ENHANCED 9-1-1 CREATED
The Commonwealth of Massachusetts in 1990, created an act permitting a change for directory assistance and improving telecommunications within the Commonwealth. This enactment was "Chapter 291" of the Acts of 1990 and became known to many citizens as simply the "9-1-1 Bill". It was signed into law on December 11, 1990, and became the vehicle that created our current Enhanced 9-1-1 service.
The Town of North Andover like every community in the Commonwealth now provides Enhance 9-1-1 service for our citizens. The Town of North Andover came on line and started providing full Enhanced 9-1-1 services on July 19, 1995. You can now dial 9-1-1 from any telephone or TTY to get emergency assistance. The person who takes your call will have your telephone number and address displayed on their monitor, enabling a prompt and accurate response.
WHAT IS 9-1-1 ?
9-1-1 is the telephone number that provides direct access to police, fire and medical assistance. When calling 9-1-1 you will be connected to the Public Safety Answering Point (PSAP) servicing your area. This PSAP will be able to initiate a coordinated response for all public safety agencies.
WHEN TO USE 9-1-1
An emergency is a situation that threatens human life or property and demands immediate attention.
In the Commonwealth the phrase "TO SAVE A LIFE, TO STOP A CRIME, TO REPORT A FIRE" is used to describe when to use 9-1-1. It really does sum it up.
In an emergency call 9-1-1 to report a crime in progress, a fire, a serious illness or injury or any situation requiring immediate response of the police, fire or ambulance services. Call 9-1-1 anytime you have an emergency.
WHEN NOT TO CALL 9-1-1
You should not call 9-1-1 for road and travel information, legal advise, civil matters, telephone directory assistance, noise complaints, parking and traffic complaints, and other non-emergency related matters.
Your telephone directory has many of these numbers and other information concerning handling telephone problems.
ENHANCEMENT ADDED TO THE SYSTEM
Since the Enhanced 9-1-1 service has begun, an additional enhancement has been added to the system. This enhancement is called the "Silent Call Processing" procedure. With 9-1-1 Silent Call Processing, all you have to do is dial 9-1-1 on your regular touchtone telephone. If you can't talk, you can still request assistance.
On your touchtone telephone, after the connection is made, to access the police press the number "1", if you need the fire department press the number "2", or if you need an ambulance press the number "3". The trained and certified 9-1-1 dispatcher will be able to read your message and dispatch the appropriate public safety response.
After pressing the appropriate number or numbers for the type of emergency services needed, listen for additional questions as the dispatcher may ask additional questions which can be responded to by answering "yes" or "no". You just need to press number "4" for yes and press number "5" for no.
This is a valuable enhancement for the citizens of the Commonwealth and will certainly aid in our protecting property and saving lives.
WHAT THE 9-1-1 DISPATCHER NEEDS TO KNOW
Every call to 9-1-1 will be answered in the same way. When the telephone is answered you will hear "9-1-1 your call is recorded, what is your emergency". This acknowledges you have reached a 9-1-1 Public Safety Answering Point and your call will be handled in a professional manner.
The 9-1-1 dispatcher is going to ask basic informational questions to insure that the correct emergency team is dispatched to your assistance. Remember to speak slowly and clearly.
Let the dispatcher ask all of the questions the responders must know. The questions will include but not be limited to:
- The address where the help is needed.
- The nature of the problem.
- Your name.
- Your telephone number.
- Other questions will be asked that will be specific to the nature of the problem you are reporting.
Stay on the telephone and answer all of the questions. Do not hang up until told to do so. Getting off the line sooner does not speed up the response. In many cases as you are reporting the incident, the dispatcher has help on the way.
DISABILITY INDICATOR INFORMATION
When Enhanced 9-1-1 service was established in North Andover, the ability to display your name, address and telephone number on a screen at our 9-1-1 PSAP became a reality. It also created the ability to display codes on the screen that will identify disability indicators that have been reported for you or someone living in your home. These codes will help the 9-1-1 PSAP communicate with the caller and provide useful information to the responding public safety agencies.
The filing of an "Enhanced 9-1-1 Disability Indicator Information" form with the North Andover Municipal Coordinator will alert Public Safety Officials that an individual residing at your address communicates over the telephone by a TTY and/or has a disability that may hinder evacuation or transport. This information is confidential and will only appear at the dispatcher's location when a 9-1-1 call originates from your address.
The following are approved designations for inclusion in the Enhanced 9-1-1 Database:
"LSS" - Life Support System: Alerts the Public Safety Dispatcher that someone at that address is linked to equipment required to sustain their life.
"MI" - Mobility Impaired: Alerts the Public Safety Dispatcher that someone at that address is bedridden, uses a wheelchair or has another mobility impairment.
"B" - Blind: Alerts the Public Safety Dispatcher that someone at that address is legally blind.
"DHH" - Deaf & Hard of Hearing: Alerts the Public Safety Dispatcher that someone at that address is deaf or hard of hearing.
"TTY" - Teletypewriter: Alerts the Public Safety Dispatcher that communication via the telephone with someone at that address may be by TTY.
"SI" - Speech Impaired: Alerts the Public Safety Dispatcher that someone at that address is speech impaired.
"DD" - Developmentally Disabled: Alerts the Public Safety Dispatcher that someone at that address has some degree of cognitive disability.
OTHER IMPORTANT INFORMATION
It is important for citizens to realize that 9-1-1 dispatchers deal with many different crises situations every day. Every call they answer they meet someone and engage them in a conversation as important as a face-to-face visit. The caller is usually in a stressful situation and their reaction to the situation varies in range from calm to frantic. It is up to the dispatcher to elicit the proper information as quickly as possible so as to ensure the appropriate and proper agencies respond to your emergency.
You can help by staying calm and speaking slowly and clearly. If the dispatcher cannot understand you because of the way you are speaking, it only slows down obtaining the necessary information to dispatch the appropriate response.
Call 9-1-1 first in all emergency situations. Do not call family members or friends before calling 9-1-1. This only delays a response.
Do not attempt to transport a seriously ill or injured person. We can get qualified help to the victim much faster and safer than you can get the victim to help.
Do not depend on a memory button on your telephone to dial 9-1-1. The number in the memory can be accidentally erased.
The accidental dialing of 9-1-1 does happen often by hitting the wrong button or a child playing with the telephone. If this happens, do not hang up. Stay on the line and explain to the dispatcher what has happened.
If you are calling on a cellular telephone, your telephone call will not go directly to the Public Safety Answering Point (PSAP) in North Andover. The call will go to the Massachusetts State Police PSAP in Framingham. They will then ask you what community the emergency is in and transfer your call to the North Andover PSAP.
PUBLIC EDUCATION INFORMATION
The North Andover Police Department will provide a short public educational information session for interested groups such as businesses, senior groups, scout groups, schools, neighborhood groups, etc. If you would like to arrange such a session contact the Communications Supervisor/9-1-1 Municipal Coordinator.
QUESTIONS
If you have questions concerning 9-1-1 in North Andover please contact our Communications Supervisor Richard C. Boettcher at 978-683-3168 or email at rboettcher@napd.us
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