When should I call 911?
911 should be used for emergencies only, such as reporting a fire, stopping a crime in progress, saving a life, etc.
What happens if I call and hang up?
It depends if the call is coming from a hard line phone or a cell phone.
For hard wired 911 disconnects, the dispatcher will try to call you back. If there is no answer, a police officer will be dispatched to see if there is an emergency. If a child answers on redial, the dispatcher will ask to speak to an adult to confirm the status inside the home. If no adult can confirm there is no emergency, a police officer will be dispatched to the home. If the line is busy, the dispatcher will attempt to break through with the assistance of the operator to see if assistance is needed.
If the hang up occurs from a cell phone, the dispatcher will attempt to call back. If they get voice mail, they will leave a message for the caller to re-contact us to confirm their status. If we aren't able to confirm there is a misdial, an officer can be dispatched to check the area, depending on the circumstances.
How do you know my name and address when I call 911?
We have what is called "E911" or enhanced 911 capabilities in our dispatch center. This means we have a link directly to the telephone company's computer system. It will automatically show the dispatcher the billing name, billing address and phone number of the caller.
Why do they ask my address when they already have it?
It is important we confirm the location of where the assistance is needed. Some callers also call from one location when they actually need the assistance in a different location. In an emergency going to the wrong place can waste precious time.
Can you tell my address when I call 911 from a cellular phone?
Unfortunately, NO. The call gives us a tower address to start. There are 5 towers in the city of Roseville, and it gives us the closest tower address to the caller. The longer we are on the phone the more it can narrow down the caller's location. In some cases, it can get within feet of the caller.
Why can't you just take my non-emergency call on 911 since we are on the line already?
We only have a limited number of incoming 911 lines for the entire city. Any major accident, fire, fight, etc., will cause numerous lines to ring and will quickly tie up the 911 line. If we take your non-emergency call on 911, it may cause a true emergency caller to wait for an available line.
Why do you ask me so many questions when I call 911?
We ask questions pertaining to the location of an incident, description of vehicles and parties involved. We'll often ask for clothing descriptions of the suspects and victims so the responding officers know who is who when they arrive on scene. We also need to know if a crime is still occurring or occurred at an earlier time. You are the eyes and ears of the dispatcher, and they need to get the entire picture to properly advise those responding to assist the caller.
What if I speak a language other than English?
Dispatchers have the ability to connect with a language line translation service with access to over 240 languages.
Why can't you just send help instead of keeping me on the phone?
In an emergency, you are likely to be very upset or even frantic. Remember, while you are speaking to the dispatcher, help is being dispatched and may already be en route to your location. Sometimes the dispatcher will keep you on the phone to calm you until help arrives, give medical instructions to help those in need, or get important location or officer safety information. If you hang up before instructed to do so, you may delay the arrival of help.