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- Where did this occur? Did it happen on the street, inside, outside, in front or in back, etc.?
- When did this occur? Is the event still in progress?
- If the crime just occurred or is still happening, what is the description of the suspect(s)? Provide sex, race, clothing, height, weight.
- Have they left the scene? Did they leave on foot or in a vehicle? Which way did they travel?
- If they were driving, what kind of vehicle was it (color, make, model, license, any damage to vehicle)?
Know WHERE the emergency is occurring
An exact street address is best. Look at numbers posed on buildings around you. View the street signs to provide hundred-block or intersection information.
- If you are driving, be aware of the road or highway you are on. Look for landmarks or businesses near you
- Post your address and phone number near your phone - in an emergency, it is easy to forget this information
- At times, incorrect information may be posted to the system in the 9-1-1 center that displays addresses. Large businesses, and people using VoIP phones, or cell phones may not display the correct address
Stay calm
Remain calm and patient. Take a deep breath before speaking. Time seems to slow down when you are in an emergency. Your cooperation is essential to quickly getting help started to you.
As soon as the call-taker answers, briefly state the nature of the call. For example, "I need to report a fire at ...." or "I think someone is inside my house at ..."
Let the call-taker ask the questions
Even if the call-taker's questions seem unrelated or repetitious, let the call-taker lead the conversation and do your best to answer their questions. Call-takers are trained to gather information in a certain order to quickly assess the situation and decide what assistance is best to help you. They may need to clarify a previous answer, or may already be aware of the situation you are reporting and need to find out if you have additional information.
Stay on the line if you can
Stay on the line until the 9-1-1 call-taker tells you they have all the informaton they need. In some instances, they will ask if you can stay on the phone with them until officers arrive. This is to gather additional information if the situation changes before officers arrive.
If it is not safe for you to stay on the phone, tell the call-taker immediately!
If you misdial, don't hang up!
If you misdial or accidentally call 9-1-1, DO NOT hang up! Wait until your call is answered and explain that you misdialed.
If you hang up, a call-taker will call you back to see if you have an emergency. If the call-taker is unable to reach you, police will respond to your location to check on your welfare.
Teach your children about 9-1-1
Teach your children what 9-1-1 is and when it is OK to call. Let them know that playing with the phone and calling 9-1-1 is a bad idea, because it may cause the line to be tied up and someone who is really in trouble, may not get help as quickly.
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