What should you say when you call 911?

Calling 911 can be your lifeline during an emergency. When faced with a serious incident, knowing how to calmly and effectively communicate with emergency services is critical. 911 is the universal emergency number in the United States, and it connects callers with trained dispatchers who coordinate emergency response services such as police, fire, and medical transport.

Know the following to help expedite the solution

State your location

Be as specific as possible when giving the dispatcher information about your location. To help emergency responders locate you quickly, include street names, landmarks, or any other identifying information about the area.

Describe the nature of the emergency

Detailed information about the situation helps dispatchers determine the appropriate response and resources needed. Make sure to include any injuries, medical conditions, or potential hazards present when communicating with dispatchers.

Allow the dispatcher to ask you questions

Call-takers are trained to ask questions that will help prioritize and respond to incidents quickly. Try to remain calm, speak clearly, and keep your responses brief. While you are answering questions, the dispatcher is entering the information into the dispatch system. Be patient and keep in mind that services are immediately enroute — additional questions do not delay the dispatch of critical services.

Follow instructions

Dispatchers are trained to help and may provide crucial guidance on how to administer first aid or how to safely wait for emergency services to arrive. Listen carefully to their guidance and follow it to the best of your ability.

Stay on the line

Even if you have provided all necessary information, stay on the line with the dispatcher and only hang up when they tell you to do so. The call-taker may need to gather additional details or provide further instructions.

Get the help you need, when you need it

Remember, never hesitate to call 911 in an emergency. With MASA you never have to choose between getting the care you need and avoiding the unexpected cost of an ambulance. Your MASA coverage means you’re always protected from emergency medical transport costs. Just submit your emergency medical transport bill afterward, and we’ll take care of the rest. Depending on your plan, if your emergency occurs while you’re away from home, you can also call us for specialized transport coordination to ensure you and your loved ones are returned home. Visit the MASA member portal to find out more about the benefits included in your plan.