Navigating Emergency (911) Calls in Telehealth

Last Updated May 20, 2026 22:45

Navigating emergencies with clients always requires thoughtful consideration. In the telehealth setting, it is important to understand how to effectively connect the client with appropriate local emergency services, if needed.

Connecting to Local Emergency Services

Emergency calls placed from a provider’s location may route to a different jurisdiction than the client’s. Providers are highly encouraged to take a proactive approach to understand how to connect clients with the correct local emergency services when needed. Being prepared can help support:

Timely emergency response
Clear communication with local responders
Continuity of care during and after the crisis

Responding to Emergencies in Telehealth
Step	Focus	Provider Actions May Include
1️⃣ Confirm Location	Establish the accurate, current location of the client	Ask for and document the client’s current location at the start of sessions Update the client’s location and residential address, as needed, during the course of treatment
2️⃣ Assess Risk	Determine the severity and urgency of the situation	Use clinical judgment to determine the level of risk Identify if emergency intervention is needed
3️⃣ Engage the Client	Support the client’s active participation in seeking local help, when possible	Encourage the client to call 911, when appropriate Remain present to support the client until they are “safe,” or emergency services are with them
4️⃣ Coordinate Emergency Services	Connect with local emergency services	If the client is unable to call, contact the client’s local emergency services, when possible If you are unable to connect to the client’s local emergency services directly, call 911 and request the appropriate transfer to the client’s local emergency services dispatcher Provide clear, relevant details to assist local responders Remain present to support the client until they are “safe,” or emergency services are with them
5️⃣ Document & Follow-Up	Support continuity of care, awareness, and compliance	Document relevant assessment information, clinical rationale, actions taken, and known outcomes Complete required reporting, as applicable Establish and document a plan for follow-up

Key Considerations & Reminders:

1. Be prepared.

Have up-to-date local emergency and crisis resources readily available that are relevant to your client population, including non-emergency options, when available.

2. Clinical judgment remains essential.

Determining when to involve emergency services is based on clinical assessment, professional standards, and context.

3. Knowing your client’s location is critical.

911 calls are routed based on the caller’s location.

Information that may be requested by emergency services:

Client’s current physical location.
Nature of the emergency (clear, concise reason for the call)
Client identifiers (e.g., name, date of birth, other descriptors if relevant)
Client’s phone number and/or emergency contact information
Any known safety consideration that may impact response (e.g., access to means, barriers to entry, others present)

Documentation should be:

Clear: avoid vague or unclear language
Timely: completed as close to the event as possible
Clinically Relevant: summary of assessment, clinical rationale, actions taken, and include known outcomes and next steps

Adverse Incident Reporting

Contact with emergency services requires submission of an adverse incident report within 1-business day of the incident

Resources:

FCC: 911 Master PSAP Registry

National 911 Program

NENA - The 911 Association