How to call 911 in English: what to say
Call 911 when a person is in danger or badly hurt, or when there is a fire or a crime. This is what to say, in simple English. The dispatcher answers and asks what your emergency is. Then say what happened (a fall, a fire or a car accident), who is hurt and how many people there are.
Give the address, say your phone number, answer the questions, and follow the dispatcher's instructions: say them back, ask to hear them again, and tell the dispatcher if anything changes. Stay on the line until the dispatcher says you can go. Listen to each line, then practice with Dana in the game. This is a game: never call 911 to practice.
Useful phrases
I need an ambulance. A man fell and he is hurt.
Say what you need and what happened. Other first sentences: "I need the police." "There is a fire."
I'm at 25 Oak Street, in front of the bank.
Say the street number, the street name and a place near it. The dispatcher may ask for the city too.
I don't know the address. I'm near a gas station on Main Street.
If you do not know the address, say what you see: a store, a street sign, a corner.
My number is 555-0142.
Say the numbers slowly, one by one. The dispatcher uses your number to call you back if the call stops.
Yes, he is awake. He says his leg hurts.
Answer with facts you can see or hear. Keep it short.
I am safe. I'm standing next to him.
Say if you are safe and where you are.
He tripped on the sidewalk and fell.
Say what happened in one short sentence.
OK, I will stay on the line.
"Stay on the line" means do not hang up. Wait until the dispatcher says you can go.
I can see it now. Thank you for your help.
Tell the dispatcher when help is there.
I don't speak English well. Spanish, please.
Say your language. Many 911 centers can get a phone interpreter, and it helps to say the address first.
It was a mistake. Everyone is fine.
If you call by mistake, do not hang up. Tell the dispatcher that everyone is safe.
There was a car accident. A blue truck hit a red car.
Start with the big fact. Say what kind of vehicles you see.
It's at the corner of Main Street and Fifth Avenue, next to the gas station.
Give the two streets that cross and a place you can see.
The truck driver is hurt, and he is holding his arm.
Say who is hurt and what you can see. Do not guess how bad it is.
There are three people: the truck driver and two women in the red car.
Count the people you can see and say where they are.
No one is trapped. Two women got out of the red car, and the truck driver is in his seat.
"Trapped" means stuck inside and not able to get out. Say who is out and who is still inside.
I see smoke coming from the front of the truck. I don't see any fire.
Say what you see and where it is.
My neighbor fell down the stairs. She is awake, but she can't stand up.
For a fall, say who fell, where she is, and if she is awake.
There is a fire in the kitchen. Everyone is out of the apartment.
If there is a fire at home, get out first and call 911 from outside. Say where the fire is and if everyone is out.
OK, I will tell you right away if anything changes. Thank you.
Tell the dispatcher about any change: more smoke, a person who can't wake up, a new danger.
Sorry, can you say that again, please? A little slower.
If the dispatcher talks too fast, ask to hear it again. Add "slower" if you need more time.
OK, I will stay with her, and I will not move her.
Say the instructions back with "I will", so the dispatcher knows you understood.
Yes, I will unlock the front door and come right back.
Say what you will do, and that you will not be away for long.
I'm turning on the porch light now.
Use "now" for something you are doing right then.
She is still awake, but she says her wrist hurts more now.
Tell the dispatcher about any change. Say what you see or hear, and do not guess.
Yes, we have a small dog, so I will put him in the bedroom.
Answer the question first, then say what you will do.
I'm going to the front door now, and I will keep the phone with me.
The dispatcher may ask you to meet the crew at the door. Keep the phone with you.
Thank you for staying on the line with me, and I will go and let them in.
Wait until the dispatcher says you can go. Then say thank you.
Level 1 (A2): Answer the dispatcher
8 lines in the order you hear them. Each game picks 5 of them, so every game is a little different.
“911, what is your emergency?”
Good answer: “I need an ambulance. A man fell and he is hurt.”
Why: Say what you need and what happened in two short sentences. "Ambulance" is the car that takes a hurt person to the hospital.
Avoid: “Something bad happened. Please come here quickly, I am scared.” (too vague) · “Help!” (too short)
“What is the address of the emergency?”
Good answer: “I'm at 25 Oak Street, in front of the bank.”
Why: Say the street number, the street name and a place near it. If you do not know the address, say what you see: a store, a sign, a corner.
Avoid: “I'm not sure where I am. I think it is near the big park.” (too vague) · “Why do you need that? Just send someone, there is no time.” (too rude)
“What is your phone number, in case we get cut off?”
Good answer: “My number is 555-0142.”
Why: Say the numbers slowly, one by one. The dispatcher can call you back if the call stops.
Avoid: “It's on my phone.” (too short) · “I don't want to give it. Just send help.” (too rude)
“Is the man awake?”
Good answer: “Yes, he is awake. He says his leg hurts.”
Why: Answer with what you can see or hear, in a few simple words. Do not guess.
Avoid: “I don't know. I didn't look.” (too vague) · “Yes.” (too short)
“Are you safe right now?”
Good answer: “I am safe. I'm standing next to him.”
Why: The dispatcher cares about you too. Say yes or no, and say where you are.
Avoid: “I think so. Please just hurry, he needs help now.” (too vague) · “Yes, but I am very scared. I don't know what to do.” (too negative)
“Please stay on the line with me until help gets there.”
Good answer: “OK, I will stay on the line.”
Why: "Stay on the line" means do not hang up. Say OK and stay until the dispatcher says you can go.
Avoid: “I have to go. Bye.” (not safe) · “Bye.” (too short)
“Can you tell me what happened?”
Good answer: “He tripped on the sidewalk and fell.”
Why: Say what you saw in one short sentence. Keep to the facts, and say them in order.
Avoid: “It was his fault. He never looks where he walks.” (too rude) · “I don't know, it was fast.” (too vague)
“The ambulance is almost there. Can you see it?”
Good answer: “I can see it now. Thank you for your help.”
Why: Say what you see. When help comes, a short thank you is polite.
Avoid: “I see a lot of cars on the road. It took far too long.” (too negative) · “Finally! Why did it take so long to get here?” (too rude)
Level 2 (B1): Describe what happened
8 lines in the order you hear them. Each game picks 5 of them, so every game is a little different.
“911. Tell me what happened.”
Good answer: “There was a car accident. A blue truck hit a red car.”
Why: Start with the big fact: what happened. Say the kind of vehicles you see, so the dispatcher can picture it.
Avoid: “There is a problem on the road. Please send someone fast.” (too vague) · “I am calling from my phone. Can you hear me well?” (off topic)
“Where did it happen? Give me the street and the nearest corner.”
Good answer: “It's at the corner of Main Street and Fifth Avenue, next to the gas station.”
Why: Give the two streets that cross: "the corner of Main Street and Fifth Avenue". Add a place you can see, like a gas station.
Avoid: “It's on the big road near my house. I don't know the street names.” (too vague) · “Just look at your map. It's the main road in the middle of town.” (too rude)
“Is anyone hurt?”
Good answer: “The truck driver is hurt, and he is holding his arm.”
Why: Say how many people are hurt and what you can see. Do not guess how bad it is. If you cannot see, say so.
Avoid: “Yes, I think so. Please come.” (too short) · “Maybe. I think so, but I am not sure. Please come soon.” (too vague)
“How many people are in the two vehicles?”
Good answer: “There are three people: the truck driver and two women in the red car.”
Why: Count the people you can see and say where they are. If you are not sure, say how many you can see for sure.
Avoid: “A few people are standing around. I can't count them all, there are too many.” (too vague) · “I don't know, like three or four people, maybe five, whatever. It is a mess here.” (too casual)
“Is anyone trapped?”
Good answer: “No one is trapped. Two women got out of the red car, and the truck driver is in his seat.”
Why: "Trapped" means stuck inside and not able to get out. Say what you see: who is out and who is still inside. If you are not sure, say so clearly.
Avoid: “Maybe. I think so, but it is hard to say from here.” (too vague) · “Yes, everyone is stuck in the cars.” (gives the wrong idea)
“Do you see any smoke or fire?”
Good answer: “I see smoke coming from the front of the truck. I don't see any fire.”
Why: Say what you see and where it is: the front, the back or the side. Stay where it is safe.
Avoid: “Maybe. Something looks strange, but I'm not sure what it is.” (too vague) · “I see smoke, so I will walk closer and look inside the truck to be sure.” (not safe)
“Are the vehicles blocking the road?”
Good answer: “Yes, the truck is in the middle of the road. Other cars are stopping.”
Why: Say if the vehicles are in the road. Then help can stop the other cars and keep the road safe.
Avoid: “I think so, but I can't see well from here because there are trees in the way.” (too vague) · “The road is wet because it rained this morning, so the cars slide a lot.” (off topic)
“Help is on the way, so please tell me if anything changes.”
Good answer: “OK, I will tell you right away if anything changes. Thank you.”
Why: Stay on the line and say you will tell the dispatcher if anything changes. Do not hang up until the dispatcher says you can go.
Avoid: “Thank you. I will hang up now so you can send help.” (not safe) · “Cool, thanks. See you later.” (too casual)
Level 3 (B2): Follow the instructions
8 lines in the order you hear them. Each game picks 5 of them, so every game is a little different.
“Help is on the way, so please stay with your mother, do not move her, and keep the phone with you.”
Good answer: “Sorry, can you say that again, please? A little slower.”
Why: If the dispatcher goes too fast, ask to hear it again: "Can you say that again, please?" Add "slower" if you need more time.
Avoid: “What?” (too short) · “I can't understand you at all. You talk way too fast, so please say it better!” (too rude)
“Of course: stay with her, do not move her, and keep the phone with you.”
Good answer: “OK, I will stay with her, and I will not move her.”
Why: Say the instructions back in your own words: "I will stay with her." Then the dispatcher knows you understood.
Avoid: “OK, I will.” (too short) · “Yes, I will do that, maybe, if I can.” (too vague)
“Please unlock the front door, so the ambulance crew can come in.”
Good answer: “Yes, I will unlock the front door and come right back.”
Why: Say what you will do with "I will". Add "come right back" so the dispatcher knows you will not leave her for long.
Avoid: “Do they have to come in? I don't want strangers in the house. Can they wait outside?” (does not follow the instruction) · “I will see, maybe, if I have time. I don't know where the key is right now.” (too vague)
“It is dark outside. Please turn on the porch light, so the crew can find your house.”
Good answer: “I'm turning on the porch light now.”
Why: Use "now" for something you are doing right then: "I'm turning on the porch light now." Keep it short.
Avoid: “I will go to the road and wait outside, and leave her alone for a while.” (not safe) · “The porch light is very old. I need to buy a new one this week.” (off topic)
“Is she still awake, and how is she now?”
Good answer: “She is still awake, but she says her wrist hurts more now.”
Why: Tell the dispatcher about any change, with "more" or "now": "she says her wrist hurts more now." Say what you see or hear. Do not guess.
Avoid: “She is awake. Her wrist is the same and nothing is new.” (gives the wrong idea) · “She looks different. I don't know, just hurry.” (too vague)
“Is there a dog or another pet in the house? Please keep it in another room.”
Good answer: “Yes, we have a small dog, so I will put him in the bedroom.”
Why: Answer the question first ("Yes, we have a small dog"), then say what you will do.
Avoid: “Yes. We have a dog, but he is very quiet, so he is OK in the living room.” (does not follow the instruction) · “He is a brown dog and he is three years old. His name is Max and he likes to play.” (off topic)
“The crew is almost at your street. Please go to the front door and wave to them, and keep the phone with you.”
Good answer: “I'm going to the front door now, and I will keep the phone with me.”
Why: Say what you are doing, and keep the phone with you. Do not hang up until the dispatcher says you can go.
Avoid: “I will hang up now and go and wait for them outside.” (not safe) · “Yes, I will see, maybe, if I have time.” (too vague)
“I can hear the crew at your door now. You did a good job. You can go to them.”
Good answer: “Thank you for staying on the line with me, and I will go and let them in.”
Why: Thank the dispatcher, then say what you will do. The dispatcher tells you when you can stop. Never hang up before that.
Avoid: “Cool, thanks a lot for your help. Bye, have a nice day!” (too casual) · “Finally! They were very slow, and I waited a long time for them to get here.” (too negative)
Questions and answers
How do you call 911?
Dial 9-1-1 on any phone and press call. Stay as calm as you can. Say what the emergency is, give the address, and answer the dispatcher's questions. Do not hang up until the dispatcher says you can.
When should you call 911?
Call 911 when someone is in danger or badly hurt or sick, or when there is a fire or a crime happening now. For things that are not an emergency, look on your city or police website for the non-emergency phone number. This game is practice only: never call 911 to practice.
What does the 911 dispatcher ask first?
Often: what is your emergency, what is the address, and what is your phone number. The questions are a little different in each city. Answer in short, clear sentences, and do not hang up.
What if you do not know the address?
Say what you see: a store name, a street sign, a corner, a big building. Say the city too. Phones can often share a place with 911, but it is not always exact, so say where you are.
What do you do if you call 911 by mistake?
Do not hang up. Tell the dispatcher it was a mistake and that everyone is fine. If you hang up, the center may call you back or send someone to check.
Can you call 911 if you do not speak English well?
Yes. Say your language, for example "Spanish, please." Many 911 centers can add a phone interpreter. Speak slowly and give the address first.
How do you call 911 in another state?
911 works in every U.S. state. The call goes to the center near the place where your phone is. Say your city and state first. To help someone far away, look up the local police non-emergency number for that city.
What does "stay on the line" mean?
It means do not hang up. The dispatcher may need more facts, or may tell you what to do until help comes.
What do you say to the 911 dispatcher when you describe an emergency?
Say what happened first, in one or two short sentences. Then say where it is, how many people are hurt, and what you can see now, such as smoke, fire or a car in the road. Say only what you see. The dispatcher will ask more questions, so listen and answer one at a time.
What do you say when you report a car accident to 911?
Say there was a car accident and give the exact place: the two streets that cross, or a store you can see. Say how many people are hurt, how many vehicles there are, and if you see smoke or fire or if the road is blocked. Stay on the line.
What do you say to 911 if there is a fire?
Get out of the building first, then call 911 from outside. Say "There is a fire," give the address, say where the fire is, and say if everyone is out. Do not go back inside.
What does the 911 dispatcher tell you to do?
The dispatcher gives short, simple instructions for your situation and for your city. Common ones are: stay where you are, stay on the line, keep the phone with you, unlock the front door, turn on the porch light, and tell me if anything changes. Listen to each one, say it back, and do what the dispatcher says.
What do you say if you do not understand the 911 dispatcher?
Say "Can you say that again, please?" and add "slower" if you need more time. The dispatcher will say it again in simple words. If you speak another language, say it (for example "Spanish, please") and give the address first.
Why does the dispatcher tell you to stay on the line?
The dispatcher may need more facts, may need to tell you what to do next, and can tell the crew what is happening. Stay on the line until the dispatcher says you can go, and say right away if anything changes.
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Play Say It Right: all 26 real-life situations.
This game teaches English words and phrases. Call 911 only in a real emergency, and never to practice. Questions are different in every city, so always follow what your dispatcher says. This is not medical advice. Official information: 911.gov: the U.S. national 911 program.