Dispatch Floor Operations

Public Safety Communications (PSC) is staffed 24/7, 365 days a year without a single second break in coverage; it takes an entire team of well-trained and dedicated individuals to run such an operation. Three separate shifts (morning, evening, and deep nights) maintain a roster of 12 to15 dispatchers and at least 1 Dispatch Supervisor at all times; these members are trained in specialized areas of call-taking, Police dispatch, fire dispatch and NCIC operations.

Call Taking

The PSC call-taker is the link between citizens and all Police / Fire / EMS emergency and non-emergency services. In 2016 the call-takers processed 330,428 incoming calls in 28 different languages (through the use of language translator services), 165,813 of those on 9-1-1. Call-takers are trained to handle the enormous variety in call content such as calls about illegally parked vehicles, domestic disturbances, traffic accidents, and life-saving medical calls, to name only a few.

If it is determined that a call for service is necessary, a call will be entered into our Computer Aided Dispatch (CAD) system. This system contains a detailed map of Plano and is linked to a massive database with premise information (burglar alarm permits, business names and locations, etc). The call taker will enter important information into a call-screen which updates instantly to other call-takers and dispatchers. The call-screen will then be pulled up by our Police and/or Fire dispatchers who will assign appropriate units to respond, and continue to update information to responders as the call-taker gets it from you.

Police Dispatch

The city of Plano has two main police radio channels that Police dispatchers operate. Each dispatcher is responsible for maintaining officers locations while they are performing traffic stops, assists or investigations, assigning the many incoming multiple calls for service the call-takers are taking to the appropriate responding officers, following up on license plates to ensure vehicles are not stolen and sending a backup officer to any officer in need. 

Fire & Emergency Medical Services Dispatch

A City of Plano Fire Dispatcher can operate as many as a dozen different radio channels at any given time. Fire dispatchers are responsible for timely dispatch of fire and EMS call for the City of Plano, Lucas, and Parker as soon as the call taker enters the call into our CAD system. They also pay close attention to resource allocation throughout the city during high volume emergency times (i.e. structure fires, special rescues, or major weather events). Fire dispatchers monitor and direct the cities outdoor warning system in coordination with the City of Plano Emergency Management Department.

NCIC Operations

NCIC (National Crime Information Center) Operations is where officer's request checks for warrants on persons and stolen property. Dispatchers are trained to read specialized computer returns to ensure thorough and correct information is relayed to the officer in the field. NCIC operators also assist officers in the field by requesting wreckers to scenes for accidents, stranded motorists, and arrests, sending emergency bulletins to all of the officers in the field, as well as neighboring agencies, assisting officers and call-takers with cell phone traces, or sorting through records to assist in locating a caller who might not be able to provide a location.