All calls placed to 9-1-1 by residents of Greensboro and Guilford County are answered by telecommunicators at Guilford Metro 9-1-1. Telecommunicators ask targeted questions to determine the exact location of the situation and what type of help is needed.

There are a few simple guidelines you can follow to help during this process:

Know your address. If you’re calling from a cell phone, Guilford Metro 9-1-1 telecommunicators may not be able to pinpoint your exact location. This is particularly critical if you are calling from an apartment complex or dormitory.

Remain calm. This can be a challenge in an emergency situation, but staying calm helps you answer questions quickly and rationally, which in turn gets you help faster.

Be patient. The telecommunicator asks a series of questions that are designed to get you help quickly and pass along the most critical information to responding units. This process can take several minutes, but depending on the type of call, help has already been dispatched while the telecommunicator continues to gather additional information. So, stay on the phone and answer as many questions as possible.

Medical Calls – All telecommunicators have received specialized training and national certification to handle medical calls for assistance. You will be asked detailed questions about the patient, injury and condition. Typical questions include: 

What is the exact address/location you need the ambulance to respond to?
What is the phone number you are calling from?
Tell me exactly what happened.
How many people are injured?
Is the patient conscious?
Is the patient breathing?
Is the patient completely alert and awake?

Fire Calls – All telecommunicators also have specialized training and national certification for fire calls. Typical questions include:

Are you safe and out of danger?
Do you see flames or smoke?
Tell me exactly what is burning?
What color is the smoke?

Law Enforcement Calls – Depending upon the request for help, questions for law enforcement calls for service can vary greatly. Typical questions include:

Where is the exact location the officer needs to respond?
Are you or anyone else in immediate danger?
When did this happen? Is it occurring now?
Does anyone have any weapons? If so, who has them and what kind are they?
Are alcohol and/or drugs involved?
Description of the vehicle(s) involved?

All of these questions help the 9-1-1 telcommunicator determine the most appropriate help to send you.

Guilford Metro 9-1-1 and all of the agencies we serve have a common goal: to ensure public safety by providing emergency assistance quickly and effectively. With a better understanding of the processes that guide the work of 9-1-1, residents can help ensure that aid will arrive when they need it.

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