What We Need to Know

When you call 911, it’s important to stay on the line and answer the Communications Officer’s questions as calmly and clearly as you can. These questions are designed to help you get the fastest and most appropriate help.

What You’ll Be Asked

Be ready to provide:

• The location of the problem
  If you don’t know the exact address, be prepared to give landmarks, cross streets, or descriptions to help us find you.

• The type of problem
  Describe what is happening: fire, medical emergency, crime in progress, etc.

• Plain language details
  Explain the situation simply and clearly.

• Any additional details
  For example, number of people involved, descriptions of vehicles, injuries, etc.

Why These Questions Matter

The Communications Officer is trained to gather important information while emergency units are already on their way. Answering questions does not delay help—units are being dispatched as you speak.

Sometimes, you may be asked to stay on the line until help arrives so you can provide updates or follow important instructions.

If you can’t give full answers, just say so; the officer can often continue by asking “yes” or “no” questions to keep things simple.

Follow Instructions

Listen carefully and follow any instructions given by the Communications Officer. They are trained and certified in emergency medical, fire, and law enforcement dispatch, and can guide you through steps to help until responders arrive.

Never hang up until the Communications Officer tells you it’s okay to do so.