Frequently Asked Questions

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1.00 - Common Business Related 911 Questions

• 1.01) What type of information does the 911 system receive automatically when a call is placed?

  The telephone number, address, resident or business name, type of phone, emergency service zone, and the emergency agencies responsible for the area.

• 1.02) Is the location of the phone at the business displayed?

  In most cases, no. This is a flaw in the current system that is being addressed through legislation. Currently, in businesses with multiple lines or remote lines, there is no way of knowing the exact location on the property of the originating call. The number displayed when the call is received is the main PBX number regardless of what extension the call originates from. This is why the front desk clerks of motels are often called by the 911 operator and asked if they have received a report of any problems.

• 1.03) Why do they ask so many questions before responding?

  It is imperative that enough information is obtained to protect any citizens that may be endangered, respond appropriate emergency service personnel, and apprehend suspects that may have left the scene. In an emergency situation, the operator will obtain enough information to determine what is going on, the location, and any further danger and transmit it to the radio operator. While the call is being dispatched, additional response information is being obtained.

• 1.04) How can Security personnel assist?

  Security personnel are an important part of protecting your business. However, we do not encourage personnel to andanger themselves to prevent a suspect's escape, etc... It is imperative that the responding emergency service personnel understand the type of situation they are responding to. Security personnel will help reduce confusion by providing the desk clerk with as much information as possible, especially injury and suspect information, in order for the information to be relayed to the 911 operator when the original call is placed.

• 1.05) What type of information is needed?

  General Information includes: What is happening? Where is it happening? (business name, address, location on property) Who is involved? (names, descriptions) Is anyone armed, who? (* as needed) Has a suspect left the scene? Direction, mode of travel, time laps? (* as needed) Whom does the emregency personnel need to meet and where?

• 1.06) How can my personnel remember what to look for in a suspect and vehicle description?

  There is a simple method in which professional communicators are taught to ask for and document suspect descriptions. Vehicles: C- Color Y- Year M- Make/model B- Body style A- All other information L- License tag Persons:Generally, try to remember a person from head to toe, and from outer clothing to detailed items. An example order is: race/sex/glasses age hat shirt pants/shorts shoes facial description (hair, mustache, beard)

• 1.07) What should we do when a 911 center calls to ask if there is any problem, due to a 911 disconnect?

  911 operators may call the business to determine if a call received from a coin phone was received from a phone that is visible from the employee's work station. If so, the employee may be asked if there is any problem and to verify the number on the phone. If the call did originate from the lobby or inside phones, response may be canceled. Employees should never be asked to leave the safety of the lobby area to check a phone. For motels, since there is no way of knowing if a call was received from a PBX or a room phone, the clerk may be called and asked if everything is OK. A deputy will be dispatched on these type of 911 disconnects, but the contact is made to expedtite response if a problem was reported to the front desk. If contacted and advised of a disconnect, the clerk should be cognizant of their surroundings and of any suspicious calls from rooms received before or after the disconnect, and should report these calls to the officer when he arrives. If a citizen was attempting to call for help and had difficulty getting through, they may attempt to call the operator also.

2.00 - How 9-1-1 Works For You

• 2.01) Who pays for 9-1-1?

  We all do. A monthly fee is collected on the telephone bill from all citizens and businesses in Osceola County.

• 2.02) How do I get connected to the 9-1-1 system?

  When you originally request phone service from the telephone company, when you move and keep your old number or when you move and get a new phone number, you immediately have access to 9-1-1. The telephone company will program your "new" address information into the 9-1-1 system.

• 2.03) What happens when I dial 9-1-1?

  There are three public safety answering points PSAPS) in Osceola County: These communications centers are located at the Kissimmee Police Dept., St. Cloud Public Safety Complex and at the Osceola County Sheriff and Fire / Rescue Communications Center. The 9-1-1 system computers automatically route your call to the proper PSAP, which is determined by the area where you live. If you live in either city, that city’s PSAP will answer your call.

  If you live in the unincorporated area of Osceola County, 9-1-1 operators at the Sheriff’s Office will answer your call. Medical and fire calls in the county are then transferred to Osceola County Fire Rescue. If, due to phone problems, the PSAP cannot receive your call, it will be transferred automatically to one of the other two PSAPs. Those 9-1-1 operators will ensure the call is dispatched.

  When the 9-1-1 operator answers your call, the telephone owner’s address will display. If the telephone is not unlisted, the name will also appear. Information pertaining to the type of service such as residential, business or coin will also display.

  Operators generally answer the phone within two rings. They will answer with a standard greeting of:

  "9-1-1, what is your emergency?"

• 2.04) Why do they ask so many questions?

  The 9-1-1 operator must ascertain precisely the type of service the caller needs and where to send the help requested. He must give the officers, fire and medical personnel responding accurate information. The responders need this information to safeguard the victim, themselves and the general public. As the operator questions the caller, he simultaneously types the information onto a computer aided dispatch system. This system sends it, by computer, to the radio operator who is often dispatching the call as the 9-1-1 operator is questioning the caller. While the questioning process may seem long to the caller, the dispatch of the incident actually takes place very quickly.

  After determining the nature of the emergency, you will be asked your name, address and telephone number. Although some of the information will appear on the computer display, the 9-1-1 operator will ask since many times the telephone owner is not placing the call. In addition, the incident may not be happening at that location.

  9-1-1 operators are trained to remain clam while efficiently obtaining information from the caller who may be under extreme stress due to emergency situations they are reporting. The operator will assist you best by firmly pursuing their interrogation until they have the necessary facts to properly respond help to you.

  In addition to caller information and depending on the type of emergency, some of the questions the 9-1-1 operator frequently asks are:

  • What is happening?
  • Is anyone injured?; type of injury
  • Type of fire; occupied or unoccupied?
  • Is anyone armed?; Type of weapon
  • Has suspect left?; direction and time lapse
  • Suspect Description

• 2.05) What happens if I dial 9-1-1 by mistake?

  Callers who dial by mistake should stay on the line when the 9-1-1 operator answers and explain that the number was dialed in error. The operator will verify that police, fire or medical assistance is not needed. If the caller disconnects, the operator will call the number and attempt contact. A law enforcement officer may be sent to the address displayed on the screen to make sure all is in order.

• 2.06) What about prank calls made to 9-1-1?

  Whoever accesses the number 9-1-1 for purpose of making a false alarm or complain or reporting false information which could result in emergency response of any public safety agency is guilty of a misdemeanor of the first degree punishable as provided in FS 775.082 or 775.083.

  Your understanding and proper use of Osceola County's 911 system will greatly enhance your ability to efficiently respond to your emergency needs.

3.00 - Common Reverse 9-1-1 Questions

• 3.01) What is Reverse 9-1-1?

  Reverse 911 is the name of a product provided by Sigma Communications, Inc. There are many similar programs that are named differently. The program contains many components including a computer, network connectivity with emergency service agencies, and the county telephone system and telephone lines.

  The system is designed to allow the use of many phone lines to place simultaneous pre-recorded calls to numbers in the system.

• 3.02) How do I get connected?

  All published and non-published telephone numbers in Osceola County are in the system. The system is updated monthly to account for new telephone numbers that are issued.

• 3.03) What type of calls will be placed on the system?

  The type of calls that will be placed on the system will be determined by each emergency service agency.

  The system was implemented to expedite the notification of our citizens, and to promote public safety. The types of calls listed below represent a small portion of the potential use of the system.

  Emergency Notifications:

  • Evacuation Notifications
  • Hazardous Materials Spills
  • Missing/Endangered Persons
  • Fires Endangering Homes etc. Major Road Closures Due to Emergencies
  • Emergency Personnel Mobilization

  Non-Emergency Notifications:

  • Crime Watch Notifications
  • Hotel/Motel Security Groups
  • Guardian Program

• 3.04) How are calls made?

  Calls are made using one of two methods.

  Geographically:

  The system contains a map of Osceola County. Geographical areas can be selected on the map and outlined using mapping tools contained in the system. All records that fall within the outlined boundary would be called.

  By List:

  Lists will be developed within the system. These lists of groups such as crime watch etc. would be created with the permission of each person included in the list. As necessary, emergency service agencies would be able to then send notifications out to all telephone numbers contained within the list.

• 3.05) How fast is the system at making notifications?

  We have determined most messages will be approximately 30 seconds in length. Therefore, we hope to be able to notify more than 1,500 numbers per hour.

• 3.06) Will answering machines and / or TDD machines receive the call?

  Yes, the system is designed to leave a message on answering machines.

  We are asking telecommunications device for the deaf (TDD) users to notify us. Their record in the system can then be set up to accommodate that type of call.

• 3.07) Will the system be used as an emergency warning system for dangerous weather?

  The system may be used to notify citizens and business owners of potential threat or necessity to evacuate during the pending threat of a hurricane.

  The system generally will not be used to attempt to warn of storm activity such as heavy rain, high winds or tornado activity. With the unstable weather patterns in our state, there would not be enough time to notify all citizens in the county.

  We encourage our citizens to monitor local news media etc. any time bad weather is present. Osceola Emergency Services works closely with the local media to warn of any known threats.

• 3.08) What if I do not wish to participate in the system?

  We encourage all citizens to participate, and assure them that they will only be contacted in the event of any emergency unless they wish to participate in additional programs. However, forms are available at the Public Safety Office to request to be removed from the system.