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1. What is 911?

9-1-1 is an emergency telephone number that provides expedient access to Law Enforcement, Emergency Medical Services and Fire Departments.

9-1-1 Origin & History

The three-digit telephone number "9-1-1" has been designated as the "Universal Emergency Number," for citizens throughout the United States to request emergency assistance. It is intended as a nationwide telephone number and gives the public fast and easy access to a Public Safety Answering Point (PSAP).

•    In the United States, the first catalyst for a nationwide emergency telephone number was in 1957, when the National Association of Fire Chiefs recommended use of a single number for reporting fires.

•    In 1967, the President's Commission on Law Enforcement and Administration of Justice recommended that a "single number should be established" nationwide for reporting emergency situations. The use of different telephone numbers for each type of emergency was determined to be contrary to the purpose of a single, universal number.

2. When should I dial 911?

While there is no definitive list of reasons to call 911, it's important to remember that dialing 911 is for emergencies only! Here are some examples of when to call 911.

•    To stop a crime in progress

•    To report a fire of any kind

•    To report an injury or serious medical problem

•    To report a traffic accident

•    To report any situation where a prompt response is required to protect life or property

3. When should I use the non-emergency number?

(828)835-3144 is a ten digit non-emergency number which you can dial 24 hours a day for non-emergency help. Using the non-emergency number keeps 911 available for true emergencies.

Here are some examples of when you should call the non-emergency number.

•    A crime that did not occur recently

•    A non-emergent request to meet or speak with an officer

•    Extra Security/Extra Patrol requests

4. Are there times when I shouldn't call 911 or the non-emergency number?

Yes! You should not call E-911 Communications to report any of the following:

•    Power Outages

•    Telephone Problems

•    Questions about road conditions/weather

•    Ambulance billing questions

•    To ask for other agency/department phone numbers

•    Keys locked in a vehicle (unless a child is locked inside)

5. Why do the telecommunicators ask so many questions when I just want them to hurry and send someone?

Please remember that Telecommunicators are highly trained public safety professionals that have attended numerous hours of training to help them process calls quickly and accurately. The information they gather from you by asking questions guide them in determining the best way to handle your emergency. A common misconception is that help is not sent until the caller is disconnected. However, this is not the case. The emergency is dispatched as soon as the initial call information is received. Remember, Telecommunicators work as a team. While one is obtaining your information, another is sending the appropriate help without delay.

6. What information do I need when I call 911?

The following information is asked on each and every 911 call: 

• Address/Location
• Telephone Number
• Name 
• Nature of the Emergency

It is the goal of the 911 Center to ensure an accurate and quick response to the emergency you are reporting and answering all asked questions will assist in the proper and timely response of responders.

7. What if I do not know my 911 address?

If you do not know your 9-1-1 address and would like to find the information, call or go in person to the 911 Addressing office.

Contact 911 Addressing

Phone: 828-837-3950

8. What if I need a new 911 address?

If you are building a home in Cherokee County, you will be issued a 9-1-1 address when you receive your building permit. If you are using a contractor, make sure to ask him for your address when he obtains your permit. It is your responsibility to notify 911 addressing of any information changes including your address, telephone number or ownership. 

Contact 911 Addressing

Phone: 828-837-3950

9. What about school closings or power and cable outages?

Listen to local radio stations or check local social media news for weather, road conditions and reported school closings. Do not call 911 about your power, internet or cable being out.

North Carolina- Dial 511, 877-511-4662 or DriveNC.gov

Tennessee- 877-244-0065 or smartway.tn.gov

Georgia- 877-694-2511 or 511ga.org

10. What if I call 911 by mistake?

Do not disconnect before speaking with the call taker! Just stay on the line, so you can let the call taker know that everything is ok. If you do not stay on the line, an officer will be dispatched to your location.

11. If I dial 911 from my cellular phone, will the telecommunicator know where I'm calling from?

Usually. Under most circumstances your location can be pinpointed on our mapping system within a few feet of your actual location when you call from a cellular phone. In addition, the system can typically track a moving caller. Be aware that some older cellular phones are not phase II compatible-this means we cannot find your location. Always be prepared to tell the Telecommunicator your location.

12. Can E911 Communications assist callers that do not speak English?

YES! The 911 Center utilizes Voiance Language Line program to translate 911 calls from non-English speaking customers. This service translates approximately 300 languages from all over the world!

13. Can I text 911 if I am unable to call?

YES! If you are in an emergency situation and cannot call 911 (due to the nature of the emergency or if you are hard of hearing, deaf or speech impaired) you can text 911 as an alternative. The numbers '911' should be entered in the 'To' field and the message should contain the location of the emergency and they type of help needed. Dialing 911 and speaking with a Telecommunicator is always preferable. Call if you can, ONLY text if you can't.

14. If I call 911 from my cell phone, why does my call sometimes get transferred to another agency?

Several factors play a part whether your call will be transferred to another agency:

•    The location of the emergency

•    The cell tower your call is being transmitted from

•    The correct agency that would need to handle the reported emergency

It is the job of the 911 Center to make sure you are speaking with the correct agency that would best handle your emergency. 

15. How does the 911 Center know my location and telephone number when I call from a cell phone?

Cherokee County E-911 Communications uses Phase 2 Wireless 911 services. When you dial 911 from a cell phone, the Call-Taker can see your approximate location by receiving the location of the cell tower your call is coming from. The Call-Taker attempts to get your exact location, using coordinates through GPS. This allows the Call-Taker to place your location exactly; within a few feet of your actual location when you call from a cellular phone. GPS coordinates do not provide elevation.

16. What are some tips to consider when calling from a mobile?

•    Pull Over - Do not put yourself or others at risk to make a call.

•    Know Your Location - Give the address, or use landmarks, crossroads or mile markers to tell us where you are.

•    Know Your Telephone Number - Memorize your cell phone number. Write it down in an easy to find location before you need to call 911.

•    Briefly State Your Emergency - Seconds Count! You may need to be transferred to the appropriate responding agency.  

•    Don’t Hang Up - Be ready to give details, confirm information and follow instructions that could save a life.

•    Stop Accidental Calls - More than half of wireless 911 calls are accidental. Always keep your keypad locked.

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1. How much does ambulance transport cost?

$400 to $1000 is the fee for ambulance transport depending on the level of care provided. $17.00 per mile is the charge for out of county transports (out of county transports must be cleared with Medical Control at our sponsoring hospital.)

2. Will I receive a bill for ambulance transport?

The billing office will bill Medicare, Medicaid and third-party insurance companies.

3. What services does Medicare usually cover?

he following list some of the more common situations, which suggest transportation by ambulance may be medically indicated:

• The patient was transported in an emergency situation (e.g. as a result of an accident, injury or acute illness)
• Emergency measures or treatment were required (e.g. drugs, CPR, cardiac monitor, etc.)
• The patient needed to be restrained to prevent injury to himself or others (e.g. patient was combative, patient was convulsive, etc.
• The patient was unconscious (was unable to respond to external stimuli), this does not include patients who are comatose or in a vegetative state, with no specific reason for transport
• The patient was in shock
• The patient required IV fluids to maintain adequate blood pressure (e.g. dehydration, bleeding, cardiac arrhythmias, etc.) or an access line to administer medication(s)
• The patient required oxygen in route to his destination. However, this is not a covered condition if oxygen equipment has been prescribed as part of therapy or a treatment regimen and that equipment was available to the patient
• The patient required immobilization to prevent further injury of a fracture or possible fracture
• The patient sustained an acute stroke or myocardial infarction (this does not include patients who have a history of a stroke or myocardial infarction and are able to be transported by other means because no acute medical condition exists)
• The patient was experiencing symptoms indicative of a possible myocardial infarction or stroke
• The patient was experiencing a severe hemorrhage
• The patient was bed confined before and after the ambulance trip (bed confined due to old age does not qualify). Document the patient’s condition in your files to include the reason why the patient was bed confined
• The patient could be moved only by stretcher and any other method of transportation would result in injury or would be detrimental to the patient’s health

This is not an all-inclusive list of covered conditions. If the patient is transported for any non-emergency condition, the medical need for the services must be clearly documented.

4. What services does Medicare not cover?

Medicare does not cover the following services:

• To or from the doctor’s office or a physician-directed clinic. (Exception: If in the course of transporting a patient to a hospital, the ambulance stops at a physician’s office because of the patient’s dire need for professional attention and immediately thereafter the ambulance takes the patient to the hospital, payment can be made for the entire trip)
• Transfer from one residence to another. (A nursing home is considered to be a place of residence)
• Transfer from a hospital which has appropriate facilities for treatment to another hospital
• Transportation of a deceased patient to a funeral home
• Transportation to a non approved dialysis facility for routine maintenance dialysis
• Waiting time charges – the charge an ambulance company makes for time spent while waiting for the patient
• The patient refuses to be transported. If, after responding to a call from a patient, no transportation service is rendered, the supplier should not bill Medicare for the unloaded mileage to the patient’s location and the ambulance crew’s assessment of the patient as an ambulance transportation service, since no ambulance service was rendered
• Oral or self administered drugs
• Assessing the patient’s condition or taking vital signs
• Charges made for services not rendered, or bills submitted for the express purpose of obtaining payment from Medicare for known non-covered services constitutes fraudulent billing practices. Claims submitted for denial purposes used for billing a supplemental insurer would not be considered fraudulent billing

5. In what cases are ambulance services not covered?

In most cases ambulance services are not covered if

• The patient is ambulatory
• The patient is not admitted as a hospital inpatient (except in accident and emergency cases)
• A routine trip to return the patient to his or her home is generally not covered
• The patient is transported from home or a nursing home to the hospital outpatient department, and returned, for treatment that could have been performed elsewhere (e.g. patient’s home or doctor’s office)

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1. How do I get a copy of a fire report for my vehicle or home?

Fire Reports are the responsibility of the Fire District Fire Chief. Contact the Fire Chief of your district for a Fire Report for your property.

2. Who do I contact for Illegal Burning?

The North Carolina Division of Air Quality is the authority having jurisdiction over all illegal burning materials.

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1. What is GIS?

A Geographic Information System (GIS), is any system that captures, stores, analyzes, manages, and presents data that is linked to location. In the simplest terms, GIS is the merging of cartography and database technology. Geographic Information Systems are used in the following areas:

• Cartography
• Emergency management
• Geography
• Land surveying
• Localized search engines
• Navigation
• Photogrammetry
• Remote sensing
• Urban planning

2. Where can I find more information about GIS?

A good place to start is to visit https://www.esri.com/en-us/what-is-gis/overview . This is a storymap which provides GIS information on the web and was created by ESRI, a GIS software developer. The site is intended to educate anyone interested in geographic technology on the value that technology brings to his or her day-to-day activities.

3. What types of maps are available?

Cherokee County offers a free Interactive Map Viewer that allows users to see maps of Cherokee County, N.C. showing property lines, streets, addresses, photography, and other information. It is a very user friendly program designed for the novice user. 

4. Are digital data sets available for the public?

Yes, GIS data is now available to the public free of charge from the GIS Data Gateway. The GIS Data Gateway is a collection of data layers and applications from our GIS data library, which are downloadable in database or shapefile format.

5. What projection is the data in?

The data is in the following projections:

• Coordinate System: North Carolina State Plane
• Projection: Lambert Conformal Conic
• Datum: NAD83
• Units: Feet

6. Where is the GIS Office located?

View the location and contact information for the office.

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1. Can Environmental Health investigate general complaints concerning improper disposal of tires, roofing shingles, garbage, debris, and pests involving private residences?

Environmental Health does not investigate complaints of this nature at private residences. However, we may refer these complaints to other jurisdictions if applicable.

2. How can I have my home tested for radon gas or find assistance with radon questions?

Visit the North Carolina Radon website to answer your radon related questions.

3. Does the Health Department regulate tanning salons or beauty salons?

No. Tanning and beauty salons are regulated by the NC Division of Radiation Protection (under NCDENR). You can call them at 919-571-4141.

4. Where do I file a complaint about dumping in streams?

You can contact the North Carolina Division of Water Quality (Asheville Regional Office phone is 828-296-4500) or contact the Cherokee County Environmental Health Department at 828-835-3853 and we will refer your complaint to the DWQ regional office.

5. What do I do to clean up mildew/mold issues in my house?

Visit the Environmental Protection Agency's website to see how to clean up mildew or mold issues in your house.

6. How do I file a complaint about a restaurant or other establishment regulated under FLI?

Contact the Cherokee County Environmental Health Department where the call will be referred to the designated specialist for investigation of the complaint.

7. What do I do if I think I have foodborne illness?

Contact your physician or other health care provider and your local health department. Additional information concerning food borne outbreaks can be accessed on the CDC website.

8. Are there some foods that I can serve that do not require a food handling permit?

Yes, non hazardous foods such as popcorn, dip or scoop ice cream, candied apples, boiled peanuts, and cotton candy are not regulated. If you have a certain food item that you are not sure about call FLI to see if a permit would be required. The North Carolina Department of Agriculture and Consumer Services website addresses the selling of home canned goods, non-hazardous baked goods, and other foods not regulated under the Health Department: