How to Make a 9-1-1 Call

This post prepares individuals to place a well-informed call to 9-1-1 by describing the emotional barriers that delay information giving. Share this guide with your families and loved ones to make sure everyone is prepared in the event of an emergency.

The National Emergency Number Association estimates that there are 240 million calls made to 9-1-1 in the U.S. every year. 9-1-1 calls are often made under duress and fraught with strong emotions. Witnessing an emergency event can impact how well a caller can relay the vital information 9-1-1 operators need to dispatch law enforcement and medical responders.

When to Dial 9-1-1

It is important to keep the lines open for operators for 9-1-1 emergency calls, below are some scenarios for when it’s appropriate to dial 9-1-1:

• Medical Crises: If a person is unconsciousness, severely bleeding, experiencing chest pain, or is having a medical episode from an existing condition.

• Fires and Hazards: If a person smells a potential gas leak, see or smell smoke, or identify dangerous hazards in the road or sidewalk.

• Crime in Progress: As an example of a crime in progress, if there is an intruder, or a witness sees or experience an assault that requires medical attention.

If someone is unsure about making a call, it’s best to make the call anyway.

Operators are trained to evaluate the scene based on the information provided and will determine the correct response. Making the call to 9-1-1 even if unsure the call is necessary is common advice from emergency professionals; and in some cases, making the call could save a life. Read more about deciding to make the call through the Medical Access & Service Advantage resource here.

Dialing 9-1-1 vs. 3-1-1

If a situation does not appear to fall under the outlined above section, here are some cases when it makes more sense to dial a non-emergency line. Many major cities and large municipalities have 3-1-1 service lines to answer non-emergency calls and report any needed public services. Remember to check if your local area has a 3-1-1 number before dialing.

Check out the list below to see if your call warrants a 3-1-1 call instead of 9-1-1. 

• Noise Complaints: From sources such as neighbors, outside music or even construction.

• Past Crimes or Incidents where the Suspect is No Longer on the Scene: Cases of fraud, forgery, simple assault with no injury, or cases of lost or stolen property.

• Non-emergency Services: Disabled vehicles, reporting a pothole, complaints, vandalism, graffiti, or destruction of property.

Dialing 9-1-1: What to Know

After assessing the scene and determining that a call to 9-1-1 needs to be placed, here is a brief overview of what you need to know:

Note: Each 9-1-1 operator, based on training or approach, may not ask questions in this order, so be prepared to answer questions in the order the operator asks and follow their directions.

1.     What is the Emergency?

2.     Location, Location, Location.

3.     Identify Yourself and Relationship to the Emergency.

4.     Share Your Contact Information.

5.     Stay on the Line.  

What is the Emergency?

Remember, operators must assess the scene without being present. Informing operators if there is a medical emergency or crime in progress determines if they prioritize EMS service or deploy law enforcement.

Be sure to detail why you called and describe the scene including a description of the person you are calling on behalf of or the suspect if a crime has been committed.

Location, Location, Location

For help to arrive, emergency services need to know where to go. Knowing the exact location of the emergency is great, but use of landmarks or enlisting the help of other citizens nearby for help determining a location is advisable even if you cannot give an exact location. Remember to provide instructions to the operator if the scene location is hard to reach or not in plain view.

Identify Yourself and Relationship to the Emergency

Some operators may wish for a person to identify yourself for the responders on the scene. By describing yourself with identifying information like the color of your clothes or other descriptive details, you can help responders get to the scene quicker by looking for you.

You may also be asked to describe your relationship to the person experiencing an emergency. This allows the operator to alert responders so they may ask follow-up questions on arrival if you know the person’s medical history.

Share Your Contact Information

Depending on the situation, operators may request your name and phone number for follow-up reporting, especially if you witnessed a crime.

Stay on the Line

This is the strongest piece of advice: Stay on the line with the operator. Even if EMS or police have been dispatched, it is important to stay on the line until the operator gains all the information they need. Some cases may require additional instructions as the situation continues, so it is essential to stay on the line with the operator.

Conclusion

The 9-1-1 helpline is a great tool to keep our communities secure, share this guide with your families and loved ones to help others act in real emergencies.

Follow more on Freedom Response’s blog to get general tips and resources like this one to help keep you and your family prepared for emergencies. You can also review in-depth topics to learn more on emerging issues and other efforts to keep communities safe.