911 Caller Readiness & Awareness

Be Ready to Call 911 When Every Second Counts

Calling 911 connects you directly to trained emergency communications professionals who can send police, fire, or medical help when it is needed most. Knowing what to expect and how to respond can help reduce delays and support a faster, more accurate response. Preparing ahead of time can make a real difference when every second counts. Families can also find age-appropriate guidance to help children understand when and how to call 911.
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When to Call 911

Call 911 if someone is hurt, in danger, or needs immediate police, fire, or medical assistance. If you are unsure whether a situation is an emergency, it is appropriate to call and let the trained call taker determine the next steps.

When Not to Call 911

911 should not be used for non-emergency situations, such as needing directions, or handling routine issues. Using 911 for non-emergencies can tie up phone lines and delay help for someone experiencing a true emergency. Calling 911 as a joke or prank is a serious offense. Emergency communications centers can identify phone numbers and locations, and prank calls take resources away from people who need immediate help.

Call, Don’t Text 911

Emergency services are reached by calling 911. Texting or instant messaging does not connect you to emergency dispatch unless a local system specifically supports text-to-911. Calling remains the fastest and most reliable way to reach help.

Do Not Hang Up 

Stay on the line until the call taker tells you it is okay to disconnect. Hanging up too soon may result in missing information or a callback. Call takers can continue sending help while staying on the line to provide instructions or updates. 

If you called 911 by accident, or your situation has resolved itself stay on the line, it is important to let the operator know this. If you end the call abruptly, they will assume that something has gone wrong and will either call you back or send help anyway.

Know Your Location

Your location is one of the most important details you can provide. If you know the address, say it clearly. If you do not, look for nearby landmarks, cross streets, signs, or mile markers. If you are inside a building, share details such as the floor, apartment, room number, or entrance to help responders find you quickly.

Stay Calm and Answer Questions

The call taker relies on you as their eyes and ears. Staying as calm as possible and answering questions clearly helps ensure the right responders are sent to the right place. Follow instructions carefully, even if help is already on the way. Clear communication supports a faster and more effective response.

Share Your Phone Number if Asked

If the call taker asks for your phone number, provide it even if you believe it is already visible. This helps emergency services reconnect with you if the call is dropped or more information is needed.