When faced with an emergency, listenting to 911 is key

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It's happened eleven times in Tucson so far this year. Someone's at the pool, next thing you know they go under.

But remaining calm is essential.  Good communication saves lives.

"911 What is your emergency?"

The moment someone calls 911 will most likely be one of the scariest moments of their life.

Dispatcher: Emergency dispatch -- what is the address where help is needed?
Caller: Hurry! We need someone!

Caller: Yes we were in the pool swimming, she was drowning or something.

What most people don't realize is what how you respond to a 911 dispatcher could determine a dying person's fate.

Dispatcher: What is the apartment number?
Caller: We don't have an apartment number!
Dispatcher: Well, I don't know that, but you need to tell me where you are!

Saturday afternoon, a little girl is pulled from the bottom of a pool on the south side.

Dispatcher: Is she in the pool or out of the pool?
Caller: Her mouth is purple fool!
Dispatcher: Please cooperate with me, the help is already on the way.

Nearly two minutes go by before the dispatcher can provide the caller instructions to help resuscitate the victim. The caller was in shock.

"One minute seems like an eternity; however, what we need you to do is remain calm," says Captain McDonough with the 911 Dispatch Center.

Easy to say -- hard to do.

Emergency dispatcher, what's the address of the emergency?

An initial 911 call comes into to a specific dispatcher and is transferred to either a police, fire, or medical dispatcher, "And from that point, based on what you say, they will send your call to one of those three places."

Captain McDonough explains, "While you're providing information to that dispatcher, another dispatcher is sending units to the scene."

The caller finally calms down in this 911 call.

Dispatcher: I need you to pay very close attention to these directions and cooperate with me, OK?
Caller: yes, yes, yes

The little girl managed to survive.

Captain McDonough says from the time a 911 call comes in, responders usually arrive on scene three to five minutes later, depending on the location.