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In a basic life support class, students are instructed to call 911 or the workplace emergency number in the event of an emergency. It is the job of the 911 dispatcher to evaluate and prioritize the call based on the information received. When talking to an emergency dispatcher it is not always easy to remain calm depending on the circumstances. However, it is important to try and be as clear as possible with regards to the emergency that you have so that the dispatcher can send the most appropriate resources. In many U.S. regions, 911 is a public access number for police, EMS, and the fire department. You would not want police to show up to you house if a family member is having chest pain.

As soon as you a dispatcher answers and asks you “do you have an emergency?” you need to affirm and make a very clear statement. Talking to a dispatcher could be looked at like doing an internet search. If you are looking for “apples” you would not type in “fruit”. In order to help the dispatcher prioritize the call, think of an exact match type of phrase. “I have a family member having chest pain.” Is much more clear then “I have a family member who is sick.” Below I have included an example of exact phrases. Please note that these are note all inclusive.

“I have a man who is unconscious in a vehicle.”

“My mother is having difficulty breathing.”

“My friend’s child was found at the bottom of the pool and is unresponsive.”

“My uncle is confused and disoriented.”

“There has been a serious vehicle accident.”

“My student is having a seizure“

When accessing resources by calling 911, make your initial statement very clear, and allow the dispatcher to ask the questions from that point. The call will be much more effective when the dispatcher is allowed to ask the questions after having received a clear initial statement from the caller. Try to avoid being ambiguous.

Taking a basic level CPR and First Aid class can help with understanding how to identify life threatening emergencies and appropriately responding until help arrives. Most emergency dispatchers are trained to provide basic instructions to help callers manage their situation. Dispatchers however are very limited in what they can do and it should be understood that they are not in a position to provide solutions to all emergencies. There will always be situations where there is nothing the dispatcher can do except to summon the appropriate resources.

Michael Morales EMT-Paramedic

http://www.vitalethics.org

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