911 Educational Presentations

The SERESA Public Education Team is always excited to meet citizens interested in having a 911 educational presentation for their church, club, or community group for a public awareness topic. Please contact: Cherie Bartram at cbartram@seresa.org if interested in scheduling a presentation.

9-1-1 Tips

  • Stay calm and speak clearly.
  • Do not hang up until directed to by the 9-1-1 dispatcher.
  • Answer the dispatcher 's questions promptly and to the point.
  • Be able to provide location information and directions.
  • Be as descriptive as possible. You may be asked to identify people or automobiles involved. The more information you can provide, the better the dispatcher will be able to prioritize your call and relay details to responding units.
  • If the situation changes before help arrives, call 9-1-1 again and give the dispatcher an update.
  • If you experience problems with the dispatcher or feel your call was handled inappropriately, ask to speak to the on-duty supervisor.

When should I call 9-1-1?

Call 9-1-1 to report life threatening emergencies, crimes in progress and other emergency situations that require immediate response.

Some examples of when to call 9-1-1:

  • Heart attack or stroke
  • Building fire
  • Break-in in progress
  • Car accident with injuries
  • Robbery

If you are ever in doubt of whether a situation is an emergency, call 9-1-1 and let the 9-1-1 dispatcher determine if it is an emergency. It is better to be safe than sorry. If the dispatcher determines that your situation is not an emergency, he or she may ask you to call back on a non-emergency, seven-digit administrative line. There are a limited number of 9-1-1 lines, which is why it is very important to make sure that only emergency calls are being taken on 9-1-1.

What are the non-emergency administrative line numbers for the departments that SERESA works with?

  • Eastpointe Police Department: (586) 445-5100
  • Roseville Police Department: (586) 775-2100
  • St. Clair Shores Police Department: (586) 445-5300

What if I call 9-1-1 by mistake?

If you call 9-1-1 by mistake, do not hang up. Even if you dial 9-1-1 and hang the phone up immediately before even hearing the ring, the call still comes in to the 9-1-1 center. SERESA has a 9-1-1 hang up response plan. If the 9-1-1 center receives a hang up call, a police officer is dispatched to the location to ensure everything is okay. If you stay on the line and tell the dispatcher that it was a mistake and everything is okay, a police officer may not have to respond. The 9-1-1 dispatcher will determine if a response is needed.

Does the 9-1-1 dispatcher know my location?

Assume the 9-1-1 dispatcher does not know your location. Some cell phones are able to triangulate the signal and give an approximate location, but you will need to provide the dispatcher with additional location information. Be prepared to give precise directions to your location.

What if I don 't know where I am when I call 9-1-1?

Look for landmarks, large buildings, street signs or paperwork nearby that may contain address information. Think back to the main street or highway you were near when your emergency occurred. If others are around, ask them where you are.

Why is the 9-1-1 dispatcher asking me so many questions?

The dispatcher is the vital link between the public and emergency response personnel. The dispatcher must get information to pass on to the responders to help them more accurately prepare for the situation to which they are responding. In addition, dispatchers are trained to give pre-arrival instructions in some instances, which can help the victim until responders arrive.

While the dispatcher is speaking to me, is help being sent?

Once the basic information and reason for the 9-1-1 call is obtained, the dispatcher stays on the line with the caller and obtains further information. Another dispatcher simultaneously dispatches the appropriate emergency personnel. In some cases, the 9-1-1 dispatcher will urge the caller to stay on the line until help arrives on scene.

Can I dial 9-1-1 from my VoIP phone?

You can reach emergency assistance by dialing 9-1-1 on most VoIP phones. However, there are important differences between some VoIP 9-1-1 services and traditional 9-1-1 service from a standard phone. Sometimes the 9-1-1 dispatcher may not have a display of the number your calling from or your location. In addition, your call may arrive at a remote private call center if there is confusion over your location.

Do service outages affect my ability to call 9-1-1 from a VoIP phone?

They might. Just as a cordless phone may not work without power, your VoIP phone may not work without power either. As a result, you may be unable to make any calls, including those to 9-1-1, during an electrical outage. Similarly, if your cable or broadband service is interrupted, it may keep you from being able to make outbound calls.

Should I keep my traditional phone line after I subscribe to VoIP service?

Yes. 9-1-1 leaders recommend you have an active land-line phone service in addition to your VoIP phone in order to ensure you can access 9-1-1 services, especially during power or service outages.

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