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1. What is enhanced 911?

Enhanced 911, or E911, is a system which routes an emergency call to the appropriate 911 center, and automatically displays the caller's phone number and address. The 911 call taker will typically ask the caller to verify this information, which appears on his or her computer screen. In Santa Rosa County, all 911 calls are routed to the Santa Rosa County Emergency Management Communications Center, except calls placed within the City of Gulf Breeze. At both of these agencies, you will be asked what type of assistance you need in order to direct you to the appropriate personnel.

2. Where does 911 get funding from?

Each household or business pays a monthly fee of $0.50 for 911 service on each telephone line that appears on their phone bill. There is no per-call charge for calling 911.

3. When should I call 911?

Nine-one-one is only to be used in emergency situations. An emergency is any situation that requires immediate assistance from the police / sheriff, the fire department or an ambulance. If you are ever in doubt of whether a situation is an emergency you should call 911. It's better to be safe and let the 911 call taker determine if you need emergency assistance.

If you call 911 by mistake, do not hang up. Tell the call taker what happened so they know there really isn't an emergency.

4. What if I want to test my 911 service or show my child how to use 911?

It is not uncommon for people to test their phone by calling 911 or teach their child how to dial 911 by having them actually call and speak to the dispatcher. While we certainly do not want to discourage anyone from using the 911 system, these types of non-emergency calls can delay service to emergencies.

If you would like to test your phone for 911 service or show someone how to properly dial 911, please contact the center using the non-emergency number and advise them of your intentions. If they are not busy, they will gladly assist you.

5. 911 caller doesn't speak English?

When receiving a 911 call from a caller speaking a foreign language, the call taker can add an interpreter from an outside service to the line. A non-English speaking caller may hear a short conversation in English and some clicking sounds as the interpreter is added to the line. The interpreter will be speaking to the caller as an extension of the 911 call taker and will repeat exactly what is said between the parties.

6. What if a 911 caller is deaf, or hearing / speech impaired?

Santa Rosa County has the ability to answer 911 calls using special telephone software for responding to 911 calls from Deaf or hearing / speech impaired callers.

If a caller uses a TTY / TDD, the caller should:

• Stay calm, place the phone receiver in the TTY, dial 911.
• After the call is answered, press the TTY keys several times. This may help shorten the time necessary to respond to the call.
• Give the call taker time to connect their TTY. If necessary, press the TTY keys again.
• You should be asked what service is needed-police, fire department, or ambulance. Give your name, phone number and the address where help is needed.
• Stay on the telephone if it is safe. Answer the call taker's questions.

If a Deaf or hearing / speech impaired caller doesn't have a TTY / TDD, the caller should call 911 and don't hang up. Not hanging up leaves the line open. With most 911 calls, the caller's address is displayed on the call taker's screen and help will be sent.

7. What happens when I dial 911 from my cell phone?

Santa Rosa County has implemented Phase I and Phase II wireless service throughout the County.

With Phase I service, the dispatcher receives your phone number and the direction you are from the tower where your call was received. With Phase II service, the dispatcher receives your phone number and the approximate latitude and longitude of where you are calling from.

It is very important that you be able to provide your location when calling from a cell phone as well as your phone number in case the connection is lost.