9-1-1 Information

9-1-1 SERVICES

9-1-1 is recognized as the nationwide emergency number. There are two types of 9-1-1 systems, Basic and Enhanced. A Basic 9-1-1 system automatically routes the emergency call to the Public Service Answering Point (PSAP) that handles the area where the phone is located. An Enhanced 9-1-1 system automatically displays the telephone number, address and name for which the phone is listed if the call is made from a wireline or "landline" telephone. If the caller is unable to remain on the line, unable to speak or if the call is disconnected, the dispatcher (call taker) can still obtain enough information to send help. Some 9-1-1 systems can reconnect a caller and transfer callers to other agencies or telephone numbers with a single button. Santa Clara County has Enhanced 9-1-1 or E9-1-1.

The Federal Communications Commission (FCC) now requires wireless telephone carriers to provide 9-1-1 and E9-1-1 capability, where a Public Safety Answering Point (PSAP) requests it. Once it is implemented fully, wireless E9-1-1 will provide an accurate location for 9-1-1 calls from wireless phones within 1,000 feet (300 meters) or less. Other FCC rules regulate 9-1-1 for Voice over Internet Protocol (VoIP), mobile satellite services, telematics, and Text Telephone Devices (TTYs). The 9-1-1 requirements are an important part of FCC programs to apply modern communications technologies to public safety.

HOW TO REPORT EMERGENCIES

• Dial 9-1-1.
• Speak slowly and clearly.
• State your name, location of the emergency and telephone number.
• Provide as much information as possible:
  • Who you are
  • Who is involved
  • What is wrong
  • Where you are
• Stay on the telephone and follow any instructions that the 9-1-1 dispatcher may give.

VOICE OVER INTERNET PROTOCOL (VoIP) AND 9-1-1

The ability to access emergency services by dialing 911 is a vital component of public safety and emergency preparedness. Recent reports of consumers' inability to access life-saving emergency services while using Voice over Internet Protocol (VoIP) services have highlighted a critical public safety gap. The FCC has taken steps to close this gap by imposing Enhanced 911 (E911) obligations on providers of "interconnected" VoIP services. Interconnected VoIP services are those that use the Public Switched Telephone Network (PSTN), including wireless networks, to originate and terminate calls. E911 systems automatically provide to emergency service personnel a 911 callerÍs call back number and, in most cases, location information.

In May 2005, the FCC adopted rules requiring providers of interconnected VoIP services to supply 911 emergency calling capabilities to their customers as a mandatory feature of the service by November 28, 2005. "Interconnected" VoIP services are VoIP services that allow a user generally to receive calls from and make calls to the traditional telephone network. Under the FCC rules, interconnected VoIP providers must:

• Deliver all 911 calls to the local emergency call center;
• Deliver the customerÍs call back number and location information where the emergency call center is capable of receiving it; and
• Inform their customers of the capabilities and limitations of their VoIP 911 service.

TIPS FOR VoIP SUBSCRIBERS

If you have or are thinking of subscribing to an interconnected VoIP service, you should:

1. Provide your accurate physical address to your interconnected VoIP service provider to ensure that emergency services can quickly be dispatched to your location.
2. Be familiar with your VoIP service providerÍs procedures for updating your address, and promptly update address information in the event of a change.
3. Have a clear understanding of any limitations of your 911 service.
4. Inform children, babysitters, and visitors about your VoIP service and its 911 limitations, if any.
5. If your power is out or your Internet connection is down, be aware that your VoIP service may not work. Consider installing a backup power supply, maintaining a traditional phone line, or having a wireless phone as a backup.
6. If you have questions about whether the phone service you are receiving is an interconnected VoIP service, contact your service provider for further information.

LOCAL EMERGENCY CONTACTS IN SANTA CLARA COUNTY

Dial 9-1-1 to report emergencies from regular telephones. When using a cellular telephone, if you are able, dial the local seven digit number to be connected to the 9-1-1 Center in your area. The ten digit emergency phone number for each 9-1-1 Center in Santa Clara County is listed below:

For International emergency telephone numbers, see the International "911" and Emergency Numbers page.

Additional helpful links

Dispatch Monthly Magazine www.911dispatch.com

Federal Communications Commission www.fcc.gov/pshs/services/911-services

National Emergency Number Association www.nena.org

For more information, please print and review the attached PDFs:

9-1-1 Calls from Cell Phones FAQs.pdf

Telephone Tips for Emergencies.pdf