FAQ

Call 911 for emergencies that require immediate police, fire, or medical response, including: 

• Crimes in progress 

• Fires or explosions 

• Serious injuries or medical emergencies 

• Situations where someone’s life or safety is at risk 

If you’re unsure, call anyway—dispatchers will help determine the right response. 

Do not call 911 for: 

• Non-emergency police matters (noise complaints, minor past incidents) 

• General information or directions 

• Power outages or utility issues (unless there is immediate danger) 

➡️ Use the non-emergency number: 615-451-3838 

Yes! 

• Text 911 if you cannot safely make a voice call 

• Include: 

• Your location 

• Nature of the emergency 

• Keep messages brief and clear 

• Landlines: Automatically show your address 

• Cell phones: Provide approximate location via GPS and towers 

• VoIP phones: May require registration of your address 

Always be ready to confirm your location verbally. The dispatcher may confirm your location more than once.  

1. Your call is answered by a trained dispatcher 
2. You’ll be asked
   1. Location
   2. What happened
   3. Details about people involved
   4. Other relevant questions to ensure we send the right resources to the right place
3. Help is dispatched while you’re still on the line (if needed) 

Tennessee 911 Call Flow:  https://www.youtube.com/watch?v=SMWmC2R4mQQ 

Stay on the line until told to hang up 

We are not delaying help—we are: 

• Determining the correct response 

• Providing critical info to responders 

• Giving you instructions (CPR, safety steps, etc.) 

Do not hang up. 

• Stay on the line and tell the dispatcher it was accidental 

• Hanging up only creates delays 

Yes. Teach children: 

• When to call (real emergencies only) 

• Their home address 

• How to stay calm and answer questions 

• Our center has access to language translation services with whom you may be connected 

• Tell the dispatcher what language you speak 

• TTY/TDD services available  

• Text-to-911  

• Relay services can assist 

• Follow dispatcher instructions 

• Stay in a safe location 

• Make yourself visible if safe (lights on, door unlocked if instructed) 

Different agencies may respond depending on the situation: 

• Police, fire, EMS often respond together for safety and efficiency 

• All records requests should be initiated through the Sumner County Law Director’s office  https://sumnercountytn.gov/public-records-request/ 

• Availability may depend on state law and investigation status 

• Tennessee 911 Call Flow https://www.youtube.com/watch?v=SMWmC2R4mQQ 

• Allows enhanced location accuracy 

• Supports text, images, and other data (where available) 

Misuse can delay help for real emergencies. Examples: 

• Prank calls 

• Allowing children to play with old phones. Cell phones with no service plan may still have the ability to call 911 

• Repeated hang-ups 

• Calling for non-emergency services 

Misuse of 911 can result in a criminal charge

• 615-451-3838 

Use this for situations that do not require immediate response 

• Sumner County, TN except the city limits of White House 

• City limits of Portland and Millersville that extend into Robertson County, TN 

• Yes! Contact us through our website to schedule a tour.