Please remain on the telephone to provide additional information until help arrives. DO NOT hang up until the Call-taker advises you to do so.
When the Call-taker answers your 9-1-1 call, they will ask for your address or location, and they will ask the nature of the emergency. Be prepared to verify your address or the location where the emergency is occurring.
Call takers will always ask to verify your address even though they may have your phone number and address on their 9-1-1 screen. This is a backup measure to eliminate sending help to the wrong location.
After you tell the Call-taker the nature of your emergency, you will be asked a series of questions designed to get the proper help to you in the least amount of time.
Do not argue with the Call-taker, they are trained professionals and the questions they ask will get you the best help in the least amount of time.
If you are reporting a medical emergency, the call takers will ask very specific questions related to the medical problem. Responders and paramedics need the best possible information so they bring the right equipment and the appropriate amount of manpower, so the Call-taker will pass on the answers to the questions to the responders as they are en route to your location.
Do not get frustrated with the Call-taker. Often times, the fire department has been notified after only one or two questions related to the problem. The additional questions they ask help the responders be prepared to best help the patient.
The Call-taker may give you instructions to assist the patient. Call-takers are trained and certified to give CPR instructions and other pre-arrival medical instructions.
If you are reporting a police emergency, Call-takers will ask you specific questions to determine what is going on, if weapons or alcohol is involved, where any suspects may be located, descriptions of suspects and vehicles, and other details that will be relayed to responding police officers.
You may not always understand why a particular question is being asked, but answer it to the best of your knowledge. If you remain calm and answer the Call-takers questions, you will get help faster.
If you are reporting a fire emergency, Call-takers will ask you questions to identify what is on fire, if flames are seen, if it is a field or brush fire they will ask if it is threatening any buildings and the size of the area burning, they may ask you the color of the smoke or if any hazardous chemicals are involved.
The Call-takers understand that if you are reporting a house fire from your house, you will not have time to answer many questions, and evacuating yourself and your family is the priority. They will get help started immediately and advise you to evacuate the house.
BE AS CALM AS POSSIBLE. Callers who yell are hard to understand. Try not to yell into the phone. We understand it can be very difficult to be calm during an emergency, but remaining calm and speaking clearly with get you the best help in the shortest amount of time.
When you dial 911 from a traditional telephone, one that is wired into a house or other building, the location from which you are calling is displayed on a computer screen in front of the 911 operator. ...
