English the American Way: A Fun ESL Guide to Language and Culture in the U.S. » Unit 10: Emergency 911
If you own a television, you’ve seen them: amazing rescues from burning buildings, victims rescued from the bad guys, and lives saved in hospital ERs. From the comfort of your couch, you’ve seen the TV versions of real-life drama. The downside of these TV dramas is that they make emergencies seem very simple. Unlike in real life, TV problems are resolved in just an hour. But the upside of emergency shows is that people see what they have to do to get help.
The most important information to know in an emergency is a very simple phone number: 911. Even schools teach this number to small children at an early age. There are plenty of stories of kids as young as three years old making a 911 phone call that has saved a life.
The phone number is the same for fire, medical, and police emergencies: 911.
The phone number is the same from both landlines and cell phones: 911.
When a landline call comes in, the emergency dispatcher may be able to see the phone number and the exact location of the call, but not always. Calls from a cell phone may not display the same information. The most critical thing to remember when making an emergency call is to remain calm. It’s a matter of life and death. You must be understood when making this call. Because everyone tends to speak very quickly and excitedly when they are nervous or afraid, it can be even more difficult to understand second language speakers in an emergency. For this reason, it’s vital to remember the following instructions:
- Stay calm.
- Speak slowly and clearly.
- Know what information the operator will need.
The operator will ask many questions so that she can get a good picture of the problem and send exactly the right kind of help. She’ll ask for essential information like: Who? What? Where? When? It’s important to answer all the questions slowly and clearly. Don’t worry; she’s not wasting time. Even while you’re answering her questions, the operator is contacting the right emergency system. You must stay on the line with the operator until help arrives. Do not hang up!
The 911 dispatchers are specially trained to ask very clear questions about the emergency. The dialogues below are examples of the kinds of conversations you may have. Remember, the operator will ask different questions as he or she learns about your emergency.
DISPATCHER: 911. What is your emergency?
CALLER: HELP!HELP!MYHOUSEMYHOUSE!HURRY!HELPME!
DISPATCHER: Ma’am, I can’t understand what you’re saying. Please calm down. What is your location?
CALLER: My house. It’s burning! There’s a fire in my house! Can you send a fire truck? Help!
DISPATCHER: What is the address?
CALLER: 123 Peach Street! Can you send a fire truck? Please help!
DISPATCHER: Help is on the way, ma’am. What room is the fire in?
CALLER: It’s in the kitchen. The curtains caught fire when I was cooking. HURRY!
DISPATCHER: Are you still in the house?
CALLER: Yes! Yes! I’m in the bedroom.
DISPATCHER: You must get out of the house right away. Can you do that?
CALLER: Yes, the door is right here.
DISPATCHER: Ma’am, go outside, but stay on the line with me.
CALLER: Okay, okay. I’m outside now. PLEASE HURRY!
DISPATCHER: Is there anyone else in the house?
CALLER: MY DOG! MY DOG! My dog is in the house!
DISPATCHER: Ma’am—Do NOT go back into the house. The fire trucks are on the way. The firefighters will find your dog.
CALLER: I hear the sirens! I can see the truck! They’re here! They’re here!
| Tip 1 | There is no charge for 911 calls. They are free calls from landlines or cell phones. |
| Tip 2 | Mistakes happen. If you dial 911 by mistake, do not just hang up. Stay on the phone until the dispatcher answers, and just say, “Sorry, I dialed by mistake.” If you just hang up, they may think there is an emergency at your house. |
Have to shows that something is necessary. Don’t have to means that something is not necessary.
Have to can be used in the past, present, or future.
- You have to stay calm. (present)
- You’ll have to give your address when you call. (future)
- We had to call 911. (past)
Must also shows that something is necessary. It’s stronger than have to. You won’t hear must so much in spoken English, but you’ll often see it written. The negative is must not, which expresses that something is not allowed. It can be used in the present or future sense only. Its form does not change.
- You must stay on the line. (present)
- You must call later. (future)
- You must not hang up if you call 911 by mistake.
OPERATOR: Paramedic 128. What’s the address of your emergency?
CALLER: HELP! HELP! I need an ambulance!
OPERATOR: Okay, sir, what’s the address?
CALLER: I’m not sure. I’m outside. It’s . . . it’s . . . I think it’s Taylor Road. It’s Lawrenceville. I need an ambulance!
OPERATOR: Sir, we’ll get help right away. What’s the phone number you’re calling from?
CALLER: Um, it’s my cell phone. It’s 555-1006. Please hurry. There’s a guy here . . . Hurry! Can you send an ambulance?
OPERATOR: Okay, sir, what’s the nature of the emergency?
CALLER: There’s a guy lying here. He’s not conscious. He’s not breathing! He’s not breathing!
OPERATOR: Okay. He’s not breathing? He’s unconscious?
CALLER: Right.
OPERATOR: Okay, sir, an ambulance is on the way. But I need you to start CPR right now. I’ll help you over the phone until they get there.
CALLER: The neighbor is doing CPR, but the guy isn’t responding. He’s not responding! He’s not moving and he’s not breathing.
OPERATOR: Okay, sir, the ambulance is on the way. They’ll be there in minutes. Did you witness what happened to the man?
CALLER: No, I didn’t see what happened.
OPERATOR: Okay, sir, I’ve dispatched all this information to the paramedics. Keep up the CPR until they get there. They’re just a few blocks away.
CALLER: Thank you! This guy isn’t responding to anything!
OPERATOR: Okay they should be there.
CALLER: Yeah, here they are! Thank you, sir, thank you.
OPERATOR: Okay, sir, call us back if you need any help.
| Tip 3 | Many public libraries, schools, and hospitals offer free first aid and CPR classes. It’s always good to know what to do in an emergency, while you’re waiting for help to arrive. |
OPERATOR: 911. What’s the exact location of your emergency?
CALLER: Hi, um, well my address is 2495 Cary Street. But it’s across the street. I don’t know the address.
OPERATOR: Okay, ma’am. I didn’t get that. Are you on a cell phone? Tell me that address again.
CALLER: Yeah, um, it’s . . . I don’t know, it’s 2495 Cary, but it’s across the street.
OPERATOR: Okay, that’s fine. Is that where you’re calling me from, ma’am?
CALLER: I’m calling you from my cell phone. I think I need the police.
OPERATOR: Okay, ma’am. What’s the nature of the emergency?
CALLER: Well, I’m across the street. I’m not sure . . . My neighbor’s away, and, um, um, there are two guys. I think they’re breaking into the house. Um, it looks like there are two guys. HEY! THEY JUST BROKE A WINDOW! One guy just ripped through the screen door! They’re looking around to see if anyone saw them! Can you get the police here? Hurry!
OPERATOR: Okay, ma’am, we’ll have someone there right away. Do you recognize the people at all?
CALLER: No, not at all. It’s not my neighbor; they’re away. I have no idea who these guys are, but they just broke the window and kicked in the door! I think you need to get the police here fast.
OPERATOR: Can you describe the men, ma’am?
CALLER: They’re inside now. I don’t know. I don’t know. To be honest with you, I didn’t really notice what they were wearing or anything. Um, I think one guy was pretty tall. He was wearing some kind of baseball cap, I think. And, uh, the other guy entered through the window before I got a good look at him. All I know is these guys broke into the house! Can you get the police here?!
OPERATOR: Ma’am, they’re on their way. Do you know if the guys have a weapon?
CALLER: I don’t know; I couldn’t see from my angle. They had a hard time trying to kick in the door. Um, but, um, they smashed the window with a bat, I think. A baseball bat.
OPERATOR: Okay, ma’am, they’re on their way. Don’t hang up until they get there.
CALLER: Okay. Thank you. Wait, okay, here they are! Thank you!
| Tip 4 | If you want to speak with a police officer, but it is not an emergency, you should not call 911. You can find the phone number of the local precinct in your phone book. |
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