Our 9-1-1 telecommunicators are the first voice you hear in an emergency—trained professionals available around the clock who gather critical information for field units as their responding.
Be Prepared — It Makes a Difference
The most important thing you can give us is your location. When you call 9-1-1, have this information ready:
| WHERE |
Your exact location — address, nearest cross street, or landmark. This is the single most critical piece of information.
|
| WHAT |
A brief description of what is happening. Be concise — you do not need to explain every detail before help is dispatched.
|
| WHEN |
When the incident occurred or is occurring. This helps determine response priority and resource type.
|
| WEAPONS / INJURIES |
Let us know if there are weapons involved or anyone who is hurt. This changes how responders are prepared before they arrive.
|
It is okay not to know the answer to every question. Simply tell us "I don't know" — that is a valid and helpful answer. Never hesitate to call because you feel unprepared.
Our Questions Are Not Delaying Officers and Fire Fighters / Paramedics
From the moment you call, we are working on your behalf. While we gather information, responders can already be on the way.
Why we ask questions: Our questions help us determine the type and speed of response — they also prepare officers, firefighters, or paramedics before they arrive, so they know exactly what to expect.
We are here without judgment. Our only goal is to understand what you need and connect you with the right help. There are no wrong answers.
Concise information is key. You do not need to tell us the full backstory. Focus on the location and the immediate situation first.
Myth vs. Truth
MYTH
If I hang up after giving my address, 9-1-1 already has everything they need.
TRUTH
Stay on the line. We need real-time information while units are en route. A hang-up may still result in units being dispatched, and a callback.
MYTH
When I call 9-1-1, my identity and call history automatically appear on the screen.
TRUTH
We see a phone number and billing name. Your history is not visible unless manually searched. That is why we ask questions.
MYTH
Telecommunications are just phone operators who pass along messages.
TRUTH
We are highly trained first responders, managing multiple channels at the same time and coordinating life-safety resources in real time.
MYTH
I need to wait 48 hours before reporting a missing person.
TRUTH
There is no waiting period. You can report a missing person immediately. Early reporting matters; do not wait.
When to Call 9-1-1 vs. When Not To
Call 9-1-1 When:
- There is an immediate threat to life or safety
- A crime is in progress or has just occurred
- Someone is injured or unconscious
- There is a fire or explosion
- You are unsure — when in doubt, call 9-1-1
Do NOT Use 9-1-1 For:
- Asking for the non-emergency number
- Checking business hours or general information
- Questions better suited to Google or 211
- Non-emergency noise complaints or neighbor disputes that pose no threat
- Venting frustration about response times for non-emergency calls
Pro tip from our team: Before you move to a new city, research and save the non-emergency number for your area in your phone contacts. Being prepared reduces unnecessary 9-1-1 calls for everyone.
What to Expect in Specific Scenarios
Pocket dials — why we call back
Accidental 9-1-1 calls — sometimes called pocket dials — still require a callback. We cannot assume it was a mistake; someone may need help. If you accidentally dial 9-1-1, stay on the line and let us know. Hanging up causes concern and may result in units being dispatched. Keep in mind: young children should not have unsupervised access to cell phones for this reason.
Civil standbys — what you need to know
A civil standby is when an officer is present to keep the peace during a civil matter (such as retrieving personal property). If you request a civil standby, officers may ask you to remain within two blocks of the location so resources can be used efficiently. Clear expectations on both sides lead to better outcomes.
Air unit activity — what that means
If you see or hear a police helicopter overhead, it is responding to an active situation in the area. Air units assist in tracking, searching, and scene management. This is one of our most common public inquiries. For real-time information on active incidents, check local agency updates or community alert systems.
Missing persons — no waiting period required
There is no 48-hour waiting period to report a missing person. This is a common misconception. Report immediately — especially if the person is a child, elderly, or has medical needs. Early reporting improves outcomes. Call 9-1-1 if you believe there is immediate danger, or the non-emergency line for situations where the person is missing but not believed to be in immediate danger.
Things that Slow Us Down and What to Do Instead
Hanging up
Disconnecting forces a callback and may still send units. Stay on the line — even if you feel you gave us everything.
Telling the backstory first
Lead with location and the immediate problem. Context is helpful — but not before we know where you are and what is happening now.
Talking to others while on the call
Side conversations make it hard to hear critical information. Focus on the call — those around you can wait 60 seconds.
Apologizing for calling
Never feel like you are wasting our time. If you are uncertain, call. That is exactly what we are here for.
We are your first first responders.
Mesa's telecommunicators are here 24 hours a day, 7 days a week, 365 days a year — trained professionals who care about the outcome of every call. You are never a burden. Call when you need us.