When the call-taker answers the telephone--any telephone--his/her first task is to determine if the caller is reporting an emegency. Although 911 is reserved for emergency calls, it's not uncommon for reports of medical emergencies, shootings or other urgent incidents to be placed on non-emergency lines. In some cases a caller will dial "O" for the operator, who will transfer the caller on a non-emergency line.

An emergency usually--but not always--is obvious from the caller's words or demeanor. With experience, a call-taker can quickly detect the slight "out of breath" or single-mindedness of the caller that indicates they have witnessed something terrible or need help immediately.

But if it isn't immediately obvious, the call-taker must ask questions to narrow down why the person called, and what type of assistance they need.

Once the call-taker has made this determination, the call can procede one of two ways--either quickly begin a series of questions to obtain the necessary information to assist the caller with the emergency, or a more leisurely conversation to obtain information.

Click on "Yes" or "No" to procede.