How 911 Works: 5 Tips for Calling 911 in Emergency Situations

911 is a free emergency phone number used to request immediate assistance from emergency services—police, fire department, and emergency medical services (EMS)—in the case of life-threatening emergencies and in-progress crimes. When you place a 911 call, your cell phone provider or phone company will route it to a public safety answering point (PSAT) or 911 call center nearest to your location. The information sent with the call will depend on whether you called 911 with a landline or cell phone. Landlines registered to a specific address will provide the PSAT with your name and street address, but cell phones will send the call to a regional center based on the nearest cell tower’s location.

The call-taker will typically address you with the question, "911, what's your emergency?" They will then ask you several questions about the emergency, such as your location, the nature of the emergency, and any details you can provide about it. They may also provide you with helpful information, such as basic first aid or even cardiopulmonary resuscitation (CPR). It's essential to answer all of the call-takers questions so they can alert the proper emergency responders, whether fire and rescue, police, or emergency medical services (EMS).

You should only call 911 for an emergency that requires the immediate attention of first responders. These situations include:

• For crimes in progress: If you believe that you are either the victim or witness to a life-threatening crime, you should call 911. You should first remove yourself from immediate danger, if possible, and then report the emergency to the 911 call center. Be sure to inform them if you or another person on the scene requires medical attention to have the proper emergency responders on the scene.
• For difficulty breathing: Call 911 if you or someone you know is having trouble breathing or experiencing shortness of breath due to illness, injury, or a medical condition, like an allergic reaction. Signs of breathing difficulties can include severe wheezing and turning a blue or gray color around the eyes, gums, or face. Symptoms of an allergic reaction include difficulty breathing and increased heart rate.
• For a fire: You should call 911 if you are in immediate danger from or witness to a fire. If you see an uncontrolled fire, smell smoke or gas, or hear a smoke detector, fire alarm, or carbon monoxide alarm, call 911 for the fire department.
• For a heart attack: You should call 911 if someone is experiencing the major signs of a heart attack, like chest pain, light-headedness, and pain in the jaw, neck, or back.
• For an injury: You should call 911 if a serious injury causes extensive and uncontrollable bleeding, seizures, or paralysis. Report the extent of the injury to the best of your abilities to the call-taker to get immediate medical care. Avoid moving the injured party to prevent further damage.
• For loss of consciousness: You should also call 911 if a person loses consciousness and is unresponsive for more than one minute.
• For serious car accidents: Call 911 if you are involved in or have witnessed a serious car accident where someone sustains an injury or major damage has been done to the vehicles involved. If you are injured in the accident, call 911 immediately so that you can receive first aid and, if necessary, be transported by responders to an emergency room.

If you are not facing a life-threatening emergency but still need to speak to the police, you can call either 311 (if your area has implemented that service) or the unique 10-digit non-emergency number in your area. If you are not familiar with your area's non-emergency numbers, you can find them on the website of your local police department or sheriff's office. Here are some scenarios that do not qualify as 911 emergency calls:

• False reasons: Calling 911 for a prank or an emergency that doesn't exist takes emergency services away from a real emergency. These types of calls can result in penalties, including fines and time in jail, depending on your state laws.
• Minor car accidents: You do not have to call 911 if you are involved in or witness a car accident in which there are no injuries, minor damage to property, or if the accident isn't impeding traffic. Report collisions of this nature to the police after all information has been exchanged between the involved parties.
• Minor crime: Report any crime that has already taken place to the police using the non-emergency number. You can also report nuisance incidents, such as intoxicated people or barking dogs, to that number.
• Non-life-threatening medical emergency: Minor injuries or medical conditions that do not require immediate medical care do not warrant a 911 call. If you or someone you know has mild food poisoning, a slight fever, nausea, or a minor cut, consider calling a physician or going to urgent care.
• Request for Information: Calls for information, such as directory assistance or driving directions, should not be made to 911. Inquiries or complaints about law-related issues, like parking tickets, court dates, or warrants also don't qualify as 911 calls.

Here are some key tips for calling 911 that can help the call-taker get the information needed to help you, including:

1. 1. Keep calm. It may be challenging to remain calm and focused when you call 911, but it will be easier for you to report the incident and get the correct information for the call-taker. If possible, take a deep breath and speak as calmly and evenly as possible when making the call.
2. 2. Note your surroundings. Gather as much information about the location of the incident as possible. Providing the street address and cross streets (if applicable) or any landmarks can help the dispatcher send emergency services faster.
3. 3. Be patient. It may feel like a 911 call takes a long time, especially if an emergency prompts the call. Call-takers often enter information about your call while simultaneously alerting the appropriate emergency services. Allow them the time to get all the facts.
4. 4. Follow directions. The call-taker will ask you many questions, and may even direct you to provide emergency medical aid, if necessary. Listen carefully to what they tell you, and if you don't understand, try to relax and ask them to clarify what they mean. Getting their directions right can be important and potentially save a life.
5. 5. Stay on the line. Stay on the line with the call-taker until they instruct you to hang up. If you disconnect in the middle of the call, call-takers are required to call back to determine if the emergency is still taking place. If no one answers, police will be dispatched to the location or address (if you're calling from a landline).

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