WHAT IS AN EMERGENCY 9-1-1 CALL?

The ESCB defines an emergency call to 9-1-1 as:

"A telephone request for public safety agency emergency services which requires immediate action to save a life, to report a fire, or stop a crime.”

Every call to 911 must be considered an emergency call by the call taker until such time as the call no longer can be defined as stated above. At which time the call may be processed using agency policy and procedure which will allow the agency to continually maintain that 90% of all 9-1-1 calls be answered within 10 seconds (ESCB Rule).

The call must be removed from the incoming emergency 9-1-1 telephone trunk as soon as practically possible to allow for additional emergency call reporting to be received. Transferring the call to a non-emergency line is not acceptable as the 9-1-1 trunk continues to be utilized for and during the continuing conversation. It is suggested that the caller be referred to a 10-digit telephone number to call or the call taker return a call to the caller on a non-emergency line.

PSAPs may not promote any other emergency number than 9-1-1 within their jurisdiction.

Reference: NENA-01-002, definitions
ESCB Rules