Article posted on April 1, 2025

What to Expect When Calling 911 for an Ambulance

Calling 911 in a medical emergency can be stressful, but understanding the process can help you stay calm and provide critical information to get help as quickly as possible. 

 

 

 

Tips for Calling 911 

To help emergency responders reach you as quickly as possible: 

•  Know your location – Provide your city, town, cross streets, or landmarks. 
•  Stay calm and speak clearly – This helps the Dispatcher understand and process your call faster. 
•  Listen carefully and follow instructions – The Dispatcher is trained to help you until paramedics arrive. 
•  Do not hang up – Stay on the line until the dispatcher tells you to disconnect. 

 

Understanding what to expect when calling 911 can help you stay prepared in an emergency. Your quick and accurate responses can make all the difference in getting the right help to the right place and delivering life-saving instructions prior to the emergency responders arrival. 

 

Step 1: Initial Call & Emergency Routing 

When you call 911, your call is answered by a Public Safety Answering Point, known as a PSAP operator. The operator will ask: 

• What is your emergency? 

• Your location (exact address, city, town, or nearest intersection and whether we are responding to house, business or apartment) Be prepared to verify your location multiple times.  

• Your phone number 

Based on your answers, your call will be transferred to the appropriate emergency service such as police, fire, or ambulance, in some instances you may need to speak with more than one agency.   

• If there is a safety risk for responders, you may be transferred to Police Dispatch first before being connected to EMS Dispatch. 

• If there is a fire-related emergency (e.g., a house fire with injuries), Fire Dispatch will process your call before transferring it to EMS Dispatch. 

 

Step 2: Speaking with EMS Dispatch 

Once connected to an Emergency Communications Officer (ECO), commonly known as a Dispatcher, at EMS Dispatch, they will ask: 

1. The address of the emergency 
2. The phone number you are calling from
3. "Okay, tell me exactly what happened." 

Although you likely already provided this information to the PSAP operator, the Dispatcher will ask you to confirm this information again to ensure accuracy. In stressful situations, it’s easy to make mistakes, and incorrect details can delay emergency responders. 

 

Step 3: Answering Medical Questions & Receiving Instructions 

After gathering initial details, the Dispatcher will ask a series of medical questions to determine the best response for the severity of the emergency. This includes but is not limited to; 

• Dispatching the right level of care  

• Provide you with life-saving instructions prior to responders’ arrival. The Dispatcher can guide you through CPR and AED use, bleeding control, opening an airway, and even childbirth assistance if necessary. 

• Scene safety hazards 

• In the event of cardiac arrest, the Dispatcher will typically stay on the line with you, providing instructions and support until first responders arrive 

 

 

Last Updated: Tuesday, April 01, 2025