The city where the emergency is located: This ensures the call was made to the correct 9-1-1 center. If not, the dispatcher can quickly transfer the call to the right jurisdiction.

The emergency address: This is the most crucial information. If the call is cut, the dispatcher can still send emergency services. If the address doesn’t appear automatically (e.g., from a cell phone), the dispatcher will ask you to repeat it for confirmation.

The phone number: Essential in case the dispatcher or responders need to call back for updates or more information.

Your name: Even if you are not the one needing help, the dispatcher will ask for your name to identify the caller.

“What is your emergency?”: This allows the dispatcher to triage the call, determining which emergency service (fire, medical, or police) is the priority.

If the call concerns the police: The dispatcher transfers it to the police force with jurisdiction.

If the call is medical in nature: The dispatcher uses the MPDS (Medical Priority Dispatch System) to prioritize the call, ensuring the right resources (paramedics, first responders, etc.) are dispatched appropriately. While one dispatcher gathers information, another alerts the emergency services. Depending on the situation, you may also receive Immediate Telephone Care instructions (e.g., unlocking the door, performing CPR).

If the call concerns fire: The dispatcher uses the FPDS (Fire Priority Dispatch System) to mobilize the appropriate fire services. Don’t worry, while one dispatcher gathers information, another alerts fire services. Depending on the situation, you may also receive Immediate Telephone Care instructions, such as evacuating a building or safely exiting a burning vehicle in contact with electrical wires.

Do not hang up. The dispatcher will ensure your safety by identifying you and asking questions about the situation. Afterwards, they will tell you when you can hang up.