What Happens When You Dial 9-1-1
A Guide for Callers

In emergencies, dialing 9-1-1 connects you with trained professionals ready to help. But do you know what to expect during the call or how to prepare your home or business to ensure responders find you quickly? Whether it’s a life-threatening situation or an accidental dial, understanding the 9-1-1 process can make all the difference.

In this guide, we’ll explain what happens when you dial 9-1-1, how to properly display your address, and tips to handle accidental calls. Let’s start with the basics.

What Happens When You Dial 9-1-1?

When you call 9-1-1, the process is designed to get you help as quickly as possible. Here’s what to expect:

1. Initial Connection:
Your call will route to the nearest Public Safety Answering Point (PSAP) based on your location.

2. Interaction with a Call-Taker
A trained call-taker will answer with a calm, professional tone. They’ll ask for key information:

  • Your location
    Be as specific as possible, especially if you’re calling from a mobile phone.
  • The nature of the emergency
    State if it’s a medical, fire, or police emergency.
  • Details about the situation
    For example, if it’s a medical emergency, they may ask about symptoms.

3. Guidance and Assistance
Stay on the line unless instructed otherwise. Call-takers may provide life-saving instructions while emergency services are on their way to you.

4. Emergency Response
Based on the information you provide, the appropriate emergency services—police, fire department, or EMS —will be dispatched.

Tips to Help the Caller During a 9-1-1 Call

1. Stay Calm
Take a deep breath before speaking. Staying calm helps you communicate clearly and ensures responders get accurate information.

2. Speak Clearly
Use simple, concise language. Avoid shouting or panicking.

3. Answer All Questions
Even if you think they’re unnecessary, the call-taker needs specific details to assess the situation.

4. Know Your Location
If you’re unsure, look for landmarks, street signs, or GPS coordinates on your phone.

5. Keep Children Educated
Teach kids how and when to call 9-1-1, emphasizing the importance of knowing their address.

Text to 9-1-1

Text to 9-1-1 is a service that allows citizens to send a text message directly to 9-1-1 for assistance in the event they are unable to make a voice call. This service is available in Bowie, Cass, Delta, Franklin, Hopkins, Lamar, Morris, Red River, and Titus Counties, and within the city limits of Texarkana, AR.

Tips for Texting 9-1-1 During an Emergency:

  1. Calling 9-1-1 is the best way to get emergency help quickly. If it is unsafe to call, or you are deaf or hard of hearing, then please text 9-1-1. Keep in mind, this can slow down response time to your emergency.
  2. Location information of texts are inaccurate.
    Know your location when reaching out to 9-1-1 for help.
  3. Phone users must have texting plan
    with their service provider in order to text 9-1-1.
  4. Pictures and videos cannot be shared
    via text with 9-1-1 call-takers.
  5. Do not text and drive.
    If you need to contact 9-1-1, please park your vehicle in a safe location first.
  6. Text in simple language.
    Do not use abbreviations or emojis.
  7. Answer all questions.
    The call-taker will text back any specific questions that will help them getting emergency response to you.
Learn More About Text to 9-1-1
What to Do If You Accidentally Dial 9-1-1

Accidental 9-1-1 calls happen more often than you’d think, especially with smartphones. Here’s what to do:

1. Do Not Hang Up
Stay on the line and explain to the dispatcher that the call was accidental. Hanging up could result in emergency responders being dispatched unnecessarily.

2. Provide Your Information
Confirm your location and identity so they can verify there’s no emergency.

3. Prevent Future Accidents
Lock your phone before placing it in a pocket or bag. Disable accidental emergency call shortcuts if they’re not needed.

What Is (and Isn’t) a 9-1-1 Emergency?

9-1-1 Emergencies Include:

  • Medical emergencies (e.g., heart attack, stroke, severe injury)
  • Fire-related incidents (e.g., structure fires, car fires, wildfires)
  • Crime in progress (e.g., robbery, assault, domestic violence)
  • Hazardous situations (e.g., gas leaks, downed power lines)

9-1-1 Is Not For:

  • Non-emergency police reports (e.g., stolen property, noise complaints)
  • Questions about road conditions, weather, or power outages
  • General inquiries (e.g., lost pets, directions)

For non-emergencies, contact your local non-emergency police or fire department line.