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How to Communicate with a 911 Dispatcher

What to say, in what order, and how to describe consciousness, breathing, bleeding and the way someone was hurt.

Last reviewed October 3, 2026 · Spiral Search editorial team

When in doubt, call 911. Stay on the line until the dispatcher says you can hang up. If you cannot speak safely, you can text 911 in some areas, but a voice call is faster whenever possible.

General information, not medical advice. Reading a guide is not a substitute for a hands-on first aid or CPR class (American Red Cross, American Heart Association, and local fire-rescue departments offer them). If someone may be in danger, call 911 and follow the dispatcher.

The first 30 seconds

Where? Give the exact address, or the nearest cross street, mile marker, building name or landmark. Dispatchers may not see your location automatically.
What happened? “A man collapsed.” “Two-car crash.” “A child is choking.”
How many people are hurt and how old they are.
Your callback number, in case you are disconnected.

Then answer these questions

The dispatcher will ask in an order that helps them send the right help. Answer exactly what is asked, and say “I don't know” when you do not.

1. Consciousness (the AVPU scale)

A: Alert. Awake, eyes open, talks normally.
V: Voice. Responds only when you speak loudly to them.
P: Pain. Responds only to a pinch or a firm shoulder tap (for example, groaning or moving).
U: Unresponsive. No response at all.

Also say if they are confused, do not know where they are, or are acting oddly.

2. Breathing

Not breathing, or only gasping now and then (this is not normal breathing and can occur in cardiac arrest).
Breathing fast, slow, noisy, wheezing or gurgling.
Lips or fingertips blue or gray.
If you are not sure, tell the dispatcher; they will guide you.

3. Bleeding

Where on the body, and how much: oozing, steady, or spurting.
Whether it soaks through cloth despite pressure.
What you are doing about it: “I'm pressing on it with a towel.”

4. Mechanism of injury

This is how the person got hurt. It tells responders what kind of injuries to expect.

Fall: from how high, and what they landed on.
Vehicle crash: speed, whether they were wearing a seatbelt, whether airbags went off, whether anyone was ejected or trapped, rollover.
Struck by something: car, object, person, sports.
Penetrating injury: stab, gunshot, impalement (do not remove the object).
Burn, electric shock, drowning, poisoning or overdose: say what, how much and when if you know.
Possible head, neck or spine injury: say so, and tell the person not to move.

While you wait

Follow the dispatcher's instructions exactly, including CPR coaching.
Do not move the person unless there is immediate danger such as fire.
Send someone to unlock doors, turn on outside lights and flag down responders.
Secure pets, and gather medications and the person's ID.
Tell the dispatcher immediately if the person gets worse, stops breathing, or wakes up.