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1. What is 911?

911 is a universal three digit number utilized to report a law, fire, or ems emergency. 

2. When should you call 911?

You should call 911 when you have an emergency. An emergency is considered an immediate threat to persons and/or property. 

3. What should you expect when calling 911?

A trained 911 Supervisor or 911 Dispatcher will answer your phone call. Each employee has had many hours of training in the handling and processing of your emergency.

Common Questions

While no two emergencies are alike, they all present many similarities. Therefore, there are common questions that will be asked on all emergencies. You will be asked the following questions:

• What is the location of the emergency?
• What is the nature of the emergency?
• What is your name?
• What is your phone number?

Importance of Information Gathering

These are the basic questions that the Dispatcher will be asking to obtain the necessary information from you. They are important to help ensure a timely dispatch and arrival of the appropriate Emergency Response. Do not assume that because you have lived in your house for many years that everyone knows who you are and where you live. The people taking your call and the people responding often times do not know where you live.

4. What does the 911 Center expect from me when I place a 911 call?

We know that for many, calling 911 is not an every day event. You may be nervous about calling and about the situation you are calling for. We request that you try to remain as calm as possible. While we may be able to get the location of the emergency, we still need to be able to determine what the emergency is to ensure the appropriate response.

Things to Remember

• We do not want to send a police car for someone having a medical emergency.
• We would like for you to stay on the line until we tell you it is ok to hang up.
• We would like for you to answer the questions that we are asking.
• Asking you questions is not delaying Emergency Response in any way but in fact is helping us to determine the appropriate response.
• We know how to do what is required and it is a waste of time for us to hear over and over, "Just send someone."
• We need to know what is going on to make the appropriate determination on whom to send.

5. What if I call 911 by mistake?

If you or anyone in your household, including children, call 911 by mistake, do not hang up but stay on the line.

Enhanced 911

Cayuga County is an Enhanced 911 center and we can obtain the location of where 911 was called from. If you dial 911 by mistake and hang up, our policy is to try to call back the number and reach an adult who can tell us if there is any problem. We then have to send Law Enforcement to verify that there isn't any problem. This takes Law Enforcement away from being able to handle a real emergency.

Verify a Non-Emergency Situation

If you stay on the line and speak with a 911 Center employee, we will ask you to verify that you do not have an emergency and also verify that what shows up on our computer is correct in case you ever do have one.

Things to Remember

Remember that old, deactivated cell phones can still call 911 as long as there is a charge in the battery. Do not allow your children to play with home phones or cell phones. Children make the majority of 911 hang up calls we get, but we still have to treat them as if they are true emergencies.

6. Can you find me if I call 911 from my cell phone?

GPS Phone

If your cell phone is equipped with GPS we should be able to pin point your approximate location. Each cell phone provider has different standards that they use so not all are have the same accuracy.

Phone with No GPS

If you have an older cell phone that does not have GPS you will need to stay on the line and try as best as you can to direct the Dispatcher to your location.

Cell Towers & Location

When you call 911 from your cell phone, your call will hit the nearest tower of your cell phone provider. So while you may be in Cayuga County using your cell phone, you may actually hit a tower in another County and your call will be directed to that County. Just explain that your emergency is in Cayuga County and they will transfer you to us.

Important Reminder

Also, keep in mind that cell phone calls are not always very clear. There is a routing process that they have to go through and sometimes the beginning of the call is broken up. Please be patient as the Dispatcher is doing everything they can to assist you.

7. How can I help Emergency Responders find me faster?

• Make sure that your house and/or mailbox are numbered with the correct address. Reflective numbers work best for dark.
• If it is dark outside, turn some outside lights on to aide responders in finding your house. If you can hear the siren and are able to reach the light switch, start turning it on and off so that it flickers and draws the attention of the responders.
• If you have a long driveway or your house is not easily seen from the road, try to have someone at the end of the driveway by the road to flag down responders.
• Consider placing driveway markers at the end of your driveway to help responders find it.
• Put all pets safely away. Responders will refrain from exiting their vehicles or entering a residence if there is a dog barking and growling at them.
• Have a list handy of all medications that are taken by the people who reside with you.

8. Can I text 911?

Yes. Simply make 911 the recipient of the text and we will receive the message. Phone is our preferred method of communication as it is generally easier to collect information that way, but sometimes it may not be safe to call. Example: Someone in a domestic situation wants help but does not want the other party to know they are contacting 911. 

9. What qualifies as a police emergency?

A police emergency is any situation that requires immediate police response to protect life and/or property. These may include but are not limited to:

• Assaults
• Burglaries
• Damage to property
• Domestics
• Motor Vehicle Accidents
• Suicides

Remain Calm & Remain on the Line

Try to remain calm while talking to the Dispatcher and stay on the line until they tell you it is ok to hang up. You may have to remain on the line until responding Law Enforcement arrives on the scene. Depending on the situation, the Dispatcher will be asking questions that will help ensure officer safety, public safety and your safety.

Safety Concerns

While obtaining information about the situation you will be asked if you and/or other people involved are safe. If the answer is no, they will try to help you to get yourself and others to a safer location.

More Information

For more information about police emergencies, please review the Police Emergencies page.

10. What qualifies as a fire emergency?

A Fire Emergency is any that requires an immediate response from a Fire Department. These could include but are not limited to:

• Car Fires
• Field Fires
• House Fires
• Weather Related Emergencies

Remain Calm & Remain on the Line

Stay as calm as possible and answer the questions that are being asked. Remember that we are not delaying Emergency Response by asking these questions. Do not hang up the line until you are advised to do so. You may be asked to stay on the line until Emergency Responders arrive on the scene.

More Information

For more information about fire emergencies, please review the Fire Emergencies page.

11. What qualifies as a medical emergency?

A Medical Emergency is any that requires immediate response from an Ambulance Service. In Cayuga County most areas will also send a Fire Department Response. These may include but are not limited to:

• Allergic Reactions
• Heart Attacks
• Illnesses
• Injuries from falls
• Seizures

Remain Calm & Stay on the Line

Remain calm, answer the questions that are asked and do not hang up until told to do so.

More Information

For more information on medical emergencies, please review the Medical Emergencies page.