9-1-1 tips
Our 9-1-1 tips brochure is available, free-of-charge, in the following languages:
Accidental 9-1-1 calls are "tough calls" - help prevent them
We receive hundreds of unintended 9-1-1 calls every day from pocket dials to hang-ups. Please follow these simple tips:
- Don’t program 9-1-1 into any telephone — speed dials cause accidental 9-1-1 calls.
- Keep your cell phone in a safe position when not in use to prevent accidental calls. Use a case/holster to store your cell phone.
- Use your cell phone's key lock to help prevent accidental calls.
- Please do not test 9-1-1 to see if it’s working.
9-1-1 is your connection to police, fire and ambulance
9-1-1 is for police, fire or medical emergencies when immediate action is required: someone's health, safety or property is in jeopardy or a crime is in progress. Please use 9-1-1 responsibly - our call-takers can't provide information on the weather, power outages or municipal services. Don't call 9-1-1 and ask for the "non-emergency" phone number. Those numbers are located on the homepage of our web site, the front cover of your phone book or you can dial directory assistance (4-1-1) and retrieve a number.
Our 9-1-1 call-takers and dispatchers are highly trained, dedicated professionals who will get you the help you need. Please remember these tips whenever you call 9-1-1.
Stay on the line
When an E-Comm 9-1-1 call-taker answers, they will ask you if you need “police” “fire” or “ambulance.” The call-taker will also confirm which municipality you are calling from. Once you indicate which service you need, your call will be immediately transferred.
- Stay on the line and follow instructions. Your 9-1-1 call-taker will stay on the line with you to make sure your call is answered by the agency you need. Don't hang up until the call-taker says it's okay to.
Know your location
- Know your location at all times and communicate it when you are asked.
- Location is particularly important if you are calling from a cell phone or an internet phone (cell phones provide only general location information; Internet phones provide no location information.
- You should know what city you are in, building or home addresses, cross streets, and any other information that will help emergency personnel find you.
- Learn your compass directions (north, south, east, west).
Help prevent accidental 9-1-1 calls
We receive hundreds of unintended 9-1-1 calls every day from pocket dials to hang-ups. Please follow these tips.
- Don’t program 9-1-1 into any telephone — speed dials cause accidental 9-1-1 calls.
- Keep your cell phone in a safe position when not in use to prevent accidental calls. Use a case/holster to store your cell phone.
- Use your cell phone's key lock to help prevent accidental calls.
If you call 9-1-1 accidentally
If you dial 9-1-1 accidentally, stay on the line and tell us. If you hang up we don't know if you are okay and will have to call back or, if you've called from a landline and we can determine your location, send police to check on you.
- Stay on the line. Don't ever hang up.
- Be prepared to answer questions. If our call-takers have any concern for your safety or feel there are suspicious circumstances, they will send police to check on you.
Be prepared to answer questions
Our call-takers are experienced “question askers” and their persistence is based on a need to provide accurate and specific information to the attending emergency responders.
- Listen carefully, speak clearly and try to remain calm.
Please understand that while call-takers are asking you questions, they are relaying vital information electronically to the dispatchers and emergency personnel on their way to help you.
If English is a second language
E-Comm has a 24-hour interpretation service that can be accessed in less than a minute, with interpretation available in more than 170 languages.
- Teach your non-English speaking family and friends to learn the English word for the language they do speak (e.g., learn to say “Cantonese”) in case an interpreter is needed. This will speed up the process.
- Encourage friends and family to learn the words "police", "fire" and "ambulance" in English.
- Remind friends and family that even if they speak a little English, that is very helpful and often is all our call-takers need to collect information. People should not be shy to try their English.
Help others to know about 9-1-1
- Teach children to use 9-1-1 properly and remind them it is not a toy. Always keep cordless phones fully charged and in the same place in the home. Keep your address information near the phone and show your children and caregivers where it is. Never give old cell phones to children to use as toys—many de-commissioned phones can still dial 9-1-1.
- Deaf and hearing/speech impaired callers can dial 9-1-1 through TTY (telephone typewriter) units. Callers who do not have TTY should dial 9-1-1 from a landline telephone and not hang up. The line will remain open and the call-taker will be able to see the address and will send police. Please note that name and location cannot be displayed from cell phones or VoIP services.
- Do not text or tweet 9-1-1. Use a phone to call 9-1-1.
