Frequently Asked Questions about Guilford Metro 9-1-1
When did the 9-1-1 consolidation occur and what does it mean for the residents of Greensboro and Guilford County?

After a four-year effort, Guilford Metro 9-1-1 consolidated the former Greensboro and Guilford County 9-1-1 centers. The consolidated center began operation on March 20, 2007. Residents can now make one call to receive assistance from Greensboro Police, Greensboro Fire, Guilford County Sherriff, Guilford County EMS, Guilford County Fire, and Gibsonville. The consolidation also eliminates about 65,000 transfers between centers. These saved seconds mean saved lives. It provides our area, for the first time, a 9-1-1 backup facility for disaster preparedness, as well as an overflow site for events that exceed the capabilities of the primary site. Guilford Metro handles more than 400,000 dispatches and nearly 900,000 telephone transactions every year.

I am considering changing my home (business) phone service to one of the new Internet (cable) providers. Does 9-1-1 still work and can 9-1-1 locate me?

For the most part, yes! All cable providers that provide digital phone service in the Greensboro and Guilford County areas have Enhanced 9-1-1 data. However, if you are an internet/VOIP customer, we advise that you check with your service provider.

I read where some cities were working on ways to send text messages to 9-1-1. Can I send a text message or the pictures / video I capture on my cell phone to 9-1-1?

While this is something planned for future 9-1-1 systems, the reality is that 9-1-1 centers nationally cannot receive pictures or videos over the current 9-1-1 line infrastructure. Guilford Metro is involved in a beta trial for Next Generation 9-1-1 systems, which would allow this to happen.

Why am I transferred back and forth between 9-1-1 centers when using my cell phone?

Cell phone calls come in through the cell phone tower closest to the caller. For example, you may be calling from Greensboro, but the closest cell tower may be in High Point. In this situation, your call would go to High Point 9-1-1 and the dispatcher there would then transfer you to Guilford Metro 9-1-1. In other instances, if you are calling to report an emergency that is outside the Guilford Metro jurisdiction, the dispatcher will transfer your call to the appropriate agency in order to serve you better.

I just moved here from out of state. Can 9-1-1 still find me since my cell phone number is from another state?

Yes, if you have a newer cell phone equipped with 9-1-1 location technology. If you are not sure please check with your cell provider.

I am considering getting rid of my home phone and only keep a cell phone. Should I do this? What happens if I dial 9-1-1 from my cell phone inside my house?

One of our many roles is to keep abreast of the changing and challenging technology trends in the telecommunications industry. Guilford Metro 9-1-1 cannot officially support a specific technology (wireline, wireless, V/OIP, etc.). Many people are only using cell phones today, and depending on your needs, you may or may not want to consider this option. One thing to keep in mind is the quality of the cell phone coverage in your home. Does your cell phone work in every room? Also do you have enough cell phones so that if you’re not home and there is a family emergency, there is a phone to call 9-1-1? Guilford Metro 9-1-1 is equipped to locate newer cell phones but older analog phones are difficult to track. Cell phone location accuracy is improving every year; however, the location may be within a 50 to 100 meter radius. Therefore, if you are in an apartment building or a multi-story building, 9-1-1 may not get the exact location.

Why does 9-1-1 staff ask so many questions? Don’t they already know where I am when I dial 9-1-1?

Verification of information is critical to ensure that the right resources are sent in the right manner to the correct location of an emergency. We understand that asking specific, often scripted questions may take longer, but very often emergency units have already been dispatched. The Emergency Communication Specialist may continue questioning the caller to obtain additional details about the victim, patient or suspect. This additional information may change the response, provide a situational assessment, or provide a scene safety update for the public safety responders. Depending on the call type, prearrival instructions may also be given to help the caller help themselves or others before emergency responders get to the scene.

My church (community group) is collecting old cell phones to give to domestic violence victims in case they have to dial 9-1-1. Is this OK to do? Can you find them if they dial 9-1-1 even when the phone no longer has service?

This is a very difficult question to answer. While donating cell phones is admirable and GM9-1-1 cannot take an official stance, please keep in mind that while such phones can dial 9-1-1, it will be impossible to call the caller back (should they get disconnected from 9-1-1) and more than likely 9-1-1 will be unable to find the caller if they can’t speak. As of midnight February 18, 2008, cellular telephone companies will not be required to provide analog service. Therefore, older cell phones given to victims may not work after this date. The FCC has issued several notices about this issue, which is called “non-initiated phones.”

 Why does it take so long for an officer to arrive once I call 911 for help?

Public safety responders are typically dispatched without delay. The severity and circumstances of the situation often dictates the response. For example, Greensboro Police (as with most large agencies) uses a triage system to differentiate less critical, non-emergency or cold calls from emergency, in progress, or critical life safety related calls. This may mean the caller receives a response from a Patrol Officer, or CSI, or Telephone Response Unit personnel. Typically the Telephone Response Unit is used when it is a cold call or only a report is needed for insurance purposes. We have specific protocols for the individual agencies that we serve. (GPD, Sheriff, EMS, Fire) Our role is to take calls based on the information given by the caller and process by using the
specific agency protocol. If you want more information about this topic, please contact the center or any of the agencies we serve for additional details.

How do you become an Emergency Communications Specialist? How long is your training?

Working in a 9-1-1 center is a stressful yet rewarding career choice. We have a year-round application process via the City of Greensboro. On average it takes 9 to 12 months to complete training.

Can my group (club) tour the 9-1-1 center?

Yes! We welcome you to visit or tour the 9-1-1 center. However, certain areas are off limits due to security precautions. In addition, with enough advance notice, we can typically attend community meetings or public relations events if requested.