Department of Community Services


What to expect when you call 9-1-1

What happens when I call 9-1-1?
The first question you will be asked is “Which community are you calling from?” 
The second question will be, “Do you require Police, Fire or EMS?”

What to do if you are deaf, hearing-impaired or speech-impaired.
Yukon’s Basic 9-1-1 system cannot receive text messages, email or video communication. Deaf, hearing-impaired or speech-impaired people must use a TTY device or have their message relayed by a third-party such as Bell Relay service.

Don’t call 9-1-1 to “test it out”. Avoid pocket dials.
Accidental and non-urgent calls have an impact on the day-to-day operation of a 9-1-1 centre. If you call 9-1-1 by accident, stay on the line until you can tell the call taker that you called by accident and there is no emergency.

Prevent accidental calls by locking your smartphone’s home screen and using the password feature.  Do not program 9-1-1 into your speed dial menu.

Stay calm and answer all questions.
It can be difficult to stay calm in a crisis—take a deep breath and remember the call taker is there to help you. 9-1-1 call takers are trained to get the most important information as quickly as possible to get help on the way. The questions 9-1-1 call takers ask, no matter how relevant they seem, are important in helping get the first responders to you.

Know where you are.
The 9-1-1 call taker does not know where you are calling from.  The first question you’ll be asked is “which community are you calling from?”  Calls are not located by GPS. Look for civic addresses, kilometer markers, landmarks, or intersections. Know the name of the community you are in or near. Knowing the location is vital to getting the right RCMP, fire or EMS units to respond.

Stay on the line.
Do not hang up until told to do so; this could delay the response.

If you are calling for Fire or EMS, your call will be forwarded to a secondary call taker for dispatch. The secondary dispatcher will ask more questions—remember, this is important in getting the first responders to you. Additionally, EMS dispatchers might provide pre-arrival medical care by telephone instruction.