Strategic Services

Communications

The communications section is responsible for:

• Answering 9-1-1 Public Safety Answering Point (PSAP) telephone lines and other emergency and non-emergency telephone lines, obtaining pertinent information for dispatching of police vehicles
• Monitoring and operating the radio systems from mutual aide governmental frequencies
• Operating radio consoles and an emergency telephone boards
• Using communications and computer assisted dispatch equipment in accordance with established procedures
• Working with departmental field personnel utilizing two-way radio; compiling data from rough drafts or brief instructions
• Checking and reviewing a variety of data for completion and in conformance with established regulations and procedures
• Performing system inquiries of California Law Enforcement Teletype System (CLETS), National Law Enforcement Teletype System (NLETS) and various other local, state and federal systems.
• Monitoring and response to robbery alarms for city departments
• Overseeing department telephone and voice mail systems
• Managing of department issued cell phones, pagers, and portable radios

Become a Dispatcher

How to Make an Emergency 9-1-1 Call

1. Stay calm. Don’t get excited. Take a deep breath.
2. Dial 9-1-1 right away. Don’t wait for someone else to call.
3. Tell the person who answers the phone exactly what is wrong.
4. Tell them the exact address where help is needed. Be sure to give them the FULL address, including any apartment number, suite number, etc.
5. Tell them the phone number you are calling from. If you are not at the same address as the emergency, tell them the address where you are.
6. Tell them your name.
7. DO NOT HANG UP until the person on the phone tells you to do so. They may need to ask you for more information to help the fire, police or ambulance find you.

The dispatcher will ask you specific questions, such as, “What are you reporting?” – “Where did this occur?” – “When did this occur?” – “What is the phone number you are calling from?” – “Where are you now?” – “Are there any weapons involved?”

Many questions may be asked to gather specific details of the event. Understand that the dispatcher is sending the appropriate personnel to the location while they have you on the phone. In emergency situations the dispatchers are giving your information to the appropriate responding personnel while you are on the phone with them. Total cooperation with the dispatcher is paramount.

How the 9-1-1- Dispatch Process Works

1. A citizen dials 9-1-1 in an emergency situation.
2. The caller’s telephone provider automatically routes the call to the appropriate public safety agency.
3. A 9-1-1 operator receives the call. If the call is from a non-cellular phone, the caller’s name, address and telephone number appears on the computer screen. The 9-1-1 operator confirms that information and will ask the caller about the emergency and enter the information into a computer database called CAD (computer aided dispatch).
4. While questioning the caller, the operator sends the information via computer to a police dispatcher.
5. The dispatcher receives the information about the emergency and dispatches the appropriate personnel to handle the call for service.

Additional Facts About 9-1-1 Calls

• When you dial 9-1-1, the system directs your call to a public safety dispatch center. This includes telephone lines from residences, businesses, pay phones, cellular phones, VoIP, TTY, TDD, and Telematics. These public safety dispatch centers are operated by your local police, fire or sheriff’s department and staffed by highly-trained personnel.
• Dispatchers are trained to ask you what questions that are helpful in determining which agency should respond and how quickly. By answering these questions, you are helping them provide the best possible response.
• You can dial 9-1-1 from a pay phone without depositing a coin.
• If you have a cellular phone, you can dial 9-1-1 and your call will be answered by a dispatcher. There is no charge for dialing 9-1-1 from a cellular phone.
• If it is not a life-threatening emergency, look up the seven-digit number for the local agency in the phone book. Pasadena’s non-emergency phone number is 626-744-4241.
• When you travel, check the local phone book for the dialing instructions on pay phones to find out if 9-1-1 is available.
• Teletype for the Deaf (TDD) users need to press the space bar after dialing 9-1-1.
• If you have VoIP service, make sure that your registered address is current. If you move, or travel, realize that your call will be routed where you have registered your phone. (Please check with your internet service provider).