Communications Center 911

Yes, you can call 9-1-1 on your cell phone. However, be prepared to give the 9-1-1 calltaker information about your location, because it is not like calling 9-1-1 on your home phone. It is free to call 9-1-1 on your cell phone.

Why do the people who answer the phone ask so many questions instead of just sending help?

The call takers are trained to ask various questions pertaining to whatever is being reported to help the dispatcher determine what type of units will respond and how they will respond. Asking questions does not slow down the response. Usually emergency calls are being dispatched while the call taker is still on the phone with the caller.

Why do non-emergency calls hold for so long sometimes?

The Communications Center fields numerous calls and at times receives several calls reporting the same incident (such as an accident or fire). The telecommunicators need to answer each call as quickly as possible concentrating on emergency calls first, and then the non-emergency calls. A common misconception is that we only answer 911 calls and the truth of the matter is, the majority of calls are of a non-emergency nature. The dispatchers also have to field calls and page out other departments, such as the Humane Society, Coroner, Highway Department, Social Services, wreckers and sometimes clergy members.

How does the Center decide which calls are more important than others?

It is the duty and intent of the Rock County Communications Center to provide accurate and timely dispatch of calls for service for the client agencies of the Communications Center. All calls for service, regardless of priority, shall be dispatched when the primary responder(s) is/are available. The calls are entered into the computer aided dispatch system and are assigned a priority of 1, 2, 3 or 4 for urgent, expedite, routine and low priority respectively

How many calls does the Center typically take?

On average the call center handles 1104 calls per day, 33,583 calls for month.

In 2010 the Communications Center processed over 403,000 in-coming and out-going calls, which consisted of 15,300 landline 911 calls, 37,575 cellular 911 calls, 9287 seven digit emergency calls, 141,100 in-coming non-emergency calls. The busiest times of day are 10am to 8pm, the busiest day of the week is Friday and the busiest months are May through August.

Law enforcement responded to over 259,000 calls for service, while fire and ems responded to approximately 14,000 calls for service in 2010.

I call about an on-going problem all of the time and nothing ever gets done. Does the Center just disregard some calls?

The Communications Center does not disregard any calls for service. All legitimate calls are turned over to the agency responsible for service and once this happens, the outcome is out of our control. If you have a concern about how a specific incident was/wasn’t handled, you should contact the department that handled the call and speak to an on-duty supervisor.

I have a situation that needs special attention on an on-going basis. Is it better to call the Center or should I contact the Police Department directly?

In the case of on-going incidents, in which there is nothing happening at the time of the call, it is best to call the respective Police Department. If you call the Police Department directly, they can usually make an effort to pay special attention to your concern. It is not necessary to contact the Communications Center and you can call the Police Department at their direct administrative lines.

Why, at times, does it take so long to get anyone to answer the phone?

As previously stated, there are many calls being answered at any one time. If the call takers are working numerous calls at once, they may need to place several calls on hold and then answer them one at a time.

Should I call the Communications Center if I need information regarding weather, road conditions, or school closings?

Although the Communications Center usually has some of this information, we are usually tied up handling other emergency calls and simply don’t have the manpower to answer some of these questions completely. You may call 1-800-762-3947 for road conditions or tune to local news media for school closings.

If I call 911 and then change my mind, should I just hang up?

You should never hang-up after dialing 911 until told to do so by a dispatcher. Even if you decide after dialing that your call is not an emergency or you mis-dialed, you should stay on the phone and tell the call taker that. If you don’t hang up, usually you can prevent an officer having to respond by simply staying on the phone and explaining what happened and answering the call taker's questions

Is there any special training or experience required to become a telecommunicator?

The educational requirement is a high school diploma or equivalent. Experience is preferred, but not required.

What type of screening process do applicants have to go through?

The selection process includes computer keyboard testing, computer exam, interview(s), psychological, physical, drug screening, and background investigation.

What does the benefit package for employees consist of?

Telecommunicators work a 5/2, 5/3 schedule and have 10 paid holidays, 10-22 vacation days, earn one day of sick leave per month, group health insurance, life insurance and dental insurance and are also enrolled in the Wisconsin Retirement System.

Are telecommunicators part of a union?

Yes. Telecommunicators at the Rock County Communications Center belong to AFSCME local 2489.

What type of training program does the Center have for new hires?

The Communications Center has several communications training officers (CTO’s) assigned to each shift. All telecommunicators have 14 days of academic training and an average of 30 weeks of on-the-job training. All telecommunicators are trained and certified by APCO as basic telecommunicators, as well as emergency medical dispatch (EMD), TIME System, and CPR certified.

Do telecommunicators have to go through any additional training after the initial training?

Telecommunicators receive on-going training both in-house and outside of the Communications Center. There are also re-certifications needed in CPR, EMD and TIME System. As funding and staffing is available, telecommunicators also attend various seminars and conferences to enhance their skills.