Emergency Communications Center

Frequently Asked Questions

When should you call 911?

9-1-1 is for emergencies, potential emergencies, or when an emergency is imminent. Ask yourself:

• Is there a danger to life or property?
• Is there a serious medical emergency (chest pains, seizures, bleeding, etc.)
• Is there any type of fire (building, vehicle, brush, etc.)
• Is there any crime in-progress (robbery, burglary, prowler, fights, etc.)
• Is there any other life threatening situations (traffic accident with injuries, stuck in high water, etc.)
• Is the caller or someone else the victim of a crime?

You should call 9-1-1 anytime you believe there is an actual emergency. If you are unsure, call 9-1-1 and the dispatcher can assist you.

Please do not call 9-1-1 to report that electricity or other utilities are off; to notify authorities of traffic jams; to inquire about government services or to learn general information.

How can YOU help us?

When reporting an emergency:

• Remain calm
• Speak clearly
• Listen to instructions
• Answer all questions

The person answering 9-1-1 is a trained dispatcher. They have been trained as to what questions to ask. Be prepared to follow the dispatcher’s line of questioning. (e.g. WHAT is happening, WHERE the situation is occurring, WHEN did the incident occur, WHO is involved, is a WEAPON involved, what INJURIES have been sustained, etc.).

Where do I call for non-emergency assistance?

The Emergency Communications Center has several non-emergency telephone lines that are accessible to the public. For all non-emergency situations, please call 748-1251 or 748-1431. Examples of calls that should be placed to the non-emergency number are:

• Traffic accidents that do not involve injuries.
• Loud music or barking dogs.
• Late reported incidents such as theft with no suspect information.
• Requests for information.

Why do dispatchers ask so many questions?

Dispatchers ask for pertinent information first – address, type of call, name of caller or those involved. Once the initial information is obtained, additional questions may be asked depending on the type of call. The questioning will not slow down the dispatching of the appropriate assistance. In emergency cases, this information is relayed immediately to field units so they may begin responding to the incident, while the dispatcher remains on the phone to obtain further details that are also relayed to the responding units as it is gathered, in real time. The dispatcher will further assist callers by giving instructions to callers on how to administer life saving techniques, such as CPR, during medical emergencies; to take steps to promote the personal safety of the caller, the victim and responding Police, Fire or EMS personnel, and to engage in those actions that preserve evidence to aid in the apprehension of suspects.

What should I do if I call 911 by mistake?

If you call 9-1-1 by mistake, DO NOT HANG UP. Stay on the line and tell the dispatcher that everything is all right. If a caller to 911 hangs up without stating the problem, the caller must be contacted in order to ensure that no actual emergency exits. This may involve the dispatching of an officer to your home or place of business in order to ensure that a problem does not exist. One common misconception that citizens have about dialing 911 by mistake is they will somehow get into trouble. This is not true!

Who does the center dispatch?

The Emergency Communications Center dispatches for the Police Department, Department of Fire and EMS, Sheriff’s Office and Chesterfield County volunteer rescue squads. These departments serve a population of 290,000 over a 446 square-mile area.

How many calls does the center receive?

In 2005, we handled approximately 695,000 telephone calls in the center. From these, 162,750 calls are dispatched to Fire, Police and Rescue personnel.

Can the center communicate with the speech-impaired and hearing-impaired?

Yes. The Emergency Communications Center is equipped with Telecommunication Device for the Deaf (TDD) that enables typed communications with the caller.

Can I call 9-1-1 from a pay phone?

Yes. Verizon Telephone Company provides free-of-charge access within a 9-1-1 service area from all coin phones.

Can I call 9-1-1 from a cellular phone?

Yes. When 9-1-1 is dialed on a cellular phone, a call from within Chesterfield County will be routed to the Emergency Communication Center based on cellular tower site location. Depending on the type of call, geographical area and other factors, your call may need to be transferred to another jurisdiction or the Virginia State Police.

I speak a foreign language. Can the 9-1-1 Center communicate with me during an emergency?

The Emergency Communications Center provides a service made available from Language Line Inc. This service provides us over-the-phone interpretation of more than 140 languages, 24 hours a day.