Behind the Headset
Learn more about what happens when you call 911, how our dispatchers help during an emergency, and what you should know before you ever need to make that call.
What Happens When You Call 911?
When you call 911, you are connected with a dispatcher who will gather information about your emergency and help get the appropriate response started. You may be experiencing one of the most stressful moments of your life, but knowing what to expect can make the process a little easier.
The dispatcher will ask questions.
When you call, be prepared to explain what is happening and where you need help. The dispatcher may ask for your location, the nature of the emergency, and whether anyone is injured or in immediate danger. These questions help determine what resources are needed.
Stay on the line.
Answer each question as clearly as you can. If you do not know an answer, tell the dispatcher. Do not hang up until the dispatcher tells you it is okay, unless you are in immediate danger and must move to safety.
Help may be on the way while you are still talking.
Dispatchers can often begin processing a response while they continue gathering information. Do not assume that answering additional questions means help has not been sent.
Follow the dispatcher’s instructions.
Depending on the emergency, the dispatcher may provide instructions to help you stay safe while responders are on the way. Listen carefully and ask for clarification if you do not understand something.
Remember: Stay as calm as you can, provide the information you know, and let the dispatcher guide you through the call. You do not need to know exactly what to say before you call 911.
Did You Know? You Can Text 911
Not every emergency allows you to safely make a phone call. In situations where speaking could put you in danger, or when you cannot make a voice call, texting 911 may be an option.
How does text-to-911 work?
If text-to-911 is available in your area, open your phone’s messaging app, enter 911 as the recipient, and send a text explaining your emergency.
Start with your exact location and a brief description of what is happening.
What should you include in your message?
Tell the dispatcher where you are and what kind of help you need. Answer any follow-up questions and provide additional details when requested. Keep your phone nearby and watch for replies.
Can you send pictures or videos?
Do not assume that text-to-911 can receive photos, videos, or group messages. Capabilities vary by system. Use simple text messages unless your dispatcher advises otherwise.
Should you text or call?
A voice call is generally preferred when you can safely make one because it allows the dispatcher to communicate with you directly. Text-to-911 can be valuable when speaking is unsafe or a voice call is not possible.
Important: Text-to-911 is not available everywhere. If your text cannot be delivered, you should receive a notification. Call 911 if you can safely do so.
Remember: Do not text 911 to test the system. Use it only for an actual emergency.
Behind the Scenes at WestCom
When an emergency happens, the public often sees the fire trucks, ambulances, or law enforcement officers arriving on scene. What they may not see is the work happening inside the communications center.
WestCom 911 dispatchers serve as a critical link between people who need help and the emergency personnel responding to them.
Every call starts with information.
When someone calls 911, dispatchers work to understand what is happening and identify where help is needed. The information they gather helps determine the appropriate response and gives responding personnel important details before they arrive.
Dispatchers coordinate with responding agencies.
WestCom supports the emergency response by communicating with the agencies it serves. Dispatchers relay information, maintain communication with responders, and provide updates as situations develop.
The work continues after help is sent.
An emergency can change quickly. Dispatchers may receive additional information from callers, communicate updates to responding personnel, and help coordinate communications as an incident unfolds.
Every call is different.
Some calls involve immediate threats to life. Others require careful questioning to determine the nature of the problem and the appropriate response. Dispatchers must listen closely, process information quickly, and communicate clearly, often while managing multiple demands.
A vital part of emergency response.
The work inside a communications center is not always visible to the community, but it plays an important role in public safety. WestCom dispatchers help connect people in need with the emergency services responding to their calls. The next time you see emergency personnel responding to a call, remember that a dispatcher is working behind the scenes to help keep that response moving.