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How 911 Works

Explanation of how the call is taken, the call takers responses, and dispatcher's actions...

(1) The call is made and routed to the dispatch center for that area.
(2) In the event of a disaster that disabled the WVCC, the call would be routed to our backup center.
(3) The call is received, and any enhanced location information appears on the call taker's station. If the call originated from a cellular phone rather than a local phone line, the caller needs to tell his/her location.
(4) If all the call takers are currently busy, the call stands in a queue. Those who have been waiting longest, or those whose situations are the most urgent are then answered first.
(5) Once the call taker has all the necessary information, those details are passed on to the appropriate dispatcher's stations. Which one it goes to depends on what area the call is from and the type of emergency.
(6) The dispatchers check which of their field units are available and where they are, then relay the message to them. While help is on its way, the call taker continues trying to help over the phone.