How Houston's 911 System Works

When you dial 911 in Houston, your call goes to the Houston Emergency Center (HEC) — one of the largest 911 centers in the country, handling over 7 million calls per year. Trained dispatchers answer your call, determine the type of emergency, and send police, fire, EMS, or a combination.

Knowing how 911 works — what to say, what to expect, and when to call — can save minutes that save lives.

Source: Houston Emergency Center; City of Houston

When to call 911:

• Crime in progress or just occurred
• Medical emergency (someone is unconscious, not breathing, having chest pain, severe bleeding)
• Fire or explosion
• Serious car accident with injuries
• Someone is in immediate danger

When NOT to call 911:

• Noise complaints → call 311
• Non-emergency police reports (car already stolen, property crime with no suspect present) → HPD non-emergency: 713-884-3131
• City services (potholes, streetlights, missed trash) → 311
• Power outages → CenterPoint: 713-207-2222
• Information requests → 311 or 211

What happens when you call:

1. Call taker answers — usually within 10-15 seconds. They will ask: "What is your emergency?"
2. They determine priority — Priority 1 (life-threatening) gets immediate dispatch. Lower priorities go into queue.
3. Dispatch — police, fire, and/or EMS are sent based on the type of emergency. GPS from your cell phone helps locate you, but always give a verbal address.
4. Stay on the line until the dispatcher tells you to hang up. They may give you instructions (CPR, first aid, how to stay safe).

Response times vary: Priority 1 calls average 7-10 minutes for HPD, 5-7 minutes for HFD. High call volume (holidays, weather events, Friday/Saturday nights) can extend wait times significantly.

Source: Houston Emergency Center; HPD; HFD

How to make an effective 911 call:

1. Stay calm. Take a breath. Speak clearly.
2. State your location first. Address, cross streets, apartment number, landmarks. If you do not know the address, describe what you see.
3. Describe the emergency. "Someone has been shot," "My house is on fire," "A person collapsed and is not breathing." Be specific.
4. Answer the dispatcher's questions. They are typing while you talk. The questions are not delaying response — units are often already being dispatched while you are still on the line.
5. Do not hang up unless the dispatcher tells you to or you are in danger.

If you cannot speak:

• Text to 911 is available in Harris County. Text your location and emergency to 911.
• If calling but cannot speak, stay on the line. The dispatcher will send help to your location.

Teach your children:

• Children should know their home address and how to dial 911.
• Practice with them: "What is your emergency? Where are you? What is your name?"

Emergency:

• 911 — police, fire, EMS

Non-emergency:

• HPD non-emergency: 713-884-3131
• 311 — city services
• 211 — social services referral

Other useful numbers:

• Poison Control: 1-800-222-1222
• Crisis mental health (Harris Center): 713-970-7000
• CenterPoint (power outages): 713-207-2222