When most people hear the number 911, they know it means help is on the way. But what many don’t always know is what kinds of calls should go to 911 and which ones should not. Part of keeping our emergency system strong is making sure people understand how and when to use it. This isn’t just about convenience, it’s about making sure that life-threatening emergencies get the fastest possible response and that our telecommunicators can focus on those critical calls without being tied up on something that should have gone to the non-emergency line.

The first and most important thing to know is simple: call 911 when there is an immediate threat to life, health, or property. That could be a medical emergency, a fire, a crime in progress, or anything where time is critical and seconds matter. Examples include a house fire, a serious car crash with injuries, someone not breathing, a burglary in progress, or a violent situation where police need to be dispatched right away. In these moments, 911 is your direct lifeline to trained telecommunicators who will guide you through what to do next while sending help at the same time.

But not everything that happens in our lives, even the upsetting or inconvenient moments, is a 911 emergency. This is where the non-emergency line comes in. In Marshall County, the non-emergency number is 641-754-5725, and it is an important tool for keeping our emergency system running efficiently. The non-emergency number is for things like reporting a minor traffic accident where there are no injuries, asking about non-emergency issues, following up on a previous report, or calling in information about suspicious activity that isn’t actively happening in the moment. Using the non-emergency line in these cases allows our 911 telecommunicators to focus on the calls where lives are on the line.

Let’s consider a few real-world examples. Suppose you wake up in the middle of the night and hear glass breaking in your kitchen. You know someone is trying to break in. That is a 911 call. Time is critical, you may be in danger, and police need to be on their way immediately. Now imagine instead that you come home from work and find that your garage was broken into earlier in the day, but the suspect is long gone. That situation is still important, but it is not a 911 emergency. The right call in that case would be to the non-emergency number to report what happened and get an officer to take a report.

Here’s another example: you’re driving and see a car swerve across lanes, nearly hitting another vehicle, and you suspect the driver may be intoxicated. That is a 911 call, NOT a 911 Text, because lives could be at risk if that driver isn’t stopped. Now let’s say your car was hit in a parking lot and the other driver left a note with their insurance information. That is frustrating, but it is not a 911 emergency. That situation belongs on the non-emergency line.

Medical examples are just as important. If someone collapses and is not breathing, that is absolutely a 911 call. Our telecommunicators are trained to walk callers through CPR until EMS arrives, and those seconds can mean everything. On the other hand, if you need a refill on a prescription or have a routine medical question, that is not what 911 is for. Those calls should go to your doctor, pharmacy, or non-emergency resources.

Why does this distinction matter so much? Because every call that comes into 911 is answered in the order it arrives, and while our telecommunicators are highly skilled at juggling multiple emergencies at once, tying up lines with non-emergencies could delay critical response for someone else in a life-or-death situation. In public safety, seconds really do matter, and part of protecting our community is making sure 911 is available when those seconds count the most.

At the same time, it is also important to know that people should never hesitate to call 911 if they truly believe they are in danger or facing an emergency. Sometimes people worry about “bothering” 911 or second-guess whether something is really urgent enough. Our philosophy is clear: if you think it’s an emergency, call. Our telecommunicators would rather answer a call and determine that it isn’t life-threatening than risk someone hesitating when time is critical.

In Marshall County, our 911 Communications Specialists train constantly to handle a wide variety of calls. They are prepared for the worst, from active shooter events to natural disasters to major traffic accidents, but they also handle the everyday emergencies that make up the majority of our call volume. Each call, no matter how routine it may sound, is treated with professionalism, care, and urgency. And while they are ready to walk you through CPR or give instructions on how to control bleeding, they are also ready to listen, calm a panicked caller, and provide reassurance in moments of fear.

As our community continues to grow, so do the number and types of calls we receive. Growth brings more traffic, more medical emergencies, and more day-to-day situations where residents rely on us for help. This is why public education is such a key part of what we do. Teaching the difference between 911 and the non-emergency number is part of making sure our system stays strong and effective. When residents know how to use these resources appropriately, the whole community benefits.

At its heart, 911 education is about partnership. It’s about the public and the telecommunicators working together to keep Marshall County safe. When you call 911, you’re not just speaking into a phone, you are connecting with a trained professional whose job is to bring calm to chaos and to send help as quickly as possible. When you call the non-emergency number, you are still speaking with someone dedicated to solving your problem, but you’re also helping ensure that the emergency lines stay clear for those whose lives depend on it.

As Director, I cannot emphasize enough how proud I am of our team here in Marshall County. They are dedicated, compassionate, and skilled professionals who show up day and night, ready to answer the call. They are rarely seen but always heard, and their voices are often the first source of comfort in moments of fear. They are the backbone of our emergency response system, and their work keeps not just our responders safe, but our entire community.

The message I want to leave with is simple: call 911 when there is an emergency, call 641-754-5725 when it isn’t. By working together, by using these numbers wisely, and by supporting the professionals behind the headset, we ensure that Marshall County remains prepared, resilient, and strong. Because at the end of the day, 911 is not just about numbers, it’s about people, about community, and about saving lives. And in Marshall County, we are proud to say: we are Marshall County Strong.

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Rhonda Braudis, RPL/CPE, is the Marshall County 911 Communications director.