911 Basics for What Could Be the Most Important Call of Your Life

No one expects to have to call 911 for an emergency so few people give it much thought. After all, how hard can it be? When you're in the moment though, it may be much more frightening or daunting than you imagined.

Emergency dispatcher operators are the first emergency responders you'll come in contact with and it's the information you give them that will help direct the right resources. They have extensive training in triaging and responding, and the dispatchers usually stay on the line with you to help keep you calm or direct care while you wait for the response team.

Knowing what to expect when you call 911 — from making the call to when the emergency personnel arrive — and taking some steps ahead of time can help improve the chances of the best possible outcome.

Know where you are. Many of us visit family and friends and we can describe their homes to the smallest details, but we don't know the street address. After all, we don't need to know it. We just know how to get there. Because of this, safety experts recommend that everyone have their address in a location that's easily found. The best place used to be by the phone but landline phones are becoming less common. Now the best location could be on the fridge or a bulletin board in a common area. Entering addresses of places you visit in your own phone contact information can also help.

Make sure you can be found. Is your place easily identifiable? Can emergency services see the address from the street or is a big tree or other object obstructing the view? Ensuring your numbers are visible, especially at night, can save valuable minutes as emergency personnel respond to your call, says Capt. Rommie L. Duckworth, an EMS coordinator at the Ridgefield, Connecticut, fire department.

Determine if the situation merits a 911 call. Many medical emergencies are obvious. Someone who can't breathe, is bleeding heavily or has a severe injury needs emergency help. But sometimes you might come across a situation when you're not really sure if you should call 911 — is it an emergency or isn't it? "If you have any doubt or hesitation, just call," says Susanne Dennis, public safety dispatcher supervisor in Ridgefield. "That's what we're here for."

A few years ago, Moira McSpadden, who lives near Phoenix, Arizona, had to call 911 when her dad fell in a tight hallway. He had fallen a few times before and McSpadden was able to get him up on her own. This time was different. "He had one shoulder jammed up against one of the corners of the wall and he's taller than me. Even at 90 he was too heavy for me to pick up," she says. Although the situation wasn't life-threatening, McSpadden knew that she needed help.

If you're still not sure if you should call 911, many communities have non-emergency services like a 211 line. These services can advise you if it is an emergency and you need 911 services or if there are other resources you can reach out to. Look for what's available in your community so you can be prepared.

When a dispatcher answers your call, be clear about what you need. The harder it is for the dispatcher to understand you, the more questions they'll need to ask. "The most important thing we need is their exact location," Dennis explains. "It would be their address, their room or apartment number, what floor they're on, and the closest cross street. The cross street is really important." And don't be surprised if you're asked this more than once. Dennis says that she must ask three times to confirm the address.

The dispatch operator then has to ask a series of questions to ensure they send the right resources. This can seem frustrating, but these questions aren't delaying the response. They're helping it. "When someone calls 911, it's a difficult situation. It's not only emotionally intense, but it can be confusing," explains Duckworth, who also works as a dispatcher. "When we ask questions more than once, it's because we need to be sure that you're not making a mistake and we understand exactly what you're trying to say. We'll also ask the same questions to see what might be changing."

Answer the immediate questions first. Don't launch into a medical history, Dennis advises. The emergency personnel will need to know more details later but the immediate need is to know the exact reason you called for help. Was it because someone is bleeding? Unconscious? Not breathing? Once these details are covered, you can become more specific.

Do not hang up unless the dispatcher tells you to. You might have to put the phone down to do something like check on your loved one or perform a task, but keep the line open. Aside from getting help to you, dispatchers have other important duties — keeping you calm and continuing to assess the situation. McSpadden appreciated this constant connection while she waited for responders to arrive. "The dispatcher was very helpful while I waited," McSpadden says. "She was calm, cool and collected when I wasn't."

Clear a path and remove pets. There are things that can make it easier for responders as they arrive. For example, having someone at the door or even the side of the road can help them locate you faster. Inside, Duckworth recommends making as clear a path as possible so the responders can get in and out safely and quickly. This may mean removing throw rugs or small bits of furniture.

And make sure pets are out of the way, even cats. "Pets can get very scared when their people are nervous and anxious and then new people come through the door," Duckworth explains. People might remove their dog but may not think of their cat. Duckworth points out that a cat can panic and trip the responders as it tries to get out of the way. This can cause serious injury, especially if it happens on the stairs.

The 911 dispatch operators and their teams are there to help you, but there are things you might do that aren't helpful and can tie up resources.

Don't hang up after an accidental call. If you hang up after dialing 911, the dispatch center must follow up because they don't know why you did that. Were you in the middle of a crime and someone discovered you? Did you pass out after dialing? All calls must be treated as emergencies, even the hang-ups, and this means using resources. If you call accidentally (or your child or grandchild does), stay on the line and explain that it was an error. They'll understand.

Don't exaggerate about the situation. You need emergency help and you want it to be fast. It might be tempting to exaggerate the situation to get responders there faster. But exaggerating the emergency is a form of 911 abuse and can lead to life-saving resources being misdirected. It can also backfire because the responders will be unprepared for the actual situation, delaying proper care or assistance. "Always provide accurate information so the right help arrives efficiently," Duckworth says. And don't forget, misuse of the system can result in fines or criminal charges.

It can be hard to stay calm in the face of an emergency, but once you call 911, you become part of the team. Knowing what your role is helps everyone.