This archive report was first published on 24 November 2019.
Every day, 911 operators in the United States receive over 650,000 calls, according to the National Emergency Number Association, which works to improve the 911 system through research, training, and education. However, there are no national minimum training guidelines for these operators, leaving states and local jurisdictions to ensure adequate training.
Emergency call takers are trained to listen actively and gather clues from the background of a call, said April Heinze, an operations director for the association. This includes being aware of code words that signal a need for help, which can be used as part of an exit strategy.
Developing an exit strategy is crucial for survivors of domestic violence, said Katie Ray-Jones, chief executive of the National Domestic Violence Hotline, which operates 24 hours a day, seven days a week. Code words can be used to signal a need for help without jeopardizing others' safety.
However, strategies such as ordering a pizza, which was depicted in a 2015 Super Bowl commercial, may eventually become too familiar for survivors to use and could tip off abusers, warned Ms. Ray-Jones. As a result, advocates must continually pivot to new strategies.
When a caller can't talk about what's happening, an exact address is the most important information to relay, said Ty Wooten, education director for the emergency number group.
