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 use the link below or call 615-401-6222 and share 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 keep your emergency information updated on your smartphone. iPhone users can set up Medical ID in the Health app and enable "Share During Emergency Call." Android users can add medical information under Settings > Safety & Emergency. Please note: Receipt of this information by our Telecommunicators is not guaranteed and may vary by device and carrier.