09/09/2026
You have an emergency and call 911, but the dispatcher is asking you a lot of questions before help is on the way. Why?
We know it can feel frustrating answering questions when you are experiencing an emergency. The person handling your call is a trained professional who must ask specific questions to send help, while also ensuring both your safety and the safety of first responders. Here is what really happens when you dial 911:
Our dispatchers use a nationally recognized system called ProQA for Emergency Medical Dispatch (EMD) and Emergency Fire Dispatch (EFD). When you describe your situation to the dispatcher, this system will be used to determine the nature of your call and what kind of help you may need. As soon as critical information is received, help is already on the way. The dispatcher will continue to ask you questions while units are responding.
Answering the dispatcher’s questions helps them provide critical pre-arrival instructions that can make a difference before responders arrive. Our dispatchers are certified through the International Academies of Emergency Dispatch (IAED), providing evidence-based protocols to guide you with the right instructions during an emergency.
We know emergencies are stressful, but every question serves a purpose. Your safety is our first priority!