“911, what is the address of your emergency?” Those are the words you’re likely to hear when you dial 9-1-1. What should your response be?
First, take a deep breath and stay calm. 911 dispatchers are trained to calmly and effectively gather information and assess emergency situations so that they can send the right medical, fire, or law enforcement professionals to the scene.
Next, tell the dispatcher where you are, what is happening or what type of responder you need, and give as much detail as possible about your location and the number you’re calling from. This is important because according to the National Emergency Number Association (NENA), more than 80 percent of 911 calls are made from cell phones, and emergency calls are just as prone to drops, outages, caller-ID confusion, and other wireless phone issues. Calls to 911 from a cell phone also are not associated with a specific address like landlines, so they can be difficult to track.
By clearly stating your location (or a solid address if possible), emergency/what kind of emergency responder you need, and your phone number, the 911 operator can dispatch emergency responders to your location or call you back if the call drops. You might say, “I need an ambulance. I’m at the corner of Grant Street and Fifth Avenue in downtown Pittsburgh. I’m calling from a cell phone and the number is 412-555-5555.”
NOTE: Even after help is on the way, the 911 dispatcher will continue to ask you questions. This helps them further assess the situation and pass details along to the first responders en route to you. They will also support you and help you manage the situation until help arrives.
Next, you should state your emergency. Did someone fall and hit their head? Does the victim have a bullet wound? What caused the emergency and how many people are injured?
Describe the situation as simply as possible. For example, you might say:
- “There’s been a bike rider hit by a car.”
- “A woman is in cardiac arrest in our office.”
- “A man has overdosed in our restroom.”
The dispatcher will ask the condition of the victim. To the best of your ability, describe the condition and location of the victim’s injury—is it on their leg, arm, or head? Tell the dispatcher:
- Whether or not the person is breathing
- If they are conscious or unconscious
- If there is bleeding
