When you call 911 you are calling a service for all types of emergencies: police, fire, emergency medical services (EMS), hazardous material spills, etc. The first thing the initial 911 dispatcher will do is determine what type of problem you are having in order to decide which dispatcher should take your call and what type of response to send. The initial 911 call goes to the police 911 answering point and they determine if this is a police/fire or EMS emergency; your call will then be transferred to the appropriate dispatcher. If it is a combined call such as an automobile accident, the police dispatcher will ask a few questions before transferring you so they can also contact the appropriate law enforcement agency.

Our dispatchers do not work alone at the dispatch center. One dispatcher may be taking the information while the other dispatcher is paging out the closest fire station for the help you need. If you live in the area served by Whatcom County Fire District 14 and are calling 911 regarding a medical problem, a Whatcom Medic 1 ambulance is dispatched immediately at the SAME TIME as is the nearest fire station. The dispatchers are specially trained Emergency Services Specialists and will have many questions. Do your best to answer the dispatcher's questions and keep in mind that help is being sent at the same time as the dispatcher is talking to you!

Following are two examples — one for a fire or hazardous situation, and one for an emergency medical situation. First example: If you called 911 to say your house was on fire, the dispatcher that you are talking to would be sending that information to another dispatcher electronically and continue to ask questions and give you instructions. The other dispatcher is paging out the closest fire station to your house.

Second example: If you call to say you have a medical problem such as a possible heart attack, the dispatcher you are talking to is taking the information while he or she sends it electronically to dispatcher #2 who will page out the closest fire station to you, plus a Whatcom Medic 1 ambulance. All the Whatcom County fire stations also respond to medical problems and have trained Emergency Medical Technicians (EMTs) who can initiate emergency life-saving skills. Medic 1 is staffed with Advanced Life Support paramedics. You are only charged for Whatcom Medic 1’s services.

The dispatcher taking your call can walk you through steps to help the person or situation in trouble. Please stay on the line and continue to answer the questions. Remember, help is coming while you continue to talk on the phone!

Dispatchers determine the appropriate apparatus and personnel to send on calls. They have had extensive technical training and all fire/EMS dispatchers have taken the Emergency Medical Technician course.

To highlight important points about calling 911, the first and foremost is STAY ON THE LINE, knowing that your information and the help you need is being sent to the closest response agency AS YOU SPEAK to the dispatcher.

Second, 911 is part of our Emergency Response System. Each part of the system plays an important part in getting the public the help it needs. Whatcom County dispatchers are highly-trained professionals. They help us get you the help that you need.

Updated: May 25, 2003