NYC 911 vs 311 vs 988: Which Number Should You Use?
New York City uses different numbers for different kinds of help. Call 911 for an emergency that needs an immediate police, fire or EMS response. Use 311 for non-emergency City information and services. Call or text 988 for confidential mental health or substance use crisis support. If a situation is immediately dangerous, use 911.
Immediate danger, a crime in progress, serious injury or another situation needing urgent response.
Non-emergency NYC government information, service requests and local programs.
Mental health and substance use crisis counseling, support, information and referrals.
911 vs 311 vs 988 in NYC
| Number | Use it for | Key rule |
|---|---|---|
| 911 | Immediate danger, serious injury, fire, crime in progress or another urgent emergency | Use when police, fire or EMS response is needed now |
| 311 | Non-emergency NYC government information and City services | Do not use 311 for emergencies |
| 988 | Mental health or substance use crisis counseling, support and referrals | Call or text 988; immediate danger still belongs with 911 |
| Text 911 | An emergency when you cannot safely or practically make a voice call | NYC advises calling 911 if you can and texting only when you cannot |
This is a quick routing guide, not a substitute for an emergency dispatcher. If immediate safety is at risk, use 911.
Call 911 when the situation needs an immediate emergency response
NYC Emergency Management says to call 911 when you are in immediate danger, witness a crime in progress, face a serious injury or medical condition, or have another situation that needs urgent attention.
When speaking with a 911 dispatcher, give the most specific location you can and answer the dispatcher’s questions.
If you are unsure whether immediate police, fire or EMS response is needed and the situation is dangerous, use 911 rather than 311.
Use NYC311 for non-emergency City information and services
NYC311 is the City’s main source for non-emergency government information and services. It can help with service requests, local rules, City programs, complaints and many everyday municipal questions.
Inside New York City, dial 311. From outside the city, NYC311 lists 212-639-9675 as the contact number. NYC311 also supports online and text channels.
Use 988 for mental health and substance use crisis support
NYC Health says 988 connects people to free, confidential crisis counseling, mental health and substance use support, information and referrals. It is available 24 hours a day, seven days a week by phone, text and online chat.
988 is not a replacement for 911 when there is an immediate life-threatening emergency or immediate danger.
Text 911 only when calling is not possible or safe
New York City supports Text-to-911. The City advises people to call 911 if they can and text 911 only if they cannot safely or practically make a voice call.
When texting, include the reason for the emergency and your location as clearly as possible, then answer the operator’s questions.
Visitors can use these services too
NYC311 serves residents, businesses and visitors. Language assistance is also available through NYC311 and emergency services.
For travelers, 311 is useful for city rules, public services and non-emergency questions, while 911 remains the emergency number.