Aurora University 
Campus Safety 

When I call 9-1-1, what will the dispatcher ask me?

The 9-1-1 dispatchers are trained to always verify your location. Be sure to tell the dispatcher exactly where you are, including if you are in a house, an apartment, a vehicle, etc. Tell the dispatcher the telephone number where you are calling from so that they may call you back should you become disconnected or if more information is needed later. Be sure to the dispatcher the exact nature of the problem. In the event of a serious police emergency or an emergency medical service call, the dispatcher may ask you if you can stay on the telephone with them while the police or ambulance is enroute. Many times further information can be learned to help the police, or you may be able to help a sick or injured person (maybe even save a life!) with instructions from the dispatcher until the ambulance arrives.

The following section describes the Do's and Do Not's of 9-1-1 under its original "emergencies only" purpose.

Dial 9-1-1 only for an emergency
An emergency is any serious medical problem (chest pain, seizure, bleeding), any type of fire (business, car, building), or any life-threatening situation (fights, person with weapons, etc.). Most jurisdictions also urge citizens to use 9-1-1 to report crimes in progress, whether or not a life is threatened.

Do not dial 9-1-1 for a non-emergency. Instead, dial Aurora Police Department non-emergency telephone number (630-859-1700). A non-emergency incident is a property damage accident, break-in to a vehicle when suspect is gone, theft of property (when suspect is gone), vandalism (when suspect is gone), panhandlers, intoxicated persons who are not disorderly, or cars blocking the street or alleys.

Do not pick up the telephone and put it down if you don't hear a dial tone--you'll tie up the telephone network and delay obtaining a line. Stay on the line until you hear the dial tone. If you hear a fast busy, all circuits are busy--try again later. If you reach a recording, the telephone system isn't available for your call--try again later.

Your 9-1-1 call will automatically routed to the police, fire or EMS agency that handles the area where the telephone is located. In general, 9-1-1 calls are answered by the area's law enforcement agency, which either handles the call or transfers it immediately to the appropriate agency.

If you dialed 9-1-1 in error...
Do not hang up the telephone. Instead, stay on the line and explain to the dispatcher that you dialed by mistake and that you do not have an emergency. If you hang up, a dispatcher will call back to confirm that there is no emergency. If you don't answer, a police officer or deputy must be dispatched to confirm that you are OK. This will needlessly take resources away from genuine emergencies.

Briefly describe the type of incident you are reporting
For example, "I'm reporting an auto fire," or "I'm reporting an unconscious person," or "I'm reporting a shoplifter." Then stay on the line with the dispatcher---do not hang up until the dispatcher tells you to. In some cases, the dispatcher will keep you on the line while the emergency units are responding to ask additional questions or to obtain on-going information.

Let the call-taker ask you questions---they
Call-takers have been trained to ask questions that will help prioritize the incident, locate it and speed an appropriate response. Your answers should be brief and responsive. Remain calm and speak clearly. If you are not in a position to give full answers to the call-taker (the suspect is nearby), stay on the phone and the dispatcher will ask you questions that can be answered "yes" or "no."

Be prepared to describe your location and the location of the emergency
Although an Enhanced 9-1-1 system will display your telephone number and location, the dispatcher must confirm the displayed address or may ask you for more specific location information about the victim or suspects.

If you are a cellular caller, your telephone number and location will not be displayed for the dispatcher's reference. You must be able to describe your location so emergency units can respond. Be aware of your current city or town, address, highway and direction, nearby cross-streets or interchanges, or other geographic points of reference.

Cellular 9-1-1 calls are frequently routed to a central PSAP that could be many miles from your location. Be prepared to give the dispatcher your complete location---city or town, address or location, inside or outside, what floor or room, etc.

Be prepared to describe the persons involved in any incident
This includes their race, sex, age, height and weight, color of hair, description of clothing, and presence of a hat, glasses or facial hair.

Be prepared to describe any vehicles involved in the incident
This includes the color, year, make, model and type of vehicle (sedan, pick-up, sport utility, van, tanker truck, flatbed, etc.). If the vehicle is parked the dispatcher will need to know the direction it's facing. If the vehicle is moving or has left, the dispatcher will need to know the last direction.

Be patient as the dispatcher asks you questions
While you are answering the dispatcher's questions, he/she is entering or writing down the information. If you are reporting an emergency, most likely a response is being made while you are still on the line with the dispatcher.

Listen to the dispatcher's instructions for assistance if you are in danger yourself
The dispatcher may tell you to leave the building, secure yourself in a room or take other action to protect yourself.

Don't hang up until the call-taker tells you to
Follow any instructions the dispatcher gives you, such as meeting the officers at the door, or flagging down the firefighters at the curb.

If you are able and have certified training, apply first aid to any patients who need it
Give the victim reassurance that help is on the way. Secure any dogs or other pets that may interfere with the emergency response. Gather any medications the patient is taking and which the medical crew will need take with the patient.