Understanding which phone number to call in a medical emergency is critical to getting the help you need quickly. For Ukrainians who have recently moved to Edmonton, knowing the correct emergency numbers is especially important, as it could save your life or the lives of your loved ones. Unlike Ukraine, where the emergency system may have different numbers, Canada's system is standardized and easy to use. This article takes a detailed look at all the emergency medical numbers in Edmonton, when to use them, how to call correctly, what to say to the operator, and how to prepare for future emergencies.
911: The primary emergency number
911 is the primary number to call for emergency medical assistance in Edmonton, Alberta, and throughout Canada. It is a federally regulated, toll-free service available 24 hours a day, seven days a week, 365 days a year. 911 is the number to call immediately when there is an immediate threat to someone's life, health, or safety.
You should call 911 for medical emergencies. These include any major injury or medical shock situation, severe bleeding, chest pain, loss of consciousness, seizures, or stroke symptoms. If someone is not breathing or has serious difficulty breathing, this also requires an immediate call to 911.
Other medical emergencies that require a call to 911 include: fractures or broken bones with visible deformity, wounds that require stitches or have uncontrolled bleeding, sudden severe headache or vision problems, sudden weakness, numbness, and/or tingling in the face, arm, or leg. If you experience persistent, severe chest pain, confusion, difficulty speaking, or dizziness, call 911 immediately.
The 911 system is for anyone living or staying in Canada, regardless of their immigration status. 911 operators only ask about the emergency, and personal medical information is confidential. You do not need any documents, medical card, or insurance to call 911. This is very important for Ukrainians who may not have all their Canadian documents or are afraid they will have to pay for help. The 911 system is available to everyone without exception.
911 is available in 156 languages. When you call 911, if you need an interpreter, tell the operator what language you speak and you will be connected to an interpretation service. Although this may take a few minutes longer, this service ensures that language barriers will not prevent you from getting the emergency help you need.
How to call 911 correctly
Calling 911 correctly can significantly affect the arrival time of emergency services. The first step is to remain calm—by keeping your cool, you can communicate clearly with the operator. Although panic is a natural reaction to an emergency, try to speak slowly and clearly.
When the 911 operator answers your call, they will usually ask what type of emergency service you need—police, fire department, or ambulance (paramedics). The most important thing you can do is provide the operator with your exact location as quickly as possible. Experts recommend providing your location first, before even describing the nature of the emergency, as this allows the dispatcher to immediately begin dispatching help.
Your exact location should include the street and house number, apartment number, or hatch number if you are in a multi-story building. If you do not know the exact address, indicate the nearest landmark streets or well-known road signs and places. Even if you are in a field or park, describe prominent landmarks such as large buildings, signs, or other landscape features. If you are inside a building, indicate which floor you are on and which room, hallway, or staircase you are in.
When the operator asks for your location, also provide your phone number and your name. The 911 operator needs this information in case you get disconnected so they can call you back. If you are calling from a landline at the office or at work, make sure you are using an outside line before calling 911.
When the operator receives a call about a medical emergency, he or she will ask you questions about the nature and severity of the health problem. Don't worry about describing everything in detail during the first call — the operator will help you by asking questions. You just need to provide basic information about what happened.
It is important to stay on the line and not hang up unless the operator tells you to do so. The operator may give you important instructions on how to help the injured person before the paramedics arrive, such as how to perform CPR (cardiopulmonary resuscitation) or how to control bleeding. Listen carefully to the operator and do what they tell you to do.
If you accidentally call 911, do not hang up. Instead, stay on the line and tell the operator that it was an accidental call or a mistake. If you hang up, the 911 operator will call you back anyway to make sure there is no emergency. This can take up valuable resources, so it is better to stay on the line and tell the operator that everything is fine.
Problems with locating calls from mobile phones
When you call 911 from a landline, the 911 operator can see your exact address in the system. However, when you call from a cell phone, the situation is different. Cell phones transmit GPS data and cell tower triangulation data, but this information is not always accurate.
Studies have shown that the accuracy of a cell phone's location can vary from 10 to 300 meters in developed areas to thousands of meters in rural areas or within buildings. This means that a 911 operator can get your location within a few city blocks, but not necessarily your exact address. Therefore, it is essential that you clearly state your exact address to the operator, even if you think the system is automatically tracking your location.
Canada is implementing a Next-generation 911 (NG9-1-1) system, which should allow the system to determine your location with an accuracy of one meter. However, this system is not yet fully implemented in all regions of Alberta, so for now, the best way to ensure that you are found quickly is to give the operator an accurate verbal description of your location.
If you are in a moving vehicle, describe your location in as much detail as possible. Indicate which road you are on, which direction you are traveling, and, if possible, the nearest mile or kilometer marker. If you see any road signs, tell the operator about them. The more details you can provide, the faster paramedics will be able to find you.
Health Link 811: an alternative to 911 for non-emergencies
Not every medical problem requires a call to 911 or a visit to the emergency room. For situations that are not life-threatening but still cause concern, Alberta offers a free service called Health Link 811.
Health Link 811 is a free, 24/7 telephone line that connects Albertans, including those in Edmonton, with reliable health advice and information. When you call 811, registered nurses answer your call, provide advice about your symptoms, help you decide if you really need urgent care, and connect you to local health resources.
You should call Health Link 811 for urgent health questions and medical advice. For example, if you have questions about symptoms that are concerning but not life-threatening, Health Link nurses can assess your situation and help determine the best type of care for your individual situation. If you have questions about addiction or mental health issues, Health Link nurses can provide advice and support on mental health and addiction.
Health Link also offers specialized services. There is a line for new parents and newborns that provides expert information on parenting to parents of infants up to two months old, available 24/7. The Dementia Advice service supports people living with dementia and those who care for them by providing medical advice, education, information about community resources, and emotional support. There are also services from dietitians, rehabilitation specialists, and other health professionals available through Health Link.
Translation services are available for Health Link. If you speak Ukrainian, you can request an interpreter when you call 811. Although you may have to wait a few minutes for the interpreter to be connected, this service ensures that language barriers do not prevent you from getting the medical advice you need.
Mental Health and Crisis Number: 988
In addition to 911 and 811, Alberta has a dedicated mental health crisis number. If you are thinking about suicide, experiencing emotional distress, concerned about someone else who may be in danger, or need urgent mental health support but are not in physical danger, call the 988 Suicide Crisis Line.
988 is available 24/7 for Canadians experiencing mental health or suicide issues. It is a free, confidential line where trained mental health counselors can talk to you about what you are going through. However, if someone is in immediate danger to themselves or others, you should still call 911.
211: Social Services and Community Resources
211 is available to connect you to social services and community resources. If you need help with mental health counseling and support, addiction services, disability support, housing, or basic needs, call 211. This is not an emergency line, but it is a great resource for long-term support and assistance.
In Edmonton, 211 can also be used to spread the word about REACH Edmonton, which is a Crisis Diversion Team service. If you see someone in distress who needs social support but not medical assistance, you can call 211 and press “3” to engage the 24/7 Crisis Diversion Team. This service provides overflow resources on site, allowing emergency services to continue to respond to genuine medical emergencies.
Poison and Overdose Hotline: 1-844-POISON-X
In the event of poisoning or drug overdose, it is important to know where to turn. Canada has launched a nationwide toll-free number, 1-844-POISON-X or 1-844-764-7669, to facilitate access to critical medical advice regarding poisoning.
For Alberta and the Northwest Territories, you can also call 403-944-1414 directly (in Calgary, outside Alberta, or VOIP users) or toll-free at 1-800-332-1414. The Poison and Drug Information Service (PADIS) provides free, confidential, 24-hour expertise and advice on the health effects of poisons, chemicals, medications, and herbal remedies. Poison information centers manage 63% or nearly two-thirds of cases remotely without the need to go to a healthcare facility.
However, if someone is unconscious, not breathing, or having seizures, call 911 immediately. These symptoms indicate a life-threatening emergency.
Police emergency number: 780-423-4567
If you need urgent police assistance that is not a true medical or life-threatening emergency, call 780-423-4567 or press #377 on your cell phone within the city of Edmonton. This is the police non-emergency number to use to report crimes that have already occurred or other situations that do not require immediate response.
Non-emergency police situations include: noise complaints, reporting a crime that has already occurred (such as theft), questions and inquiries that are not genuine emergencies. If it is a genuine emergency that requires an immediate response from the police, always call 911.
Number for city services: 311
For non-emergency city services in Edmonton, you can call 311. This number is available for questions about city services such as transit, parking issues, garbage collection schedules, building permits, building codes, and other city services. However, 311 is not the correct number to call for personal emergencies—you should call 911.
Text with 911 service for people with hearing impairments
For people who are deaf, hard of hearing, or speech impaired, Edmonton is implementing a newer service called Text with 911. If you are pre-registered with Text with 911 (T911), you can send text messages to 911 during an emergency. However, you must first register to access this service.
If you are interested in registering for Text with 911, contact your local emergency services centre. Find out if T911 is available in your area and check the eligibility checklist for registration.
Covering emergency costs for Ukrainian evacuees
It is important for Ukrainian evacuees to understand what emergency care costs are in Alberta. When you call 911 and an ambulance is dispatched, ambulance services are not typically covered by the basic Alberta Health Care Insurance Plan. However, for Ukrainian evacuees, ambulance services were covered by the Alberta Adult Health Benefits (Ukrainian Evacuee) program.
Although the Ukrainian Evacuee Temporary Health Benefits Program ended on March 31, 2025, most Ukrainian evacuees have transitioned to the Alberta Health Care Insurance Plan. If you have questions about ambulance coverage or if you have received a bill, please contact AHS Finance at 1-855-919-6097.
It is important to note that in the event of a genuine medical emergency, emergency departments must provide you with care regardless of your insurance status. Life and health are always the first priority, and medical professionals are required to provide emergency care to anyone who needs it. Payment and insurance issues are dealt with after you have received the necessary medical care.
Quick guide: which number to call
Here is a quick guide to determine which number to call in different situations:
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911 — for true medical emergencies, with an immediate threat to life or health, crimes in progress, and fires
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811 — for urgent health questions and medical advice that do not require a hospital visit
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988 — for suicide and mental health crises when you need expert support but are not in immediate physical danger
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211 — for social services, mental health assistance, addiction assistance, housing assistance, and community resources
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1-844-764-7669 or 1-800-332-1414 — for poisoning or overdose
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780-423-4567 or #377 — for non-emergency police situations that do not require immediate response
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311 — for city services and questions
Steps to prepare for a potential emergency
When a real medical emergency happens, time is critical. There are a few simple steps you can take now to prepare for a potential emergency.
Save all important phone numbers in your cell phone, including 911, Health Link 811, 988 for suicide crisis, 211 for community resources, and 1-844-764-7669 for Poison Control. Also save your location in your phone—your home address, work address, and addresses of people or places you visit often.
Write down a list of your medications, allergies, and medical conditions. Keep this list in your wallet or save it on your phone. This information will be very helpful to 911 operators and paramedics in an emergency.
If you have chronic medical conditions such as diabetes, epilepsy, or heart problems, consider wearing a medical ID bracelet or pendant. This can provide important information to first responders if you are unable to communicate.
Teach your family members, especially children, how to use 911. Make sure they know their address, phone number, and how to dial the number for the appropriate service. Children can be taught to use 911, but make sure you do so without intentionally calling emergency services.
If you live in a rural or remote area where there are no street numbers, find out the GPS coordinates of your location. Use Google Maps or a similar map app on your cell phone to find your GPS coordinates and save them.
Conclusion
Understanding which phone number to call for emergency medical assistance in Edmonton is critical to getting the help you need quickly. The basic rule is simple: call 911 for genuine medical emergencies where there is an immediate threat to life or health.
For Ukrainians in Edmonton, it is important to remember that emergency assistance is available to everyone, regardless of immigration status, language skills, or insurance coverage. Do not hesitate to call 911, even if you think your situation is not serious enough — it is better to err on the side of caution than to risk someone's life.
In addition to 911, knowing other emergency phone numbers — such as Health Link 811 for urgent medical advice, 988 for mental health crises, 211 for community resources, and 1-844-764-7669 for poisonings — can help you navigate the healthcare system effectively.
Save these numbers in your phone right now, prepare a list of your medications and allergies, and make sure everyone in your family knows how to call 911. With the right knowledge and preparation, you can respond confidently to medical emergencies and ensure that you and your loved ones get the help you need when you need it most.