What to expect when calling 911

Overview

Calling 911 is a crucial step in an emergency and can be nerve-racking for some people. Knowing what to expect when calling 911 could help ensure the timely arrival of police, fire or emergency medical assistance for yourself or someone else. If you call 911 and hang-up, they will call back to confirm there is no emergency.

How 911 works

911 calls are automatically routed over the 911 network to a public safety answering point (PSAP).

• calls may be transferred to police, fire or emergency medical services (EMS), depending on the circumstance
• emergency first responders may be dispatched to the incident

When calling 911, be prepared to provide the following details:

• town or city and exact location, closest landmark or specific address of the emergency
• your name and the phone number that you are calling from
• any additional specific details about the emergency, such as the presence of weapons or violence or the nature of the person’s injuries

Questions that may be asked

Emergency service required 

The 911 emergency communicator will ask about the emergency service required by asking a question, such as “What is your emergency?” or “Do you require fire, police or ambulance?” 

Explain what the situation is and what sort of emergency service you believe you need. You do not need to provide all the details immediately; those questions will be asked later. The 911 emergency communicator will assess the required service and dispatch them as soon as possible.

Call back number

If the phone number you are calling from does not automatically appear in the emergency communicator’s system, they will ask to confirm a phone number in case you lose contact and they need to call you back.

Calling 911 after motor vehicle accidents

If you have been involved in a vehicle accident, you will likely be asked these questions to get the help you need: 

• Are there any injuries?  
• Is anyone trapped?
• Are there any fluids leaking, debris or other hazards?
• Are all drivers on the scene being cooperative?
• Does anyone appear to be under the influence of alcohol or drugs?
• Are the vehicles still drivable?
• Are there any vehicles blocking or impeding traffic?
• Can the vehicles be moved to a safe location?
• Does everyone have valid documentation (driver's license, insurance)? 

Wi-Fi calling and 911 support

Wi-Fi calling is a feature available on cellular devices (iPhone and Android) that, when enabled, allows you to make and receive calls or send and receive messages in locations with little or no cellular coverage but has a Wi-Fi network you can connect to.
Contact your wireless telecommunication provider for more information. 

VoIP calling and 911 support

VoIP (Voice over Internet Protocol) calling allows users to make and receive phone calls over the internet connection instead of a landline or cellular network.
VoIP services can typically be used with a phone adapter, computers, and/or mobile devices using a downloaded VoIP service/application. These services/applications are available through many different companies such as telecommunication service providers or application providers. Contact your VoIP service/application provider for specific information on how VoIP calling works with the system you are using.

Nomadic VoIP allows users to move locations and connect to the internet to use their telephone services. 

Wi-Fi and VoIP calling 911 limitations:

911 support is limited over Wi-Fi or VoIP. Use the mobile network or a landline, wherever possible, for the most reliable 911 experience. See the What you need to know when calling from a cell phone fact sheet for additional information.  

If you must call 911 over Wi-Fi or VoIP: 

• Your call will be answered by a third-party operator who will ask you verbally to provide your location so they can route the call to the correct local emergency centre.
• If you cannot verbally provide your location:
  • when you call 911 over Wi-Fi, you must keep your 911 address current in the Wi-Fi calling settings of your device
  • for a nomadic VoIP service, you may be able to register and update your physical address with your service provider
• 911 service may not be available during a power outage and will be unavailable during a broadband internet outage.
• Text with 911 (T911) is also not supported over Wi-Fi or VoIP.

Texting with 911 (T911)

T911 is a service that is readily available to those who are part of the deaf, deafened, hard of hearing or speech impaired (DHHSI) community. It provides 911 call centres in Canada with the ability to communicate with DHHSI persons using wireless text messaging (SMS).

Accessing T911

DHHSI persons must be registered for the T911 service. See if T911 is available in your area, then visit the pre-registration checklist to see if you are eligible to register.

During an emergency, a registered DHHSI individual makes a regular 911 voice call. Text messages cannot be sent directly to 911. The 911 centre will see the person is registered to receive text messages. The emergency communicator will initiate a text conversation so the caller can access emergency services.