911 vs. 988

911 should be called for medical emergencies that require immediate assistance from EMTs and paramedics. 988, the Suicide & Crisis Lifeline, should be called when you or someone you know is experiencing a mental health crisis.

911 vs. 988

Explore Alameda County Health

When to Call…

911

911 should be called for medical emergencies that require immediate assistance from EMTs and paramedics. This includes situations that are life-threatening or involve serious injuries.

988

988, the Suicide & Crisis Lifeline, should be called when you or someone you know is experiencing a mental health crisis, feeling overwhelmed, having thoughts of self-harm or suicide, or in need of emotional support. This three-digit number connects callers to trained counselors who provide confidential, compassionate assistance and resources, available 24/7.

Appropriate use of 911 and 988

Using The 911 System

911 should be used for medical emergencies that require immediate attention, such as severe injuries, chest pain, difficulty breathing, unconsciousness, or any other situation where a person’s life is in danger. It connects callers to emergency responders, including paramedics, who can provide life-saving care and transport to the nearest hospital. Using 911 appropriately ensures that emergency services are available for those in critical need, helping to save lives and prevent serious complications.
Making 9-1-1 Work For You (PDF)

Leveraging 988

988 is a dedicated helpline for mental health crises, such as thoughts of suicide, severe emotional distress, or substance use issues, connecting callers to trained counselors who can offer immediate support and guidance. By providing a specialized response for behavioral health emergencies, 988 helps reduce the strain on the 911 system and hospital emergency rooms, which are often overwhelmed with calls and cases better handled by mental health professionals. Utilizing 988 for these specific crises ensures that individuals receive the appropriate care in a timely manner while allowing 911 and ER services to focus on life-threatening medical emergencies.

https://988alamedacounty.org/

988 FAQs (PDF)

How the system works and system history in Alameda County

International Academies of Emergency Dispatch’s Website

Two of the eighteen of the Public Safety Answering Points (PSAPs) in Alameda County are Accredited Emergency Medical Dispatch (EMD) Centers that utilize the Medical Priority Dispatch System (MPDS) to triage calls and assist callers in rendering immediate lifesaving care to those in need. To learn more about MPDS and how it helps patients, visit International Academies of Emergency Dispatch‘s website.

To learn more about the two Accredited Centers of Excellence (ACE) for Emergency Medical Dispatch in Alameda County, follow the links below:

Explanation of Cost/Procurement

911 ambulance rates are established through a competitive bid process, where service providers submit proposals to offer emergency medical services at specified rates. This process ensures that the best-qualified providers are selected based on cost, quality, and efficiency, helping to maintain high standards of care while keeping costs in check. Once established, these rates are subject to annual adjustments based on the Consumer Price Index (CPI), which helps the rates keep pace with inflation. This ensures economic sustainability, allowing ambulance services to continue delivering reliable and effective care to the community.

These rates, or user fees, are extended to the grandfathered providers that do not go through a competitive bid process to ensure equity across the county.

Approved User Fees (Effective July 1, 2025)
Provider Name	Bundled Base Rate	Mileage	Oxygen	Treat/No Transport
City of Albany	$4,529.89	$102.21	$338.42	$908.49
City of Alameda	$4,529.89	$102.21	$338.42	$908.49
City of Berkeley	$4,529.89	$102.21	$338.42	$908.49
City of Piedmont	$4,529.89	$102.21	$338.42	$908.49
Falck Northern California	$4,529.89	$102.21	$338.42	$908.49

Grandfathering Services and Establishing Exclusive Operating Areas

In California, certain 911 ambulance services and their designated Exclusive Operating Areas (EOAs), a designated geographic region where a single ambulance provider is granted the exclusive right to operate and provide emergency medical services, are “grandfathered” under specific regulations, exempting them from the competitive bidding process. This grandfathering applies to providers who were already operating before the establishment of the current regulatory framework and who have maintained continuous service. As a result, these established providers can continue serving their communities without undergoing competitive bidding, ensuring stability and continuity of care within their EOAs. This exemption helps maintain long-standing relationships and the consistent delivery of emergency medical services in these regions.

In Alameda County, four cities meet the requirements to have grandfathered EOAs. These cities are the City of Alameda, the City of Albany, the City of Berkeley, and the City of Piedmont. The remaining areas in the county form a separate EOA that is competitively bid on regular intervals in order to contract for EMS services.

EOAs are established and maintained by local Emergency Medical Services (EMS) agencies to ensure consistent, high-quality ambulance services within a specific area. The designated provider within an EOA is responsible for responding to 911 calls and delivering pre-hospital care, without competition from other ambulance companies. This arrangement is intended to enhance coordination, maintain service standards, and ensure that all residents within the EOA receive timely and efficient emergency medical care.

Data/Dashboards – View Here

For Providers

911 Transport Provider Compliance Reports

Response time compliance reports for the contracted 911 EOA transport provider (Falck) are now available.

2022: Complete Annual Compliance Report

Ambulance Patient Offload Time (APOT) Reports

APOT reports have been updated and are now available for viewing:

2026:
January

2018:

2017:
December | November | October