this post was submitted on 13 Feb 2024
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It's...phone call handling. What about that needs to be in a specific room?
Some local knowledge is beneficial. For instance if the caller is trying to describe their exact location from descriptions. Like "I'm stuck under the benches at the statue at the madras store".
It would be horrible if all 911 calls went through an Indian call center.
It's useful, but a lot of places have a central dispatch that covers an entire county, or in some rural areas even a couple different counties. The center I work for covers almost 500 square miles and about 70 different towns, I've lived in this county my whole life, I know about half of the towns pretty well, the others not so much, and there's maybe about 2 or 3 that I'm genuinely not sure if I've ever even driven through them, let alone spent any time there, so any familiarity I have with them is only from my job.
My personal familiarity with some areas does come in handy from time to time, but it's not absolutely necessary in most cases, you pretty quickly learn what questions to ask and how to use the tools that are at your disposal to work around the gaps in your personal knowledge.