9-1-1 Tips for Callers

When You Have an Emergency:

• Go somewhere safe if you can! (for example: in a fire, evacuate before calling)
• Dial 9-1-1
• When the operator answers
  • Remain calm; speak slowly and clearly
  • Give the exact location where help is needed
  • Describe the emergency
  • Answer all questions asked by the operator
• Do not hang up until instructed to do so.

When to Use 9-1-1

9-1-1 should be called when an ambulance or fire unit is needed, or for a police emergency. A police emergency is defined as any situation involving an imminent threat to life or property and/or a crime in progress.

How 9-1-1 Works

Landline Phones

When you dial 9-1-1 from a landline phone (one that plugs into the wall) and within the borders of Highland Park, the call is directed to our agency because your phone company established the routing of the call to our call center.

Cellular Calls

Cellular calls differ from landline calls in that address location information is not available. Therefore, it is extremely important for you to stay on the line and give the exact location of the emergency to the 9-1-1 operator. 

While cellular location technology continues to evolve, there still may be times you are routed to the wrong jurisdiction because of your physical proximity to a neighboring city. 

A cell phone will call 9-1-1 even without current service. If the phone is within range of a cell tower or on a wifi network, and has battery power, your call will make its way to a 9-1-1 Communications Center the moment you press “send”. However, the critical information needed may not show if the call is abruptly ended. 

With all 9-1-1 calls, even if you try to disconnect or press “end”, the call will still be delivered to an answering point, therefore we ask you to stay on the line and let us know if it’s an accidental dial. 

Text to 9-1-1 

Text-to-911 is available in Highland Park.  

Text-to-911 is the ability to send a text message to reach 911 emergency call takers from your mobile phone or device. Because voice calls to 911 are processed faster, we recommended calling if you are able to facilitate a faster emergency response.  

Guidance and helpful information for Text-to-911 may be found on the Department’s press release

Additional Services - The Town uses a browser-based service which provides our communications team the tools needed to send an outbound text to a phone. It also allows the call taker to send a link in order for the call taker to see video from the situation. In addition, this service provides translation services for texts in over 140 languages. 

VoIP Calls - Voice Over Internet Protocol

Not all VoIP (Voice over Internet protocol) phones deliver 9-1-1 calls in the traditional manner. When purchasing one of these services, make sure your provider allows the line to deliver a 9-1-1 call via the designated trunks established for 9-1-1 use.  Note: if you move either in or out of Highland Park and have this VoIP service,  be sure to update your address with the service provider. If not, the call will go to the jurisdiction of the address listed.

VoIP phone data (subscriber information such as name and address) is normally entered by the resident. It is imperative the address used matches the existing address structure of the Town of Highland Park. You may contact the Communications Manager at 214-559-9396 for assistance with this.

How to Report a Non-Emergency

Non-emergency calls placed to 9-1-1 can slow emergency response to true emergencies. Please call 214-521-5000 to report non-emergency situations.