Calling 911 & Explaining the Emergency

Category: Everyday Skills

Calling 911 & Explaining the Emergency

Calling 911 can feel frightening, especially when something serious is happening and you are trying to think clearly.

You may worry that you will say the wrong thing, forget an important detail, or waste time because you do not know exactly what is happening. You may also hesitate because you are not sure whether the situation is “bad enough” to call.

You do not need to have everything figured out before calling 911.

The dispatcher will ask questions and guide you through the conversation. Your job is to call when immediate help may be needed, give the clearest information you can, and follow the dispatcher’s instructions.

This guide explains when to call, what to say, what questions to expect, and what to do while help is on the way.

This guide is written for the United States, where the emergency number is 911. Emergency numbers and services vary in other countries.

When to Call 911

Call 911 when someone may be in immediate danger or needs urgent help from police, firefighters, or emergency medical services.

Examples include:

Someone is unconscious, not breathing normally, or cannot be awakened
Someone has severe trouble breathing
Someone may be having a heart attack or stroke
Someone is bleeding heavily
A serious injury has occurred
There is a fire, smoke, or smell of gas
Someone is choking
A person has taken a dangerous substance or may have overdosed
A serious car crash has occurred
A crime is happening now
Someone is threatening to hurt themselves or another person
A weapon is involved
You hear or see signs that someone may be in immediate danger
A person is missing and may be at immediate risk
You are lost or stranded in a situation that has become dangerous

If you believe waiting could put someone in greater danger, call.

You are not expected to diagnose a medical problem or prove that a crime is happening. Tell the dispatcher what you see, hear, or know.

Helpful Resources: Browse CPR & Emergency Response Supplies for products, equipment, services, or supplies related to this section.

When Not to Call 911

911 is for situations requiring an immediate emergency response.

Do not call 911 for:

General questions
Minor injuries that can be handled safely
Routine medical advice
A power outage with no immediate danger
Noise complaints that are not dangerous
Lost property with no immediate threat
Transportation to a regular medical appointment
A problem that already ended and no one remains in danger
Information about weather, road conditions, or community services

For non-emergency situations, you may need:

A local police non-emergency number
Your doctor’s office or an urgent care center
Poison Control at 1-800-222-1222 in the United States
A utility company’s emergency or outage number
A landlord or property manager
A roadside-assistance provider
988 for mental health, suicide, or substance-use crisis support in the United States when there is not an immediate physical emergency requiring 911

If you are unsure and believe someone may be in immediate danger, it is appropriate to call 911 and explain what is happening.

Move to Safety First

Before making the call, move away from immediate danger if you can do so safely.

For example:

Leave a burning or smoke-filled building
Move away from traffic after a crash if it is safe and possible
Do not approach a person with a weapon
Do not enter water, fire, unstable structures, or other dangerous areas to attempt a rescue unless you are trained
Keep a safe distance from downed power lines
Leave an area where you smell gas

Do not put yourself in additional danger. Once you are as safe as possible, call 911.

What to Say First

The dispatcher may begin by asking:

“911. What is the address of your emergency?”

Give the location first whenever possible.

Say:

“I need an ambulance at 25 Main Street, apartment 4B.”

or:

“There is a car crash on Route 10 near Exit 6.”

or:

“I am at Central Park near the entrance at 59th Street and Fifth Avenue.”

The location is critical because it allows help to be sent even if the call disconnects.

After giving the location, briefly explain the main problem:

“A person is unconscious and not responding.”

“There is smoke coming from the apartment next door.”

“Someone is threatening people with a knife.”

“A car hit a pedestrian.”

Keep your first explanation short and direct. The dispatcher will ask for more details.

Information the Dispatcher May Need

The dispatcher may ask:

What is the exact address or location?
What happened?
Is anyone injured?
Is the person conscious?
Is the person breathing?
Is there active bleeding?
How many people need help?
Is there a fire, weapon, dangerous substance, or other immediate hazard?
Is the person causing the danger still there?
What does the person look like?
Which direction did the person or vehicle go?
What is your name?
What phone number are you calling from?
Are you in a safe place?
Can someone meet emergency responders outside?

Answer as clearly as you can.

If you do not know an answer, say:

“I don’t know.”

Do not guess. Incorrect information can make it harder for responders to prepare.

Helpful Resources: Browse Communication & Emergency Information for products, equipment, services, or supplies related to this section.

How to Describe Your Location

If you know the full address, give:

Street number and street name
Apartment, unit, room, or floor
Town or city
Nearby entrance or building name

If you do not know the address, look for:

Street signs
Building numbers
Store names
Highway exits or mile markers
Train or bus station names
Park entrances
Intersections
Landmarks

You can say:

“I don’t know the address, but I am outside the grocery store at Oak Street and Pine Avenue.”

If you are inside a large building, explain where responders should enter and how to reach you.

Your phone may provide location information, but do not assume the dispatcher can see your exact position. Describe it verbally whenever possible.

How to Describe a Medical Emergency

Focus on what you observe.

Examples:

“He fell down the stairs and says he cannot move his leg.”

“She is awake, but her speech suddenly became slurred and one side of her face is drooping.”

“The person is not responding and I cannot tell whether they are breathing.”

“He is having trouble breathing and cannot speak in full sentences.”

Tell the dispatcher:

Approximate age
Whether the person is awake
Whether the person is breathing normally
Major injuries or symptoms
Known medical conditions, medications, allergies, or substance use if relevant and known
What happened immediately before the emergency

Do not move a seriously injured person unless leaving them where they are creates a greater danger or the dispatcher instructs you to move them.

How to Describe a Crime or Dangerous Situation

Tell the dispatcher what is happening now.

Include:

What you saw or heard
Whether anyone has a weapon
Whether anyone is injured
Number of people involved
Physical descriptions
Clothing
Vehicle description and license plate, if safely visible
Direction of travel
Whether the person is still present

Do not confront, follow, or attempt to stop someone if doing so could put you in danger.

If you are hiding or need to remain quiet, tell the dispatcher. Follow instructions about whether to speak, whisper, or stay silent.

Stay on the Line

Do not hang up until the dispatcher tells you to, unless staying connected places you in immediate danger.

The dispatcher may continue asking questions even after help has been sent. Those questions do not mean the response is being delayed. The information helps responders understand what they may encounter.

The dispatcher may also give instructions for:

CPR
Controlling bleeding
Helping someone who is choking
Using an automated external defibrillator
Leaving a dangerous area
Staying hidden
Unlocking a door
Meeting responders

Listen carefully and do exactly what you can safely do.

If you accidentally call 911, do not hang up. Tell the dispatcher it was accidental and answer any questions needed to confirm that there is no emergency.

While Help Is on the Way

If it is safe:

Stay near the person who needs help
Keep your phone with you
Put the phone on speaker if the dispatcher instructs you to provide care
Unlock the door
Turn on outside lights
Move pets into another room
Clear a path for responders
Ask someone to wait outside or near the entrance
Gather medications or medical information if relevant
Watch for changes and report them to the dispatcher

Do not leave the scene unless you need to move to safety or the dispatcher tells you to.

When Emergency Responders Arrive

Police officers, firefighters, or emergency medical personnel may arrive quickly and ask many questions.

Keep your hands visible and follow instructions.

Tell them:

What happened
Where the injured or endangered person is
Whether a weapon or other hazard is present
What changed while you were waiting
What care or instructions were already provided

Give responders room to work. If they ask you to move, wait elsewhere, or stop providing assistance, follow their directions.

If You Cannot Speak

If it is safe to do so, call 911 and stay on the line.

Some emergency call centers can receive text messages to 911, but text-to-911 is not available everywhere. Calling is generally faster and allows the dispatcher to hear what is happening.

If speaking could put you in danger:

Follow the dispatcher’s prompts
Make a sound or respond in the safest way you can
Use text-to-911 only if it is available in your area and calling is unsafe or impossible
Provide the location and type of emergency first when texting

Do not rely on social media, email, or a message to a friend when immediate emergency help is needed.

If You Freeze or Panic

Strong reactions are normal during an emergency.

You may:

Speak quickly
Cry
Forget information
Repeat yourself
Feel unable to make a decision
Have trouble understanding questions

Take one breath and focus on the next question.

You can say:

“I am scared and having trouble thinking. Please tell me what you need first.”

The dispatcher is trained to organize the information and guide the call. You do not need to sound calm or tell the story perfectly.

Practice Before an Emergency

Do not call 911 to practice. Instead, rehearse what you would say.

Practice stating:

Your home address
Apartment or unit number
Nearest cross street
Your phone number
Important medical information
Where emergency supplies are kept

Save non-emergency contacts in your phone, including:

Local police non-emergency number
Poison Control
Doctor or pharmacy
Landlord or property manager
Utility emergency numbers
Roadside assistance
Trusted emergency contacts

If you support someone who may have difficulty communicating, prepare a simple emergency information sheet with their address, medical needs, communication preferences, medications, allergies, and emergency contacts.

A Simple Script to Remember

When you call 911, focus on four things:

Where: “I am at 25 Main Street, apartment 4B.”
What: “A person collapsed and is not responding.”
Danger: “There is no fire or weapon that I can see.”
Follow directions: Answer questions and stay on the line.

You do not need a perfect script. Start with the location and the main emergency, then let the dispatcher guide you.

Final Thoughts

Calling 911 is not about knowing all the answers. It is about recognizing that immediate help may be needed and making the call.

Give the location. Describe what you see. Answer honestly. Stay on the line. Follow instructions.

You may feel frightened, uncertain, or overwhelmed, but you can still take the next useful step. In an emergency, that step may be the call that brings help.