Public education and helping everyone, including kids, understand when to call
911 and what information to give us is a critical part of the 911 system. Every day 911
handles hundreds of calls that either are not emergencies, are emergencies, but
dispatchers are unable to get the information to best help the caller, or are people who
accidentally call 911, but hang-up instead of staying on the line. The best way to tackle
these struggles is by educating the public! This toolkit provides information to present to
children, primarily elementary age, to help them understand when to call 911 and what
information to provide.
Included in this toolkit is examples and handouts to help explain what 911 is and
other information about what we, as dispatchers, do. It also includes information that
can be placed into a folder and handed out to those attending the presentation. Also
included is information on how to explain to children how to access 911 from a cell
phone. As landlines become obsolete, it can be confusing for children to know how to
call 911 from a cell phone by pushing a button. This also helps children to recognize
what buttons to not push when playing on a cell phone.
You’ll also notice that some of the pictures are black and white. Feel free to provide
crayons or ask for crayons to be provided, so that way kids can interact even more with
the presentation by coloring in the different pictures throughout the folder information.
We’ve also included a 911 coloring sheet at the end of the toolkit.
This packet is a collaboration between Impact Dispatch and dispatcher Christina
Votipka
The Presentation
The following is an outline of the steps of a sample presentation regarding 911.
Feel free to follow it as is or re-arrange it to fit your agency’s needs and/or goals.
1. With the popularity of the show “Paw Patrol”, this can be an easy way to explain
to kids what dispatchers do when they call 911. Utilize handout 1 (or create
something similar, like a poster board version) to help kids understand our role.
This may also get them excited about the presentation. Don’t be afraid to look for
other shows or popular characters to help explain what 911 and dispatchers do.
You may also find videos on YouTube that explain it well.
a. In Paw Patrol when the citizens need help they call Ryder. Ryder then
selects which pup is the best fit for the job. This is what a dispatcher does
when someone calls 911. Sometimes they send more than one pup (type
of aid) depending on what’s going on.
2. Now is a good time to go over what an emergency is:
a. Ask the students if they know what an emergency is; then explain it so
everyone understands or elaborate on a student’s answer. Your agency
may also have a definition to use, if not, feel free to use the following: “An
emergency is when something bad is happening or someone is hurt, and
you need help right away.”
b. Ask the kids to give examples of what they think an emergency is and
then give examples of your own.
i. You may use the example of an unconscious person and explain to
kids that this is a person who got hurt and now they look like they’re
sleeping, but you can’t wake them up.
3. Introduce the 3 steps of 911 (Handout 2)
a. Decide if it’s an emergency
b. Decide if you’re safe
i. Go over examples of being safe and not safe with the children
c. Call 911
4. After discussing the three steps, you can also cover low and go, having a family
meeting spot, having a family safe word, and where a first aid kit is in the house.
5. Following these discussions, teach and/or make sure the kids understand how to
call 911 from a cell phone and landline. Go over how to dial 911 (from a cell
phone and landline) and how to utilize the “Emergency” button on both Apple and
Android cell phones. (Handout 3-5)
a. You can also pass out the handout that is a picture of landline and cell
phone and have kids tap the paper the practice and demonstrate calling
911
6. Play a game! This is a good time to do an activity to help review the first and
second steps, “is this an emergency” and “decide if you’re safe”.
a. Activity idea (Handout 6): Emergency or not an Emergency, give the
children situations and if it’s an emergency have them stand up, if not they
remain sitting. (Interactivity is a great tool to help kids better understand.)
After determining that it’s an emergency, ask the children if they are safe.
If they’re not, such as with a house fire, walk them through getting to a
safe place and then calling 911.
7. Calling 911
a. Location is the most important piece of information, so we can get help to
people. Go over with the children what to say when a dispatcher asks
them where they are. Remind them they need to say an address or a
business name and to be very specific. You can also go over describing
their house. Do they have a blue door or a green roof? What does their
front yard look like?
i. Ask the kids if they had to call 911 right now and the dispatcher
asked them where they are, what would they say? Help them refine
their answers to be specific and easy to find and to help understand
about giving their location.
b. Ask kids what they should do if they accidentally call 911. After giving
them a moment to answer, remind them to stay on the line or give the
phone to a parent so they can tell the dispatcher it was an accident and to
not just hang up.
c. At this point you may want to hand out the folders or just the emergency
sheet (if the folders will be too big of distraction depending on the age
group). Explain to them that they will want to work with their parents on
filling out the information.
d. Depending on what else you want to cover this may be a good time to let
the kids color on the information sheet and informally ask questions to
review what you’ve covered.
8. Hand out the folders, if you haven’t already, and explain that these are for the
kids’ parents and they should take them home and give them to them. (For
younger age groups you may give the folders to the teacher/caregiver and have
them put in bookbags or hand out to parents when they pick up the kids.)
9. Once you’ve completed the presentation it can be a great time to let the kids ask
questions or even ask them to write questions that you and your coworkers can
write answers too and send back later.
All Paw Patrol images ©Nickelodeon
Handout 3
Calling 911 on an Android Phone
Look for the “lock”
picture and tap it.
Look for the word
“Emergency” on the
screen. Press this to
get to where you can
dial 911.
Handout 4
Calling 911 on an iPhone
1. Swipe Up on
the screen to get
this key pad.
2. Find where it
says
“Emergency” to
get to where you
can dial 911
Handout 5
Practicing dialing 911
1
2
4
3
5
7
6
*
8
9
0
#
Handout 6
“Emergency or not an emergency?” Examples
1. Your mom trips down the stairs. You see her lying on the floor and try to talk to
her, but she doesn’t answer.
a. Is this an emergency?
b. If yes, are you in a safe place to call 911?
2. You want to ride your bike, but when you look for where you left it in your yard,
it’s not there.
a. Is this an emergency?
b. If it’s not an emergency what could you do about it?
3. You smell smoke coming from your living room and you see the curtains are on
fire and you see flames.
a. Is this an emergency?
b. If yes, are you in a safe place to call 911? If no, where should you go?
4. You fall while playing tag and now your knee hurts and there’s a little blood on it?
a. Is this an emergency?
b. If it’s not an emergency, what could you do about it?
5. Your mom went next door to feed the neighbor’s dog and you are home alone.
You see a man you don’t know sneak in the window downstairs, where you are.
a. Is this an emergency?
b. If yes, are you in a safe place to call 911? If no, where could you go to get
safe and call?
6. Your math homework is really hard, and your parents are busy and can’t help
you right now.
a. Is this an emergency?
b. If no, what else could you do about it?
7. Your grandma normally makes you breakfast, but when you wake up you see
that she’s still sleeping. You try to wake her up and yell her name, but she won’t
answer or wake up.
a. Is this an emergency?
b. If yes, are you in a safe place to call 911?
The following pages are to be used for the 911 information
packet/folder that is given to each child during or after the
presentation. Place the address and phone number sheet on the
outside and all other pages on the inside of the folder/packet. You may
also want to include the “3 Steps for calling 911” & dialing practice
handouts in these folders.
Parents or Guardians,
Today your child learned about calling 911 during an emergency. This folder will help
emergency responders in case something happens, and you are not able to provide the
information. Keep it in plain sight in a location every family member in your house can
reach and make sure they know where it is. Work with your child to fill in the information
and help them understand what it means.
You may notice that the medications page is longer than others; this is so that you can
update it as needed. It can also be helpful to list the dosage along with the name. It is
also recommended to request a second copy or make a copy of your insurance cards to
keep in this folder.
If you have a gate code for your house or door code for an apartment building, please
write it on the cover sheet and tell your child what it is for.
Be sure to include to draw and review your family’s evacuation plan with your children.
You may also want to practice it from time to time to help them remember.
In case of emergency:
Our Address:
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Dad’s Name & Phone Number:
______________________________________________________________________________
______________________________________________________________________________
Mom’s Name & Phone Number:
______________________________________________________________________________
______________________________________________________________________________
_____________’s Phone Number:
______________________________________________________________________________
______________________________________________________________________________
_____________’s Phone Number:
______________________________________________________________________________
______________________________________________________________________________
(Make sure to put this paper in a place everyone can see and get to in case of an emergency or
leave on the front of the folder)
Our Primary Doctor is ______________. Their phone number is _______________.
Our Pediatrician is ________________. Their phone number is ________________.
Another emergency contact for our family is _________________. Their number is
_______________.
Medications:
Person
Medication
Dosage
Allergies:
Person
Allergy
Medical Conditions:
Person
Condition
Our Evacuation Safety Plan
(Use this sheet to draw a picture of where your family should go and meet in case of an
emergency where they must leave the house.)
