911 Frequently Asked Questions
Helpful information about calling 911 and what happens when your emergency call reaches NMRECC.
Questions about calling 911?
The Northern Middlesex Regional Emergency Communications Center (NMRECC) is the primary Public Safety Answering Point for Dracut and Tewksbury.
Our emergency communications dispatchers answer 911 calls and coordinate police, fire, and emergency medical responses for both communities.
Below are answers to several common questions about calling 911, location information, accidental calls, and communicating with a dispatcher.
What you should know about 911
What should you do if you accidentally call 9-1-1?
If you call 9-1-1 by accident, please do not hang up. Wait on the line until your call is answered.
Explain to the dispatcher that it was an accidental call and that you have no emergency.
The dispatcher may ask you several questions to ascertain the situation and determine if your safety is at risk and you are unable to speak freely.
Can I use my Wi-Fi dialing mobile device to call 9-1-1?
Yes, but please note that if you use Wi-Fi dialing on your mobile phone to call 9-1-1, the billing address you have provided to your phone carrier is the address that will show up for the dispatcher on the NG9-1-1 system.
If you are not calling from the billing address you provided, the dispatcher will not receive your current location.
This is one of the reasons the dispatcher will always ask for your location to compare with what they see on their screens.
Can I use my VoIP phone to call 9-1-1?
Yes, but please note that if you use a mobile VoIP service such as MagicJack, the billing address you have provided to your phone carrier is the address that will show up for the dispatcher on the NG9-1-1 system.
If your home address ever changes, please remember to update your account with your new address to avoid your old address displaying for the dispatcher if you ever dial 9-1-1.
Can my old wireless device that no longer has an active service plan call 9-1-1?
Yes. This is referred to as an uninitialized phone.
Federal regulations require mobile phones to be capable of dialing 9-1-1 regardless of a subscription plan. This includes uninitialized phones.
Please use caution when allowing children to play with old wireless devices, as this can result in accidental 9-1-1 calls that tie up emergency resources.
Why does my iPhone often call 9-1-1 on its own?
Starting with iOS 11, iPhones are equipped with a feature called Emergency SOS that allows quick access to 9-1-1.
On an iPhone 8 or later version, the feature is activated if you press and hold the side button and one of the volume buttons on your device. On an iPhone 7, the feature can be activated by rapidly pressing the side or top button five times.
Unfortunately, it can be easy to activate these buttons by accident, including while a phone is in a pocket, purse, or cup holder. A child holding an iPhone may also activate the feature without realizing it.
One way to help reduce accidental activations is to make sure the Countdown Sound is enabled. This can provide an audible warning before the emergency call is placed.
If Emergency SOS is accidentally activated and the call is already ringing to 9-1-1, please remain on the line. Tell the dispatcher that the call was accidental and that you have no emergency.
If you disconnect before the call is answered, the dispatcher may need to spend time attempting to call you back to determine whether an emergency exists.
If I can't speak on the phone after dialing 9-1-1, what can I do?
If you're unable to communicate your emergency for any reason, you can indicate your need for help by pressing digits on your telephone's keypad.
Type of assistance needed
Answering questions
If you are able to communicate by text but cannot safely speak, you may also want to review our Text-to-911 information.
Learn more about emergency communications.
Additional resources are available about Text-to-911, supplemental emergency location technology, and other services available through NMRECC.