Call or text 911 whenever someone is seriously ill or injured, or whenever you are not sure. You never need to be certain it is serious before you call.
This article covers what to ask a person who is awake, which signs mean 911, what to do if they are not responding, and which phone number fits which problem.
What should I ask a person who is awake?
A responsive person can tell you what is wrong. Ask before you touch, and keep asking as you go:
- What happened?
- Do you take any medicine?
- Do you have any medical conditions?
- Where does it hurt?
While you talk, check three things. Are they alert and making sense? How are they breathing? Do you see any injuries or medical jewelry, such as a bracelet or necklace?
With a young child, a parent or the child’s emergency forms may answer the medicine and condition questions faster than the child can.
When should I call or text 911?
Call or text 911 right away if the person has any of these:
- Heavy bleeding
- Confusion
- Trouble breathing
- Severe allergic reaction
- Serious injury or burn
- Chest pain or pressure
- Stroke signs
- First-time seizure
- Can’t move a body part
- Pregnant with belly pain
- Thoughts of suicide
Treat this list as a starting point, not a complete list. Heart attack pain is often described as pressure, squeezing, or fullness rather than sharp pain, so “chest pressure” counts. See heart attack signs and stroke signs for more.
What if the person is not responding?
Call 911, get an AED, and check breathing by scanning the chest for 5 to 10 seconds. Then follow one of two paths.
Breathing normally:
- No injury? Roll them onto their side into the recovery position.
- Suspect an overdose? Give Narcan.
- Control any bleeding.
- Stay with them and keep checking their breathing.
Not breathing, or only gasping:
- Start CPR now. Not sure? Start anyway.
- Use the AED as soon as it arrives.
- Suspect an overdose? Give Narcan, but do not stop CPR.
Gasping is not breathing. Our guides on how to do CPR and how to use Narcan cover those steps.
How do I put someone in the recovery position?
Use the recovery position for someone who is unresponsive, breathing normally, and not injured. It helps keep the airway open and lets vomit drain out of the mouth.
- Roll the person onto their side.
- Bend the top knee for stability.
- Rest their head on their hand so the airway stays open.
- Keep checking their breathing and responsiveness until EMS arrives.
Do not use it if you suspect a head, neck, or spine injury, unless you have to leave them or they are vomiting.
What will the 911 dispatcher ask?
Be ready to give the exact location, what happened, and whether the person is responding and breathing. Put your phone on speaker so your hands are free, and stay on the line until the dispatcher tells you to hang up.
Send someone to meet EMS at the door or parking lot. In a large school, church, or campus, this can save real time.
Know your workplace details before you need them. Do you dial 9 or 0 for an outside line? Is there an internal emergency number? Where is the nearest AED?
Can I text 911 in Arizona?
Yes. Text-to-911 is available in every Arizona county. It is meant for times when calling is not safe or possible, such as a threat nearby, or a caller who cannot speak or hear.
When you can call, call. A voice call is still faster.
How long does it take for EMS to arrive?
Research on U.S. response times found a median of about 7 minutes nationally and about 13 minutes in rural areas, with some rural waits near 30 minutes. That gap is why what you do before EMS arrives matters so much.
Poison Control, 988, and 911 are not the same line
Each number has its own job. Save all three in your phone.
- 911 is for anyone seriously ill, injured, or in immediate danger. When in doubt, call 911.
- Poison Control, 1-800-222-1222, answers 24/7. Arizona has two poison centers, Banner in Phoenix and the Arizona Poison and Drug Information Center in Tucson, and both answer at that number. For a poisoning, call 911 first, then Poison Control. For a scorpion or spider sting without serious symptoms, call Poison Control for advice.
- 988, the Suicide and Crisis Lifeline, takes calls and texts. It is the right number for a person in distress who is not in immediate danger. If they are in immediate danger, call 911. Either way, stay with the person.
- Animal Poison Control, 888-426-4435, is for pets.
For more on poisons and stings, see poisoning first aid.
This article is general education. It does not replace hands-on CPR and first aid training, where you practice these skills with an instructor.
How LP Health Directions can help
- CPR and First Aid classes at our Phoenix and Tucson Training Sites.
- On-site Group Training for daycares, schools, churches, and workplaces, including practice with your own building’s layout.
- First Aid Solutions and AED Solutions so the kit and AED are ready when someone runs to get them.
- Ready to train? Book a class or contact us.
Sources
- Arizona 9-1-1 Program, Text-to-911
- Mell HK et al., Emergency Medical Services Response Times in Rural, Suburban, and Urban Areas, JAMA Surgery, 2017
- HRSA, Poison Help
- Banner Health, Poison and Drug Information Center
- Arizona Poison and Drug Information Center, About Us
- 988 Suicide and Crisis Lifeline
- American Heart Association, 2025 Guidelines for CPR and Emergency Cardiovascular Care
Reviewed September 28, 2026. This article provides general education and does not replace first aid and CPR training, medical advice, or 911 guidance.