When to Call 9-1-1 and What to Tell the Operator
The 9-1-1 system is designed to provide prompt and efficient activation of public safety resources and
was created for emergency use. Many citizens have different ideas about what is, and what is not, an
emergency. This can create two problems. In some cases, citizens will dial 9-1-1 to report routine
police assistance and will tie up emergency telephone lines that may be needed by other citizens who
are reporting emergencies. In other cases, a citizen will not dial 9-1-1 because they perceive the
incident to be a non-emergency, when the call should have been reported on 9-1-1. Precious time is
lost while the call is screened by a switchboard operator or other employee who will finally transfer
the call to the 9-1-1 Communications Center for proper handling.
To avoid confusion over when to use 9-1-1, we tell citizens to remember a simple rule: "If you need
the police, ambulance, or a fire truck to come to your assistance right now... then dial 9-1-1." This
rule is based on the citizen's perception of whether or not they expect a public safety vehicle to
respond to their location immediately, as opposed to whether or not they believe the incident is an
"emergency." In a recent national survey, citizens indicated that they would not use 9-1-1 to report
many calls that public safety agencies would prefer to receive on the 9-1-1 system, including reports
of fires, persons who had fainted, and suspicious persons seen inside a neighbor's garage. However,
even though the citizen didn't think the problem was an emergency, in all cases they expected the
agency to respond immediately to investigate or handle the problem. There is also another rule we
tell citizens, and that is if they are in doubt, they should dial 9-1-1. The 9-1-1 Operator will
process their call or direct them to call on a non-emergency line.
The 9-1-1 Operator will always answer the phone with a standard phrase, "9-1-1, what is your
emergency?" This phrase is designed to alert the caller that they have dialed 9-1-1, as opposed to
directory assistance or long distance, and should make the caller announce what type of problem they
are reporting. While most calls are handled by the 9-1-1 Operator who first answers the call, some
emergencies require that the caller be transferred to another agency. In other cases, the caller may
need to be transferred to an agency that provides specialized services, such as the Poison Control or
the Crisis Center.
It is important that the citizen follow the 9-1-1 Operator's instructions carefully. The 9-1-1
Operator will ask a variety of questions to determine WHAT is happening (the type of emergency), WHERE
is it happening (the exact location where help is needed), and WHEN did it happen (how long ago).
9-1-1 Operators also ask questions to better determine how urgent the situation is, which will help
the responding agency determine which call will receive attention first (police calls) or how many
units may need to respond (fire calls). 9-1-1 Operators will also provide assistance and direct the
caller on specific things they should do, or not do, until help arrives. This help could be telling a
citizen to evacuate a building or instructions on how to provide emergency first aid until trained
help could arrive.
Sometimes citizens do not understand why the 9-1-1 Operator must ask so many questions. The worst
thing a caller can do is just hang up the phone. It is almost impossible for a public safety agency
to send the right units at the right time if they do not have proper information about what is
occurring at the scene of the emergency.
Callers should follow the instructions of the 9-1-1 Operator and ask questions to clarify any
instructions that they do not understand. You should not hang up the phone until you are told to
do so by the 9-1-1 Operator.
For more information on how this function works, or to schedule a speaker to come make a presentation
on 911 to your neighborhood, business, or civic group, please contact:
Chief James T. Alfred
Plainville Police Department
157 South Street
Plainville, MA 02762
Phone: (508) 695-7115
Fax: (508) 643-0227
