Prepared: Location in Android, iOS, Safari

Product: Prepared

Audience: Call Takers, Dispatchers, Supervisors, and Administrators
Last Updated: 01/15/2026

After using this guide, you will be able to:

• Explain how location works during emergency calls.

• Set clear expectations with callers about location accuracy.

• Instruct callers on enabling and improving location sharing.

• Gather accurate location verbally when technology is limited.

Location information is one of the most critical elements of an emergency call. While Prepared Assist helps surface location data when available, location is not always immediate, complete, or precise. As a call taker, you play a key role in explaining location, guiding callers through enabling it, and confirming location verbally.

This is a call taker–facing guide intended to support you during live calls.

When speaking with callers, set clear expectations:

• Location may take time to appear.

• Location accuracy can vary.

• Technology does not replace verbal confirmation.

You should always confirm location verbally, even when location data is visible.

Location may come from multiple sources, including:

• The caller’s mobile device location services.

• Network-based location data.

• Information the caller provides verbally.

Each source may differ in accuracy. Use all available information together.

Use this guidance when:

• Location is missing, delayed, or unclear.

• Location data does not match what the caller reports.

• The caller asks how their location is being determined.

• You need to instruct the caller to improve location accuracy.

Do not instruct callers to interact with their phone if doing so would place them in danger.

Before guiding a caller:

• Confirm the caller is on a smartphone.

• Ask whether they are using an iPhone or Android device.

• Ask the caller to stay on the line while making changes.

📦 CALL TAKER DECISION BOX — LOCATION HANDLING

ALWAYS

• Confirm the caller’s location verbally.

• Use Enable Location Services on an iPhone (Required) or Android location steps when location is missing or unclear.

SOMETIMES

• Use Allow Location in Safari on an iPhone (Only If Using a Link).

• Only apply this when the caller is opening a link on their iPhone.

STOP

• Stop troubleshooting phone or browser settings if location does not update quickly.

• Continue the call using verbal location and follow agency procedures.

Key Reminder: Location technology supports the call. It never replaces verbal confirmation.

Use simple explanations:

“Your phone can share its location, but sometimes it needs to be turned on or adjusted.”

“I’m also going to ask you some questions to confirm where you are.”

Say:

“Please open Settings on your phone.”

“Scroll down and tap Privacy & Security, then tap Location Services.”

“Make sure Location Services is turned on. The switch should be green.”

If needed, say:

“Scroll down and make sure Precise Location is turned on.”

Say:

“This is just for your phone browser.”

“Please open Settings on your phone.”

“Scroll down and tap Safari.”

“Tap Location.”

“Select Allow or Ask.”

If the caller already has Safari open on their phone, say:

“While Safari is open, tap the icon in the address bar.”

“Tap Website Settings.”

“Make sure Location is set to Allow.”

Reassure the caller:

“This only allows location on your phone for this site so we can see where you are during the emergency.”

Say:

“Please open Settings on your phone.”

“Tap Location.”

“Make sure Location is turned on.”

If available, say:

“If you see Location Mode or Location Services, choose High accuracy.”

Say:

“At the top of your Settings screen, there should be a search bar. Type location and tap the result.”

Move slowly and confirm each step.

Always confirm:

• Address or nearest address.

• City or jurisdiction.

• Apartment, floor, room, or landmark if applicable.

Say:

“Tell me exactly where you are right now.”

“What’s the closest address or landmark?”

If location data conflicts with what the caller reports:

• Trust the caller’s verbal information first.

• Ask clarifying questions.

• Update details according to your agency’s procedures.

• Caller is indoors or underground.

• Caller is moving.

• Location services are turned off.

• Device settings limit accuracy.

Explain calmly and continue gathering information.

• Always confirm location verbally.

• Give one instruction at a time.

• Avoid technical language.

• Reassure the caller you are staying on the line.

• Stop troubleshooting if the caller becomes overwhelmed.

• Prompt for Location Permissions
  The caller will be prompted immediately for location permissions once they open the livestream link.

• View Location Map
  After granting location access, the caller’s screen will display their live location along with a reminder not to exit the page.

• Keep the Page Open
  The caller will be reminded to stay on the page to ensure their location continues updating.

If location remains unclear:

• Continue verbal location questioning.

• Use landmarks, directions, or nearby features.

• Follow agency documentation and escalation procedures.

For questions or additional guidance, contact Support@prepared911.com.