What to Expect When Calling 911

What to expect when calling 911:

When you call 9-1-1, a certified Emergency Medical Dispatcher (EMD) with specialized training in managing emergencies over the phone will answer your call. Their job is to quickly gather critical information, dispatch the appropriate emergency resources, and provide life-saving instructions when needed.

The dispatcher will first ask for the address of the emergency and a callback phone number. Even if this information appears on their screen, they will ask you to verbally confirm it to ensure it is received accurately. In an emergency, getting help to the correct location is just as important as getting help there quickly.

Next, the dispatcher will ask a series of specific questions about the emergency. During a stressful situation, these questions can sometimes feel repetitive or seem unrelated to the immediate problem. However, they are not being asked to determine whether you need help. They are asked to determine the type and level of help you need so that the right responders and equipment can be sent to your location as quickly as possible.

The dispatcher will typically ask four key questions:

1. Tell me exactly what happened?
2. How old is the patient?
3. Is the patient conscious?
4. Is the patient breathing?

Your answers allow the dispatcher to rapidly assess the situation using nationally recognized emergency dispatch protocols. These protocols are based on decades of research, testing, and standards developed by organizations such as the National Association of EMS Physicians (NAEMSP), the American College of Emergency Physicians (ACEP), the National Emergency Number Association (NENA), the U.S. Department of Transportation (USDOT), and the National Institutes of Health (NIH).

Based on the information you provide, emergency resources may be dispatched while the dispatcher continues gathering information and providing assistance over the phone. Depending on the situation, they may give real-time instructions for CPR, bleeding control, childbirth, choking emergencies, AED use, or other critical first aid interventions until EMS personnel arrive.

The most important thing you can do during a 9-1-1 call is remain as calm as possible, answer the dispatcher’s questions, and follow their instructions. Our goal is to ensure the right help gets to the right place as quickly as possible while providing immediate guidance that can make a lifesaving difference before responders arrive.

Remember to discuss with your children when and how to call 911 so that they can get help if they are ever in need.