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What to expect when calling 911

The very first words you might hear when calling 911 are, "911, what is the address of your emergency?" From there, the operator also called a "dispatcher" will guide you through answering several more questions. Review the steps below for examples of how to communicate with the operator during a call.

Jump to Practice Activity

1

When to Call 911

Only call 911 if you need the police, the fire department or an ambulance right away. 

Call if you:

  • Feel unsafe or are in immediate danger
  • Witness a crime
  • Are with someone who is badly hurt and needs medical help quickly
  • See a fire or smoke
  • Are in or see a car crash
2

Dial 911 and take a breath

A deep breath will help you calm yourself so you can better tell the 911 operator what is happening. 911 operators are trained to keep you calm and will guide you though what they need to know. Listen carefully and respond to their questions. 
3

Tell the operator where you are and your phone number

Say where you are. Give an address if possible. If you are in the community, provide the city and the nearest street names. Include landmarks if possible. Here are some examples of being specific:

  • My address is 240 Grant Avenue, Apartment 380. I'm on third floor near the elevator. 
  • I'm at the corner of Orchard avenue and 28 Road in Grand Junction.
  • I'm on highway 36 near mile marker 14.

Give the operator your phone number so they can call you back if the call drops for any reason.

  • I'm calling from my cell phone. My number is 303-555-1212
4

Describe the Emergency

Next, describe what is happening. Be as simple as possible.

  • A house is one fire.
  • A man is having trouble breathing.
  • Someone has broken into my home.
5

Describe the condition of the person in trouble

The operator will ask for more information about you or the person in trouble. Be sure to let them know if someone is already helping out. 

  • I am locked in a bathroom and scared but not injured. I have to be quiet so they don't hear me.
  • The man is unconscious and looks very pale. Someone is trying to perform CPR.
  • Someone is trapped in the house that is burning.
6

Follow all instructions

The operator may ask you to help out by performing first aid. They will walk you through each step so listen carefully. An operator may also ask you to get to safety or provide other instructions. 
7

Don't hang up until told to

Never hang up on the 911 operator. If it is unsafe to talk leave the call open and find a place to hide. 

Let's Practice

Find a friend or family member to help you practice calling 911. One of you will practice calling 911, and the other will act as the 911 operator. Follow the steps and practice 2 or 3 times.

*If you use an AAC device to help you communicate, go to the very bottom of the page for extra practice instructions.

*Practice with a friend using their phone number. Only call 911 in an emergency.

  1. Start the Call:
    Say, “911, what is the address of your emergency?”
  2. Ask Key Questions:
    • “Where are you?”
    • “What is your phone number?”
    • “What is the emergency?”
    • “Is anyone hurt?
    • Can you tell me more?”
  3. Encourage and Guide:
    Help them if they struggle and give simple, clear instructions if needed.
  4. End the Call:
    When they’ve answered all questions, say, “You did great! You can hang up now.”
  5. Review Together:
    After the practice call, discuss what went well and what can be improved. Offer positive feedback.

Repeat the practice to build confidence.

Practice with a friend. Do not call 911 unless it is an emergency!

  1. Start the Call:
    Pretend to dial 911. Take a deep breath to stay calm.
  2. Answer the Operator’s Questions:
    • Where are you?
      Give your address or describe your location.
    • What is your phone number?
      Say your phone number clearly.
    • What is the emergency?
      Describe what’s happening in simple words.
    • Is anyone hurt?
      Share any details about the person in trouble.
  3. Follow Instructions:
    Listen carefully and do what the operator asks you to do.
  4. Stay on the Line:
    Don’t hang up until the operator says it’s okay. If they tell you to hang up, do so calmly.
  5. Practice Again:
    After each practice call, talk with your partner about how it went and try again until you feel confident.

Let's Practice with AAC

Find a friend or family member to help you practice calling 911 using an AAC (Augmentative and Alternative Communication) device. One of you will practice using your pre-recorded AAC 911 message, and the other will act as the 911 operator. Follow the steps and practice 2 or 3 times.

*Practice with a friend using their phone number. Only call 911 in an emergency.

  1. Start the Call:
    Say, “911, what is your emergency?”
  2. Listen Carefully:
    Allow time for the caller to play their pre-recorded AAC message, which will include important details like the emergency, location, and phone number.
  3. Ask Yes or No Questions:
    Ask clear questions such as:
    • "Are you having trouble breathing?"
    • "Are you injured?"
    • "Are you bleeding?"
    • "Have you fallen?"
    • "Are you alone?"
    • "Do you need an ambulance?"
  4. Encourage and Guide:
    Continue asking Yes/No questions and guide the caller through the process.
  5. End the Call:
    When they’ve answered all questions, say, “You did great! You can hang up now.”
  6. Review Together:
    After the practice call, discuss what went well and what can be improved. Offer positive feedback.

Repeat the practice to build confidence.

*Practice with a friend using their phone number. Only call 911 in an emergency.

  1. Start the Call:
    Pretend to dial 911. Take a deep breath to stay calm.
  2. Play your AAC Message:
    Begin by playing your pre-recorded AAC message. This message should include your address, phone number, and an explanation that you can only respond with Yes or No questions.
  3. Prepare for Yes/No Questions:
    Be ready to respond to Yes or No questions using your AAC device.
  4. Practice Again:
    Try again (1 or 2 times) until you feel confident.

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