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1. Why do operators ask lots of questions during a 911 call?

The questions asked were developed and approved by the International Academies of Emergency Dispatch as “a protocol system to accurately and consistently dispatch needed support” and to “assign the necessary resources to the variety of calls” that come into our centers. These questions help us get accurate information for the responding units as well as to lend effective assistance to those on scene prior to responders' arrival.

2. How does the 911 system and call process function?

When a person in St Charles County dials 911, the call will first go to one of the police agencies that serve as a Primary Public Safety Answering Point (PSAP) based upon the location of the resident. PSAPs include St. Charles, St. Peters, O’Fallon, Lake Saint Louis, Wentzville and St. Charles County. As soon as dispatchers determine the need for fire and/or emergency medical resources, they transfer the call to St. Charles County Emergency Communications. At that point, the personnel at Emergency Communications follow protocols to aid and send the appropriate resources.

3. How will law enforcement, fire and EMS find me at my new address?

First, ensure that your landline telephone service provider has your correct address. When you dial 911 from a landline, your location and number will automatically be transmitted to the dispatch center. If you dial 911 from a cell phone from any of the major carriers, your number and GPS location (accurate to within 300 meters) will help first responders determine your location.

4. How do I get a smoke or carbon dioxide detector?

Contact the administration office of the fire department/district where you live. Many departments have programs to provide or assist with obtaining of these detectors.

5. Who can help my family install a car seat?

Contact the administration office of the fire department/district where you live and make an appointment.