Tips & Guidelines for Calling 9-1-1
What is 9-1-1?
911 is the number most people in the U.S. and some in International countries call to get help in a police, fire or medical emergency. A 9-1-1 call goes over dedicated networks to the appropriate 9-1-1 answering point (PSAP) for the caller's location, and trained personnel then send the emergency help needed.
What is Enhanced 9-1-1?
Enhanced 9-1-1, or E9-1-1, is a system which routes an emergency call to the appropriate 9-1-1 answering point (PSAP) for the caller's location, AND automatically displays the caller's phone number and address that is available from the phone company for landline phones. The 9-1-1 call taker will ask the caller to verify the information, which appears on his or her computer screen. In most areas, phone number and location information is available for 9-1-1 calls made from a cellular/wireless phone.
Who pays for 9-1-1?
In most areas each household and business pays a small monthly fee for 9-1-1 service that appears on their phone bill. There is no per-call charge for calling 9-1-1. However, EMS/ambulances dispatched through 9-1-1 may charge for taking someone to the hospital; this is a separate ambulance charge, not a 9-1-1 charge.
When should you use 9-1-1?
(9-1-1) is only to be used in emergency situations. An emergency is any situation that requires immediate assistance from the police/sheriff, the fire department or an ambulance. If you are ever in doubt of whether a situation is an emergency you should call 9-1-1. It's better to be safe and let the 9-1-1 call taker determine if you need emergency assistance.
Do not call 9-1-1:
- for information
- for directory assistance
- when you're bored and just want to talk
- for paying traffic tickets
- for your pet
- as a prank
If you call 9-1-1 by mistake, do not hang up. Tell the call taker what happened so they know there really isn't an emergency.
What about 9-1-1 prank calls?
It's a prank call when someone calls 9-1-1 for a joke, or calls 9-1-1 and hangs up. Prank calls not only waste time and money, but can also be dangerous. If 9-1-1 lines or call takers are busy with prank calls, someone with a real emergency may not be able to get the help they need. It's against the law to make prank 9-1-1 calls.
How do I make a 9-1-1 call?
- In an emergency, dial 9-1-1 on your phone. It's a free call. You can use any kind of phone: push button, rotary, cellular/wireless, cordless, or pay phone. (With some pay phones, you may need coins to get a dial tone; with many wireless phones, Enhanced 9-1-1 does not yet work.)
- Stay calm and state your emergency
- Speak loudly and clearly. Give the 9-1-1 call taker your name, phone number and the address where help is needed. Know where the location of the emergency is located.
- Answer the call taker's questions. Stay on the telephone if it's safe to do so, and don't hang up until the call taker tells you to.
- Be proactive, make sure you have a 911 Physical Address and have your house number visibly displayed. Rural Routes and PO Box Numbers are not physical addresses.
TEACH YOUR CHILDREN HOW TO CALL 9-1-1.
Be sure they know what 9-1-1 is, how to dial from your home and cell phone, and to trust the 9-1-1 call taker. Make sure your child is physically able to reach at least one phone in your home. When calling 9-1-1 your child needs to know their name, parent’s name, telephone number, and most importantly their address. Tell them to answer all the call takers questions and to stay on the phone until instructed to hang up.
What if a 9-1-1 caller doesn't speak English?
When necessary, a 9-1-1 call taker can add an interpreter from an outside service to the line. A non-English speaking caller may hear a short conversation in English and some clicking sounds as the interpreter is added to the line.
What if a 9-1-1 caller is Deaf, or hearing/speech impaired?
9-1-1 call takers are trained to answer emergency calls from persons who are deaf or hearing/speech impaired.
If you uses a TTY/TDD, you should:
- Stay calm, place the phone receiver in the TTY, dial 9-1-1.
- After the call is answered, press the TTY keys several times. This may help shorten the time necessary to respond to the call.
- Give the call taker time to connect their TTY. If necessary, press the TTY keys again. The 9-1-1 call taker should answer and type "GA" for Go Ahead.
- Tell what is needed-police, fire department, or ambulance. Give your name, phone number and the address or location where help is needed.
- Stay on the telephone if it is safe. Answer the call taker's questions.
If you use a VRS (Video Relay Service) or IP (Internet Protocol) Relay, you should:
- Register and provide your address with the relay provider of your choice. Keep your address updated.
- Be aware that relay calls may take several minutes to connect. If you hang up, your call may not be connected to 9-1-1.
- Be prepared to provide your location information using an address, cross streets or landmarks, since relay calls may not display your location.
- Answer the call taker's questions.You may need to be transferred to another 9-1-1 center. Stay on the call if it is safe.