What’s New for Mentor 9-1-1
The U.S. Senate adopts April as 9-1-1 Education Month.
Across the country departments have had difficulties with non-emergency 9-1-1 calls. Congress noticed that the public is not educated on the proper use of the 9-1-1 system. When people call 9-1-1 for non emergencies, they are potentially delaying the response time for people in life and death situations which could have fatal outcomes.
Dispatcher Suzy adopted a program from a California based non-profit organization that is backed by 8 nationally recognized organizations dedicated to advancing public safety communications called 9-1-1 for Kids. This program was developed to support educating the public about 9-1-1 by 
introducing fun characters and a 9-1-1- mascot, Red E Fox. Although the program has been developed for all age groups, Dispatcher Suzy started the program with the First Grade students of the Mentor School System. She goes into all Mentor Elementary Schools along with St Mary’s and Lake Elementary in Mentor on the Lake during the month of April to educate the children. The program starts with a short video, followed by a small presentation and ending with a fun game. The teacher is given certificates to hand out along with stickers and other cool stuff. To keep the excitement going with the children, Dispatcher Suzy has developed a coloring contest. The coloring page promotes Red E Fox and the 9-1-1 for Kids program. Along with a prize, the winners have their winning coloring page posted on Channel 12 for all of Mentor to view.
Anyone can learn more about the program by visiting www.911forkids.com
9-1-1 Communications Center
The City of Mentor
8467 Civic Center Blvd
The City of Mentor’s Safety Forces Communication Center is a designated 24-hour PSAP.
A PSAP is a Public Safety Answering Point where 9-1-1 calls are received and/or dispatched. It is a facility equipped and staffed to receive emergency calls requesting police, fire, emergency medical and other public safety services via telephone and other communication devices. Mentor’s Communication Center is a primary PSAP at which emergency calls are not only first answered and triaged, but also the point from which calls are dispatched.
9-1-1 lines are reserved for emergency calls to report a crime in progress, or fire, or request an ambulance. In essence, the normal use of 9-1-1 to access emergency services is generally reserved for those situations when the response by such services is immediately needed because of a life or death situation. In nearly every case, the caller should expect to be asked the location of the emergency, their call back number as well as the nature of the emergency. This scenario allows the telecommunications officer to confirm the information that may be displayed with the call as well as determine the appropriate priority and response needs of the caller. Using 9-1-1 for non-emergency calls may delay the arrival of help for people caught in a life or death emergencies.
When to Dial 9-1-1
Examples of an emergency:
• Any Serious medical problem (chest pains, seizures, bleeding, choking)
• Any type of fire or smoke (business, car, home)
• Any life threatening situation (fights, people with weapons, etc.)
• Traffic accidents with injuries
• Crimes in progress (someone breaking into your home or neighbor’s home)
9-1-1 is NOT to be used for questions regarding power outages, directory assistance, weather forecast, phone repair, or cable repair.
What to do when calling 9-1-1
1. Remain Calm
2. Listen to Dispatcher
3. Answer all questions
4. Stay on the line
5. Follow directions
What information will the dispatcher need?
• The location where assistance is needed
• Your name and the phone number you are calling from
• The nature of the emergency
Additional information when applicable
1. Weapons – Are there weapons involved
2. Are there injuries? Do you need an ambulance dispatched?
3. Has anyone been drinking or using drugs?
4. When? Is it happening now?
5. Who? Who is the victim, suspect, etc.?
6. Why? Do you know why this is happening?
7. Which direction did the suspects go?
8. Description of suspect
9. Did they leave in a vehicle or on foot; and if in a vehicle, what is the vehicle description?
Why does the operator ask all these questions?
Regardless of the information displayed on the screen, the 9-1-1 dispatcher has to confirm that it has not changed. When you are reporting an emergency, try to remain calm, as hard as it may be, so that the dispatcher is able to fully understand the problem. The dispatcher may ask you to stay on the line while they dispatch help. You may not hear anything at this time. Do Not hang up until the operator returns and gives you further instructions. You will be told when to disconnect.
If your call requires police response, the dispatcher will ask you a number of questions – including your address and phone number – to get you the appropriate assistance.
If you are calling for a medical problem, they will ask the patients age, whether he or she is conscious and breathing and then a series of additional medical questions. These questions follow the Emergency Medical Dispatch Protocol drafted by Medical Priority Consultants Inc. in Salt Lake City, Utah.
For example, if you call because someone is having chest pains, you may be asked these questions:
• Is he completely awake?
• Is he breathing normally?
• Is he changing color?
• Is he clammy?
• Does he have a history of heart problems?
• Did he/she take any drugs or medications in the past 12 hours?
To someone in an emergency, these questions might seem to take unnecessary time. However, answering these questions provides critical information to the dispatcher, so they can determine how much help is needed and allows the ambulance and fire units determine if they need to use emergency lights and sirens. Please remember that remaining on the line with the dispatcher does not delay response.
Answer questions promptly, correctly, and calmly so that the dispatcher, who is a certified Emergency Medical Dispatcher, can provide you, the caller with the important instruction before help arrives. They are trained to guide you through CPR, the Heimlich maneuver or other first-aid procedures before the ambulance arrives – which could make a big difference in life and death situations.
Other helpful hints:
• Remain Calm – we need to be able to understand where help is needed.
• Always listen to the dispatcher.
• Help is already on the way – while you are answering the dispatcher’s questions.
• Information is entered into the computer and dispatched to the proper units.
• Remain on the line until you are told to hang up. The dispatcher may need more information to give you further instruction while help is on the way.
• Be familiar with your area. We can’t help you if you do not know where you are.
• NEVER intervene in a crime in progress.
What about cell phones?
Cell phones work differently than hard wired phones. When 9-1-1 is dialed with a cell phone, it connects to the closest tower, not necessarily the correct police station you need. Lake County Central Communications will receive the majority of the initial calls in our area. Always be prepared to give the location where help is needed. If you do not know the address, use landmarks such as businesses you can see.
Lake County Central Communications will ask some of the same questions in order to transfer you to the correct department. The questions are as follows:
1. Where help is needed (in order to connect you to the correct department)
2. What is the emergency (In order to send police, fire, or both)
3. Your name and the phone number you are calling from (In case you are disconnected before you speak with the correct department)
Once you are transferred to the correct department, that dispatcher will ask you these same questions again. Keep in mind that you are speaking with a different department now, so they will need to know that same information.
Accidentally dial 9-1-1?
If you dial 9-1-1 by mistake, stay on the line and let the dispatcher know that you misdialed. If you hang up, the dispatcher will attempt to call you back. If there is no answer or the line is busy, a police officer will be sent to the address of the call. ALL calls to 9-1-1 automatically go through, so do not hang up and think it will not go through – it will.
If you have an emergency, but it is not in the city of Mentor, save precious time and contact the department where help is needed. Mentor cannot send help outside of its jurisdiction. Dial 4-1-1 or the operator to directly connect you to that specific department. This will save the person valuable time. In an emergency, every minute counts.
What are Non- Life Threatening Emergencies?
• Property damage accidents (fender benders)
• Break in to a vehicle (when suspect is gone)
• Theft of property (when suspect is gone)
• Vandalism (when suspect is gone)
• Panhandlers
• Intoxicated person who are not disorderly
• Cars blocking streets, alleys, or sidewalks
• Loud party or dogs barking
• Harassment by phone, internet, or text messages
For Police / Non Life Threatening Emergencies, call (440) 255-1234
For Fire or medical non life threatening emergencies call (440)255-1212
The dispatcher will gather information to determine the appropriate response. Calls are then dispatched in order of priority. For example, a disturbance will be dispatched before someone who locked their keys in their car even if they reported first.
When you call a non-emergency number, the calls are connected to either (440)255-1234 or (440)255-1212. These non-emergency phone lines come directly into the Emergency Dispatch Center and are answered by dispatchers.
The dispatcher might answer the phone with, “Mentor Police/Fire. Do you have and emergency?” If you do not have a life or death emergency requiring immediate assistance, you should simply answer “no”. You will be placed on hold momentarily. Do not hang up, the dispatcher will return to the lines as soon as possible. Please remember when you call, dispatchers have seconds to prioritize several calls simultaneously. Seconds can mean saving a life for someone calling 9-1-1. If you are unsure if you have an emergency (example: reporting a car accident), listen carefully to the questions being asked and keep answers brief. Unfortunately, dispatchers do not have much time to talk. When every second counts, quick prioritizing of calls is essential.
DO NOT CALL 9-1-1 for the following:
• For information regarding weather or road conditions
• For phone numbers or other government agencies
• To report utility problems such as power outages, phone or water repair
• To ask for directions or road names
• General information pertaining to police reports or correctional facilities
• Requests for taxi services
• Inquires regarding parade times, Trick or Trick times, fireworks time, business times during holidays, pool passes, concert times, etc.
• Legal advice of any kind
For non emergencies, consult your telephone directory or internet for the appropriate number for the agency, department, or individual you are trying to contact. If you do not have a telephone directory, call 4-1-1 for directory assistance. 4-1-1 can be dialed from any cell phone.
Safety Forces Communications Technicians are not to provide phone numbers or look up information in the phone book for residents. They are there to answer emergency calls for service and to dispatch safety forces quickly to those in need of immediate help. Please think before you dial.
When you use the following helpful numbers, you will get a quicker response to your non emergency issue. Emergency dispatch has seconds to determine priority and might put you on hold several times before being able to direct you to the correct department.
Helpful Non-emergency Numbers
City Hall: (440) 255-1100
Police Administration: (440) 974-5760
Fire Administration: (440) 974-5765
Police Records Department: (440) 974-5762
Municipal Court: (440) 974-5744
City Jail: (440)974-5757
Public Works Department: (440) 974-5780
Parks Department: (440) 974-5720
Channel 12: (440) 974-5794
Ice Skating Arena: (440) 974-5795
Detective Bureau: (440) 974-5763
Prosecutor: (440) 974-5752
Important: These phone numbers connect to Mentor Safety Forces Communications Center after hours and on the weekends. Dispatchers will not provide non-emergency phone numbers, or look up information in the phone book for residents.
Additional Numbers
Information 4-1-1 (can be dialed from any cell phone)
Poison Control (800) 222-1222
Crisis Hotline (440) 357-7300
CEI (888) LIGHTSS
East Ohio Gas Co. (216) 736-6650
AT&T Repair (800) 572-4545
Lake County Sheriff (440) 354-3434
Ohio State Patrol (440) 354-3233
Health Department (440) 350-2543
Dog Warden (440) 350-2640
Council on Aging (440) 205-8111
