Know 911 etiquette for emergency calls

The 911 emergency system makes the difference in our community every day.

Lives, property and sense of safety are preserved because of it. Confusion on who to call when an emergency arises is lessened.

It is your first source of help in times of crisis and, when used properly, 911 saves seconds.

A second saved is a second chance for many people.

When to call

The only time you should call 911 is if a person is badly hurt or in danger right now.

Sometimes, people are confused about when to call an emergency number like 911. Never call 911 as a joke or just to see what might happen. When the emergency dispatcher has to take the time to talk to people who don’t have a real emergency, other people who call and do need help right away might have to wait. Especially for children, the guidelines can be misunderstood or ignored.

When not to call

• Your cat got into a fight with another cat.

• You got the wrong order at a fast food outlet.

• Your brother or your friend dares you to call.

• You have a nasty hangnail.

If an emergency situation (a crime, fire, serious injury or illness) arises, ask yourself whether police, fire department or medical assistance is needed right now — to protect life or property. If the answer is “yes,” immediately dial 911 and advise the EMS operator of what has happened or is happening.

If you are not sure whether the situation is an emergency, call 911 and let the emergency operator make that determination. Always call 911 to report a fire, report a possible medical emergency or to report a crime in progress.

What to do when you call

When dialing 911, observe the following tips:

• Stay calm.

• Give the operator the location, your name and the nature of the emergency.

• Listen carefully to the emergency operator.

• Answer the operator’s questions as accurately as possible. Speak clearly and slowly.

• Do exactly as the emergency operator tells you during the course of the call.

• Never hang up on the emergency operator until you are told to do so.

The dispatcher will ask specific questions in a specific order.

Do not try to ignore the question and only say what you think is important; it will only risk delaying the emergency response because every question they ask is important and has to be answered.

What happens

when you call?

It’s important to make sure you are safe before you call 911. If your home is on fire, for instance, leave the house before calling 911.

You may feel scared or nervous if you have to call 911. That’s OK. The emergency operators who answer the phone talk to a lot of people who are nervous or worried when they call. Just stay as calm as you can.

If you talk too fast, the operator may have trouble understanding what’s wrong and what kind of help you need.

Also be aware that you may be transferred. Sometimes, when you dial 911 and state the nature of your emergency, you may be transferred to another 911 center. In addition, sometimes after you provide information, you may be transferred to another 911 center and be asked to go through all the steps again.

Do not be concerned about this, it’s not a fault in the system. It’s because some dispatch centers have specialties, and some agencies can only be dispatched by a single 911 center. Inside the Mat-Su Borough, there are two dispatch centers: one in Palmer that dispatches all fire, EMS, and Palmer Police emergencies; and one in Wasilla that dispatches Wasilla Police and State Troopers.

Don’t hang up

If you do have to call 911 in an emergency, be sure to stay on the phone. Do not hang up until the 911 operator tells you it’s OK to do so. That way, you can be sure that the operator has all the information to get help to you fast.

Christian M. Hartley is a lieutenant and responder with the Houston Fire Department, as well as the public information officer and training officer. Questions are welcome at hartley@myopinionmatters.org.