What to do (and not) when calling 911.*

by John Vasquez

Over the years we have been asked, “What are some of the issues we have encountered while working with a 911 operator/dispatcher?” The answers are usually the misconceptions of how the 911 system works, what 911 is supposed to be used for and what information needs to be given to the operators.

How does the 911 system work?  When you dial 911 from your house phone it should go directly to the law enforcement agency that is responsible for your property. If you are on a cellular phone it goes to the nearest cell tower that has an open circuit and is usually answered by the law enforcement agency that is responsible for that property. It may not be the agency that covers your area, it could be an agency a couple of miles or several miles away.

So, what 911 is supposed to be used for:

  • Fire
  • Traffic accidents with injuries or damage to real property (i.e. buildings, poles, etc.)
  • Life threatening medical emergencies
  • Live electrical wires down
  • Any time people are actively being threatened or injured with a weapon
  • Any time the elderly or adolescent children are actively being threatened or injured, with or without a weapon
  • Robbery or burglary that is currently happening or just occurred within the past 10 minutes
  • People are actively fighting (i.e. hitting each other)
  • Reporting a drunk driver
  • Child locked inside a vehicle
  • An explosion
  • Someone shooting a firearm

In other words, any incident that involves injuries, immediate threat to a person or people’s lives, or an incident involving theft by the use of force or weapons within 10 minutes.  

So, what is not a 911 call--everything else.  I hear someone say, “But some idiot just ran into my brand-new car!”, and the first question the operator will ask is, “Is anyone injured?”  If your answer is no, then you will be informed that it is a civil matter and not a life-threatening emergency and if you need further assistance you should call the non-emergency line.  Many of us may believe the circumstances we are currently involved in constitutes an emergency, but 911 operators have policies and must follow them. It should be noted that the majority of law enforcement agencies will not respond to non-injury traffic accidents since it is a civil matter between insurance companies; your best bet is to exchange driver and vehicle information, take pictures, get witness information and contact your insurance company.  I hear someone else say, “But how do I get my car to the body shop?”  You are hopefully an adult, contact your insurance company or google tow trucks in the area.  Law enforcement agencies cannot give you the information since they do not want to be liable for recommending a tow company.

Now to address what information do you need to give to the 911 operator.  In short just answer the questions.  It does not matter how many episodes of “911”, “COPs”, or “CSI” you have watched real life is different.  Usually the first thing you hear when the line is answered will be, “911 what is your emergency?”  This is your opportunity to start the ball rolling to get help moving as soon as possible and all you have to do is answer the question (i.e. my baby stopped breathing, there is a horrible car accident and I see blood, someone just pointed a gun at me and stole my purse).  Now is the hardest thing a person can do……. Stop and wait to answer the next question.  You may want to start giving details like what happened, what the “Perp” looked like, how your ex boy/girl friend is a piece of &*%$, or anything else your adrenalin fueled system wants to unload, but you just need to answer the questions.`

“Why should I wait,” or “I am not going to wait, the operator needs to know this,” I hear someone yelling, and you may be right but there is a method to the madness operators ask for information.  Depending on what answers the operator receives will determine how fast the RIGHT help will be dispatched.  God forbid you have a baby that stops breathing but if you are trying to tell the operator that the baby had been sick the last few days you will miss the question, “what is the address you are located at?” and the officer that might be down the street will not know he should be driving like a bat out of hell to try and help your baby; or your call is answered by the wrong agency and needs to be transferred to the correct agency; or a person reporting the same traffic accident the other 20 people around them are and telling all the gruesome details is monopolizing the line and keeping your call from being answered about your baby who has stopped breathing.

Remember, all the information you have to pass on may be important and may need to be conveyed to law enforcement or the fire department, but by answering the questions will insure the information is conveyed in the order the operator needs and will get help dispatched as fast as possible.

 Lastly, you should always contact 911 for help, but being prepared to keep yourself safe for the time it takes to respond is something you should work on everyday.

911 Checklist

(Try to know this when you call) Do not take time researching if you do not know or can't remember. The most important thing is getting help on its way.

  • What is the situation. (See above)
  • Where are you?

(If you know the address give it. If not a landmark, VONS at 1st and State St. in Springfield.)

  • Answer questions: Where are you, who/how many hurt, Car that left, what kind and what direction?
  • Try to stay calm and only answer what is asked.

*Disclaimer:

Articles are for educational and entertainment uses only. Always follow local, state and federal laws. GOTX does not endorse any action, product or technique, mentioned, pictured or alluded to on this site. Any recommendations,  suggestions or discussions are Opinions and should be treated as such.

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