Life-Saving Skill: How to Call 911 When You Can't Speak

April is National 911 Education Month, and we're sharing a critical emergency procedure that could save your life: the Silent Call Procedure.

If you find yourself in an emergency where speaking is unsafe or impossible, you can still get help by using your phone's keypad after 911 answers your call.

When You Might Need This

There are several situations where you may need to call 911 but cannot safely speak:

Domestic violence situations where an abuser is nearby

Home invasions or burglaries where speaking could alert an intruder to your location

Medical emergencies that affect your ability to speak, such as stroke or severe allergic reactions

Kidnapping or hostage situations where silence is necessary for your safety

Any scenario where talking could put you or others in immediate danger

How the Silent Call Procedure Works in Massachusetts

This procedure is specific to Massachusetts 911 centers. If you're calling from Massachusetts and cannot speak, follow these steps after the dispatcher answers:

Choose Your Emergency Service

Use your phone's keypad to press:

#1 for Police

#2 for Fire Department

#3 for Ambulance

Answer Yes or No Questions

The dispatcher will ask you questions that require yes or no answers. Respond by pressing:

#4 for YES

#5 for NO

Important Things to Know

This Is a Massachusetts Protocol

The specific keypad numbers listed above are used by Massachusetts 911 centers, including WESTCOMM Regional Dispatch, which serves Chicopee, Longmeadow, Monson, East Longmeadow, and Wilbraham in Western Massachusetts.

If you live in another state, check with your local 911 center to learn their silent call procedure, as it may be different.

Help Will Still Come

Even if you cannot respond to dispatcher questions, emergency services will still be dispatched to your location. The keypad responses help dispatchers send the right type of help and gather additional information, but your safety is the priority.

Location Matters

For cell phone calls, 911 dispatchers can track your approximate location, but it may not be as precise as a landline call. If possible, use the keypad to answer questions about your exact location.

Alternative Options

Many areas now offer text-to-911 service as another option for situations where you cannot speak. Check if this service is available in your area before an emergency occurs.

If you have a smartphone, you may also be able to use emergency features built into your device that can share your location and alert emergency contacts.

What Happens After You Press the Numbers

Once you indicate which service you need, the dispatcher will:

1. Send the appropriate emergency responders to your location
2. Stay on the line and ask yes or no questions to gather more information
3. Continue to monitor the call until help arrives
4. Coordinate with responding units about the silent call situation

Dispatchers are trained to handle silent calls and will take every call seriously, even if you cannot communicate verbally.

Share This Information

Silent call procedures only work if people know about them before an emergency happens. Share this information with:

Family members, especially children old enough to use a phone

Elderly relatives who may experience medical emergencies affecting speech

Friends and neighbors in your community

Anyone who might find themselves in a situation where speaking is dangerous

Practice Makes Perfect

Consider practicing the keypad sequence with family members so it becomes second nature. In a high-stress emergency, having practiced the procedure can make the difference between remembering it and forgetting it when you need it most.

Remember These Three Steps

1. Call 911
2. Press the number for the service you need (#1, #2, or #3)
3. Answer questions with #4 for yes or #5 for no

This simple procedure could save your life or the life of someone you love.

About National 911 Education Month

Congress established April as National 911 Education Month in 2008 to raise awareness about the proper use of 911 services and to honor the telecommunications professionals who answer emergency calls every day.

Throughout April, 911 centers across the country share important safety information to help communities better understand how to use emergency services effectively.