Worried about someone on the street? When to call 911, 988 or 311 on Oʻahu

How to help · Published 2026-11-01

View from the Diamond Head trail over Waikīkī, Kapiʻolani Park and the Honolulu coastline under a blue sky with clouds — Waikīkī and Honolulu from Diamond Head. Photo: Jokazoo, CC0.

You pass someone lying very still at a bus stop. A man in a park is shouting at no one. A woman with a toddler seems to have been sleeping in her car for days. Most people want to do something, and most are unsure what. Calling the wrong number can waste time in an emergency or bring a police response to a situation that needed a health worker. This guide sets out the options on Oʻahu.

Quick reference. Danger to life, violence, fire or a medical emergency: 911. Someone may be suicidal or in a mental health or substance use crisis: 988 (call or text) or Hawaiʻi CARES, (808) 832-3100. A non-emergency concern about someone's well-being: HNL 311 app, HNL311.com or (808) 768-2673. Domestic violence: (808) 266-7233. Information about services: 211.

Step 1: Is it an emergency?

Call 911 if any of these are true:

the person is unconscious and you cannot wake them, or is not breathing normally;
there are signs of a possible overdose, such as slow or stopped breathing, blue lips or unresponsiveness;
someone is bleeding heavily, has a serious injury or is having a seizure;
there is violence, a weapon or a threat to someone's safety;
there is a fire;
a child is in immediate danger.

Tell the dispatcher exactly where you are, what you see and whether the person is breathing. Stay on the line and follow instructions. Naloxone, the medicine that reverses opioid overdoses, has been approved for sale without a prescription in the United States since 2023, and carrying it is one practical way to be ready.

Step 2: Is it a mental health crisis?

If someone talks about wanting to die, seems at risk of harming themselves, or is in severe distress from mental illness or substance use but is not in immediate physical danger, crisis lines are often a better first call than 911:

988 Suicide and Crisis Lifeline: call or text 988, 24 hours a day. You can call on behalf of someone else to get advice.
Hawaiʻi CARES: listed by Partners in Care as a 24-hour line for mental health and substance use crises, at (808) 832-3100.

If there is an immediate threat to life, call 911.

Step 3: A non-emergency concern

Many situations are worrying but not emergencies: someone who seems unwell and has been in the same spot for days, an older person who looks confused, a family living in a car, a person who might want help but does not know where to go. For these, the City and County of Honolulu asks residents to use HNL 311. According to the Emergency Services Department, concerns about the well-being of people experiencing homelessness reported through the HNL 311 app, HNL311.com or (808) 768-2673 can be routed to CORE, its outreach program staffed by EMTs and community health workers. CORE handles non-emergency requests only and returns calls during operating hours. Our guide to CORE and street outreach explains what the teams can offer.

When you report, be specific about the location and time, describe what worries you (not just that someone is there), and say whether the person has asked for help.

Not every situation needs a call

Someone resting, sitting or sleeping peacefully in the daytime is not, by itself, an emergency.
Being homeless is not a crime, and presence alone is not a reason to call the police.
If you are concerned about a rule being broken, such as a blocked sidewalk, that is a separate matter from someone's well-being; the City handles it through its own non-emergency channels.

Step 4: If you decide to approach

You are not obliged to approach anyone, and you should not if you feel unsafe. If you do:

Keep a respectful distance and approach from the front, so you are seen.
Introduce yourself and ask simply: "Are you okay? Is there anything you need?"
Offer something practical if you have it: water, shade, a phone to call someone.
Listen more than you talk, and accept the answer, including "no".
Share information, not orders. If the person wants help, you can share the numbers above or the Partners in Care help page, or offer to make a call with them.

Do not photograph or film the person. Do not post their location or image online.

Specific situations

A family with children

Families have dedicated shelter programs, and children have school rights that protect their education even if they are living in a car or doubled up with relatives. See finding shelter on Oʻahu and students without stable housing.

A young person on their own

Youth have their own access points on Oʻahu; Partners in Care lists Hale Kipa for youth under 21 and RYSE for youth under 24.

Someone fleeing violence

The Domestic Violence Crisis Line, (808) 266-7233, connects to confidential shelters. If there is immediate danger, call 911.

An older adult who seems confused

Confusion can be a medical emergency, such as dehydration, infection or a stroke. If in doubt, call 911.

Very hot weather

Heat illness can become serious quickly. Offering water and shade helps; signs such as confusion, fainting or hot, dry skin call for 911.

What happens after you call

A 911 call brings emergency medical services, police or fire depending on the situation. A 988 call reaches a trained crisis counselor who can talk the situation through and, where available, connect to local crisis services. A 311 report may lead to a visit from an outreach team, sometimes not right away. In each case, the person keeps the right to accept or refuse services unless they are in danger and the law allows an emergency intervention.

If you want to do more than respond to a single moment, our guide to helping well covers volunteering, giving and civic action.

Sources

Honolulu Emergency Services Department, CORE program and how to request it.
Partners in Care, Get help (crisis and shelter contacts).
988 Suicide and Crisis Lifeline, funded by the U.S. Substance Abuse and Mental Health Services Administration.
U.S. Food and Drug Administration, FDA approves first over-the-counter naloxone nasal spray, March 29, 2023.