Category: News & Media

Disclaimer: Text-to-9-1-1 availability may vary by location. Please check with your local emergency communications center to confirm if they participate in this service.

More resources and information about domestic violence:

https://www.thehotline.org/

https://www.dvawareness.org/

https://startbybelieving.org/

Accidental 9-1-1 calls happen more often than you might think. Whether it’s a toddler playing with your phone, an unintended pocket dial, or a technical glitch, these calls can easily occur. While it’s understandable to feel embarrassed or worried, the best thing you can do is not hang up. Staying on the line and explaining the situation is crucial for ensuring that emergency services can focus on real emergencies.

Why It’s Important Not to Hang Up

When you hang up after an accidental call, the 9-1-1 call taker is obligated to call you back to ensure there isn’t an emergency. If they can’t reach you, they might dispatch emergency services to your location to make sure everything is okay. This can divert valuable resources from real emergencies and cause unnecessary stress for everyone involved.

Common Scenarios and What to Do

1. Pocket Dial

Scenario: Your phone dials 9-1-1 while in your pocket.

What to Do: Stay on the line and explain that it was an accidental dial. The call taker will appreciate your honesty and can quickly clear the call.

2. Toddler Call

Scenario: Your child accidentally calls 9-1-1 while playing with your phone.

What to Do: Don’t hang up. Stay on the line and explain that your child made the call by mistake. This helps ensure that no further action is necessary.

3. Misdial

Scenario: You accidentally press the emergency call button or dial 9-1-1 by mistake.

What to Do: Remain on the line and inform the call taker that it was a misdial. They will confirm that everything is okay and end the call.

4. Technical Glitch

Scenario: You put your phone in a car drink holder. The side buttons are held down, and it calls 9-1-1. 

What to Do: Again, stay on the line and let the call taker know it was an accidental call due to a technical issue.

5. Crash Detection

Scenario: You press hard on your breaks. This alerts your phone that you could’ve been in a possible crash, even if you weren’t. 

What to do: Stay on the line and let the call taker know your phone automatically called for you.

***NOTE: Crash detection can be turned on and off in your phone’s settings. For Apple, this feature is available only on iPhone 14 and later and on Apple Watches. For Android, the feature is available on some phones. Check your settings to see if it’s on. 

What Happens When You Stay on the Line

When you stay on the line, the 9-1-1 call taker can quickly ascertain that there is no emergency. This allows them to document the accidental call and move on to assist those in actual need. Your cooperation helps keep emergency services available for true emergencies and ensures the efficiency of the system.

Accidental 9-1-1 calls are a common occurrence, but they don’t have to lead to confusion or wasted resources. Remember, if you ever call 9-1-1 by mistake, don’t hang up. Stay on the line and explain the situation to the call taker. Your cooperation helps maintain the effectiveness of emergency services and ensures help is available when it’s truly needed.

For more information on 9-1-1 services and safety tips, explore our other resources and stay informed. Thank you for helping us keep our community safe!

We at NCT9-1-1 don’t think it’s ever too early to have the “talk” with your kids. We mean having the 911 conversation of course! It’s important to teach your kids how, when, and why to dial 911 sooner rather than later so that they are prepared to handle an emergency when you’re not there to help them.  Don’t forget to practice calling 9-1-1 as well with our Learn 9-1-1 App.

But how do you start the 9-1-1 conversation? By answering these four questions.

What is 911?

You have to start with the basics! To teach 9-1-1, start with why you would need to call. Emphasize that 9-1-1 should be used for emergencies only, which means you should only dial if you need immediate help from a police officer, firefighter, or paramedic. If you need help teaching this lesson, Zoey the Zebra and Thomas the Toucan are happy to take your kiddos on a 9-1-1 Adventure and teach them the basics!

When should you call?

Sometimes it’s hard to decide if you need to call 9-1-1 or not, but if your kids can answer yes to any of these questions, then they’ll know they need help!

• Are they or someone around them not breathing?
• Are they or someone around them in danger?
• Do they see fire or smell smoke?
• Are they or someone around them physically hurt enough to need an ambulance?
• Are they lost and not sure where a trusted adult is?

It’s also important to point out when not to dial 911. Make sure your kids know not to dial 9-1-1 if:

• A pet is injured. Call your veterinarian for that!
• Because they’ve been grounded. A bigger problem with the teenagers, but make sure they know that 911 is for emergencies only!
• If the electricity goes out. Some adults need to learn this lesson too! 911 can’t help get your power back, so you’re better off calling your utilities company!

How do you call?

It sounds obvious, but showing your kids how to physically dial 911 is important! Make sure they know how to dial on a cell phone and a landline phone, and show them where the emergency call function is located on both an Android and an Apple phone lock screen.

What do you say?

There are three main pieces of information that the 9-1-1 call taker needs to hear: the location of the emergency, the type of emergency service needed, and the phone number of the caller in case they are disconnected. Teach your kids to memorize their home and school address, and have it written down somewhere in your home like on the refrigerator.

Now that you have the basics, how do you practice calling 9-1-1?

By downloading the Learn 9-1-1 App, you can practice dialing 911 from anywhere at any time as long as you have two cell phones. Visit NCT911.org/learn911 to find out how!

For more resources on teaching your kids about 9-1-1, visit our resource page with printable handouts and an educational video here:

In times of crisis, knowing where to turn for help can make all the difference. While many are familiar with 9-1-1 as the emergency number for immediate assistance, fewer are aware of the new 9-8-8 hotline dedicated to mental health crises. This May, during Mental Health Awareness Month, let’s explore the differences between these two critical services and how they can support those in need.

9-1-1: Emergency Assistance for Immediate Response

9-1-1 is the familiar emergency number that connects callers with Emergency Medical Services (EMS), fire, and law enforcement as needed. It is accessible via call or text (in some areas of the United States, available across the NCT9-1-1 service area), providing a vital lifeline in urgent situations. When you contact 9-1-1, you reach a trained 9-1-1 telecommunicator and public safety dispatch workers, not licensed mental health professionals. These professionals answer the phone, listen to the caller, understand how their problem is affecting them, provide support, and share resources if needed.

In situations involving an individual with a mental health condition or someone experiencing a mental health crisis, a trained officer from a crisis intervention team, who has received basic training in handling mental health crises, may be accessible through the 9-1-1 call center.

9-8-8: Support for Mental Health Crises

9-8-8 is the new 24/7 hotline dedicated to mental health crises. It offers call, text, and chat access to trained crisis counselors who can help people experiencing suicidal, substance use, and/or mental health crises, or any other kind of emotional distress. Unlike 9-1-1, which focuses on immediate emergencies, 9-8-8 provides a compassionate and understanding ear for those facing mental health challenges.

Both 9-1-1 and 9-8-8 are free and available 24 hours a day, 7 days a week, 365 days a year. If you are experiencing an emergency, do not hesitate to reach out for help. By spreading awareness for Mental Health Awareness Month, we can ensure that more people know about these vital resources and can access the support they need in times of crisis.