De-escalation and Crisis Response
When to Call 911: A Guide for Shelter and Housing Staff
How shelter and housing staff can decide when to call 911, what to tell the dispatcher, and what to do while waiting.
In the moment, staff often hesitate over whether a situation is "serious enough" to call 911. Clear guidance decided in advance removes that hesitation.
Call 911 when there is an immediate threat to life or safety
- Someone is unresponsive, not breathing, or having trouble breathing
- Signs of a possible overdose, stroke, heart attack, or seizure
- Serious bleeding or injury
- Fire, smoke, or the smell of gas
- A weapon, an assault in progress, or a credible threat of violence
- A person about to harm themselves
When in doubt about a medical emergency, call. Dispatchers are trained to help you sort it out.
Know your other options
Not every urgent situation needs an emergency response. Know your agency's on-call supervisor, any mental health crisis resources your agency works with, and the non-emergency numbers for your local police and fire departments. The 988 Suicide and Crisis Lifeline is available by call or text for mental health crises.
What to tell the dispatcher
- Where you are. The exact address, building name, entrance, and floor or room.
- What is happening. One plain sentence: "A man in his fifties collapsed and is not responding."
- Who is involved. Number of people, approximate ages, and any known weapons or hazards.
- Your name and a callback number.
Answer the dispatcher's questions and stay on the line until told to hang up.
While you wait
- Send someone to meet responders at the entrance and guide them in.
- Clear the area of bystanders.
- Give first aid only within your training.
- Gather any information responders may need.
Afterward
Notify your supervisor, write an incident report while details are fresh, and debrief.
Always follow your agency's own emergency policy. Our Facility Safety Training teaches staff how to report properly to police, the fire department, and medical personnel.