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1. What is 911?

9-1-1 is an emergency telephone number that provides expedient access to Law Enforcement, Emergency Medical Services and Fire Departments.

9-1-1 Origin & 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.

2. When should I dial 911?

While there is no definitive list of reasons to call 911, it's important to remember that dialing 911 is for emergencies only! Here are some examples of when to call 911.

•    To stop a crime in progress

•    To report a fire of any kind

•    To report an injury or serious medical problem

•    To report a traffic accident

•    To report any situation where a prompt response is required to protect life or property

3. When should I use the non-emergency number?

(828)835-3144 is a ten digit non-emergency number which you can dial 24 hours a day for non-emergency help. Using the non-emergency number keeps 911 available for true emergencies.

Here are some examples of when you should call the non-emergency number.

•    A crime that did not occur recently

•    A non-emergent request to meet or speak with an officer

•    Extra Security/Extra Patrol requests

4. Are there times when I shouldn't call 911 or the non-emergency number?

Yes! You should not call E-911 Communications to report any of the following:

•    Power Outages

•    Telephone Problems

•    Questions about road conditions/weather

•    Ambulance billing questions

•    To ask for other agency/department phone numbers

•    Keys locked in a vehicle (unless a child is locked inside)

5. Why do the telecommunicators ask so many questions when I just want them to hurry and send someone?

Please remember that Telecommunicators are highly trained public safety professionals that have attended numerous hours of training to help them process calls quickly and accurately. The information they gather from you by asking questions guide them in determining the best way to handle your emergency. A common misconception is that help is not sent until the caller is disconnected. However, this is not the case. The emergency is dispatched as soon as the initial call information is received. Remember, Telecommunicators work as a team. While one is obtaining your information, another is sending the appropriate help without delay.

6. What information do I need when I call 911?

The following information is asked on each and every 911 call: 

• Address/Location
• Telephone Number
• Name 
• Nature of the Emergency

It is the goal of the 911 Center to ensure an accurate and quick response to the emergency you are reporting and answering all asked questions will assist in the proper and timely response of responders.

7. What if I do not know my 911 address?

If you do not know your 9-1-1 address and would like to find the information, call or go in person to the 911 Addressing office.

Contact 911 Addressing

Phone: 828-837-3950

8. What if I need a new 911 address?

If you are building a home in Cherokee County, you will be issued a 9-1-1 address when you receive your building permit. If you are using a contractor, make sure to ask him for your address when he obtains your permit. It is your responsibility to notify 911 addressing of any information changes including your address, telephone number or ownership. 

Contact 911 Addressing

Phone: 828-837-3950

9. What about school closings or power and cable outages?

Listen to local radio stations or check local social media news for weather, road conditions and reported school closings. Do not call 911 about your power, internet or cable being out.

North Carolina- Dial 511, 877-511-4662 or DriveNC.gov

Tennessee- 877-244-0065 or smartway.tn.gov

Georgia- 877-694-2511 or 511ga.org

10. What if I call 911 by mistake?

Do not disconnect before speaking with the call taker! Just stay on the line, so you can let the call taker know that everything is ok. If you do not stay on the line, an officer will be dispatched to your location.

11. If I dial 911 from my cellular phone, will the telecommunicator know where I'm calling from?

Usually. Under most circumstances your location can be pinpointed on our mapping system within a few feet of your actual location when you call from a cellular phone. In addition, the system can typically track a moving caller. Be aware that some older cellular phones are not phase II compatible-this means we cannot find your location. Always be prepared to tell the Telecommunicator your location.

12. Can E911 Communications assist callers that do not speak English?

YES! The 911 Center utilizes Voiance Language Line program to translate 911 calls from non-English speaking customers. This service translates approximately 300 languages from all over the world!

13. Can I text 911 if I am unable to call?

YES! If you are in an emergency situation and cannot call 911 (due to the nature of the emergency or if you are hard of hearing, deaf or speech impaired) you can text 911 as an alternative. The numbers '911' should be entered in the 'To' field and the message should contain the location of the emergency and they type of help needed. Dialing 911 and speaking with a Telecommunicator is always preferable. Call if you can, ONLY text if you can't.

14. If I call 911 from my cell phone, why does my call sometimes get transferred to another agency?

Several factors play a part whether your call will be transferred to another agency:

•    The location of the emergency

•    The cell tower your call is being transmitted from

•    The correct agency that would need to handle the reported emergency

It is the job of the 911 Center to make sure you are speaking with the correct agency that would best handle your emergency. 

15. How does the 911 Center know my location and telephone number when I call from a cell phone?

Cherokee County E-911 Communications uses Phase 2 Wireless 911 services. When you dial 911 from a cell phone, the Call-Taker can see your approximate location by receiving the location of the cell tower your call is coming from. The Call-Taker attempts to get your exact location, using coordinates through GPS. This allows the Call-Taker to place your location exactly; within a few feet of your actual location when you call from a cellular phone. GPS coordinates do not provide elevation.

16. What are some tips to consider when calling from a mobile?

•    Pull Over - Do not put yourself or others at risk to make a call.

•    Know Your Location - Give the address, or use landmarks, crossroads or mile markers to tell us where you are.

•    Know Your Telephone Number - Memorize your cell phone number. Write it down in an easy to find location before you need to call 911.

•    Briefly State Your Emergency - Seconds Count! You may need to be transferred to the appropriate responding agency.  

•    Don’t Hang Up - Be ready to give details, confirm information and follow instructions that could save a life.

•    Stop Accidental Calls - More than half of wireless 911 calls are accidental. Always keep your keypad locked.