# Ask the 9-1-1 Operator... **URL:** \ **Category:** Miscellaneous and Personal Stuff I Must Share\ **Created:** [February 11, 2013, 4:10pm UTC](https://boards.straightdope.com/t/ask-the-9-1-1-operator/649983 "2013-02-11T16:10:16Z")\ **Posts on this page:** 1\ **Showing post:** 28
**Author:** ![Iggy](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/iggy/32/3364_2.png) [@Iggy](https://boards.straightdope.com/u/Iggy)\ **Post date:** [February 11, 2013, 7:19pm UTC](https://boards.straightdope.com/t/ask-the-9-1-1-operator/649983/28 "2013-02-11T19:19:12Z")
> [@Procrustus](#): > > My 911 calls have been handled great, no complaints. On the calls I often hear on the news, however, the operators seem very resistant to tell the caller that help has been dispatched. The caller, therefore, can’t calm down enough to be helpful. Is there some reason not to say something like “the police are on their way, please stay on the line as I need more information?” One mantra of training is, “Do not over-promise.” Many larger 9-1-1 centers separate the functions of call taker and dispatcher. While you speak to the call taker, they gather the information to pass it on to the dispatcher. Usually this is done using a [Computer Aided Dispatch](http://en.wikipedia.org/wiki/Computer-aided_dispatch) program. So the person you are talking to may not be the person who is dispatching the police/fire service/ambulance. Until the call taker sees a unit assigned to the call and marked in responding status the call taker simply will not tell a caller that police are on the way. They might tell the call that “police will be there as soon as possible” or words to that effect. Similarly, I would never promise how soon a responding unit will arrive. I might say “the ambulance is coming from their station on highway 12 next to the Wal-mart” but I would not say “they will be there in 3 minutes” It is rare, but responders are diverted to higher priority incidents or, worse I have had responders end up in a car wreck or have their vehicle break down on the way to a call. --- _[View the full topic](https://boards.straightdope.com/t/ask-the-9-1-1-operator/649983)._