Know when to call, what to say, and how to help.
A few minutes of preparation can save a life. These are the basics everyone should know about contacting 911.
911 versus the non-emergency line
- Crime in progress
- Serious injury or medical emergency
- Fire, smoke, or gas leak
- Any immediate threat to life or property
- Non-active, past incidents
- Suspicious but not active activity
- Noise complaints, civil matters
- General questions or requests
What the telecommunicator will ask, in order
Help is already on the way while you answer. Our telecommunicators dispatch responders as soon as they know where you are and what is happening, then keep gathering details and updating those responders en route. Stay on the line until they tell you it is okay to hang up.
Where is the emergency?
The exact address, including city and apartment or unit number, or the nearest cross street, mile marker, or landmark. Location is always the first question, because it is what gets help moving.
What number are you calling from?
Your callback number, confirmed right after location, so we can reach you if the call drops. Cellular location is a starting point, not a guarantee.
What is happening?
Tell us exactly what happened: a fire, an injury, a crime, a crash. This sets the type of response. At this point responders are being dispatched.
Who and how many?
Who is hurt, involved, or in danger, how many people, descriptions, weapons, or hazards. Your name is collected here too. Then follow the instructions you are given until help arrives.
Answer the questions; it does not slow anything down
The questions you hear after the first two are not delaying help. The telecommunicator continues gathering information while another team member is already dispatching, and everything you say is relayed to the responders on the way.
If you cannot speak
Stay on the line. Tap the phone, make a noise, or answer yes-or-no questions with key presses if the telecommunicator asks. TTY and relay services are supported. Whatever you can do, do not hang up.
Helping kids feel confident about calling 911
Memorize the address
Practice saying the home address, including city and any apartment or unit number.
Only in an emergency
Teach that 911 is for fires, injuries, or when someone might hurt them, never as a test.
Stay calm, stay on
It is okay to be scared. The dispatcher will talk them through it and stay on the line.
Called 911 by mistake? Stay on the line.
Do not hang up
Stay on the line and tell the dispatcher you are okay. If you hang up, the dispatcher will call you back and may send an officer to verify your safety.
You will not be in trouble
Pocket dials and child-play dials are common. We would rather verify than miss a real emergency.
Classroom visits and community safety presentations.
The district offers public safety presentations for schools, civic groups, and community organizations across the areas we serve.