Frequently Asked Questions

Q: Why do the operators ask so many questions when I call 9-1-1 for police assistance?

A: Dispatchers need to get accurate information to allow officers to determine how best to approach the situation. Callers may be asked how long ago the incident happened, to describe the suspect(s), the direction the suspect(s) took and what type of transportation, including vehicle(s). Questions about weapons, drinking, or drug use are for the safety of the citizen and officer alike. This information is relayed to the officers while they are en route to the call.

Q: I was teaching my child how to dial 9-1-1. Although I had hung up before anyone answered, the next think I knew, an officer was knocking at my door. How did that happen?

A: When we receive 9-1-1 hang-up calls or open line calls, and we are unable to make contact and determine that there is actually no emergency, we assume an emergency exists and officers are dispatched. These calls are handled quickly and carefully as the officers do not know what to expect when arriving at the address from which the number was dialed. It is important that our citizens understand that 9-1-1 calls are a serious matter. If citizens call 9-1-1, whether programming their phone, incorrectly dialing their phone, or teaching their children, they should stay on the line long enough to advise the call taker that no emergency exists and explain how they reached 9-1-1 in error.
It is also important for "pranksters" who intentionally abuse the 9-1-1 system, and for citizens calling 9-1-1 without an actual emergency, to understand that their actions are tying up a 9-1-1 operator while a true emergency call may have to wait to be answered.

Q: Can I remain anonymous when calling 9-1-1?

A: Yes. You do not have to give your name when calling 9-1-1 if you are not directly involved in the incident. However, giving your name and a phone number where you can be reached can make it easier for an officer to find the incident. If an officer has trouble locating the where the problem is, the dispatcher will have a way to call you back and get better directions.

Q: When I call 9-1-1 needing an ambulance, why am I put on hold?

A: When someone calls needing an ambulance, our dispatchers will ask for the address and phone number of the location of the sick or injured person needing an ambulance. They will also ask some basic questions as to the condition of the patient. The dispatcher will then ask you to stay on the line and place you on hold while they get the ambulance en route. The dispatcher will then get back on the line with you and ask further questions and give instructions on what to do until the ambulance arrives. All of our dispatchers are EMD (Emergency Medical Dispatcher) certified and are trained in assisting citizens in giving basic first aid and CPR over the phone. That is why it is very important that you stay on the phone and not hang up until told to do so.