911 (emergency telephone number)

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A dispatcher takes an emergency call at the Jackson, Tennessee, 9-1-1 Dispatch Center. FEMA - 7976 - Photograph by Mark Wolfe taken on 05-14-2003 in Tennessee.jpg
A dispatcher takes an emergency call at the Jackson, Tennessee, 9-1-1 Dispatch Center.
Global applications of ITU-approved emergency telephone numbers (this map may not be entirely correct): .mw-parser-output .legend{page-break-inside:avoid;break-inside:avoid-column}.mw-parser-output .legend-color{display:inline-block;min-width:1.25em;height:1.25em;line-height:1.25;margin:1px 0;text-align:center;border:1px solid black;background-color:transparent;color:black}.mw-parser-output .legend-text{} 112 911 112 and 911 Other number, no redirection or redirection for mobile phones only Emergency telephone numbers in the world.svg
Global applications of ITU-approved emergency telephone numbers (this map may not be entirely correct):
  112
  911
  112 and 911
  Other number, no redirection or redirection for mobile phones only

911, sometimes written 9-1-1, is an emergency telephone number for Argentina, Canada, the Dominican Republic, Fiji, Jordan, Mexico, Pakistan, Maldives, Palau, Panama, the Philippines, Sint Maarten, the United States, [2] and Uruguay, as well as the North American Numbering Plan (NANP), one of eight N11 codes. Like other emergency numbers, dialing 911 for purposes other than reporting an emergency is a crime in most jurisdictions. Penalties for abuse or misuse of 911 can range from probation or community service to fines and jail time. Offenders can also be ordered to undergo counseling and have their use of telephones restricted or suspended for a period of time as a condition of probation.

Contents

In over 98 percent of locations in Argentina, Sint Maarten, Panama, Belize, Anguilla, Costa Rica, Ecuador, Jordan, Ethiopia, Liberia, Saudi Arabia, Philippines, Uruguay, the United States, Palau, Mexico, Tonga and Canada, dialing 911 from any telephone will link the caller to an emergency dispatch office—called a public safety answering point (PSAP) by the telecommunications industry—which can send emergency responders to the caller's location in an emergency. In approximately 96 percent of the United States, the enhanced 911 system automatically pairs caller numbers with a physical address. [3]

In the Philippines, the 911 emergency hotline has been available to the public since August 1, 2016, starting in Davao City. It is the first of its kind in the Asia-Pacific region. [4] It replaces the previous emergency number 117 used outside Davao City.

As of 2017, a 911 system is in use in Mexico, and Argentina where any implementation in different states and municipalities is being conducted. Venezuela also has a 911 emergency service called VEN911. As of 2023, it has been in operation for almost 10 years. [5]

History

The first use of a national emergency telephone number began in the United Kingdom in 1937 using the number 999, which continues to this day. [6] In the United States, the first 911 service was established by the Alabama Telephone Company and the first call was made in Haleyville, Alabama, in 1968 by Alabama Speaker of the House Rankin Fite and answered by U.S. Representative Tom Bevill. [2] [7] In Canada, 911 service was adopted in 1972, and the first 911 call occurred after a 1974 roll-out in London, Ontario. [8]

In the United States, the push for the development of a nationwide American emergency telephone number came in 1957 when the National Association of Fire Chiefs recommended that a single number be used for reporting fires. [9] The first city in North America to use a central emergency number was the Canadian city of Winnipeg, Manitoba, in 1959, which instituted the change at the urging of Stephen Juba, Mayor of Winnipeg at the time. [10] Winnipeg initially used 999 as the emergency number [11] but switched numbers when 911 was proposed by the United States.

In 1964, the rape and murder of Kitty Genovese in New York City greatly increased the urgency to create a central emergency number. The New York Times falsely reported that nobody had called the police in response to Genovese's cries for help. Some experts theorized that one source of reluctance to call police was due to the complexity of doing so; any calls to the police would go to a local precinct, and any response might depend on which individual sergeant or other ranking personnel might handle the call. [12] [13] [14] [15] [16]

In 1967, the President's Commission on Law Enforcement and Administration of Justice recommended the creation of a single number that could be used nationwide for reporting emergencies. The Federal Communications Commission then met with AT&T in November 1967 in order to choose the number. [9]

In 1968, the number was agreed upon. AT&T chose the number 911, which was simple, easy to remember, dialed quickly (999, with the rotary dial phones in place at the time, would take longer), and because of the middle 1, which indicated a special number (see also 4-1-1 and 6-1-1 ), worked well with the phone systems at the time. [9] At the time, this announcement only affected the Bell System telephone companies; independent phone companies were not included in the emergency telephone plan. Alabama Telephone Company decided to implement it ahead of AT&T, choosing Haleyville, Alabama, as the location. [17]

AT&T made its first implementation in Huntington, Indiana on March 1, 1968. However, the rollout of 911 service took many years. For example, although the City of Chicago, Illinois, had access to 911 service as early as 1976, the Illinois Commerce Commission did not authorize telephone service provider Illinois Bell to offer 911 to the Chicago suburbs until 1981. [18] Implementation was not immediate even then; by 1984, only eight Chicago suburbs in Cook County had 911 service. [19] As late as 1989, at least 28 Chicago suburbs still lacked 911 service; some of those towns had previously elected to decline 911 service due to costs and—according to emergency response personnel—failure to recognize the benefits of the 911 system. [20]

Regarding national U.S. coverage, by 1979, 26% of the U.S. population could dial the number. This increased to 50% by 1987 and 93% by 2000. [9] As of March 2022, 98.9% of the U.S. population has access. [21]

Conversion to 911 in Canada began in 1972, and as of 2018 virtually all areas (except for some rural areas, such as Nunavut [22] ) are using 911. As of 2008, each year Canadians make twelve million calls to 911. [23] On November 4, 2019, the Northwest Territories launched the 911 service across the territory with the ability to receive service in the territory's 11 official languages. [24]

On September 15, 2010, AT&T announced that the State of Tennessee had approved a service to support a Text-to-911 trial statewide, where AT&T would be able to allow its users to send text messages to 911 PSAPs. [25]

Most British Overseas Territories in the Caribbean use the North American Numbering Plan; Anguilla, Bermuda, the British Virgin Islands, and the Cayman Islands use 911.

Mexico switched its emergency phone number from 066 to 911 in 2016 and 2017. [26] [27]

Enhanced 911

Enhanced 911 (E-911 or E911) automatically gives the dispatcher the caller's location, if available. [3] Enhanced 911 is available in most areas, including approximately 96 percent of the U.S.

In all North American jurisdictions, special legislation permits emergency operators to obtain a 911 caller's telephone number and location information. [28] This information is gathered by mapping the calling phone number to an address in a database. This database function is known as Automatic Location Identification (ALI). [29] The database is generally maintained by the local telephone company, under a contract with the PSAP. Each telephone company has its standards for the formatting of the database. Most ALI databases have a companion database known as the MSAG, Master Street Address Guide. The MSAG describes address elements including the exact spellings of street names, and street number ranges.

To locate a mobile telephone geographically, there are two general approaches: some form of radiolocation from the cellular network, or to use a Global Positioning System receiver built into the phone itself. Both approaches are described by the radio resource location services protocol (LCS protocol). Depending on the mobile phone hardware, one of two types of location information can be provided to the operator. The first is Wireless Phase One (WPH1), which is the tower location and the direction the call came from, and the second is Wireless Phase Two (WPH2), which provides an estimated GPS location.

In response to E-911 challenges inherent to IP phone systems, specialized technology has been developed to locate callers in the event of an emergency. Some of these new technologies allow the caller to be located down to the specific office on a particular floor of a building. These technologies support a wide range of organizations with IP telephony networks. These offerings are available for service providers offering hosted IP PBX and residential Voice over Internet Protocol (VoIP) services. This increasingly important segment in IP phone technology includes E-911 call routing services and automated phone tracking appliances. Many of these services have been established according to FCC, CRTC, and NENA i2 standards, to help enterprises and service providers reduce liability concerns and meet E-911 regulations. [30]

The enhanced 911 System 9-1-1 System.svg
The enhanced 911 System

Computer-aided dispatch

911 dispatchers use computer-aided dispatch (CAD) to record a log of EMS, police and fire services. It can either be used to send messages to the dispatched via a mobile data terminal (MDT) and/or used to store and retrieve data (i.e. radio logs, field interviews, client information, schedules, etc.). A dispatcher may announce the call details to field units over a two-way radio. Some systems communicate using a two-way radio system's selective calling features.

CAD systems may send text messages with call-for-service details to alphanumeric pagers or wireless telephony text services like SMS.

Funding

In the United States and Canada, 911 is typically funded via monthly fees on telephone customers. Telephone companies, including wireless carriers, may be entitled to apply for and receive reimbursements for costs of their compliance with laws requiring that their networks be compatible with 911. Fees depend on locality and may range from around 25¢ to $3.00 per month, per line. [31] The average wireless 911 fee is around 72¢.

Monthly fees usually do not vary based on the customer's usage of the network, though some states do cap the number of lines subject to the fee for large multi-line businesses.

These fees defray the cost of providing the technical means for connecting callers to a 911 dispatch center; emergency services themselves are funded separately.

Problems

Inactive telephones

Some U.S. states required that all landline telephones connected to the network be able to reach 911, even if normal service has been disconnected (as for nonpayment). [32] In the U.S., carriers are required to connect 911 calls from inactive mobile phones. [33] Similar rules apply in Canada. [34] However, dispatchers may not receive Phase II information for inactive lines, and may not be able to call back if an emergency call is disconnected. [35]

Cell phones

About 70 percent of 911 calls came from cell phones in 2014, [36] and finding out where the calls came from required triangulation. A USA Today study showed that where information was compiled on the subject, many of the calls from cell phones did not include information allowing the caller to be located. Chances of getting as close as 100 feet (30 metres) were higher in areas with more towers. But if a call was made from a large building, even that would not be enough to precisely locate the caller. New federal rules, which service providers helped with, require location information for 40 percent of calls by 2017 and 80 percent by 2021. [37] In addition, if a cellphone is connected to a cell tower in a different jurisdiction, which can happen often in a border community, the 911 call will go to the wrong dispatch center. [38]

As of 2018, 80 percent of 911 calls in the United States were made on cell phones, but the ability to do so by text messaging was not required. Text-to-911 was first used in Iowa in 2009. According to the FCC, only 1,600 of about 6,000 911 call centers had the ability, up from 650 in 2016. [39]

Certain cell phone operating systems allow users to access local emergency services by calling any country's version of 911. [40]

Internet telephony

If 911 is dialed from a commercial VoIP service, depending on how the provider handles such calls, the call may not go anywhere at all, or it may go to a non-emergency number at the public safety answering point associated with the billing or service address of the caller. [41] Because a VoIP adapter can be plugged into any broadband internet connection, a caller could be hundreds or even thousands of miles away from home, yet if the call goes to an answering point at all, it would be the one associated with the caller's address and not the actual location of the call. It may never be possible to reliably and accurately identify the location of a VoIP user, even if a GPS receiver is installed in the VoIP adapter, since such phones are normally used indoors, and thus may be unable to get a signal.

In March 2005, commercial VoIP provider Vonage was sued by the Texas Attorney General, who alleged that their website and other sales and service documentation did not make clear enough that Vonage's provision of 911 service was not done traditionally. In May 2005, the FCC issued an order requiring VoIP providers to offer 911 service to all their subscribers within 120 days of the order being published. [3] In Canada, the federal regulators have required Internet service providers (ISPs) to provide an equivalent service to the conventional PSAPs, but even these encounter problems with caller location, since their databases rely on company billing addresses. [42]

VoIP services operating in Canada are required to provide 911 emergency service. [43] In April 2008, an 18-month-old boy in Calgary, Alberta, died after a Toronto VoIP provider's 911 operator had an ambulance dispatched to the address of the family's previous abode in Mississauga, Ontario. [44]

Emergencies across jurisdictions

When a caller dials 911, the call is routed to the local public safety answering point. However, if the caller is reporting an emergency in another jurisdiction, the dispatchers may or may not know how to contact the proper authorities. The publicly posted phone numbers for most police departments in the U.S. are non-emergency numbers that often specifically instruct callers to dial 911 in case of emergency, which does not resolve the issue for callers outside of the jurisdiction.

NENA has developed the North American 911 Resource Database which includes the National PSAP Registry. PSAPs can query this database to obtain emergency contact information of a PSAP in another county or state when it receives a call involving another jurisdiction. Online access to this database is provided at no charge for authorized local and state 911 authorities. [45]

See also

Related Research Articles

Voice over Internet Protocol (VoIP), also known as IP telephony, refers to a set of technologies used for voice communication sessions over Internet Protocol (IP) networks, such as the Internet. VoIP enables voice calls to be transmitted as data packets, facilitating various methods of voice communication, including traditional applications like Skype, Microsoft Teams, Google Voice, and VoIP phones. Regular telephones can also be used for VoIP by connecting them to the Internet via analog telephone adapters (ATAs), which convert traditional telephone signals into digital data packets that can be transmitted over IP networks.

Enhanced 911 is a system used in North America to automatically provide the caller's location to 911 dispatchers. 911 is the universal emergency telephone number in the region. In the European Union, a similar system exists known as E112 and known as eCall when called by a vehicle.

<span class="mw-page-title-main">Emergency telephone number</span> Telephone number that allows caller to contact local emergency services for assistance

An emergency telephone number is a number that allows a caller to contact local emergency services for assistance. The emergency number differs from country to country; it is typically a three-digit number so that it can be easily remembered and dialed quickly. Some countries have a different emergency number for each of the different emergency services; these often differ only by the last digit.

Caller identification is a telephone service, available in analog and digital telephone systems, including voice over IP (VoIP), that transmits a caller's telephone number to the called party's telephone equipment when the call is being set up. The caller ID service may include the transmission of a name associated with the calling telephone number, in a service called Calling Name Presentation (CNAM). The service was first defined in 1993 in International Telecommunication Union – Telecommunication Standardization Sector (ITU-T) Recommendation Q.731.3.

<span class="mw-page-title-main">999 (emergency telephone number)</span> Emergency number in several countries

999 is an official emergency telephone number in a number of countries which allows the caller to contact emergency services for emergency assistance. Countries and territories using the number include Bahrain, Bangladesh, Botswana, Cook Island, Eswatini, Ghana, Guernsey, Hong Kong, the Republic of Ireland, the Isle of Man, Jersey, Kenya, Macau, Malaysia, Mauritius, Niue, Poland, Qatar, Sudan, Saudi Arabia, Singapore, Trinidad and Tobago, Seychelles, Uganda, the United Arab Emirates, the United Kingdom, and Zimbabwe.

Vonage Holdings Corp. is an American cloud communications provider operating as a subsidiary of Ericsson. Headquartered in Holmdel Township, New Jersey, the organization was founded in 1998 as Min-X as a provider of residential telecommunications services based on voice over Internet Protocol (VoIP). In 2001, the organization changed its name to Vonage.

<span class="mw-page-title-main">Telephone numbers in Australia</span>

The Australian telephone numbering plan governs the allocation of telephone numbers in Australia. It has changed many times, the most recent major reorganisation by the Australian Communications and Media Authority taking place between 1994 and 1998.

<span class="mw-page-title-main">Public safety answering point</span> Type of call center for first response

A public-safety answering point (PSAP), sometimes called a public-safety access point, is a type of call center where the public's telephone calls for first responders are received and handled. It takes calls from any landline, mobile phone line, or VoIP line. It can also happen that when 112 is dialed in then a logic is implemented by mobile or network operators to route the call to the nearest police station. Such call centers exist in most countries to answer calls to an emergency telephone number. Trained telephone operators are also usually responsible for dispatching these emergency services. Most PSAPs are now capable of caller location for landline calls, and many can handle mobile phone locations as well, where the mobile phone company has a handset to location system. Some can also use voice broadcasting where outgoing voice mail can be sent to many phone numbers at once, in order to alert people to a local emergency such as a chemical spill.

Direct inward dialing (DID), also called direct dial-in (DDI) in Europe and Oceania, is a telecommunication service offered by telephone companies to subscribers who operate private branch exchange (PBX) systems. The feature provides service for multiple telephone numbers over one or more analog or digital physical circuits to the PBX, and transmits the dialed telephone number to the PBX so that a PBX extension is directly accessible for an outside caller, possibly by-passing an auto-attendant.

<span class="mw-page-title-main">Telephone numbers in Singapore</span>

Telephone numbers in Singapore, also known as the National Numbering Plan, are regulated by the Info-communications Media Development Authority (IMDA). Due to the small geographical size of Singapore, there are no area or trunk codes; all numbers belong to one numbering area, and thus come in the same 8-digit format. Numbers are categorised based on the first digit, thus providing ten possible categories, of which six are currently in use and the remaining four reserved for future usage.

<span class="mw-page-title-main">000 (emergency telephone number)</span> Australian national emergency phone number

000 Emergency, also known as Triple Zero or Triple 0, and sometimes stylised Triple Zero (000), is the primary national emergency telephone number in Australia and Australian External Territories. The Emergency Call Service is operated by Telstra, and overseen by the Australian Communications and Media Authority (ACMA), and is intended only for use in life-threatening or time-critical emergencies.

Area code 700 of the North American Numbering Plan is a service access code (SAC) implemented by interexchange carriers. It is reserved for carrier-specific number assignments to special services or destinations. It was introduced in 1983 for providing customized services in anticipation of the introduction of long-distance competition in the United States, but this usage has been deprecated. The area code has found renewed usage for custom calling services by voice over IP service providers and in software-defined voice networks.

<span class="mw-page-title-main">Video relay service</span> Video telecommunication service

A video relay service (VRS), also sometimes known as a video interpreting service (VIS), is a video telecommunication service that allows deaf, hard-of-hearing, and speech-impaired (D-HOH-SI) individuals to communicate over video telephones and similar technologies with hearing people in real-time, via a sign language interpreter.

<span class="mw-page-title-main">Caller ID spoofing</span> Phone caller faking the phone number sent to the recipient of a phone call

Caller ID spoofing is a spoofing attack which causes the telephone network's Caller ID to indicate to the receiver of a call that the originator of the call is a station other than the true originating station. This can lead to a display showing a phone number different from that of the telephone from which the call was placed.

<span class="mw-page-title-main">Telephone numbers in Thailand</span>

Thailand's telephone numbering plan in Thailand is managed by the National Broadcasting and Telecommunications Commission (NBTC) in accordance with International Telecommunication Union's (ITU) recommendation E.164.

<span class="mw-page-title-main">Salt Lake Valley Emergency Communications Center</span> Multi-agency communications facility in West Valley City, Utah, United States

Salt Lake Valley Emergency Communications Center (SLVECC) is a 9-1-1 police, fire, and medical emergency services dispatch agency located in West Valley City, Utah, United States. SLVECC is one of two primary public-safety answering point (PSAP) for Salt Lake County.

<span class="mw-page-title-main">Telephone number</span> Sequence of digits assigned to a telephone subscription

A telephone number is a sequence of digits assigned to a landline telephone subscriber station connected to a telephone line or to a wireless electronic telephony device, such as a radio telephone or a mobile telephone, or to other devices for data transmission via the public switched telephone network (PSTN), or other public and private networks. Modern smart phones have added a built-in layer of abstraction whereby individuals or businesses are saved into a contacts application and the numbers no longer have to be written down or memorized.

Next Generation 911 refers to an initiative aimed at updating the 911 service infrastructure in the United States and Canada to improve public emergency communications services in a growing wireless mobile society. In addition to calling 911 from a phone, it intends to enable the public to transmit text, images, video and data to the 911 center. The initiative also envisions additional types of emergency communications and data transfer. This NG911 infrastructure is intended to replace the current services over time. The National Emergency Number Association (NENA) first identified the need for NG911 in 2000, and started development actions in 2003, and is nearing full definition and standards for NG911. Since 2006, the US Department of Transportation (DOT) in the United States and the Canadian Radio-television and Telecommunications Commission (CRTC) in Canada have been leading their respective initiatives, which include research and development projects aimed at advancing NG911. On January 24, 2013, the CRTC announced the first step toward a Canadian implementation of NG911 and, in March 2016, began a consultation with the public to discuss what services should be offered, who will play a role in offering these services and how these services should be paid for. Several US states have implemented versions of NG911, as of October 2013.

Advanced Mobile Location (AML) is a free-of-charge emergency location-based service (LBS) available on smartphones that, when a caller dials the local short dial emergency telephone number, sends the best available geolocation of the caller to a dedicated end-point, usually a Public Safety Answering Point, making the location of the caller available to emergency call takers in real-time. AML improves the time taken by emergency call takers to verify the location of callers and can improve the time taken to dispatch an emergency response.

STIR/SHAKEN, or SHAKEN/STIR, is a suite of protocols and procedures intended to combat caller ID spoofing on public telephone networks. Caller ID spoofing is used by robocallers to mask their identity or to make it appear the call is from a legitimate source, often a nearby phone number with the same area code and exchange, or from well-known agencies like the Internal Revenue Service or Ontario Provincial Police. This sort of spoofing is common for calls originating from voice-over-IP (VoIP) systems, which can be located anywhere in the world.

References

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  40. ↑ Earl, Jennifer (March 22, 2017). "iPhone users warned about potentially dangerous "Siri 108" prank". CBS News . CBS Interactive. Archived from the original on October 24, 2019. Retrieved October 23, 2019.
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