Stafford Police Department

Communications Division

The Stafford Police Department Communications Division is one of the most important elements of the public service network. The Telecommunications Operators (Dispatchers or TCO's as they are known), handle all incoming 9-1-1 emergency calls and non-emergency calls for service from the public. These calls are processed in the Computer-Assisted Dispatch System (CAD). Dispatchers monitor and respond to service and information requests from the public, evaluate the need for service, and dispatch appropriate police and fire units. Dispatchers perform a vital function within the Department and require skills and abilities that are unique. At all times, they must have the ability to be calm when talking to emotionally upset or irate individuals or when confronted with life and death situations. Dispatchers must listen carefully, simultaneously distinguishing between and monitoring multiple radio transmissions and telephone conversations. They must also have the ability to remember past calls and events and relay correct information to the officers in the field. Working under pressure, Dispatchers must exercise good judgment and make sound decisions in emotionally charged emergency situations.

The Communications Center has modern TDD equipment that assists hearing-impaired citizens so that they receive the same level of service as the hearing community. The Communications Center also has access to the AT&T Language Line which is an organization that assists in communicating with non-English speaking citizens, immediately translating requests for service in over 100 languages.

The Communications Division is managed by the Director of Communications and Records. Staffing consists of 10 full-time TCO's, who work in shifts to provide service 24 hours a day, 7 days a week.

Does your VoIP phone provide 9-1-1 access?

HOW TO REQUEST 9-1-1

When you call 9-1-1, you can expect to answer questions that will help the Dispatcher determine what is happening, what type of response is necessary, how much or what equipment to send, and other information that is deemed pertinent to the call. All callers are normally asked to answer a standard set of questions that will help to type and prioritize the call and provide responding officers with all amplifying information prior to their arrival on the scene.

Possible standard questions:

• What is the address?
• What is the nearest cross street(s)?
• Is it a house, apartment, or business?
• Is there a suite number?

The Dispatcher needs to confirm the WHERE of a call at all times. Be sure to give your phone number in case further information is needed.

Emergency or non-emergency? This is usually determined by:

IS IT GOING ON RIGHT NOW OR DID IT OCCUR EARLIER?
IS THE DANGER IMMEDIATE?

What is occurring? Give a brief description of what is happening.
When did the situation you're reporting occur?
Who is involved? Give descriptions of both the suspect(s) and your own description.
Behavior: How were they acting? Was the suspect under the influence of drugs or alcohol? Drugs and alcohol can make a suspect more easily angered and/or dangerous.
Weapon(s): Since anything can become a weapon, make sure that you tell the Dispatcher about anything the suspect has/had: bat, stick, gun, knife, etc.
Vehicle(s): Give color, year, make, model, body type and license plate/state, as well as the direction of travel.

Dispatchers always place your safety, as well as that of the officer's, FIRST.

Never put yourself in danger to obtain any of the above information. Give the Dispatcher everything you can but never approach a suspect yourself.