Frequently Asked Questions
Why do I get a recording when I call 9-1-1?
At times, large visible incidents result in multiple calls from the same location, such as crashes on a busy roadway or a fire in a busy neighborhood. If all available Public Safety Telecommunicators are busy speaking with other callers, you will receive a recording announcement encouraging you to stay on the line. Your call will be answered by the next available call-taker. Do not hang up! All 9-1-1 calls must be answered or called back to ensure everyone is receiving help.
When I call 3-1-1, I have to wait sometimes for a call taker to answer. Why?
Public Safety Telecommunicators answer 9-1-1 and non-emergency calls every day. We prioritize 9-1-1 calls first, then law enforcement, fire, and medical alarms, followed by non-emergency calls. Call volumes can spike at any time, which impact non-emergency call answer times. Those who don’t want to wait can request non-emergency responses via hub.Nashville.gov or the hubNashville smart phone app. Online requests are monitored 24/7/365 and dispatched the same as those received from a voice call.
When should I call 9-1-1 verses 3-1-1?
9-1-1 should only be used when there is a life-threatening or in-progress emergency. This could be law enforcement, fire, medical, or mental health concern. If there is any danger to someone’s life or situation, or a threat or crime is in progress, call 9-1-1.
Calling 3-1-1 or submitting a concern via hub.Nashville.gov or the hubNashville smart phone app should be used for any situation that is not life-threatening.
How can I commend your agency or its employees?
Thank you for your positive feedback. Please email [email protected] or call them at 615-401-6222 and give them the details of your commendation.
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 concern, you may contact the DEC Support Section by phone at 615-401-6222 or by e-mail at [email protected]. Your concern will be investigated and someone will contact you with the results.
If I need to get traffic information, who do I call?
You can contact the Traffic Division of the Metro Nashville Police Department online.
Visit the Metro Nashville Police Department Traffic Division
How do I share specific personal information about myself or my family with 9-1-1?
You can share specific information about yourself or those who live with you with Public Safety Telecommunicators when you call. We partner with two providers to collect and share information like your name, age, image, and health concerns for those who live with you, or the vehicles you use often. This information is only shared when a caller places a call to 9-1-1 and remains available for a short duration following the call. Sign up or learn more at Smart911.com or EmergencyProfile.org