Category: Health & Safety

⚡ Calling 911 & Explaining the Emergency

Calling 911 quickly and providing clear information can help emergency responders reach the correct location and prepare for what they will find.

You do not need to diagnose the emergency or know every detail. Tell the dispatcher what you see, answer questions, and follow instructions.

Call 911 When

Someone is unconscious.
Someone is not breathing normally.
A heart attack or stroke is possible.
Someone is choking and cannot breathe or speak.
Serious bleeding is present.
A severe allergic reaction is occurring.
A seizure lasts five minutes or longer.
A serious injury has occurred.
A fire, gas leak, or dangerous chemical exposure is present.
Someone may have overdosed.
A person is threatening immediate violence or suicide.
A crime is happening now.
Someone is trapped or in immediate danger.
You are unsure whether a situation is life-threatening.

If you are uncertain, call. The dispatcher can help determine what response is needed.

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

Give the Location First

The most important information is where help is needed.

Provide:

Street address
Apartment, suite, floor, or room number
Building name
Nearest intersection
Business or landmark
Highway name, direction, and nearest exit
Trail, park, beach, or transit location
Entry instructions
Gate or door code when appropriate

If the call disconnects, the dispatcher will at least know where to send help.

Do not assume the dispatcher can automatically see your exact location.

Describe What Happened

Use short, direct language:

“A person is unconscious and not breathing normally.”
“Someone has severe chest pressure.”
“A person cannot speak or breathe because they are choking.”
“There has been a vehicle crash.”
“Someone may have taken an overdose.”
“A person has a weapon and is threatening suicide.”
“There is smoke coming from the apartment.”
“A chemical splashed into someone’s eyes.”

Describe what you see rather than trying to provide a diagnosis.

Answer the Dispatcher’s Questions

The dispatcher may ask:

What happened?
Is the person awake?
Are they breathing normally?
How old are they?
When did the symptoms begin?
Is anyone injured?
Is a weapon present?
Is the scene safe?
What medication or substances may be involved?
Is the person trapped?
What is your name and callback number?

These questions do not delay help. Emergency units may already be responding while the dispatcher gathers information.

Put the Phone on Speaker

If you need to provide first aid:

Put the phone on speaker.
Place it near you.
Keep listening.
Follow one instruction at a time.
Tell the dispatcher if the person’s condition changes.

The dispatcher may guide you through:

CPR
AED use
Choking care
Bleeding control
Naloxone administration
Childbirth
Moving to safety

Do not stop care to hold the phone when speaker mode is available.

Do Not Hang Up

Stay on the line until the dispatcher tells you to disconnect.

Remain connected even if:

Help appears to be arriving.
The person wakes up.
Symptoms improve.
You have already answered several questions.
The situation becomes confusing.

Tell the dispatcher immediately if the person stops breathing, becomes unconscious, has a seizure, or develops new symptoms.

If the call disconnects, call back.

Send Someone to Meet Responders

When another person is available, ask them to:

Unlock the door.
Turn on outdoor lights.
Open gates.
Secure pets.
Clear hallways.
Move vehicles blocking access.
Meet responders outside.
Guide them to the correct room.
Bring the AED or first aid kit.

Do not leave an unconscious or seriously ill person alone to meet the ambulance.

Gather Useful Information

When it does not delay care, collect:

The person’s name and age
Medication list
Allergies
Medical conditions
Emergency contacts
Identification
Advance directives or medical orders
Medication containers
Substance packaging
The time symptoms began
The time naloxone, epinephrine, or another emergency medication was given

Give this information to responders.

Report Hazards Clearly

Tell the dispatcher about:

Fire or smoke
Weapons
Aggressive behavior
Chemicals
Electricity
Traffic
Gas odors
Animals
Floodwater
Ice
Structural damage
Drug residue or needles
Infectious-disease concerns

Do not enter an unsafe area. Protecting yourself allows you to remain available to help.

Calling About a Mental Health Crisis

Explain the specific behavior:

“The person says they plan to kill themselves.”
“The person has a firearm.”
“They are hearing voices telling them to hurt someone.”
“They are confused and cannot recognize family members.”
“They took medication and may have overdosed.”

Share known information about:

Weapons
Medication
Substance use
Diagnoses
Communication needs
Previous crises
Triggers
Whether the person is injured

Do not describe someone only as “crazy” or “out of control.” Specific information helps responders prepare appropriately.

If You Cannot Speak Safely

If speaking could place you in danger:

Call 911.
Leave the line open.
Follow any prompts.
Make noise only when safe.
Use text-to-911 if it is available in your area.

Text-to-911 is not available everywhere. Calling is generally faster when you can speak safely.

When texting:

State the address first.
Briefly describe the emergency.
Answer questions.
Use plain language.
Do not send group messages, photographs, or videos unless requested.
Keep the phone available.

Language and Communication Access

Tell the dispatcher if:

You need an interpreter.
You use American Sign Language.
You are deaf or hard of hearing.
You use a speech-generating device.
The injured person has a communication disability.
The person has autism, dementia, or another condition affecting communication.

Use clear yes-or-no responses when that is easiest. Do not hang up while language or communication assistance is arranged.

Accidental 911 Calls

If you call 911 accidentally:

Stay on the line.
Tell the dispatcher there is no emergency.
Answer any confirmation questions.

Do not hang up immediately. A disconnected call may require the dispatcher to call back or send responders to verify safety.

Teach Children How to Call

Children should know:

How to call 911
Their full name
Their home address
Their caregiver’s name
What counts as an emergency
Not to hang up
Not to call as a joke

Practice with a pretend phone. Never place a practice call to the real 911 system.

Post the home address where children, visitors, and caregivers can find it quickly.

Quick 911 Checklist

Call as soon as an emergency is recognized.
Give the exact location first.
State what happened.
Say whether the person is awake and breathing.
Mention immediate hazards.
Answer questions clearly.
Put the phone on speaker.
Follow the dispatcher’s instructions.
Report any change in the person’s condition.
Send someone to meet responders.
Gather medication and medical information.
Stay on the line until told to disconnect.

Suggested Guides

Important Health & Safety Notice

The information in this guide is provided for general educational purposes only. Independence Answers is not a medical provider, and this content is not a substitute for professional medical advice, diagnosis, treatment, or supervision. Always follow the instructions of your doctor, pharmacist, or other qualified healthcare professional, especially if you have a medical condition, take medication, or are unsure whether an action is safe for you.

Do not ignore or delay seeking professional care because of something you read here. If you believe someone may be experiencing a serious or life-threatening emergency, call 911 or your local emergency number immediately.