 How
9-1-1 Works
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hen calling 9-1-1, the call is routed to the Police Radio Room
in the Police Administration Building, within seconds, to an
available call-taker waiting to respond. A computer displays
the telephone number, name and address associated with the telephone
being used to call 9-1-1. This ability is part of the department's
Enhanced 9-1-1 system.
This feature is especially helpful for persons with speech
impairments; child callers or elderly persons whom are unable
to fully communicate their message or someone in an urgent or
dangerous situation who is unable to speak on the phone. In
cases where the caller is using a cellular phone, it is very
important to provide the location of the incident immediately.
The call-taker is required to give their dispatch number when
answering a call for service. Listen for that number. Should
a problem be encountered with a call-taker when calling 9-1-1
- or the service received is unsatisfactory - PLEASE dial 9-1-1
again and ask to speak with a supervisor; when speaking with
the supervisor, provide the dispatch number along with the complaint.
The call-taker will ask vital questions while taking the information
to assess the situation. The call for service is then assigned
a "Nature Code" based upon the circumstances described
in the incident
The call taker enters the information into the CAD system which
routes the call to the correct geographic police console for
dispatching. The CAD system prioritizes the call and selects
the closest police vehicle available to respond. During 'Crimes
in Progress' assignments, the Police can be dispatched as the
caller remains on the phone providing additional information.
Priority Assignment Ranges: 0 —
6
The lower the priority number assigned to an incident, the more
serious in nature the assignment; likewise higher priority numbers
are assigned to incidents that are lesser in severity.
Lower priority-numbered incidents (more serious incidents)
will be dispatched first.
EXAMPLES:
Priority 0 - ASSIST OFFICER
Priority 1 - CRIMES IN PROGRESS (robbery)
Priority 2 - ALARMS (medical, burglary)
Priority 3 - DISTURBANCE (school)
Priority 4 - ILLEGAL PARKING
Priority 5 - DISORDERLY CROWDS
Priority 6 - PRIOR INCIDENTS OR INFORMATIONAL (vandalism, open
hydrants, animal complaints)
Priority 6 category assignments are
handled by the Differential Police Response Unit (DPR).
To increase our Patrol efficiency, the DPR Unit handles calls
(not in progress) by telephone. The Unit is staffed by limited-duty
(injured) Officers. Types of complaints referred to DPR for
service include:
- Abandoned automobiles
- defective street lights
- theft of auto accessories
- sanitation complaints
- harassment
- lost property
Necessary information on the assignments are taken by the call
taker and the caller is informed that someone from the DPR Unit
will call them back in a short period of time. When calling
for a medical emergency or to report a fire, the caller is instructed
to stay on the line as the call is speed- dialed to Fire/Rescue.
A Fire/ Rescue dispatcher will ask pertinent questions to determine
what type of Fire/Rescue response is required.
Police Radio is also equipped with Telecommunications Devices
for the Deaf (TDD) to enable hearing impaired-persons' access
to the 9-1-1 system. In addition, a language line is available
to translate over sixty (60) languages on a 9-1-1 call.
Procedures for Using 9-1-1
When you first dial 9-1-1, tell the dispatcher if you need
police, fire, or medical services. In incidents where you require
more than one service, first request the service that will maintain
life. The other services that are needed will automatically
follow.
Stay on the line until the dispatcher has all the information
needed. Do not hang up until you are instructed to do so by
the dispatcher.
Give the dispatcher your name, address, telephone number and
a one or two sentence description of what you actually see and
hear. Let the dispatcher ask you questions to insure that they
receive the information needed to respond to your call. Be specific
about what is happening; do not exaggerate the circumstances.
Use accurate terminology.
Continue answering the dispatcher's questions so that they may
have up-to-date information to relay to the officer.
9-1-1 Call-Takers Checklist
Taking the time to call 9-1-1 to report or prevent a crime
is appreciated. To best serve each call, the call-taker needs
as much information as possible and will ask necessary questions
to assess the situation:
? What is happening?
? When did it happen?
? Where is the incident taking
place?
? Are there any weapons involved?
? What does the vehicle look
like?
? What is the license plate
number?
? What do the suspects look
like?
? What is the direction of
travel of the suspects, either on foot or in a vehicle?
? what other information about
the incident can you share with us that will aid in apprehending
the perpetrator?
| Information
listed here is believed to be current at the time of publication.
However, some of the material presented here may have expired
since it was posted. Persons should contact a Philadelphia Police
representative whenever relying on dated material or information
that is subject to change. |
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