is this something an emt would notice? Do you notice medical bracelets? I have a card in my wallet too, but that seems easily overlooked.

I always check. I wouldn't bet on the wallet, it's not usually checked in the heat of the moment. A tattoo is a great idea.

What is the most rewarding and best part of your job? :)

When you hang up after a stressful call, and everything turned out okay - that moment of being able to breathe again. Also, my coworkers; I adore them. :) They become your second family after all of the time you spend together.

It must be a very rewarding job! Thanks for your kind answer and enjoy your flight ! I also have a lot of time to waste in an airport today! :)

Thank you! Enjoy your waiting!

So...any weird/creepy/paranormal experiences?

I had many as a mortician, none as a dispatcher.

You've had some interesting careers. How did you become a mortician and why did you choose to change careers?

I went to mortuary science school. Working in this social climate is difficult for a young female. I did my best, but it didn't work out for me. I may try again if I move out of state. Plus, lifting all of that dead weight was hard.

"Working in this social climate is difficult for a young female."

Could you expound on this?

I'm a 22 year old female. It's not that I'm female, it's that I'm young. Here, the funeral industry is predominately male and family owned. Not married to the owner's great-grandson? No job for you.

How would you describe your personality during the job? What do you think of cops that act like complete assholes during the job?

Oh, there are those few. But they are usually very kind toward us. After all, we decide what calls they go on. Wanna be a douche? Vehicle recovery for you.

I try to be as upbeat and pleasant as possible. You are sometimes the only person that has been their whole day. One calm voice can anchor a stressful situation.

Hi! Thanks for answering our questions. I was wondering if you have ever had a caller who is so distressed that they can't give you the information you need? For example, if there has been a shooting and the person calling is screaming, or if someone has to whisper in a hostage situation? When I witnessed a car accident recently, I called 999 (I'm in the UK) and I struggled to keep my voice from shaking despite the fact I didn't know anyone involved. What do you do in situations where the caller is hard to hear? Thanks!

A study conducted (and my experience agrees) that only about 7%-10% of people are completely impossible to communicate with. Many are either eerily calm or upset, but able to speak. Shaking voices are normal for me to understand. I always take a moment and ask my caller to take a breath to sturdy themselves.

We also have the convenience of radio and phone playback, so if I missed something important, I can listen back to the recording rather than call again.

What would you say are some major flaws in the system?

So many pocket dials...

Hmm. There are a lot of little flaws, but the 911 system has really come a long way, even in the last ten years. My only complaint would be staffing, but that is nobody's fault. I would also like better communication with our officers and a specified training program for the center.

Why are some shifts so long how do you recover from one? And do you have any tips for me, my EMT education starts in february?

If there is a major incident going on (shooting, standoff, abduction, etc), then I stay to help. We are constantly short-handed. People don't stay because it's a hard job.

It is hard for me to decompress. I spend time with my family and my dog. Make sure I eat and sleep. It's easy to get burned out.

Pay attention and ask questions! The broader your understanding, the more competent of a caregiver you will be. Best of luck!

Why are you stuck at the airport?

I am currently at MCO in Florida coming home from a decompressing vacation with my family. My job is one of the biggest reasons I went down there.

That sounds hilarious. I'm at home, currently in bed with some milk and a handsome cuddle buddy.

I'm her sister. Not a random asshole.

She is my sister, but she is also an adorable asshole.

Lucky. I'm may lose my mind sitting here.

Do you remember the people who you tried to help and wonder what happened to them? My mom died tragically two weeks ago and I've wondered how the 911 operator and EMTs who tried to save her are doing. (Thank you for doing the job you do.)

I wonder all of the time, but I can't at the same time. You can't carry baggage over from the day before - it may mean someone's life the next day. But to answer your question, I do cry sometimes, or excuse myself to the quiet room and pick up the pieces before returning for duty.

Is it scary ?

It can be.

How much discretion does the dispatcher have in determining the amount of resources to assign to a call? I live in a high fire hazard rural area; when there is a fire call here they tend to roll everybody with a shovel or hose.

It really depends on the dispatcher. Where I work, we dispatch for seven different cities. We send the minimum amount of resources possible, because changes are very high that they will be needed somewhere else.

It also depends on the call. If a child is abducted, more resources are called out (including off-duty officers) because it is time-sensitive.

Hi, thanks for taking time to do this AMA.

I'd like to know your opinion on this case where a police officer contacted a 911 dispatcher to disregard an incoming call. Long story short. A suspect in the back of a police car begins to show signs of unrest. The suspect's wife calls 911, but one or more of the officers think the suspect is "putting on somewhat of a show" to advert the situation he is in, so the police officer interjects by calling the dispatcher to disregard the call. Put yourself in the shoes of this dispatcher, how do you think you would have handled this situation?

https://youtu.be/0GyZFL67cQw?t=476

Hmm. It poses an interesting dilemma. I have been trained to take every call as if it were a legitimate emergency, but after handling so many false or untrue emergency calls, it is an honest relief when we're told to disregard. One less thing to worry about.

But at the same time, the dispatcher isn't on scene. We only know what we're told, which is why we ask so many questions that may be obvious to the caller.

What classifies you as an AEMT vs. EMT-B in your state?

Basics can only give the minimum care, and only with permission. As an advanced, I can administer a wider variety of medications, give orders, start IVs, and make decisions according to the medical directive. Oh, and the basics have to get my soda when we get to the hospital. :P

How does one become an advanced EMT as opposed to a basic EMT? For the record, this isn't sarcasm. I'm seriously considering becoming an EMT.

You take an advanced course and learn to do things like IVs and administer more types of medication, as well as oral insertions - like a King tube - and IOs into bones.

How is a regular shift for you?

"Regular"? What is this thing you speak of?

What is a common reason people call 911 for that they really shouldn't? For example, I've heard of people getting lost or needing directions that would call.

"I'm locked out of my car" is a common one. Call the non-emergency line or a lock-smith, people.

"My neighbor is being super annoying" is another. Again, non-emergency line.

"My daughter won't listen to me/my child is out of control" etc. This one can get rather hairy. I have seen children assault and seriously injure their parents, and on the flip-side, children who refuse to do their homework.

How would you rate the emotional stress of this position? Does it get traumatic or do you know anyone who are not able to perform this job because of the traumatic event that they experienced?

It mostly affects my sleep, which affects my performance. I am getting better at shaking things off.

Your post history has several posts saying you are a funeral director. You're an EMT/ 911 dispatcher/ and a funeral director?

edit I realized this sounds like I'm calling you out, that wasn't intended. My question was more like "How/why did you switch from career to career, most people would not."

shrug The trending theme is that I enjoy giving aid during crisis. If I could still lift weight, I'd go back to EMT-ing.

Your username wouldn't happen to be inspired from Anita Blake, would it?

Edit: can't spell things

I used to be a mortician.

Have you ever been called to an area that had a visible gang presence? Are you allowed to nope out?

I don't actually respond on calls, so thank goodness, no. But we do have notes in our system of gang-infested areas.

Whats the most stressful call youve taken as a dispatcher?

It's hard to narrow it down to one, and I've had that question asked a lot this thread. I'll just share another one - I listened to a Spanish-speaking couple trying to revive their recently-discovered deceased child. The language barrier made it impossible for us to communicate. It's so stressful trying to relay CPR instructions through a translator.

If I see something bad happening like a fight or people screaming for help and I call 911 legally how accountable am I for helping the person in need? I'm not trying to get stabbed trying to stop someone else from getting stabbed.

You are completely protected under the Good Samaritan Act. :)

With that said, every dispatcher must keep everyone's safety in mind. We will never give you an instruction that might endanger your life. In fact, I would probably ask you to separate but keep a visual. We don't need another patient or body bag.