8 things you need to know when making a 911 call (inside advice from a 911 dispatcher)

As a 911 dispatcher for a large city, we receive upwards of 50,000 phone calls a week. While the content of each call varies, there are some things that stay the same. And one of the things that is very clear, is that most people don’t know how to make a 911 call. The reality is that some of us may only call 911 once or twice in our lifetime.  So on those rare occasions that they do call 911, most citizens don’t know what to expect which can make the experience very frustrating. So, let me help you out a bit.

First, we need to note that important decisions related to emergency situations need to be made beforehand. In the moment, once adrenaline starts running the stress and emotion of the situation often make it very difficult for people to think clearly. You need to be able to react without thinking about it (That’s why self-defense focuses so much on muscle memory and repetition). The same thing applies to making decisions. You need to decide now how you are going to react during given emergency situations if you want to stay in control during the actual event. So when it comes to making 911 calls, review in your mind the information you need to know beforehand. Practice making pretend 911 calls with your children. The better prepared you are, the easier it will go.

And now, for the things you need to know:

1) Location, Location, Location

You will find that when you call in to 911, the first thing that an operator will ask for is the location. Sometimes that can be frustrating if you have a license plate you wanted to read off or other important information that you want to get across. You will probably even find that the operator will cut you off, and continue to do so, until they can get a clear location. Why? In our age of technology most people assume that we automatically get an accurate GPS location as soon as you call in. Not true. Any GPS location for phones is based on triangulation and is not very accurate. I can tell that when we have to put in calls based on GPS location alone, we rarely ever actually find the person calling. In addition, the GPS coordinates take time to become accurate. While I am retransmitting a call to get an accurate location the coordinates will often jump all over the map. And while it may be within 2 or 3 blocks of your location, it’s not as accurate as you think.

And while any other information you are trying to share may be important, it will always be secondary to location. Even if we don’t know anything about what is going on, if we have a location we can at least send officers out. So be patient while they try to verify your location. Be patient if you have to say it once or twice. And if you have the time to safely do so, try to get a good location before calling.

2) We know what we’re doing

This is a hard one for a lot of people to accept. Please remember that we receive extensive training before we ever sit down and answer a phone. We’re trained in dealing with a number of different situations including mental illness, suicidal callers, and domestic violence. Chances are we’ve already handled numerous emergencies just like the one you’re reporting. And most importantly, we know our department’s policy. Each department has a specific policy on how we respond in each given situation and it often depends on what’s going on the in the area, so even if you don’t like what we have to say, trust me, there’s a reason we’re saying it. And while we’re humans and we can make mistakes, for the most part, we know what we’re doing.

Also remember that 911 operators will often have different priorities when it comes to information. In the heat of the moment people often want to regurgitate all the information they have as fast as they can, but there is a reason that we ask questions in the order that we ask them. Think of a 911 call as an interview. Your job is to let the operator direct the call. Let them tell you what they want to know. There are some things that they are always going to want to know right away, such as location, or if there are any weapons involved. But each police department has a different policy on call taking and they have a specific order that they go in for a very specific reason. So take a deep breath, hold on for a sec, and let them tell you what they want to know. Once they’ve gone through their list of questions, feel free to provide any further details that they may not have asked for. And if it takes them a second to ask another question, be patient. They are probably just trying to type it all up or trying to advise their dispatcher. The most important thing to remember, Help us help you by letting us direct the call.

3) What is an emergency to you is not always an emergency to us

This is a long one so stay with me here. In general, if someone calls in to 911 it is because they have an emergency. (If you don’t have an emergency, why are you calling 911? Google the non-emergency number!!!) But it is important to recognize that what you consider an emergency and what we consider an emergency is not always the same thing. There are a couple factors that go into determining if a call is an emergency, and again, it will be different for each agency.

Time Frame: The first thing to consider is time frame. How long ago did this happen. This does not mean how long ago you noticed it; it means how long ago it actually happened. If you call in to 911 and say “someone just broke into my car”, the assumption is that you just watched someone break into your car and they are now running away. If you parked your car three hours ago and you have just come back and noticed that it was broken into, then it didn’t just happen. In general, if it’s not happening now or didn’t just happen within the last 10 minutes or so, it’s probably not an emergency. There are of course exceptions to this rule and if there are exigent circumstances, better safe than sorry.

Suspect Location: The next thing to consider is if the suspect is still on scene. No matter what the crime is, if the suspect is still on scene there is always the chance that things may escalate. That will increase the urgency of the call. But, again, circumstances differ on this. A recent shooting with a suspect still there is very different from your neighbor still being on scene after an argument because, hey, they live right next door.  

Weapons: The third thing to consider is weapons. If someone is brandishing a weapon, holding a weapon, is saying they have a weapon, or insinuating they have a weapon (like a hand in a pocket that they say is a gun), then that increases the urgency. A road rage incident where another vehicle is following you or honking at you is very different from a road rage incident where the driver is waving a gun at you. For most of you, this will probably be fairly obvious, but you’d be surprised how many people wait three hours to call it in. But it’s also important to recognize that, just like anything else, circumstances make a big difference. In a state where open carry is legal, someone shopping in the grocery with a gun on their hip is perfectly legal. If it’s just on a holster and they are not brandishing it, threatening anyone with it, or doing anything else with it, this is generally not an emergency.

Context: And the last thing to consider is context throughout the jurisdiction. This is sometimes the hardest one to understand because as a citizen you will generally not know much about what is going on around the city until you watch the 7 o clock new, and unfortunately, for security reasons, we usually can’t tell you. So you may call in saying that you are witnessing someone break into your vehicle right now, but there was a fatal shooting in the area and chances are you will be waiting for a while because all available officers in the area are trying to find the shooting suspect. There will be times where for security reasons, or because of a high number of emergency calls, certain precincts or even a whole department may go on priority calls only. There will be times when they are only responding to calls that present a threat to life. So if you feel like your call is an emergency based on the above criteria but they aren’t responding in the way you would expect, chances are something else is going on that they can’t tell you about.

And while your heart starts racing when you come out to find that your vehicle has been broken into, and you realize that something valuable was stolen, and while it may feel like an emergency to you, if it doesn’t meet the criteria above, chances are it’s not an emergency. So be patient if you’re transferred to a non-emergency line and you have to hold for a bit. Be patient if it takes a while for an officer respond, and be aware that depending on what’s going on in the area it may be a couple hours (I know it sucks, but I promise, we would get someone there sooner if there was any way we could!)

4) 911 is for emergency calls only

So, now that we’ve talked about whether your call is an emergency or not, lets reiterate the fact that the 911 line is for emergencies only. If you have to preface your call by saying “this is not an emergency” then you shouldn’t be calling 911.

Please remember that there are a limited number of 911 lines and a limited number of 911 dispatchers. Every time you call in to 911 you are tying up an emergency line. As hard as this is to believe, there are times when 911 lines stay on hold because we just don’t have enough operators to answer every call. The last thing that we want is for an emergency call to stay on hold while you try and report your non-emergency.

And a little piece of advice: your call will actually get answered a lot quicker if you just call the non-emergency number directly. People seem to think that if they call in to 911 to get transferred to the non-emergency line, they will somehow get service faster, when in fact it is the exact opposite. Any direct call in to the non-emergency line has not yet been screened, and so they will always be answered first. When you are transferred back from 911, that means an operator has already screened your call and determined it is not an emergency. So, all incoming direct calls will be answered before non-emergency operators even begin to answer any transfers from the 911 line. So, do us a favor, and do yourself a favor, and just call the non-emergency line directly.

5) Be clear and concise

Be clear:

It’s important to remember that we are not on scene. We don’t see what you’re seeing. You’ll find that a lot of the questions that we ask are to clarify things that you’ve already told us. Callers often expect us to just take them at their word without clarifying exactly what is going on. If you are claiming someone assaulted you, you need to explain how. Did they slap you, punch you, push you? If you say two people are fighting, do you mean they’re yelling at each other or that they’re physically fighting? Are they pushing each other, punching each other, is it mutual or is one person the main aggressor? These details make a big difference so it’s important that you clarify what you mean.

Likewise, if you are calling in a suspicious person it is not enough to just say they are suspicious. Why are they suspicious? Saying they “don’t belong” is not enough. So, clarify. Are they looking into windows, walking into backyards, checking door handles on vehicles? Is there a significant crime that happened recently that might be related? If you don’t give any supporting information to back up what you’re saying, chances are an officer is just going to do a drive by. You have to understand that officers generally need probable cause to stop someone. The fact that your gut is telling you they’re suspicious is not going to hold up in court and if the officer doesn’t witness anything suspicious when he drives by, there’s really nothing he can do. If you don’t have any proof to offer, then maybe you should rethink your call. I know you don’t want to hear this but it’s not a crime to walk down the street.

And when it comes to giving a description of a suspect, remember that officers need to be able to pick this guy out of a crowd sometimes, so the more description the better. Generally, we ask for a description starting from top to bottom. So start with race, gender, physical build and then clothing from top to bottom. And while race can be a touchy topic, being clear is more important than being politically correct. European is not a race. Mixed is not a race. Stick to the basics (black, white, Asian, Hispanic) and once we have a basic race then you can start clarifying based on complexion, language spoken or any other details. Focus on any distinguishing features such as scars, tattoos, if they have glasses...etc. Same thing with vehicles; start with a general build (sedan, suv, pickup), the color and then any details such as license plate, any specialty rims, tinted windows, unique bumper stickers…etc.

Be concise:

This may seem contradictory after just talking about getting details, but what we really want is for you to stick to relevant details. In those moments of stress, it is common for people to want to give every detail, and much of it is not relevant. When we ask what you’re reporting, start by giving a brief summary in 3 words or less. We want to be able to get through basic screening on most calls in under 60 seconds (try timing yourself on a practice call, because 60 seconds goes by really fast). So, try to focus on the most important details.

As an example, if you’re reporting a break in to your vehicle, we don’t need a break down of what was taken or what sentimental value it has for you or your family. We don’ need to know that technically the vehicle broken into belongs to a sibling, who borrowed it from a parent, but is really registered in a cousin’s name. We don’t need to know that it took you an hour to clean up the glass, or that there was someone suspicious in the neighborhood three weeks ago that just might somehow be related even though you didn’t see them today, or that you’re a member of your neighborhood watch. I’m not saying those details aren’t important, I’m just saying that we’re on a 911 line right now and I have to get off the phone as quickly as possible so I can answer other calls. So we’ll get those details on the non-emergency line, or the officer will get those details when they get there. Stick to the basics. The sooner we can get the call in, the sooner we can broadcast the information to the officers.

6) Take Initiative

Now, I know that what I’ve already mentioned probably has you thinking to yourself, what’s the point of even reporting anything if I’m just going to have to wait, or if it doesn’t seem to be important? We understand your frustration, really we do. But now-a-days almost every police department has alternate ways of reporting crimes. Don’t wait until you have to call 911 to figure out the policies of your local police department. Today is the best time to start planning ahead. Start by googling their non-emergency phone number and putting it in your phone contacts. Check and see if your local police department has an app. A lot of departments are doing that now and you can often report crimes straight from the app and get updates on crimes happening in the area. Then take a trip over to their website. See if they have an option for reporting crimes online and figure out which crimes can be reported online. See if they have a map that shows incidents happening in the area (and avoid calling us to find out what’s going on because we can’t tell you). You can even call the non-emergency line and ask them the procedure for reporting common incidents, such as breaks in to vehicles, vehicle collisions…etc. And if really just want to see an officer in person, that’s okay too, but be prepared to wait (for a long while sometimes).

While you’re doing that, find out if your local police department uses Smart 911. Smart 911 is a really cool website that allows you to create a 911 profile. You can enter your address, names of all family members residing at that address, any medical history, and any other pertinent notes you need emergency responder to know. The profile becomes attached to your cell phone so anytime you dial 911 your profile will pop up. It also allows you to upload current photos that will be immediately available to responders if needed and provides them with basic information such as entry codes for secured building or neighborhoods, in case you find yourself in an emergency and you can’t speak. I can’t speak for any police department in particular, but as a citizen I highly recommend it.

7) Stay on the line if you misdial

We’ve all done it. Maybe you pocket dialed. Maybe you were going to report something but see that someone else is already on the line. Maybe you were going to report something but no longer need to. Or maybe you were just trying to dial out and your phone system requires you dial a 9 and 1 first. And really, this may seem like a minor thing but you would be surprised how much time wasted making call backs and sending officers out to check on misdials.

If you misdial on a landline, most agencies are required to send an officer to make sure that you are okay. You were probably surprised when you heard 911 come on the line and you disconnected right away, and then you don’t answer the phone on call backs because your embarrassed, but until we can get ahold of you to make sure you’re okay we’re still wasting police resources trying to locate you. Just stay on the line and advise the operator that it was a misdial and we can disregard.

If you misdial from a cell phone, the response differs for each agency. Some departments are still required to do an area check in the area where the cell was mapping to. Other departments just do a call back, but you’d be surprised how much time can be wasted on callbacks. Just the time it takes to redial and wait until your voicemail finally kicks in can take 2-3 minutes sometimes. And while that may not seem like a very long time, it’s an eternity when you have 911 calls holding you have to answer!

8) Be Patient

If there is anything that you take away from this post, I hope it will be this. There is so much going on behind the scenes that you never hear about.

Please remember that Dispatchers have bad days too. Please remember that we don’t get Christmas or Thanksgiving or 4^th of July to spend with our families. Instead, we’re here at work making sure that your family is safe.

Please remember that we often work 12 or 16 hour days. Remember that we often have to work on our days off, just to make sure there is someone there to answer your call. Remember that you may be the 100^th call that we’ve received today about the exact same thing.

Please remember that we have to answer emotional, stressful, traumatizing calls every single day. You have no idea what call we took right before yours. And yet, as soon as we hang up we’re back to answering more calls. We put our own emotions and needs on the backburner in order to handle the stress of our jobs, but no matter how professional we try to be, sometimes it gets to us.

You don’t know if the operator you’re talking to just got off the phone with a suicidal caller and had to listen on the line while the caller slowly died of overdose. You don’t know if their last call was of child abuse that hit too close to home because they have a child of the same age. You don’t know if the last call was an assault on an officer that they’ve been friends with for years, and its taking everything they have to keep their worry in check.

Thankfully, not every day is like that, but some days are. So, when you talk to a dispatcher who is short with you or cuts you off, when you feel that dispatcher isn’t giving your call the attention you feel it deserves, please try to remember that we’re human too and we’re just doing our best to handle a very difficult job.