With the potential for multiple transfers in a single call, the 911 triage system can be confusing. Here’s how it works

If you’ve never called 911 before, you may be surprised to learn that you could end up talking to two or three different operators by the end of your call. 

If you have called 911 before, there’s a chance you experienced this firsthand, which may have left you confused and even frustrated. As jarring as it can be to deal with in the middle of an emergency, there’s a reason the process is set up this way.

Here’s why: 

How the 911 Triage System Works

The 911 triage process is designed to deliver the right first response team to the victim and to do so as fast as possible. 

When a call comes through, the 911 operator’s top priority is to determine the nature of the emergency. Does this person need the police, the fire department, or an ambulance?

Of course, the information the caller provides is a big help in this process. But emergencies can be incredibly nuanced, and the caller may need more than one service. To determine exactly what they need, the operator is trained to ask a series of questions for each type of emergency. 

Based on the answers they get, they can dispatch the appropriate first response team (or teams) to ensure the caller gets all the help they need.

So, Why Am I Being Transferred in the Middle of an Emergency?

Once help is on the way, operators are trained to stay on the line with the caller until help arrives. However, the help they provide differs depending on the nature of the emergency. 

In a medical emergency, they may advise the caller on how to care for themselves or someone else. In an active intruder situation, they may need to give instructions on where to hide or what to do to stay safe. In a fire, they may guide the caller on where to take cover and how to reduce smoke inhalation.

This is where the heart of the issue lies. 

Not every 911 dispatcher is trained to provide assistance with each type of emergency. Some may only be trained to handle medical situations, while others may be trained on fires and personal safety scenarios. 

If you have a medical emergency requiring professional guidance and your operator isn’t trained in medical, they’ll collect your location information, dispatch an ambulance, and then transfer you to someone who can talk you through what you need to do.

The Problem

There are two main issues with this system, and they both directly impact the caller:

• Answering repeat questions – When you get transferred from one operator to another, the information you’ve already provided doesn’t get sent between them. So, you’ll often find yourself answering the same questions twice. Or if you get transferred again, three or more times.
• Lack of consistency – Depending on where you live, you may be able to call 911 without being transferred a single time. Or, you may have to deal with multiple transfers. It all depends on how your local dispatchers are trained. 

So, every time you call 911, you’re essentially rolling the dice on whether or not you’ll have to answer the same questions over and over while in a terrifying, overwhelming, and even life-threatening situation. Needless to say, this can make an already terrible situation even worse.

Is There a Way Around It?

Unfortunately, there’s no way to completely avoid being transferred when calling 911. There’s no guarantee you will be, but there’s always a chance. It’s simply how the system works. 

However, there is an emergency alert system that eliminates this problem entirely. 

It’s called the Rescu app, and it’s the fastest way to get help in an emergency. Rescu lets you send an alert and dispatch help to your pre-registered address or current location anywhere in the US with just two taps on your smartphone or Apple Watch.

If you can’t or don’t want to answer questions, you don’t have to talk on the phone at all. But if you’d like to have the comfort and support of a professional, Rescu always gives you the option to call or text a dispatcher after you’ve sent an alert.

Rescu’s headquarters is a UL-certified, five-diamond-rated monitoring center that operates independently of the 911 system, and our dispatchers are trained to handle all manner of emergencies. That means you can call with confidence, knowing you won’t have to repeat yourself while under extreme stress.

There’s a reason over two thousand people trust Rescu with their personal safety. Check out our website if you’d like to learn more, and click the buttons below to carry peace of mind in your pocket wherever you go.