Show All Answers

1. Can I call 911 on my cell phone and is there a cost involved?

Yes, you can call 911 on your cell phone. However, be prepared to give the 911 call taker information about your location, because it is not like calling 911 on your home phone. It is free to call 911 on your cell phone.

2. Does the 911 call taker know my location?

Assume the 911 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 911 call taker with additional location information. Remember, the approximate location the 911 center receives could be as large as 3 football fields or more. Be prepared to give specific directions to your location.

3. What if I don’t know where I’m at when I call 911?

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 911 where you are!

4. Does the 911 calltaker know my phone number when I call 911 on a cell phone?

Maybe or maybe not, depending upon your cell phone and the technology available within the 911 center your 911 call connects with. The safest way to approach the problem is to assume that the 911 call taker will not know your phone number and be prepared to provide them with that information.

5. Why is the 911 calltaker asking me so many questions?

Seconds save lives. The more questions 911 call takers ask, the more information they can pass on to the emergency personnel responding to your 911 call. This information allows the emergency personnel to more accurately prepare. In addition, when dealing with medical calls many 911 call takers are trained to give emergency pre arrival instructions. These instructions start the emergency response to the situation immediately.

6. While the 911 call taker is speaking to me is help being sent?

Once the basic information and reason for the 911 call is obtained, the 911 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 911 caller. In many cases, the 911 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.

7. Why does the dispatcher transfer my call to another agency?

Your call to 911 may need to be transferred to another agency because cell phone calls are sent to a 911 answering point based on cell radio coverage. Cell coverage areas don’t always match political boundaries, so most calls are routed to a 911 answering point that serves the majority of the area. Your call may need to be transferred to the appropriate agency for the area.

8. Why does the calltaker transfer my call to another person sometimes?

Each 911 center is unique. Some 911 personnel are trained to take any 911 call that comes to them. Others are only trained to take police, fire or medical related calls. Be assured that if a 911 call has to be transferred, it is to give the caller the best response.

9. What do I do if I’m cut off after they answer?

Always try to call 911 back. Don’t wait for 911 call taker to try to contact you. They may not have received your cell phone number in the initial 911 call and may need additional information.

10. Can I keep driving when I call 911 on a cellular phone?

It is usually best to pull over when calling 911, 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 911 then stay calm, pay attention to the roadway with surrounding vehicles, and follow the 911 call taker’s instructions.

11. Should I program 911 or turn on my auto 911 feature on my cellular phone?

No, please don’t program 911 or use the auto 911 feature. There are numerous accidental calls to 911 from cell phones that have this feature. The callers often don’t realize that their phone has called 911. Help reduce accidental calls to 911 by only calling when you have a life-threatening emergency.