| Frequently Asked Questions What is the Function of the Public Safety Communications Department?
The departments primary role is to provide 9-1-1 services and dispatch
services for the Plano Police Department and Fire Department. Other
functions include operating and maintaining the city’s radio
communications systems, operating and maintaining the Community Warning
System and providing public education about 9-1-1 services. What is Enhanced 9-1-1?
A computerized system
which displays the phone number and location of 9-1-1 callers. This system
allows communications personnel to know where a call originates from, even if
the caller cannot speak. Even if the number you are calling from is unlisted or
unpublished, the information will still be displayed. Enhanced 9-1-1 is available for cellular and VoIP
technologies if your carrier provides the
service. When Should I Call 9-1-1?
Call 9-1-1 in the event of a Police, Fire or Medical EMERGENCY. If you
have a situation which requires the response of emergency personnel,
call 9-1-1. Do not call 9-1-1 to ask routine questions, seek
information about traffic tickets, to get directions, or to ask for
information about prisoners in jail. If you are in doubt about whether
your situation is an emergency; then play it safe and call 9-1-1. How Much Does It Cost to Call 9-1-1?
Calling 9-1-1 from MOST telephones is free. Calls made from your home,
most businesses, cellular phones and from most pay-phones are free when
you dial 9-1-1. What Should I Say When I Call 9-1-1?
Your call will be answered, Plano 9-1-1, what’s the address of the
emergency? This question will be followed with the phone number you are calling
from and your name. The 9-1-1 operator will ask “What’s the problem, tell me
exactly what happened?” Please respond with what your emergency is; i.e. say
you are reporting a fire, an accident, a burglary, an injury, or whatever the
case may be. From there, let the Public Safety Communications Specialist ask the
questions. They will also ask questions regarding your situation, such as the
name and description of any other persons involved and other pertinent
information. Please be patient. Help is on the way, even while you are talking
with the person taking your call. What Should I Do If I or My Child Dial 9-1-1 By Mistake?
Don’t hang up....stay on the line! Everyone makes mistakes and there is
no penalty for accidentally dialing 9-1-1. The Specialist who answers
your call will want to verify your name, address and phone number; and
make sure there really is no emergency. If you do hang up, you can be
sure a Specialist will call you right back to confirm that you are
safe. If no response is received on the attempt to call you back, the
police will be dispatched. Who Answers My 9-1-1 Call?
Your call is routed by the phone company, to the City’s Emergency
Operations Center at City Hall, where it will be answered by a Public
Safety Communications Specialist. Are the Specialists Trained to Help Me?
Yes! Before being assigned to take 9-1-1 calls, each Recruit undergoes 460 hours
of classroom and hands-on training, under the supervision of a Trainer.
Specialists then undergo an additional 1000 hours of training to enable them to
perform other tasks, such as police or fire dispatching. In addition, all
recruits and specialists are trained in Emergency Medical Dispatch, to assist
with medical emergency 9-1-1 calls. How will my VoIP phone work with 9-1-1? Depending upon the carrier, your phone may not route to 9-1-1. Click here for additional information. |