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1. What should I expect when I call 911?

The first thing you should hear if you call 911 from within the county is "New Hanover County 911, what is the address of your emergency?" After you give the 911 Telecommunicator your location and a brief description of your situation, the following will take place:

1. The appropriate emergency responders will be immediately dispatched to the location of the incident through the Computer-Aided Dispatch (CAD) system.
2. The CAD system will prompt the 911 Telecommunicator to ask you a series of questions for important details about the emergency. Although some questions may seem redundant or irrelevant, it is important that you answer them as clearly and accurately as possible.
3. The 911 Telecommunicator inputs your answers into the CAD system, and another Telecommunicator relays the information to the emergency responders over the radio.
4. Depending on the situation, the Telecommunicator may give you instructions to assist with the emergency until help arrives. For example, in a serious medical emergency in which CPR is needed, the Telecommunicator will talk the caller through the steps that may help save a person's life.
5. The 911 Telecommunicator will tell you when it is ok to hang up.

It is important to remain on the line until they tell you it is ok to hang up in case the emergency responders need constant updates about your situation. By continuing to answer questions concerning medical conditions or suspects, you will help provide the emergency responders with information that will prepare them to address the situation as effectively as possible when they arrive on the scene.

2. Why am I being asked so many questions?

During an emergent situation, it may seem as though you are being asked several questions that to an untrained professional seem irrelevant or redundant. However, these questions are asked to help ensure we are getting you the quickest response possible and allow us to not only keep the responders updated while on the way but also help provide you with guidance on what to do until they arrive. 

911 Telecommunicators are the First, First Responders. They are all extensively trained to provide you help for your Medical, Law Enforcement, or Fire emergencies until the First Responder arrives. It's important that you know that while you are answering questions another Telecommunicator inside the same room is dispatching Fire, Law and/or EMS to your location after you have answered the first few questions during an emergent situation. All questions asked and answered after that are necessary for providing First Responders with the information, they need to assist you once they arrive at the scene.

It’s important that you answer all questions asked by your Telecommunicator as it helps us to help you.

3. What information is the most important when calling 911?

Location, location, location! The first thing theTelecommunicators will ask when you call 911 is, “What is the address of your emergency?” It’s important that you give them that location, first and foremost. Even if your call is disconnected for any reason, the Telecommunicators will know a starting location to send First Responders so you can receive the assistance you need. 

A big misconception is that we automatically know your location. Although cellphone providers and technology have greatly improved over the years, we still must ask for and confirm the location of the emergency.