911 Workflow

911 Workflow


Call 911 when emergencies happen.

Call Respond Department

Answer 911 and non-emergency calls and give directions to callers.

Dispatch Department

Communicate with call-takers and field responders.

Field Respond Department

Field responders include firefighters, paramedics and policemen.

Telephone Callers

Cellphone Callers




Dispatcher 1


Dispatcher 2

Dispatcher 3

publish time: 2021-03-23

In the United States, 911 is the standard number for requesting help in an emergency. As represented in the 911 workflow diagram, phase 1 of the enhanced 911 (E911) program required a service provider to provide the telephone number of a 911 caller and the location of the antenna receiving the call to a local Public Safety Answering Point (PSAP). The second phase requires the provider to gather more precise information about the caller’s location, usually to within 50 to 300 meters. With E911, the 911 call is routed to the local PSAP based on Automatic Number Identification. The call-taker at the call response department will understand the emergency and will forward the call to the respective dispatcher. If the emergency is related to fire then the dispatcher will inform the nearby firefighters to go to the location. Similar cases in the case of homicide or robbery and paramedics.

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