Emergency Communications Center

9-1-1 Frequently Asked Questions

When should I call 9-1-1 vs. 862-8600?
9-1-1 should only be used when there is a life-threatening emergency. This could be medical, fire or police. If there is any danger to someone’s life or situation where the person causing the problem is still around, call 9-1-1. It is best in all medical situations to use 9-1-1.

862-8600 is used for “urgency without emergency.” This can be anything other than a life-threatening situation. Use this number when your car has been broken into, an accident without injuries, or for general questions.
Why do I get a recording when I call 9-1-1?
The 9-1-1 system works on an automatic call distribution (ACD) environment. This means that 9-1-1 calls always take priority over non-emergency calls and that the call is sent to the first available calltaker. If all calltakers are on other calls, you will receive the recording letting you know you did reach 9-1-1 and to stay on the line. If you hang up, the call will remain in the queue to be answered and the calltaker will still have to call back to determine what’s wrong.
Why do they ask so many questions?
The calltakers ask questions based on protocols that help determine what’s wrong and how many responders need to go. The questions that are asked are to protect the public and the first responders. Remember, the calltakers work on a Computer Aided Dispatch (CAD) system and while they are questioning you, they are also entering the information for the dispatcher who is actually the one sending the first responders to you. By answering questions concerning medical conditions or suspect information, you may be able to provide the information needed to get the best response possible.

In the case of medical calls, calltakers ask very specific questions that allow them to provide pre-arrival instructions, like talking you through CPR, that may help save a life until the first responders arrive.
When I call 862-8600, I have to wait sometimes for a call taker to answer. Why?
Employees at the Emergency Communications Center are responsible for answering 9-1-1 and non-emergency 862-8600 calls daily. However, there is a clear focus on answering 9-1-1 calls first. With this in mind, citizens should be aware that significant wait times can occur on the 8600 line at anytime.

Citizens should not hang up and dial 9-1-1 if you cannot get through on the 862-8600 lines. 9-1-1 should only be used when there is a life-threatening emergency. If the call is not an emergency situation, the caller will be asked to hang up and call 862-8600.

The 862-8600 lines are available to report a non-emergency situation where police response is requested. This can include reporting a minor traffic accident with no injuries, when a person discovers their car has been broken into, reporting a suspicious person in a neighborhood, and other non-emergency Police and Fire Department matters. An easy way to remember when to use 862-8600 is to think “urgency without emergency.”

Citizens seeking general information or a Metro department phone number should contact Metro Customer Service at 3-1-1 during regular business hours. Metro Customer Service agents can provide fast answers about Metro agencies, their functions and what number to call for assistance.
Who do I call if I feel I didn’t receive appropriate assistance?
We are striving to ensure all employees provide professional assistance to all callers. If you have a complaint, you may contact the ECC Support Section by phone at (615) 401-6222 or by e-mail at eccsupport@nashville.gov. Your complaint will be investigated and someone will contact you with the results.