Know your location: What to expect when calling 911

WENATCHEE — When people call 911, they often assume the dispatcher already knows where they are.

That’s not always the case.

During a safety presentation at a recent Chelan County Public Utility District commission meeting, employee Madison Voie — known as Maddie at the PUD — drew on her previous experience as a RiverCom 911 dispatcher to walk through what actually happens when someone calls for help.

“Most people in their lifetime will very rarely have to call 911, so this presentation is to give you an idea of what to expect when you call, and to ensure that you're prepared if you're ever in an emergency,” Voie said.

One of the most common misconceptions, she said, is that dispatchers can automatically pinpoint a caller’s exact location.

“While it is true that the first question the dispatcher will ask is the location of your emergency, it is actually a common misconception that the dispatcher can always see where you are when you call,” Voie said.

Even when mapping technology is available, she said, it is not always reliable, and not every call center has the same capabilities.

Because of that, she emphasized one piece of advice above all others: know where you are.

“If you do not know where you are, look around you for street signs, monuments, landmarks, business names, mileposts, and building numbers,” Voie said.

She also encouraged people to prepare ahead of time, especially families with children.

“It’s also important to practice with your children to memorize your address, the color, make, and model of your vehicle, and the names of places your family frequents,” she said.

For utility crews and others working in the field, she noted that even details like pole numbers can help narrow down a location. While dispatchers may not have direct access to those records, they can work with the PUD to identify a location if given that information.

When a call comes in, Voie said, dispatchers need two key pieces of information to begin sending help: the location and the nature of the emergency.

“Dispatchers are generally dispatching the call as soon as they have those two things, and then asking more questions to update responders as they make their way to you,” she said.

Those follow-up questions, she added, are often required and asked in a specific order, even if they can feel repetitive or frustrating in the moment.

“It’s important to remember that questions are not delaying responders from getting there,” Voie said, emphasizing that help is already on the way as soon as responders have your basic information.

Dispatchers may also provide instructions before emergency crews arrive, including first aid guidance or directions to help keep both the caller and responders safe.

She also addressed another common perception, which is that dispatchers can sound detached or overly calm during emergencies.

“They’re trained to use tactics to snap you out of your panic and calm you down,” Voie said. “They often speak in a monotone and even voice and are trained to show no voice inflection.”

That approach, she said, is intentional.

“They do not want to rise to your voice level because that often makes you escalate even more,” Voie said.

Staying on the line with one person, she added, is also critical.

“It’s important that if you are in a panic to not pass the phone around to other people because this creates a lot of confusion for your dispatcher,” she said.

Ultimately, preparation can make a critical difference in how quickly and effectively help arrives.

“Being prepared when you have to call 911 truly makes a difference in your ability to remain calm, communicate clearly, and get you help as quickly as possible,” Voie said.

Andrew Simpson: 509-433-7626 or andrew@ward.media