The Lewiston-Auburn 9-1-1 Emergency Communications System recently underwent a technology upgrade that lays the groundwork for the much-anticipated ability to send text messages and images to 9-1-1.

When the technological advancement of sending digital images and messages becomes available (in the not-so-distant future), it will meet not only the demands of today’s younger population — many of whom rely on texting and have never owned a traditional home phone — but it will also be a welcome advancement for the hearing- and voice-impaired community.

Another population, however, remains reluctant to use the three-digit, nationwide system designed for speedy response and exact location identification.

Trends, surveys and statistics show that, both locally and nationally, senior citizens consistently hesitate to call 9-1-1 when they are uncertain of the gravity of a situation. Often citizens will dial the old, familiar seven-digit business number to ask a question about their shoulder pain, to let us know there is someone knocking on their door at 2 a.m. or to report that they smell smoke.

They aren’t sure if the pain is a sure sign of a heart attack. They wonder if the person at the door really does need to use their telephone. They don’t know the location or source of the smoke, and they don’t want to alarm anyone, cause panic or, worse yet, have the neighbors see lights and sirens respond to their home.

Those are exactly the times citizens should call 9-1-1.

Today’s emergency number system is designed to pinpoint a caller’s location, which speeds up responders’ ability to find the person in need of assistance. Calling 9-1-1 with a medical concern automatically triggers a series of potentially life-saving questions designed to help the caller apply critical first aid that may save the life of the suffering person.

The police and fire departments in Lewiston and Auburn consolidated their dispatch centers nearly 20 years ago. As a result, none of the four departments have anyone dedicated to answering citizen phone calls 24 hours a day; that duty falls to the men and women of the 911 center.

Down through the years, telephone numbers at the fire and police departments have been reassigned and, in some cases, discontinued altogether, so the old number memorized in school many years ago may no longer be answered.

A sick or injured person should not be concerned about finding the right number to call for help when 9-1-1 telecommunicators are at the ready.

Seniors are very much correct in assuming not all calls should go to the 9-1-1 system. Reports of barking dogs, parking complaints and civil issues should not tie up 9-1-1, but can be easily resolved by calling the on-duty dispatcher at 784-6421 or 784-7331, ext 1.

The simplest question to ask is this: Is there a good chance I need an officer, firefighter or ambulance to help me. If the answer is yes, 9-1-1 is always the best option.

Phyllis Gamache is the director of the Lewiston-Auburn Emergency Communications System.

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