1 What the Dispatcher Will Ask
Dispatchers are trained to get critical information quickly. They'll ask questions in a specific order to send the right help to the right place.
"What is the address of your emergency?"
This is the MOST important question. Even if the call disconnects, they can send help if they have your location. Give the full street address, city, and any apartment/unit number.
"What is your emergency?"
Briefly describe what's happening: "My house is on fire," "Someone is having chest pain," "There's been a car accident." Be specific but concise.
"Is anyone injured? How many people?"
This helps them determine what resources to send (ambulance, fire truck, police) and how many.
"What is your name and callback number?"
If the call disconnects or responders need more information, they can reach you.
Additional questions based on situation
For medical: "Is the person conscious? Breathing?" For fire: "Is everyone out of the building?" For accidents: "Are there hazards like leaking fuel?"
💡 Pro Tip: Help is Already on the Way
Dispatchers often send help while still asking questions. Don't think you have to wait until the call ends — first responders are frequently dispatched within seconds of your first answer.
2 How to Stay Calm
Take a breath
One deep breath can help you speak more clearly. The dispatcher is trained to help you through this.
Speak slowly and clearly
It's natural to talk fast when scared, but slowing down helps the dispatcher understand you.
Answer the questions asked
Let the dispatcher guide the conversation. They know what information is most important.
Stay on the line
Don't hang up until the dispatcher tells you to. They may give you lifesaving instructions.
3 What Happens After You Call
Dispatch Alerts Responders
Within seconds, firefighters, paramedics, or police are notified via radio and dispatched to your location.
Responders En Route
Emergency vehicles leave the station with lights and sirens. Average response time in Mascoutah is typically 4-8 minutes.
You May Receive Instructions
The dispatcher may stay on the line to guide you: CPR instructions, how to stop bleeding, when to evacuate, etc.
Help Arrives
If safe, go outside to wave down responders. Make sure your address is visible and clear the path for stretchers/equipment.
4 Special Situations
🔇 Can't Speak?
If you can't talk (intruder, domestic violence), call 911 and leave the line open. Dispatchers are trained to listen for sounds of distress. You can also try tapping the phone or pressing buttons to signal.
📱 Texting 911
Text-to-911 is available in St. Clair County. Use it only if you cannot safely make a voice call. Text your location and emergency. Be prepared for a text conversation.
👶 Teaching Kids to Call 911
Children as young as 3-4 can learn to call 911. Teach them their address, to stay calm, and to answer the dispatcher's questions. Practice on an old phone without a SIM card.
5 Be Prepared Now
✅ Know your address
Make sure everyone in your household — including children and guests — knows your full street address.
✅ Make your address visible
Large, reflective numbers on your house and mailbox help responders find you quickly — especially at night.
✅ Keep your phone charged
A dead phone can't call for help. Keep chargers accessible.
✅ Know basic first aid
The more you know, the more you can help before responders arrive. Take our free online training!
📚 FREE ONLINE SAFETY TRAINING
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