E-911

Mission

Our mission is to receive, process, and dispatch appropriate emergency response agencies to all 911 calls for emergency services in Moore County.

911Logo2

Services

Our telecommunications staff provides callers with pre-arrival medical and fire instructions when appropriate and acts as a liaison to the public when called upon for assistance. The center utilizes standards established by the National Academy of Emergency Dispatch (NAED) for receiving requests for service and assigning resources. Telecommunicators operate the E911 center twenty-four hours a day, seven days a week.

Contact Us

  • 1 (910) 947-6317
  • 1 (910) 947-6378
  • P.O. Box 905, Carthage, NC 28327
  • Jason Steel, 911 Communications Manager
  • jsteel@moorecountync.gov

Physical Address

911 Helpful Tips

Stay calm. It’s important to take a deep breath and not get excited. Any situation that requires 911 is, by definition, an emergency. The dispatcher or call-taker knows that and will try to move things along quickly, but under control.
 
Know the location of the emergency and the number you are calling from. This may be asked and answered a couple of times but don’t get frustrated. Even though many 911 centers have enhanced capabilities—meaning they are able to see your location on the computer screen—they are still required to confirm the information.
Wait for the dispatcher to ask questions, then answer clearly and calmly. If you are in danger of assault, the dispatcher will still need you to answer quietly, mostly “yes” and “no” questions.
Let the dispatcher guide the conversation. He or she is typing the information into the computer and may seem to be taking forever. Just remember that another dispatcher has dispatched emergency crews while the other dispatcher was asking questions.
Follow all directions. In some cases, the dispatcher will give you directions. Listen carefully, follow each step exactly, and ask for clarification if you don’t understand.
Make sure your address is visible. Place three to four inch reflective numbers on the outside of your house and mailbox to help emergency responders find you.
Teach your children about dialing 9-1-1.

911 FAQs

When you need a response from an emergency service, dial 9-1-1. This means if you need a police officer, the fire department, or an ambulance to come to you as soon as possible, you should dial 9-1-1.
 
Police/Fire/Medical Dispatchers follow a predetermined set of questions/protocols. Based on your answers to these questions, we can determine the best response/level of care for you. For example, a heart attack will elicit a different response level than a broken arm, and a trash can fire will elicit a different response than a house fire.
 

No, by law automatically activated dialing and annunciation systems are prohibited from calling 9-1-1. The law requires access to the system to be initiated by a person. Your home alarm must go to an alarm monitoring company who will contact the Dispatch Center.

 
9-1-1 systems in the State of North Carolina provide for immediate translation services for all languages. Additionally, Moore County Dispatch has access to Language Line services providing translation for over 140 languages.
 
Moore County 911 Dispatchers are equipped with TDD (Teletype Device for the Deaf) detectors and can communicate with TDD’s from their 9-1-1 workstation.
 

Callers to 911 are not required to give their name/address/phone number to the dispatcher. You will never be forced to give your personal information. However, please keep in mind there may be times when officers/dispatchers require additional information from you after the call is disconnected (ex: more specific information to identify a location or update information that will affect an officer’s response). This is the main reason you will be asked to provide your name and call-back number. If you choose to remain anonymous, it will not change the officer’s/deputy’s response to your call. All calls (911 and non-emergency) into the Communications Center are recorded. These recordings are held for a set period of time in case they are needed in a later investigation.

 
When your call is received, the information is relayed to the appropriate dispatcher with a priority attached. All calls are prioritized to maximize the safety of the responders and the citizens. Calls received earlier may need to be held in order to have officers/deputies respond to life-threatening incidents. Calls with a higher priority are usually in progress. Some examples of these are: burglaries or robberies in progress, disturbances or domestic violence incidents, use of weapon calls, fire/rescue calls, etc.
What if I accidentally misdial 911?
DO NOT hang up. Instead, inform the dispatcher that you have reached the wrong number. If you do hang up, the Communications Center will call back the number to make sure everything is alright. If there is no answer or a busy signal, a law enforcement officer will be dispatched. This will needlessly take resources away from genuine emergencies.
Why is it important to tell where the incident occurred instead of where I’m calling from?
A 9-1-1 Center can only dispatch agencies belonging to its jurisdiction. Where you are calling from could be in one jurisdiction, and the location in which an incident occurred could be another. The Moore County 911 Communications Center can only dispatch for the law and/or fire and rescue departments we serve.
For example, if you are shopping at a store in Southern Pines and, upon returning to the parking lot, discover that someone had "keyed" your vehicle. Instead of calling the police at that time, you return to your residence in Aberdeen, and call 9-1-1 to report the damage. The dispatcher answering the phone will ask where your vehicle was when the damage occurred. When you state "in Southern Pines", the dispatcher will have to transfer your call to the Southern Pines Police Department, because Southern Pines Police is not an agency dispatched out of the Moore County 911 Center. In this instance, you may have to return to the Southern Pines city limits to meet with the officer to make a report.

Many 911 hang-up calls are made by children playing with the telephone. Each time a 911 hang-up call is received, the dispatcher must immediately call back the phone number to determine if there is an emergency. If there is no answer on callback, law enforcement personnel will immediately be dispatched to check the well-being of any persons at the location.

If, on call-back, there is an answer, the dispatcher will question the person (an adult) who answers the phone to determine if an emergency exists. Dispatchers have been trained to "pick up" on any unusual noises or voice inflections to determine if there is a problem at a location without the caller actually advising the dispatcher.
If a child answers the phone on a call-back, the dispatcher will request to speak to an adult to ensure that everything is okay. Some children are too young to understand what we need (give the phone to an adult), so the dispatcher will still send an officer to respond.

We ask that adults do not punish children who call 911 and then hang up, but rather explain to them that 911 should only be used in an emergency. If children are punished for dialing 911, it may scare them from using it in the future, whether they have a legitimate emergency or not. Moore County 9-1-1 Communications also is available to do tours for children (and adults) so they are able to have a better understanding of 911 (call 947-6317).

Community Outreach

Maintaining community contact is the life blood of the 911 emergency response effort. Making available public education opportunities services to increase citizen knowledge and understanding why 911 is the epicenter of the public safety system. It is important that persons understand the functions of the emergency response process beginning with a 911 call to the arrival of Police, Fire, Rescue and EMS services.
Although the Moore County 911 Center is a secure facility requiring restricted access, organized tours are welcomed. When visiting the 911 Center, visitors are given an opportunity to learn the “do’s and don’ts” of calling 911 including what questions will be asked by the dispatcher. Tours may be scheduled by calling the Communications Manager. It is preferred that the requestor provide at least 1 weeks notice. Tours with 10 or more persons may be divided into two groups during the tour session. Adult supervision is required for Youth tours. Tour hours are flexible….we never close.

911 History

The three-digit telephone number "9-1-1" has been designated as the "Universal Emergency Number" for citizens throughout the United States to request emergency assistance. It is intended as a nationwide telephone number and gives the public fast and easy access to a Public Safety Answering Point (PSAP).
 
In the United States, the first catalyst for a nationwide emergency telephone number was in 1957, when the National Association of Fire Chiefs recommended use of a single number for reporting fires.
 
In 1967, the President's Commission on Law Enforcement and Administration of Justice recommended that a "single number should be established" nationwide for reporting emergency situations. The use of different telephone numbers for each type of emergency was determined to be contrary to the purpose of a single, universal number. Other Federal government agencies and various governmental officials also supported and encouraged the recommendation. As a result of the immense interest in this issue, the President's Commission on Civil Disorders turned to the Federal Communications Commission (FCC) for a solution.
 
In November 1967, the FCC met with the American Telephone and Telegraph Company (AT&T) to find a means of establishing a universal emergency number that could be implemented quickly. In 1968, AT&T announced that it would establish the digits 9-1-1 (nine-one-one) as the emergency code throughout the United States.
The code 9-1-1 was chosen because it best fit the needs of all parties involved. First, and most important, it meets public requirements because it is brief, easily remembered, and can be dialed quickly. Second, because it is a unique number, never having been authorized as an office code, area code, or service code, it best meets the long range numbering plans and switching configurations of the telephone industry.
 
Congress backed AT&T's proposal and passed legislation allowing use of only the numbers 9-1-1 when creating a single emergency calling service, thereby making 9-1-1 a standard emergency number nationwide. A Bell System policy was established to absorb the cost of central office modifications and any additions necessary to accommodate the 9-1-1 code as part of the general rate base. The Enhanced 9-1-1, or E9-1-1, subscriber is responsible for paying network trunking costs according to tariffed rates, and for purchasing answering equipment from the vendor of their choice.
 
On February 16, 1968, Senator Rankin Fite completed the first 9-1-1 call made in the United States in Haleyville, Alabama. The serving telephone company was then Alabama Telephone Company. This Haleyville 9-1-1 system is still in operation today. On February 22, 1968, Nome, Alaska implemented 9-1-1 service.
In March 1973, the White House's Office of Telecommunications issued a national policy statement which recognized the benefits of 9-1-1, encouraged the nationwide adoption of 9-1-1, and provided for the establishment of a Federal Information Center to assist units of government in planning and implementation. The intense interest in the concept of 9-1-1 can be attributed primarily to the recognition of characteristics of modern society, i.e., increased incidences of crimes, accidents, and medical emergencies, inadequacy of existing emergency reporting methods, and the continued growth and mobility of the population.
 
In the early 1970s, AT&T began the development of sophisticated features for the 9-1-1 with a pilot program in Alameda County, California. The feature was "selective call routing." This pilot program supported the theory behind the Executive Office of Telecommunication's Policy. By the end of 1976, 9-1-1 was serving about 17 percent of the population of the United States. In 1979, approximately 26 percent of the population of the United States had 9-1-1 service, and nine states had enacted 9-1-1 legislation. At this time, 9-1-1 service was growing at the rate of 70 new systems per year. By 1987, those figures had grown to indicate that 50 percent of the U.S. population had access to 9-1-1 emergency service numbers.
 
In addition, Canada recognized the advantages of a single emergency number and chose to adopt 9-1-1 rather than use a different means of emergency reporting service, thus unifying the concept and giving 9-1-1 international stature.
At the end of the 20th century, nearly 93 percent of the population of the United States was covered by some type of 9-1-1 service. Ninety-five percent of that coverage was Enhanced 9-1-1. Approximately 96 percent of the geographic U.S. is covered by some type of 9-1-1.
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