Public Safety Communications

National 911 Education Month 2026 has been amazing. Throughout April, PSC 911 Education, reached 897 community members through various public education events, and countless others through our social media campaigns!

Thank you to the following PSC 911 Staff that worked hard this month to educate our community members about 911 and being ready for emergencies:

Ruth Shear, Mike Fernandez, Veronica Gardea, Spencer Langston, Jennifer Towery, Heather Depolo, Jordan Cantrell.

If you would like us to visit your classroom, organization, or group, you can use the button below to make a visit request. You can also request a visit to our facility to learn about PSC 911!

911 Education Month, observed every April, is a crucial period dedicated to enhancing public awareness about the emergency services number, 911. This month highlights the importance of understanding when and how to use this vital service. Recognizing and responding appropriately in emergency situations can save lives, and 911 Education Month plays a significant role in ensuring everyone is prepared.

Raising Awareness and Knowledge

The primary goal of 911 Education Month is to educate the public about the appropriate use of the 911 emergency system. Many people are unaware of the specific scenarios that warrant a 911 call, which can lead to unnecessary calls that burden the system and delay responses to real emergencies. By focusing on education, communities can better understand:

• When to Call: Education emphasizes calling 911 for situations that require immediate assistance from police, fire, or medical services.
• What to Expect: Teaching the public what happens during a 911 call, such as the types of questions asked by dispatchers to gather crucial information.
• How to Communicate: Encouraging clear and concise communication to help dispatchers send the right resources quickly.

Enhancing Public Safety

Effective 911 education can significantly enhance public safety. By reducing the number of non-emergency calls, emergency services can respond more swiftly to those truly in need. Moreover, by educating children and adults alike, communities are better prepared to handle emergencies, potentially reducing panic and ensuring quicker, more efficient responses.

Empowering Children and Vulnerable Populations

Children and vulnerable populations, such as the elderly, often face challenges in accessing emergency services. 911 Education Month addresses these challenges by:

• Providing Age-Appropriate Education: Tailoring information for children and teaching them how to call 911 safely and effectively.
• Community Engagement: Encouraging local events and workshops that focus on empowering all community members with the necessary skills and knowledge.

Promoting Technological Advancements

As technology evolves, so does the capability of emergency services. 911 Education Month also serves to inform the public about new technological advancements in the emergency response system, such as:

• Text-to-911 Services: Educating the public about the ability to text 911 in situations where calling is not possible or safe.
• Enhanced Location Services: Informing about improvements in location tracking that help dispatchers send help more precisely and quickly.
• Emergency Apps: Promoting the use of apps that can aid in emergency situations by providing users with vital information and guidance.

911 Education Month is an essential initiative that strengthens community resilience and ensures public safety. By educating the public on the appropriate use of 911 services and empowering all individuals with the knowledge and skills needed during emergencies, this month-long focus helps save lives and prepares our community members to react effectively in an emergency.

Parent Tips For 9-1-1 Education at Home

Educating children about the proper use of 911 is a critical component of emergency preparedness. Children can be invaluable in emergencies if they are equipped with the necessary knowledge. By educating children on the use of 911, we equip the youngest members of our community with the tools they need to contribute to safety and preparedness.

Why It's Important

Instilling Confidence

• When children know how to call 911, they feel empowered to act during emergencies. This confidence can reduce panic and enable them to respond decisively, potentially saving lives.

Promoting Responsibility

• Teaching children about 911 emphasizes the importance of responsibility. They learn that their actions can have significant consequences and that they have a role to play in ensuring safety.

Communication Skills

• Children learn how to convey critical information effectively and clearly, which is an essential skill in emergencies. Practicing how to describe situations helps improve their verbal communication abilities.

Problem-Solving Abilities

• Understanding when and how to call 911 encourages children to assess situations and make quick decisions. This enhances their problem-solving skills, which are valuable in emergency situations.

Immediate Access to Help

• In situations where an adult is unable to call for help, a child who knows how to use 911 can bridge the gap to emergency services, ensuring that help arrives as quickly as possible.

Understanding Emergencies

• Children learn to differentiate between emergencies and non-emergencies, which helps prevent the misuse of 911 and ensures that the system remains available for those in true need.

Practical Strategies for Teaching

Role-Playing Exercises

• Engaging children in role-playing scenarios allows them to practice calling 911 in a safe and controlled environment. This helps them become familiar with the process and reduces fear or anxiety.

Educational Materials

• Books, videos, and interactive programs designed to teach children about 911 can reinforce learning in an engaging and memorable way.

Parental Involvement

• Parents and guardians should regularly discuss the importance of 911 with their children, ensuring they know their home address and are comfortable using a phone.

Practical Tips to Keep in Mind

• Teach kids to call 9-1-1 for Police, Fire, or Medical assistance.
• Explain the difference between real/non-emergencies with examples.
• Children should know their name, number, location, and be able to describe surroundings.
• Children should be able to access and know how to use the different types of phones available to them.
• Talk to children about situations in which they can text-to-911 (hearing impaired, home invasions, kidnappings, domestic violence).
• Help them with ways they can remain calm, follow instructions, and never hang up on dispatchers.
• Make children aware of any pre-existing medical conditions someone in the home may be experiencing such as seizures, diabetics, etc. or medications they are taking.
• Never refer to 911 as "nine eleven". There is no eleven on a keypad and this may confuse children.

As our population ages, the importance of ensuring that senior community members are well-informed about the use of 911 in emergencies becomes increasingly crucial. Seniors may face unique challenges and vulnerabilities during emergencies, and understanding how to effectively use 911 can significantly enhance their safety and well-being. By equipping seniors with the knowledge and confidence to use 911, we improve their safety and peace of mind. This not only supports individual seniors but also strengthens the resilience and preparedness of our entire community.

Why It's Important

Quick Access to Emergency Services

• Seniors often live alone or may be the first to encounter an emergency situation. Knowing how to call 911 ensures they can quickly summon help, which is particularly important during medical emergencies such as falls, heart attacks, or strokes.

• Familiarity with the process of calling 911 helps alleviate anxiety and fear during emergencies. Seniors who understand what to expect when they dial 911 are more likely to remain calm and collected, which can improve the outcome of the situation.

• Educating seniors about 911 empowers them to maintain their independence. This knowledge reassures them that they can manage emergencies without always needing immediate assistance from family or neighbors.

• As technology evolves, some seniors may feel intimidated by modern devices. Teaching them how to use phones or other devices to call 911 builds confidence and ensures they can access emergency services when needed.

• Many seniors have specific medical conditions that may require urgent care. Knowing how to communicate these conditions to 911 operators can expedite the response and ensure that appropriate medical assistance is provided.

• Seniors must be able to distinguish between situations that necessitate a 911 call and those that do not. This understanding helps prevent unnecessary calls and ensures that emergency resources are available for genuine crises.

Practical Strategies

Workshops and Seminars

• Community centers and senior organizations can host workshops to educate seniors on the importance of using 911 and how to do so effectively. We can help!

• Providing seniors with easy-to-follow guides or checklists can help reinforce their understanding and serve as a quick reference during emergencies.

• Family members and caregivers should regularly engage with seniors about the use of 911, ensuring they know essential information such as their address and any medical conditions.

Landline

Landline phones, while becoming less common in recent years due to the rise of mobile technology, still play a significant role in emergency communications. When calling 911 from a landline, the process is notably different from using a cellphone. When you dial 911 on a landline phone, the call is automatically routed through a wired connection to the local Public Safety Answering Point (PSAP).

Automatic Address Identification

• Landlines are associated with a specific address. When a 911 call is made, the system automatically transmits the caller's address to the dispatcher. This feature allows emergency services to know the exact location without needing additional information from the caller.

Caller Identification

• The PSAP immediately receives the phone number of the landline from which the call is made. This ensures that emergency services can call back if the connection is lost and can verify the caller's identity.

Reliable Connection

Landlines offer a stable and reliable connection that is less susceptible to issues like signal loss or dropped calls, which are more common with cellphones. This reliability ensures that communication with emergency services is uninterrupted, allowing dispatchers to gather necessary information and provide instructions promptly.

VOIP Phones

Voice Over Internet Protocol (VOIP) is a technology that allows you to make voice calls using a broadband internet connection instead of a regular (or analog) phone line. While VOIP offers many benefits, such as lower costs and increased flexibility, it also presents some challenges, especially when it comes to emergency services like calling 911 using a VOIP service. While VOIP technology is innovative, it can affect how 911 calls are handled in several ways:

Power Dependency

Issue: Unlike traditional landline phones, which work independently of the power grid, VOIP services rely on electricity and an internet connection. In a power outage, your VOIP service may not work unless you have a backup power source.

Solution: Ensure you have an alternative way to call 911, such as a mobile phone, in case of power outages.

Location Accuracy

Issue: Traditional landlines provide 911 dispatchers with your exact location automatically. However, VOIP services may not always transmit accurate location information. This discrepancy can delay response times in emergencies.

Solution: Register your address with your VOIP provider and update it whenever you move. Always provide your location explicitly when calling 911 using a VOIP service.

Connectivity Issues

Issue: Some VOIP services may not automatically connect calls to the nearest 911 dispatch center. This problem can occur due to network configurations or provider limitations.

Solution: Contact your VOIP provider to understand how their service connects with 911 and any potential limitations.

Service Limitations Awareness

Issue: Many users are unaware of the limitations that VOIP services can have concerning 911 calls.

Solution: Educate yourself and others, especially those responsible for children or seniors, about the potential limitations of VOIP in emergencies.

Important Considerations

• Always have an updated backup communication method, such as a mobile phone.
• Familiarize yourself with the specific features and limitations of your VOIP service.
• Regularly update your emergency contact information with your VOIP provider.
• Utilize resources like the FCC's "VOIP and 911 Service" guide for comprehensive insights.

*The FCC provides a VOIP consumer guide "VOIP and 911 Service"

Cellphone

Calling 911 from a cellphone is a crucial capability that enables people to access emergency services quickly, regardless of their location. While the process is similar to calling from a landline, there are distinct features and considerations unique to mobile phones.

When you dial 911 from a cellphone, the call is routed through the nearest available cell tower. This process is designed to connect you to the closest Public Safety Answering Point (PSAP), which is the local emergency call center responsible for dispatching police, fire, or medical assistance.

Location Determination

One of the key differences between landline and cellphone 911 calls is how the caller's location is determined:

• GPS Technology: Most modern smartphones are equipped with Global Positioning System (GPS) capabilities. When you call 911, your phone can transmit GPS coordinates to the PSAP, allowing dispatchers to pinpoint your location accurately.
• Cell Tower Triangulation: If GPS is unavailable or imprecise, the system can use signals from multiple cell towers to estimate your location. This triangulation method provides a general area where the caller is located, although it may not be as precise as GPS.

Handling Dropped Calls

Cellphone calls are sometimes dropped due to signal issues. If this occurs during a 911 call, the dispatcher may attempt to call you back. It is important to stay on the line until the dispatcher tells you it is okay to hang up, as they might already be working to gather critical information or dispatch help.

Caller Identification

Unlike landlines, where the caller's address is automatically available, cellphones require additional steps for identification:

• Automatic Number Identification (ANI): This technology allows the PSAP to receive your phone number, even if it is unlisted.
• Automatic Location Identification (ALI): Combined with ANI, ALI provides the location data associated with your number, aiding dispatchers in locating you more quickly.

Text-to-911 is a valuable service that allows individuals to communicate with emergency services when calling is not an option. This service is particularly beneficial for people with hearing or speech impairments, or in situations where speaking out loud could put someone in danger. Although Text-to-911 is available in York County, it may not be in other areas you travel to. You should make every effort to find out what is available in any area you travel to.

When to Use Text-to-911

• Hearing or Speech Impairments: Individuals with disabilities that make voice communication difficult can use Text-to-911 to get the help they need.
• Dangerous Situations: In scenarios such as domestic abuse, kidnappings, or home invasions, where speaking could escalate the threat, texting provides a discreet way to seek help.
• Limited Voice Communication: If you are in a location with poor cell reception for calls but can send texts, use Text-to-911.

Steps to Text 911

1. Open Your Text Messaging App
   • Use your phone’s regular messaging app to start a new text message.
2. Enter 911 in the Recipient Field
   • Type "911" into the recipient field as you would with a regular phone number.
3. Compose Your Message
   • Clearly state your emergency and provide your location. Be as specific as possible, including landmarks or cross streets if available.
4. Send the Text
   • Press send and wait for a reply. Be ready to respond to any questions from the dispatcher to ensure they fully understand the situation and can provide the appropriate assistance.
5. Keep the Message Short and Clear
• Use simple language and avoid abbreviations to ensure the dispatcher understands your situation.

Important Considerations

• Call if You Can, Text if You Can’t: Voice calls to 911 are preferred because they provide quicker communication. Use Text-to-911 only if you are unable to make a voice call.
• Availability Varies: Text-to-911 is not universally available. Check with your local emergency services to ensure it is an option in your area.
• No Multimedia: Avoid sending pictures, videos, or emojis, as the system may not process these types of data.
• Follow Instructions: If the dispatcher requests further information, answer promptly to ensure a swift response.

• Remain calm when calling 9-1-1 to help prevent delays and miscommunications. This enables clearer communication between you and 9-1-1 staff regarding the help you need and the situation you are calling about.
• Be ready to provide information such as your location, nearby landmarks, and medical history.
• Never assume we will automatically know where you are located. Your residence should be ready for emergencies with clearly marked house numbers.
• Answer all of the call takers questions, note that they have already gotten help on the way to you and these questions will better help them assist you when they arrive.
• Never hang up on the call taker unless otherwise advised.
• If you call 9-1-1 in error, do not hang up! By policy we send law enforcement to investigate hang-up calls we receive in the center.
• Prank/Nuisance calls are illegal and can cause delays for true emergencies.