Communicating With 911 Dispatchers

In a basic life support or CPR class, students are instructed to call 911 or the workplace emergency number in the event of an emergency. Activating EMS can be the single most important action in some emergencies.

It is the 911 dispatcher’s job to evaluate and prioritize the call based on the information received. When talking to an emergency dispatcher, it is not always easy to remain calm depending on the circumstances. However, it is important to try and be as clear as possible with regards to the emergency that you have so that the dispatcher can send the most appropriate resources. In many U.S. regions, 911 is a public access number for police, EMS, and the fire department. You would not want police to show up to your house if a family member is having chest pain or a heart attack.
When calling 911, as soon as you hear a dispatcher answer and asks you “do you have an emergency?” you need to affirm and make a very clear initial statement. Talking to a dispatcher could be looked at like doing an internet search. If you are looking for “apples” you would not type in “fruit”. In order to help the dispatcher prioritize the call quickly, think of an exact match type of phrase that describes what kind of problem you are having. “I have a family member having chest pain.” Is much more clear then “I have a family member who is sick.”

When the dispatcher listens to a caller that is clear with their description, they are much more effective at asking appropriate questions in the process of the call. Dispatcher questions will be based upon the description given by the caller and will vary by type of emergency. For example, if a caller has stated that their neighbor is having difficulty breathing, the dispatcher will not ask the same questions asked during a 911 call for a motor vehicle crash. Clarity on the part of the caller helps the dispatcher determine the priority and type of emergency quickly, which in turn will help the overall response time The information received by dispatchers is forwarded on to the arriving agency so that the responder have a god idea what is going on and how to prepare. In an emergency time is critical. A basic CPR and/or first aid class can teach you how to effectively activate the EMS system and provide basic level care until help arrives.

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