FAQ About Calling 911

Cell Phones & 911

While we encourage people to use the cellular phones to dial 911 in emergency situations, people also need to be aware that location information does not come up on the dispatcher's screen as it does on a call from a landline phone. Technology is advancing in this field, but currently the only information displayed on the 9-1-1 screen is the cellular company provider name (i.e. Verizon or Cingular, etc.) and the phone number of the cellular phone. If you dial 911 from your cellular phone, we will not know where you are at; you will have to give us location information to get units to respond.

In addition, reporting over a cellular phone presents another challenge – static and interference on the line. This can lead to missed information - please be patient and understanding if the dispatcher asks you the same question more than once.

When you dial 9-1-1 from you cellular phone, you will be routed automatically to the 
9-1-1 center closest to the cellular site you are using. This is not something you or we can control. With cellular “skip”, we have seen calls from as far away as Eugene and Portland come into our Communications Center here in Cottage Grove. Be patient, you may have to be transferred to the correct Communications Center.

Do not call 9-1-1 if you only need information or directions. The business telephone numbers of local police and fire departments are listed on the front inside cover of telephone directories for easy reference – or they can be obtained by dialing 4-1-1.

The Cottage Grove Police Department strongly recommends that if you need to make a call from your cellular phone while you are driving, that you pull off the road to a safe location before making your call. Do not allow your phone to be a distraction to driving, driving safely is always priority #1!

Category: FAQ - 911
Children's 911 Awareness

Make sure your child knows the following information:

  • Name (yours and the child’s).
  • Address (including name of apartment complex and apartment number if applicable).
  • Phone number.
  • Directions to your home from the nearest main road, intersection or major landmark.
Category: FAQ - 911
Dialing 911 in a Major Disaster

There will be a delay in receiving a dial tone. Don't flick the phone hook switch button (click button up and down), since each time it is depressed, your call reverts to the "end of the line" to receive the dial tone, resulting in further delay! 
Wait at least one to one and a half minutes for a dial tone. It could take that long or even 5-6 minutes in a major disaster, because of the number of calls being made. 
Please tune in the emergency broadcast station of your radio for information and updates rather than to call the police or fire departments. DO NOT CALL radio stations for updates; the less the phone lines are used, the more service there will be for emergency help.
 
In some instances, the dial tone will be eliminated from residential phones and phones that are not on "essential service". In these instances, all pay phones will be operable, with a dial tone. 

There is no way to tell, in advance, if the 9-1-1 screens in the dispatch center will be functioning correctly in a major emergency, so be prepared to give the dispatcher all information. 

During a disaster, electricity usually fails. Do not call 9-1-1 to find out when the power will go back on. 

Category: FAQ - 911
Hearing Impaired & 911

Each 9-1-1 station in the Communications Center is equipped with a TTY machine. To access TTY or TDD, press the space bar until a response is received.

Category: FAQ - 911
How Do I give a Person Description
  • How many people are involved?
  • Race, sex, height, weight, clothing, hair color, facial hair, eyeglasses, hat, etc.
  • We like descriptions from the top to bottom, outside to inside…
  • What is “Top to Bottom”? Hat, hair, facial hair? shirt, coat, pants, shoes – top of the person to the bottom.
  • What is “Outside to Inside”? Coat is on the outside, shirt is on the inside, t-shirt inside that – outer clothing first then to the detailed less visible clothing.
  • DID THE PERSON HAVE A WEAPON? If so, what kind?
  • Was the person carrying anything?
  • Where did the person go?
Category: FAQ - 911
How Do I Give a Vehicle Description?
  • Color, make, model, license #, state, and # of doors
  • Direction of travel 

When calling 9-1-1, all you have to do is answer the dispatcher’s questions! Stay on the phone and answer the questions as calmly as you can. Sometimes it may sound as if the dispatchers are repeating themselves with the same questions, but you may give more detail the second time. There may have been something you've forgotten earlier. Please don't become irritated with them, they are trying to obtain important information and to assist you. We know how stressful an emergency situation can be, try to remain calm when giving information.

Do not hang up until the 9-1-1 Dispatcher, or the on scene Police or Fire personnel, direct you to do so.

Category: FAQ - 911
Miscelaneous 911 Information
  • Make sure your address and phone number are posted by the family phone(s), so they can be read by anyone using the telephone in an emergency. In times of emergency, even those who have lived in their houses for 20 years have been known to forget their information.
  • Do you have a cordless phone? 
  • Low batteries may activate a call to 9-1-1; check batteries regularly.
  • Make sure your house number is visible at night from the street and is clearly posted where your driveway joins the main road.
  • 9-1-1 is the number to dial for the fastest possible emergency response when you need emergency POLICE, FIRE or MEDICAL ASSISTANCE in a life or death situation.
  • WHEN YOU SHOULD NOT CALL 9-1-1
  • Do not dial 9-1-1 for information regarding area power outages, unless there is an otherwise related emergency – refer your questions to your local power provider.
  • Pacific Power and Light - http://www.pacificpower.com/
  • E.P.U.D. - http://www.epud.org
  • Do not dial 9-1-1 to ask for the Cottage Grove Police Department or any agencies non-emergency number. Cottage Grove Police is 541-942-9145, Lane County Sheriff's Office is 541-682-4141. 
  • Do call 4-1-1 for phone number information assistance. 
  • Do not dial 9-1-1 and hang-up before speaking to a dispatcher. If you do, you will be called back and a police car may be sent to your home.
  • Do not dial 9-1-1 for information, such as road or weather conditions.
  • Road and Pass condition Information - http://www.tripcheck.com
  • National Weather Service - http://www.nws.noaa.gov/
  • Do not dial 9-1-1 to ask for directions - directions can be obtained over the internet if you cannot obtain the information any other way.
Category: FAQ - 911
Pay Phones & 911

You may dial 9-1-1 for an emergency at any pay phone, without 
needing any coins. The phone number and location of the pay 
phone should show up on the 9-1-1 screen.

Category: FAQ - 911
What if I Dial 911 by Mistake?

Do not hang up.

Before you hang up, be sure to tell the dispatcher that you have dialed 9-1-1 by mistake, and that you do not need emergency help! This is particularly important if you dial from a business phone with several phone lines. Anytime the police dispatcher receives a 9-1-1 "hang-up"; the caller must be contacted to be sure that no actual emergency exists. If your business has dozens or even hundreds of phone lines, it may be impossible for the dispatcher to determine who, if anyone needs help, and an officer may be dispatched to the address.

Category: FAQ - 911
What Will the Dispatcher Ask You When you Call 911?

All callers are asked a standard set of questions which will help the dispatcher prioritize your call, and will provide the responding personnel with information before their arrival. The following are just some of the questions we may ask you.

Category: FAQ - 911
When Do You Call 911?

Examples of when to call 9-1-1 are:

  • When you see smoke or fire.
  • When someone’s life and/or property are in immediate danger.
  • When you see a crime being committed.
  • When rescue or emergency medical assistance is needed.
  • When you are not sure, call & let trained personnel decide
Category: FAQ - 911
When Giving Information Don't Exaggerate

Give all the information that you have. For Example: If you don't mention that the suspect was wearing a red hat because you don't think it was important, you may be withholding the single most important identifier in apprehending the suspect.

Emergency response will not be delayed by answering the above questions. In most instances, assistance will be dispatched while you are still on the phone. By answering the dispatcher's questions, the dispatcher can relay important information to the units responding prior to their arrival. This increases the chances of a successful outcome to the call.

Category: FAQ - 911
Who Do I Call if I Don't Call 911?

Unless you need an immediate response to a police, fire or medical emergency, call the non-emergency number instead of 9-1-1. In the City of Cottage Grove, the non-emergency number for the Police Department is 541-942-9145. The non-emergency number for Lane County Sheriff's Office is 541-682-4141. The non-emergency number for South Lane Rural Fire and Rescue is 541-942-4493. Call 9-1-1 for all medical services. Using the non-emergency number keeps 9-1-1 available for emergencies.

Some examples of non-emergency police calls within the City Limits are:

  • Your house or car was broken into yesterday. - 541-942-9145
  • Your missing child has returned home. - 541-942-9145
  • You need to add additional items to the burglary report which you made last week. - 541-942-9145
  • Your car was stolen sometime overnight. 541-942-9145
  • Someone stole your bicycle while you were at school. - 541-942-9145
  • There is an abandoned vehicle on your street. - 541-942-9145
Category: FAQ - 911
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