What Is the Address of Your Emergency? Navigating Language Barriers in 911 Calls with Mandarin-Speaking Callers

Language barriers during emergency calls can delay the delivery of care and jeopardize health outcomes for individuals with limited English proficiency (LEP). This study examines how Mandarin-speaking LEP callers and 911 Public Safety Telecommunicators (PSTs) navigate the critical task of address acquisition during medical emergencies.

Using Conversation Analysis, we analyzed nine 911 calls in which callers were later connected to an interpreter only after providing their location.

Our study revealed common communication challenges, including delayed responses to open-ended prompts, difficulty articulating addresses under stress, and limited use of clarification strategies by callers. PSTs often employed directive questioning, repeated prompts, and confirmation sequences to manage the conversation and ensure information accuracy.

Our study demonstrates that despite institutional access to interpreter services, delayed utilization prolonged key interactions and potentially compromised response times. Findings underscore the need for PST training in LEP-specific communication strategies and the development of multilingual public education tools. Improving the timing of interpreter engagement and supporting callers through culturally responsive communication may enhance the efficiency and equity of emergency response systems.