Trending
The time that an emergency strikes is not the time to be figuring out if your 911 call is going to be answered at the correct location.
But that's what can happen due to some glitches brought on by changes in technology that involves using telephone systems that operate over the Internet.
Emergency dispatchers receive data transmissions indicating the address of the caller. Sometimes, however, that information is not correct, and now local emergency dispatchers, including the ones who work at the Trumbull County 911 Center, are being trained to verify locations before going any further.
One potentially disastrous situation occurred, for instance, when a caller using a Voice over Internet Protocol (VoIP) system who formerly lived in Cortland, called 911 from her new home in Charleston, S.C. Instead of going to a call center in South Carolina, the call rang at the Trumbull County 911 Center in Howland.
VoIP systems are unique phone systems that are becoming increasingly more prevalent in the area than people realize. They are usually less expensive to purchase for businesses and homes. But because the system isn't often as sophisticated as others, it can become problematic.
There are more than 130 VoIP providers in Ohio, many with bundled service with internet and cable.
"People unplug their computers and phones, and they move. So in those cases it might not populate the correct address, or even go to the closest 911 center," said Trumbull County 911 Director Ernie Cook.
Emergency dispatchers here said the problem occurs as often as several times per day.
And when a dispatch center picks up a call from the wrong region, dispatchers have to transfer it to the right dispatch center because it cannot dispatch the right emergency personnel. Unfortunately, that isn't as easy as dialing 911 since dispatchers have to look up the correct non-emergency number for the dispatch center, and then transfer the call to them.
The chance exists that the call could be dropped, leaving an emergency out there somewhere and no way to find it.
Since 2005, the Federal Communications Commission has required all VoIP providers to provide 911 services and transmit location data. But many people don't realize they need to update their addresses when they move the equipment.
If you think you have a VoIP system, the time is now -- not during an emergency -- to ensure your system is operating with the correct information.
Here is what the FCC says you need to know:
l Provide your accurate physical address to your interconnected VoIP service provider to ensure that emergency services can quickly be dispatched to your location;
l Be familiar with your VoIP service provider's procedures for updating your address and promptly update address information in the event of a change;
l Have a clear understanding of any limitations of your 911 service;
l Inform children, babysitters and visitors about your VoIP service and its 911 limitations, if any;
l If your power is out or your internet connection is down, be aware that your VoIP service might not work;
l Consider installing a backup power supply, maintaining a traditional phone line or having a wireless phone as a backup.
Also, always remember that 911 answering centers may not be able to receive texts, photos and video.
If you have questions about whether the phone service you are receiving is an interconnected VoIP service, contact your service provider for further information.
Don't wait until it's too late.
editorial@tribtoday.com