Guidance For Command Centers

The following material was published in an Appendix of the final report issued by the Wireless Emergency Response Team (WERT), formed after the Sept. 11 terrorist attack at the World Trade Center to locate any survivors from their wireless devices--phones, pagers, personal digital assistants, etc. It was issued to the New York City 911 Center, but is applicable for any center handling a major incident where persons might try to obtain help from the site with a wireless device.

APPENDIX A.

This Appendix contains guidance that was developed by the WERT for the 911 Command Center. The WERT believed that special guidance was needed for handling calls from Cell phones of trapped survivors because of the special circumstances (e.g., the normal practice of keeping callers on line could waste battery power, the challenging debris field made signal transmission very difficult, etc.)

URGENT - TOP PRIORITY
ATTENTION: Platoon Commander
NYC 911 Command Center

Here are guidelines that the Wireless Emergency Response Team (WERT) has developed for the NYC 911 Command Center Operators.

KARL F. RAUSCHER
WERT Coordinator
Director - Network Reliability, Lucent Technologies

Suggestions for the PSAPs when talking to the Trapped Survivors:
  • Since existing conversation indicates established signal, advise survivor to keep handset in same position, during and after end of 911 call.
  • Record survivor name, phone number, and service provider (e.g., AT&T, Verizon, Sprint, Nextel, etc.). This may speed the search for the victim.
  • Advise them to keep the phone on, but minimize the talk time. We can call back. Most phones are usually efficient at conserving power. If the victim keeps turning off the phone this might drain more power.
  • Advise the victim NOT to manipulate the phone (for example, pressing buttons) in any way that makes the face light up. The lights in the phone use a lot of power. If handset is on vibration mode, and the operator determines that the survivor is alert enough, turn off vibration mode, if possible.
  • Customers will be sent a text message to call 911 at the time when trace equipment is in place. If it is not necessary to talk to the customer, but 911 operators need to send a message to them, we can use Short Message Service for some of the phones. 911 Center should contact WERT at bridge 877 xxx-xxxx.
  • Conduct additional routine 911 questioning (get condition of survivor)
  • Minimize length of call
  • Encourage survivors that we are working very hard to locate them.

*Notify the Wireless Emergency Response Team (WERT) immediately. When calling please provide all recorded information and please provide the 911 call record.

Additional 911 Command Center Input from U.S. Secret Service

  • What floor or location do you recall being on before the collapse?
  • Are you able to hear any noises?
  • Are you able to see any sunlight?
  • Are you able to see others? Are they conscious?
  • What is your physical condition?
  • Help is on the way.

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