In an emergency, knowing what to do can keep you focused, calm and brave—and you'll be better able to help emergency responders. Review this information with everyone in your household—including children who are old enough to use a phone properly—and seniors.

What to do right now

Being prepared is one of the first steps you should take. That includes creating an emergency plan for the entire family so that everyone knows what to do. You should also:

• Keep a list of emergency numbers (including 9-1-1, poison control, family doctor) by the phone.
• Keep a card with your complete address by the phone—including major intersection, apartment number and access/entry code (if applicable), or township and name of road if you live in a rural area. Rural dwellers (if you live on a rural route, for example) should also ensure that your county-assigned fire or emergency number posted at the end of your driveway is clearly visible so that emergency crews can find you.
• Consider taking a first-aid course through either the Canadian Red Cross or St. John's Ambulance. Search for "red cross," "ambulance" or "first aid" in the Find support section to get information on a course near you. Also, read Must-have first aid items for advice from a pharmacist.

When an emergency strikes

It's important that you and your family know what constitutes an actual emergency and then know what to do when calling 9-1-1.

• Recognize a true emergency. Call 9-1-1 to report a fire, a crime in progress, or if someone is experiencing a medical emergency (including choking, breathing problems, bleeding, drowning, electrocution, vomiting blood, drug overdose or poisoning, fainting/unconsciousness, convulsions/seizures, major burns, severe allergic reactions, or if someone has been in an accident, fall, fight or other traumatic incident). While you should not use 9-1-1 for medical advice, if you think it may be serious, call 9-1-1 and the operator will determine what to do.
• Do not move an injured person. If you feel that they are in danger, tell the 9-1-1 operator and get instructions. Also, reassure the patient that help is on the way.
• Speak as clearly and slowly as you can. If you have a choice, use a landline rather than a cell phone since the call can be traced more easily if needed. Take a deep breath and tell the operator the exact address where the emergency is occurring. If you don't know it, give the nearest major intersection and phone number you are calling from.
• Answer all questions—honestly. The operator will ask you specific questions, which will help the emergency team that has been dispatched and on the way. Listen carefully and try to answer every question. This does not slow down the response time. And be honest—even if drugs or alcohol are involved. Stay on the line until the operator tells you to hang up.
• Ask for a language you understand. If someone in your household does not speak English or French, you may have access to help in other languages (depending on where you live). When calling 9-1-1, state the preferred language and, if available, a translator will provide assistance.
• Involve others in helping. If other people are around, have them clear the area around the patient, meet the emergency responders and turn on the outside house lights if it's dark. If there are pets, put them safely out of the way.

If you have children

If you're a parent, involve your children in preparing for an emergency.

• Talk to your children about emergencies and 9-1-1. Do not refer to it as "nine-eleven" as children may try to look for the 11 button on the phone. Make certain that they know it isn't a game; rather, it's for when something serious or scary happens. Give them examples such as when an adult can't wake up, a fire happens or there's a stranger in the house.
• Explain the process. Teach your child to stay on the line and talk to the operator and to say their first and last name clearly. Your address, too, if they know it. Stress that they must not guess or make things up when the 9-1-1 operator asks them a question, and that it's okay if they don't know the answer. Tell them that while they may be scared, good people—like paramedics, police officers and/or firefighters—are coming to help.
• Give them practice time. With small kids, practice with them using an unplugged phone. This way, they'll feel more comfortable should an emergency actually arise.