911 Dispatcher how-to

How to Take a 911 Call

A consistent process gets help moving fast.

Updated By the Career Education Institute Curriculum Team
Quick answer

A consistent process gets help moving fast. In short: answer; verify; ask, then complete the remaining steps below.

Step by step

  1. Answer: “911, what is the address of your emergency?”

  2. Verify the location.

  3. Ask what happened.

  4. Enter the call in CAD and dispatch units.

  5. Ask protocol questions for more details.

  6. Give instructions and stay on the line if needed.

Safety reminders for 911 dispatchers

  • Use peer support and debriefing after hard calls
  • Follow ergonomic practices at the console
  • Take required breaks
  • Protect confidential information

CAD · ANI/ALI · Pre-arrival instructions · EMD · NCIC · Unit status: see the full 911 dispatcher glossary.

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