When Should You Call 911 vs. Your Fire Department’s Non-Emergency Number?

Knowing which number to call can save valuable time during an emergency while helping keep 911 lines available for people who need immediate assistance.

The general rule is straightforward:

Call 911 when there is an immediate or potentially immediate threat to a person, property or the surrounding community. Use your fire department’s non-emergency number when you need information, records, inspections, permits or another service that does not require an urgent response.

The National 911 Program defines an emergency as a situation requiring immediate assistance from police, the fire department or an ambulance.

When You Should Call 911

Call 911 whenever firefighters, emergency medical personnel or other first responders may be needed immediately.

Situations that should generally be reported through 911 include:

• A house, apartment, business or vehicle fire
• Smoke coming from a building or an unknown location
• A smoke alarm sounding when you cannot identify the cause
• A carbon monoxide alarm sounding
• Someone trapped inside a building, vehicle or confined space
• A serious injury or medical emergency
• A traffic accident involving injuries, fire or leaking fuel
• A suspected natural gas or propane leak
• Downed electrical lines that are sparking, smoking or creating a hazard
• An explosion
• A hazardous chemical spill
• Serious burns or possible smoke inhalation
• Any immediate threat to a person or property

You do not need to know exactly what is happening before calling. Tell the dispatcher what you see, hear or smell and allow trained emergency personnel to determine the appropriate response.

Call 911 When You Are Unsure About a Possible Emergency

Some dangerous situations are not immediately obvious.

Smoke may be coming from a hidden electrical fire. An unusual odor could indicate leaking gas. A carbon monoxide alarm may be warning of a dangerous condition that cannot be seen or smelled.

Do not delay calling because you are worried that the situation might turn out to be harmless. When you reasonably believe an emergency may exist, move to a safe location and call 911.

Describe the situation honestly. The dispatcher will ask questions and decide which emergency resources are needed.

Do Not Call the Fire Station Directly During an Active Emergency

Calling the closest fire station may seem faster, but it can delay help.

Firefighters may already be responding to another call, attending training, inspecting a building or performing other duties away from the station. The station you call may also not have the closest available emergency unit.

The 911 system is designed to identify your location, collect essential information and dispatch the appropriate available responders.

For an active fire, medical emergency, gas leak, carbon monoxide alarm or other immediate threat, call 911 rather than relying on a fire station’s administrative telephone number.

When to Call the Fire Department’s Non-Emergency Number

A non-emergency or administrative number is appropriate when there is no immediate danger and an urgent response is not required.

Depending on the services offered by your local department, you might use its non-emergency number for:

• Scheduling a routine fire inspection
• Requesting a fire or incident report
• Asking questions about fire codes
• Obtaining information about burn permits
• Scheduling a fire station tour
• Requesting a firefighter visit for a school or community event
• Asking about smoke alarm installation programs
• Finding fire extinguisher or CPR classes
• Asking about volunteer firefighter opportunities
• Requesting public fire-safety materials
• Discussing business occupancy or inspection requirements
• Asking general questions about department services
• Reporting incorrect department contact information

The U.S. Fire Administration, for example, recommends contacting a local fire department’s non-emergency number to ask about smoke alarm installation assistance.

Services and contact procedures vary by community. Some areas have a dedicated fire department office number, while others use a shared public-safety non-emergency line or a 311 service.

Non-Emergency Does Not Mean Unimportant

A non-emergency matter can still be important. The difference is whether the situation requires an immediate response.

For example:

A business owner who wants to schedule a routine fire inspection should call the department’s administrative number.

A business owner who sees smoke coming from an electrical room should evacuate and call 911.

A homeowner who wants information about replacing an expired smoke alarm can use the non-emergency number.

A homeowner whose smoke alarm is sounding and who cannot identify the cause should leave the home and call 911.

The deciding factor is whether waiting could put people or property in danger.

A Simple Three-Question Test

When you are unsure which number to call, ask yourself these three questions.

Is someone in immediate danger?

Call 911 if someone is injured, trapped, unable to breathe or exposed to fire, smoke, gas, electricity or another serious hazard.

Could the situation become dangerous quickly?

Call 911 for smoke, active fire, electrical arcing, gas odors, chemical spills, explosions or carbon monoxide alarms.

Am I requesting information or a scheduled service?

Use the non-emergency number for reports, permits, inspections, station tours, training programs and general questions.

When you genuinely believe an emergency may exist, call 911.

What Information Should You Give the 911 Dispatcher?

Remain as calm as possible and listen carefully to the dispatcher.

Be prepared to provide:

• The exact location of the emergency
• The street address
• The apartment, suite or room number
• A nearby intersection or landmark
• The phone number from which you are calling
• The type of emergency
• What you can see, smell or hear
• Whether anyone is injured, missing or trapped
• Any hazards responders should know about
• A description of the fire, smoke or medical symptoms

The dispatcher may continue asking questions after emergency units have been notified. These questions help responders receive accurate and updated information.

Many 911 centers can also provide instructions for first aid, CPR or other immediate actions while help is on the way. Do not hang up until the call-taker tells you to do so.

What Should You Do if You Accidentally Call 911?

Do not hang up.

Stay on the line and tell the dispatcher that the call was accidental. Hanging up may cause the dispatcher to believe an emergency is taking place, which could lead to a callback or responders being sent to your location.

The National 911 Program advises accidental callers to remain connected and explain what happened.

Can You Text 911?

Text-to-911 service is available in many communities, but availability varies by location.

A voice call is generally the best option when you can speak safely. Texting may be useful when:

• Speaking could place you in danger
• You have a hearing or speech disability
• Cellular voice service is unavailable, but texting works
• The surrounding noise makes a voice conversation impossible

The National 911 Program recommends calling when you can and texting when you cannot. When text-to-911 is unavailable, your wireless provider should send a message telling you the text was not delivered.

Should You Call 911 When a Smoke Alarm Sounds?

Treat an unexplained full smoke alarm seriously.

If you see smoke, smell something burning or cannot quickly confirm that the alarm was caused by ordinary cooking or steam, get everyone outside and call 911 from a safe location.

Do not remove the battery simply to silence the alarm.

A short, periodic chirp may indicate a low battery, expired alarm or maintenance problem. When you are certain it is only a maintenance chirp and there are no signs of fire, follow the manufacturer’s instructions or contact your fire department through its non-emergency number.

If you are uncertain whether you are hearing a maintenance chirp or an actual alarm, leave the building and call 911.

Should You Call 911 When a Carbon Monoxide Alarm Sounds?

Yes. Move everyone to fresh air and call 911 from outside or another safe location.

Carbon monoxide cannot be seen or smelled, and people inside the building may experience headaches, dizziness, weakness, nausea, confusion or loss of consciousness.

Do not remain inside attempting to find the source, and do not reenter the building until emergency personnel say it is safe.

Should You Call 911 if You Smell Natural Gas?

Leave the area immediately and call 911 from a safe distance.

Do not switch lights or appliances on or off. Do not use anything that could create a flame or spark while you are still inside the building.

You may also need to contact the local gas utility, but emergency services should be notified when there is an active gas odor or suspected leak creating an immediate hazard.

How to Find Your Fire Department’s Non-Emergency Number

Do not call 911 simply to ask for the non-emergency number. The National 911 Program specifically advises against doing so.

Instead, you can:

Search Call The Fire Dept by state, city or ZIP code, then look for the "Non-emergency phone" label on your department's listing. Visit the fire department’s official website. Check your city or county government website. Determine whether your community uses 311. Save the verified number in your phone.

A fire department’s administrative office number may be different from the local public-safety non-emergency dispatch number. Administrative offices may only answer during normal business hours.

Frequently Asked Questions Should I call 911 if I smell smoke but cannot see a fire?

Yes, especially when the source is unknown or the smell appears to be coming from inside a building. Leave the area and call from a safe location.

Can I call the fire department about a burn permit?

Yes, but use the department’s non-emergency or administrative number. Burn permits may also be handled by a local fire marshal, forestry agency, city or county government.

Can I call a nearby fire station during an emergency?

Use 911. The nearby station may be empty, unavailable or not assigned to respond to your location. Dispatchers can send the closest appropriate available units.

Will I get in trouble if the situation is not actually an emergency?

You should never knowingly misuse 911 or make a false report. However, you should not avoid calling when you genuinely believe someone may be in danger. Explain what you are observing and let the dispatcher determine the appropriate response.

Can I use the non-emergency number to request an incident report?

Usually, yes. The department or local emergency communications center can explain its records request process. Availability, fees and retention requirements vary by jurisdiction.

The Bottom Line

Call 911 whenever there is an active or possible emergency involving fire, smoke, carbon monoxide, hazardous materials, serious injuries or an immediate threat to people or property.

Use your local fire department’s non-emergency or administrative number for inspections, permits, reports, tours, public education programs, training opportunities and general questions.

During an emergency, do not rely on calling a fire station directly. Calling 911 is the safest way to connect with the emergency dispatch system and get the appropriate responders sent to your location.

Need to locate a department? Search Call The Fire Dept to find fire department contact information by state, city or ZIP code.