Calling 999

Prepare in Advance (If Possible)

Keep a list of key information: Write down or store important details such as:

• Your name

• Your address

• A brief description of your condition (e.g., autism, ADHD, mental health problems)

• Any medical conditions, medications, or allergies

• Emergency contacts (family, friends, or support workers)

Practice what you might say: If possible, rehearse key information like your location or your symptoms. This can reduce anxiety during a real emergency.

Call 999

• Pick up your phone and dial 999.

• The operator will ask what service you need (police, ambulance, fire, or other).

• Answer calmly with the service you need (e.g., “Ambulance” or “Police”).

Describe the Situation (if possible)

Try to explain what’s happening clearly. Keep it simple:

• “I’m struggling with [e.g., panic, distress, medical issue],” if you can.

• If you have difficulty speaking or organising thoughts, don’t worry. Just keep trying. If you can’t speak, they may ask you to press keys on your phone (e.g., press 5 if you can hear me).

If Communication is Difficult

Use written communication (if applicable): Some phones have a text feature for emergency services. If you can't speak, text 999.

• In some areas, you can register for Text 999 in advance, so the emergency services know to expect texts.

• If you’re unable to text, try typing on the phone screen if possible, and they will respond to what you type.

Stay Calm and Patient

• If you are struggling to express yourself, don’t panic. Emergency operators are trained to stay calm and patient with callers.

• Take your time if needed. If it’s hard to communicate, they may ask questions to help guide the conversation. Answer as clearly as you can.

• If you don’t understand their questions or need time, say: “Can you repeat that?” or “I need a moment.”

Offer Information About Your Condition

• If you have difficulty processing information or need extra help, you can say:

  • “I have ______ and it’s hard for me to explain things quickly” or

  • “I have ______ and might need a moment to focus.”

• This can help the operator understand that it might take longer for you to respond.

Follow Instructions

• The operator may give you specific instructions (e.g., “stay on the line,” “move to a safer place,” etc.).

• If it’s hard to follow these steps, let them know. You can say, “Can you guide me step-by-step?” or “I’m having trouble with this.”

Stay on the Line

• Stay on the line until the operator says it’s okay to hang up, or until help arrives.

• If you cannot speak but can hear them, try to let them know you’re still there (e.g., by pressing the phone buttons to indicate that you're listening).

After the Call

• If possible, have a family member, friend, or caregiver call or assist you with any follow-up actions once the emergency has been dealt with.

• If you are left feeling confused, try writing down what happened after the situation to help you process it.

Final Thoughts

• Tell someone you trust: If possible, have a friend or family member with you who can help communicate with emergency services.

• Emergency Plan: If you often need to make emergency calls, create a specific emergency plan with your support network, so they know how to assist.

• Emergency Apps: There are apps that allow you to alert emergency services by pressing a button, and some apps are designed to help with communication in emergencies.

Remember, the emergency operator’s goal is to help you, and they’re trained to handle all types of situations, including communication challenges. You are not alone in this!