WHAT TO DO WHEN STEPS TO GET EMERGENCY HELP THE POWER GOES OUT Even if the VoIP service provider can automatically provide the callback phone number and address, help During an extended power outage, a may still be delayed if the 9-1-1 center doesn’t have the corded (traditional) phone will usually right information. Verify with the 9-1-1 call taker that the keep working. If it doesn’t, the best way address they have for you is your physical address, not to help yourself is by being prepared your billing address. before the outage. The following are a few simple steps. • Listen carefully to the 9-1-1 call taker, providing the correct address when asked. • Install a UPS (uninterrupted power supply) unit on your • Follow up any address change with your VoIP home computer for VoIP service provider. connectivity. Doing this may buy some VoIP time, but a UPS • If traveling with a laptop computer, contact CAUTION is temporary and may not last your service provider to find out how your VoIP until power is restored. service works. VoIP SUBSCRIBERS • Keep cordless phone batteries A 9-1-1 call made charged at all times. with VoIP phone • Keep wireless phones fully charged. service may not bring the assistance that you need. Produced by CALIFORNIA 9-1-1 EMERGENCY COMMUNICATIONS OFFICE WWW.TD.DGS.CA.GOV/SERVICES/911 "Stop. You must dial 9-1-1 from another DON’T LET THIS telephone. Nine-one-one is not WHAT’S THE HAPPEN TO YOU! available from this telephone line. A family member at home No emergency personnel will be dispatched. PROBLEM ? suddenly drops to the floor, unconscious and not breathing. A 9-1-1 call is placed on your Please hang-up and dial 9‑1-1 from a home VoIP phone. Instead of different phone." Not all Voice over Internet Protocol reaching emergency services, (VoIP) service providers auto- a recording is heard (right). This message was heard by a matically provide enhanced 9-1-1 teenager in Texas who attempted to call 9-1-1 from every VoIP phone in information (name, address and her home as her parents were shot by intruders. callback number), which means police, fire or emergency medical personnel may not be sent to the right address when using a VoIP phone service. WHAT TO LOOK QUESTIONS YOU SHOULD ASK FOR IN VoIP VoIP SERVICE PROVIDERS: • Even if a VoIP phone is programmed to call 9-1-1, the call may not route to the PHONE SERVICE • Will enhanced 9-1-1 work from this phone? correct answering center. When considering replacing a • Will my name, address and callback • The call may be directed to a non- traditional landline telephone number be automatically provided to the with VoIP (broadband) phone emergency number and not be given the 9-1-1 center? same answering priority as a 9-1-1 call. service, verify with your VoIP service provider the emergency • Will my call be sent to the 9-1-1 answering • The name, address and call-back phone calling features on your VoIP center in my community? number may not be provided to the phone and understand the answering center. If the caller is unable potential limitations of 9-1-1. • Will the address provided to emergency to speak, help may not be sent. Subscribers are drawn to VoIP responders be my physical rather than the phone service because: billing address? • There is one number where they can always be reached. If the VoIP phone does not provide enhanced 9-1-1 service • They save money with free long- (name, address and callback number), tell others who distance calls. use the VoIP home phone (family members, children, While a VoIP phone may look like babysitters, neighbors and friends) that 9-1-1 may not a traditional phone, it connects to work. Emergency 9-1-1 calls must instead be made on a the Internet, not a telephone line. wireless or traditional phone. Your life or a loved one’s life could depend on sharing this information.