Anatomy of a 911 Call

The reports the left navigation provide details about the average time each stage of the 911 call process takes from end to end. The end-to-end response time starts at the moment when a New Yorker dials 911 and ends when the Police, Fire, or Medical (EMS) unit arrives on the scene of the incident. This information is used to identify ways the process can be improved to reduce overall response time to emergencies.

Each 911 call is answered by a Police call-taker. If the caller is reporting a crime, the Police call-taker will share the details of the call with the Police dispatcher, who mobilizes the unit. The unit travels to the site specified on the call. When the unit arrives, the process is complete.

If the caller is reporting a fire, the Police call-taker adds a Fire department call-taker to the call. At the same time, a Fire department dispatcher mobilizes the unit who travels to the site. When the unit arrives, the process is complete.

If the caller is reporting a medical emergency, the Police call-taker adds an EMS call-taker to the call. The EMS call-taker conducts medical questioning and then shares the details with an EMS dispatcher that mobilizes the unit that will travel to the site. When the unit arrives, the process is complete.

Go to the Definitions page for more information about emergency-specific terminology.