Frequently Asked Questions
Making a 9-1-1 Call From Your Cell Phone:
Can I call 9-1-1 on my cell phone and is there a cost involved?
Yes, you can call 9-1-1 on your cell phone. However, be prepared to give the 9-1-1 call taker information about your location, because it is not like calling 9-1-1 on your home phone. It is free to call 9-1-1 on your cell phone.
Does the 9-1-1 call taker know my location?
Assume the 9-1-1 call taker does not know your location. Even if your cell phone is able to provide location information, the chances are you will need to provide the 9-1-1 call taker with additional location information. Remember, the approximate location the 9-1-1 center receives could be as large as 3 football fields or more. Be prepared to give specific directions to your location.
What if I don’t know where I’m at when I call 9-1-1?
Look for landmarks, large buildings, street signs or paperwork nearby that may contain address information. Think back to the main street or highway you were near when your emergency occurred. If others are around, ask them where you are. Do not depend on your cell phone to tell 9-1-1 where you are!
Does the 9-1-1 call taker know my phone number when I call 9-1-1 on a cell phone?
Maybe or maybe not, depending upon your cell phone and the technology available within the 9-1-1 center your 9-1-1 call connects with. The safest way to approach the problem is to assume that the 9-1-1 call taker will not know your phone number and be prepared to provide them with that information.
Why is the 911 call taker asking me so many questions?
Seconds save lives. The more questions 9-1-1 call takers ask, the more information they can pass on to the emergency personnel responding to your 9-1-1 call. This information allows the emergency personnel to more accurately prepare. In addition, when dealing with medical calls many 9-1-1 call takers are trained to give emergency pre-arrival instructions. These instructions start the emergency response to the situation immediately.
While the 911 call taker is speaking to me is help being sent?
Once the basic information and reason for the 9-1-1 call is obtained, the 9-1-1 call taker stays on the line with the caller and sends information to a Police, Fire, or EMS dispatcher. That person then dispatches, or sends, the appropriate help to the 9-1-1 caller. In many cases, the 9-1-1 call taker will continue to ask questions, give emergency response information and pass on situation updates to the responding personnel until help arrives at the scene.
Why does the dispatcher transfer my call to another agency?
Your call to 9-1-1 may need to be transferred to another agency because cell phone calls are sent to a 9-1-1 answering point based on cell radio coverage. Cell coverage areas don’t always match political boundaries, so most calls are routed to a 9‑1‑1 answering point that serves the majority of the area. Your call may need to be transferred to the appropriate agency for the area.
Why does the call taker transfer my call to another person sometimes?
Each 9-1-1 center is unique. Some 9-1-1 personnel are trained to take any 9-1-1 call that comes to them. Others are only trained to take police, fire or medical related calls. Be assured that if a 9-1-1 call has to be transferred, it is to give the caller the best response.
What do I do if I’m cut off after they answer?
Always try to call 9-1-1 back. Don’t wait for 9-1-1 call taker to try to
contact you. They may not have received your cell phone number in the initial 9-1-1 call and may need additional information.
Can I keep driving when I call 9-1-1 on a cellular phone?
It is usually best to pull over when calling 9-1-1, as there is less chance of the cell phone signal being dropped if in a stationary location. Additionally, any emergency instructions that need to be carried out can best be done while stopped. Finally, if help needs to reach you it is best to be in one place so help can get to you, instead of trying to meet them somewhere. If you cannot safely pull over to speak to 9-1-1 then stay calm, pay attention to the roadway with surrounding vehicles, and follow the 9-1-1 call taker’s instructions.
Should I program 9-1-1 or turn on my auto 9-1-1 feature on my cellular phone?
NO, please don’t program 9-1-1 or use the auto 9-1-1 feature. There are numerous accidental calls to 9-1-1 from cell phones that have this feature. The callers often don’t realize that their phone has called 9-1-1. Help reduce accidental calls to 9-1-1 by only calling when you have a life-threatening emergency.
Questions about 9-1-1:
What is 9-1-1?
Nine-one-one is the number to call to get help in a police, fire or medical emergency. A 9-1-1 call goes over dedicated phone lines to the 9-1-1 answering point closest to the caller, and trained personnel then send the emergency help needed.
When should you use 9-1-1?
Nine-one-one is only to be used in emergency situations. An emergency is any situation which requires immediate response from the police/sheriff, the fire department, or an ambulance. If you are ever in doubt, call 9-1-1. It's best to be safe and let the call taker determine if it's an emergency.
Do not call 9-1-1 for:
- information
- paying tickets
- directory assistance
- your pet
- when you're bored just want to talk
- as a prank
If you call 9-1-1 by mistake, do not hang up. Tell the call taker what happened, so he/she knows that there is no emergency.
Who pays for 9-1-1?
Each household or business pays a small monthly fee for 9-1-1 service on each telephone line which appears on their phone bill. There is no charge for making a 9-1-1 call. However, EMS/ambulances dispatched through 9-1-1 may charge for taking someone to a hospital; this is a separate ambulance charge, not a 9-1-1 charge.
What about prank 9-1-1 calls?
It's a prank call when someone calls 9-1-1 for a joke, or calls 9-1-1 and hangs up. Prank calls not only waste time and money, but can also be dangerous. If 9-1-1 lines or 9-1-1 call takers are busy with prank calls, someone with a real emergency may not be able to get the help they need. In most places, it is against the law to make prank 9-1-1 calls.
How do you make a 9-1-1 call?
In an emergency, call 9-1-1. It's a free call. You can use any kind of phone: push button, rotary, cellular, cordless or pay phone. (With some pay phones, you may need coins to get a dial tone).
- Stay calm and state your emergency (i.e. police, fire or ambulance).
- Speak loudly and clearly. Give the 9-1-1 call taker your name, phone number and the address where help is needed.
- Answer the call taker's questions.
- Stay on the telephone if it is safe to do so, and don't hang up until the call taker tells you to.
What is the difference between BASIC and ENHANCED 9-1-1?
First let's define BASIC 9-1-1 service. With Basic 9-1-1, you dial the digits 9-1-1 and your call is sent to a public safety agency.
With Enhanced 9-1-1 your call arrives with your telephone number and your address shown on the call taker’s screen. Another feature of Enhanced 9-1-1 is called Selective Routing. Selective routing allows the call to be sent to a pre-defined public safety answering point. For example, a fire call for Chatsworth is sent to the Chatsworth Fire dispatch agency.
Is the ability to see my phone number the same as the Caller ID I get at home?
Similar, but not exactly. For one thing, the number display with a 9-1-1 call includes information that tells the dispatcher which fire, medical or law enforcement agency is responsible for your address.