JOINT BASE ELMENDORF-RICHARDSON, Alaska -- 9-1-1…what is the location of your emergency?
As your trembling finger pounds the dreaded numbers 9-1-1 on your phone, you heart quickens and drowns out the background noise in its methodical drumming. Although it only rings a few short times, it feels like an eternity. Then a calming voice answers your call for help…”9-1-1 what is the location of your emergency?”
No one ever wants to have to call 9-1-1, but the reality is more than 240 million calls for assistance are made each year in the United States, according to the National Emergency Number Associations (NENA) website, and an estimated 700 of those calls were made here on JBER. Even though every emergency is different, you can always count on the professionals that work inside the JBER Emergency Communication Center and the sequence of questions they will ask you in order to dispatch the right responders to the right location. When you call 9-1-1, you should be prepared to answer the following questions.
• The location of the emergency, including the building number or street address
• The phone number you are calling from, in case you are disconnected
• The nature of the emergency, who do you need help from, fire, police, or medical
• Details about the emergency
Even though dispatch protocols are designed to help dispatchers reassure callers and take charge of the situation, the experience can still be stressful for a 9-1-1 caller who is not accustomed to dealing with emergencies. Language barriers or hearing impairments can cause further stress during an event. To combat this unique challenge JBER has incorporated langue translation services into the Emergency Communication Center protocol which gives them the capability of interpreting over 240 languages and teletypewriter (TTY) for the hearing impaired.
No matter your native language, no matter the crisis, the JBER Emergency Communication Center is staffed and equipped to help. When you call 9-1-1 you will have access to a consolidated and co-located group of first responders which include fire department, police, and ambulance services, which are capable of responding to a verity of emergencies such as.
• A fire
• A crime
• A vehicle accident
• A medical emergency
What you need to know about calling 911:
1. Although many of the buildings on base have wired phone lines, many homes no longer have them in use. In 2016, NENA reported 70% of all 9-1-1 call were initiated through a wireless device. Whether using an office/home phone or a cell phone to call 9-1-1 you just need to remember the following:
- JBER phone lines call directly into JBER Emergency Communication Center
- Cell phone 9-1-1 calls will automatically be routed to Anchorage 9-1-1 center, you must inform the Anchorage dispatcher that the emergency is located on the base and they will transfer the call to the JBER Emergency Communication Center
- Call 9-1-1 and not a fire department or security forces’ administrative lines to report emergencies. This will expedite the response which could affect the outcome of the emergency. The JBER Communication Center is staffed 24/7.
- Dispatchers may provide instructions about what to do until help arrives, such as dispatcher assisted Cardio Pulmonary Resuscitation (CPR).
- 9-1-1 is for emergencies only! If you're not sure whether the situation is a true emergency, we recommend calling 9-1-1 and letting a trained dispatcher determine whether you need emergency help.
- JBER has reverse 9-1-1 capability that enables us to see your phone number and most of time the location from where you are calling from. This can speed up information collection or be used to locate malicious or prank calls.
- All phone lines in the JBER Communication Center are recorded with instant playback capability. This aids the dispatcher during difficult calls and provides an instant record of the event.
2. Once connected, relay all of the information that you have on the emergency. Do not hang up until the dispatcher advises you to do so or it is no longer safe. What to expect:
- Your phone call will be answered immediately.
- Once answered, the dispatcher will typically have the response notification in progress within 1 minute and first responders in route within the next minute. Overall the first responder should be on scene the majority of the time within seven minutes of your call, ready to help.
Although we hope you never need us, remembering these helpful tips will ensure your interactions with the JBER Emergency Communication Center and the first responders will be as smooth as possible during your most stressful time. For further guidance or information contact the JBER Fire Prevention office at 384-5555.