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What happens when you call 911? Why prioritize calls? How are common calls prioritized? Dispatch » 911 FAQ * Dispatch * Enhanced 911 * 700 MHz * 911 FAQ Frequently Asked Questions about 911 1. When should I call 911? 2. What if I call 911 accidentally? 3. Why do the dispatchers ask so many question when I call 911? 4. If I call 911, what will they ask me? 5. Why do the paramedic dispatchers ask so many questions? 6. If I call to report a fire, what should I tell the dispatcher? 7. What agencies does the Sheriff's Office dispatch for? 8. When I call 911, why do I get asked to hold on? When should I call 911? 911 is for emergencies or things that could become emergencies. * Is there a threat to life or property? * Are you or someone else the victim of a crime? * Do you have a police emergency? * Do you or someone else have a medical emergency? * Do you need the fire department? If the situation seems urgent and has the potential to become dangerous, call 911. Dispatchers will determine whether your call should be handled by 911 or can be transferred to another person or agency. All other calls should be directed to our non-emergency number: 311. What if I call 911 accidentally? If you accidentally dial 911, do not hang up. Stay on the line and tell the dispatcher that everything is alright. If you don't, the dispatcher may think that something is wrong and send a police officer to check. Why do the dispatchers ask so many question when I call 911? Emergency dispatchers need to get accurate information to allow officers to make the best decision on how to approach the situation. Dispatchers handling fire and paramedic calls must also consider the well-being of the public and the safety of the firefighters and paramedics. Callers will be asked: * Where * What * Who * When * (maybe) Why The information you provide a dispatcher is relayed to responding officers, paramedics or firefighters while they are on their way to the call. If I call 911, what will they ask me? 1. What is the location of the emergency? This is the address where the emergency is actually happening. If you don't know the actual address, tell the dispatcher and then: * Give cross streets or a "hundred block." * Provide landmarks, business names or parks near the emergency. * Look at the house numbers in the area. * If you are calling from inside a home or business, look on a piece of mail. When asked for a location, we need you to be specific. Also, if the suspect just left (such as a theft suspect), we need to know which way that suspect went and a description of how he looked. If you are asked to describe a suspect, start with the most obvious things. Some examples are: * "He was a white male." * "He/she had a gun." * "He/she was at least 6 feet tall." * "He/she was wearing a bright red jacket." * "He had a long brown beard." If you describe a vehicle, include: * License plate information, including the state. * Color. * Year. (If unknown, tell the dispatcher if it was a new or old vehicle.) * Make. (Was it a Honda? Nissan? Ford?) * Body style. (Was it a 4-door? Hatchback? Pick-up truck?) * Other things you may remember about it. 2. What is the phone number you're calling from? This is the number to the phone you're actually calling from. We need this in case we have to call you back. 3. What is the problem? Tell us exactly what happened. Be as concise as possible. Tell us what the problem is now, not what led up to the problem. * "I see a fight on the corner of 6th and Main." * "I am fighting with my husband." * "There is a car accident westbound on I-84 at the Meridian off-ramp." We also need to know if you're going to be at, or near, the scene when we arrive because the police may need to talk to you, or you may need to point out the exact location. We may ask you what kind of car you are in, or what color clothing you are wearing. Why do the _________ dispatchers ask so many questions? Two dispatchers handle every medical call. While one dispatcher is asking very specific questions, the other dispatcher is already sending out an ambulance. You will be asked a series of questions that will help determine the response of paramedics to the call. The paramedics will be better prepared to help the patient with the information you have provided. * What is the location of the emergency? (Where are the paramedics needed?) * Tell me exactly what is happening (with the patient right now). * How old is the patient? (If you don't know, say so and then give a guess of the age.) * Is the patient conscious and breathing? The dispatcher will provide you with some instructions for keeping the patient safe and comfortable until the paramedics arrive. Follow the instructions given to you by the dispatcher. If I call to report a fire, what should I tell the dispatcher? You should be prepared to answer questions like these: * Where is the fire? * What is on fire? * How large is the fire? (This is a only an estimate, think about the size of the fire in relation to something common: the size of a living room, the size of a football field, bigger than a grocery store parking lot.) * Are any structures threatened? Are there flames moving close to any homes or buildings? * Do you know if anyone is inside the housing or building? * Do you know if anyone is hurt? While you are answering these questions, the dispatcher's partner is setting off the bells at the appropriate fire stations and getting help on the way. What agencies does the Sheriff's Office dispatch for? When I call 911, why do I get asked to hold on? The same dispatchers who answer the 911 calls also answer the non-emergency calls for service for all law enforcement agencies in _________. When the dispatch center is busy, the dispatchers have to ask non-emergency callers to hold on while they answer the 911 calls. Every effort is made to get back to you as quickly as possible, and your patience and understanding is appreciated. What is the phone number for the _________? * How do I report a crime? 1) EMERGENCY 2) Non-Emergency When should I call 911? What is another phone number to contact the police department? * What will I need to tell the 911 Dispatcher (phone operator)? * When I call why does the dispatcher ask so many questions instead of just sending an officer? * Why do I sometimes have to wait for an hour or more for the police to come? * How are calls prioritized at the __________ Police Department? * What happens when I call 911 from a cellular telephone? * Why don't I see my beat officer on a regular basis? * Why are some beats so much larger than others? * How can residents help reduce crime in their neighborhood? * How are crimes investigated? * What happens when an investigation is completed? * Why shouldn't I call the Police when power is out? - BEAT OFFICER QUESTIONS - * What are a police officer's duties? * In what kind of conditions do __________ Police Officers work under? * What kind of training do __________ Police Officers receive? * Who is my Beat Officer and how do I find him or her? * How do I commend a _________ Police Department _________? * How do I complain against a _________ Police Department __________? -TRAFFIC QUESTIONS- * What are the driving rules when a police vehicle is approaching with lights and siren on? * Why do police vehicles block the roadway when making a car stop? Why can't the officers move their unit when I tell them to do so? * Why can't an officer assist me while he/she is making a traffic stop? * When I am driving and come to an intersection with the signals working and there is a uniformed person in the middle of the intersection waving their arms, whom do I respond too? * How do I request traffic enforcement for a certain area? - NARCOTICS AND VICE QUESTIONS - * How do I report drug or prostitution activity in my neighborhood? * Is it worth calling the police even if I do not have all the information and I just suspect drug dealing or other illegal activity? * What should I say to the dispatcher if I think someone is selling drugs? Should I call that in if I only think someone is selling? * Will the police respond to my call if I don't leave my name and number with the dispatcher? * I have found used needles on my property. Who should I call? - REPORTS - * How do I obtain a letter of good standing? * How do I obtain a copy of a police report? - ALARM QUESTIONS - * What constitutes a false alarm? * How many false alarms do I get before I have to pay a fine? * What can I do to reduce false alarms? - GENERAL QUESTIONS - * * CONTACTING THE POLICE Q. How do I report a crime? 1) Emergency 2) Non-Emergency When should I call 911? What is another phone number to contact the police department? Q. What happens when I call 911 from a cell phone? Q. What will I need to tell the 911 Dispatcher? When you call the 911 communications center, a dispatcher will ask you questions in order to ascertain the nature of the crime and the description of the persons involved. All of the questions a dispatcher asks are done to assist a responding police officer in handling the call. Some things to keep in mind when talking to dispatchers are listed below: When it happened or if it is still "in-progress." If there are any injuries. If there are any weapons involved or mentioned; if weapons are involved or mentioned, give a description of what type of weapon, color, size, etc. Describe the suspect, focusing from head to toe; i.e. sex, ethnicity, height, weight, hair color, eye color, skin complexion, facial hair, glasses, tattoos, marks/scars, clothing and clothing color. Describe the vehicles associated with the incident. The last known direction of travel of the person(s)/vehicle(s). Q. When I call, why does the dispatcher ask so many questions instead of just sending an officer? In order to determine what type of response priority (priority is explained more below) is needed, the dispatcher needs to determine who is involved, what happened, when the incident occurred, where the incident is occurring, why it is occurring, and how many people are involved in the incident so they can determine how many officers are needed to bring the incident under control. The dispatchers work as a team so while one dispatcher is gathering information from you another dispatcher could be helping out by sending officers right away. Q. Why do I sometimes have to wait for an hour or more for the police to come? Depending on the type of call, it is ranked according to the seriousness of the reported incident. (see information about priority below) If the call does not require an immediate response, it waits until there is an officer available to respond. Thus, a report only status will take longer than an emergency call needing an officer now. Q. How are calls prioritized at __________ Police Department? All calls for service are given a predetermined priority code based on the activity that is being reported. · Priority 1: Calls dispatched immediately. These calls include situations involving threat to life, crime of violence, in progress felonies, missing juveniles (under 12 years old), and accidents with injuries. · Priority 2: These calls should be dispatched within 20 minutes. They include situations involving business or residential alarms, calls with a threat of violence, and suspicious circumstances (involving suspicious vehicles, or suspicious persons). · Priority 3: These calls should be dispatched within 60 minutes. These are calls in which a significant amount of time has passed since the crime occurred. These include crimes such as burglary, thefts, vandalism, with the responsible parties gone. · Priority 4 and 5: These calls include parking matters and abandoned automobiles. Q. Why don't I see my beat officer on a regular basis? The beats here in Berkeley are relatively large areas. Officers are required to patrol these areas over a 10-hour shift. During this time, officers must also respond to calls for service on their beat. After responding to a call, officers must frequently write a report which can take anywhere from 15 minutes to an entire shift. When the Beat Officer has free time, they conduct regular patrols of their beats. If the Beat Officer is writing a lengthy report, officers from neighboring beats will handle calls for service. To see which officers work in your neighborhood, visit our current beat officer page. To see which beat is associated with your address, take a look at the beat map. Q. Why are some beats so much larger than others? The beat configurations were based on a comprehensive study conducted by the Police Department. Beats were divided into areas that had a comparable number of calls for police service. To see which beat is associated with your address, take a look at the beat map. Q. How can residents help reduce crime in their neighborhood? Residents can be helpful by being the eyes and ears of their neighborhood. If you see something that appears suspicious, it probably is. Call the police and provide a good description of the problem and the people involved. Additionally, the __________ Police Department is a strong supporter of the Neighborhood Watch Program. This Program allows communities to build ties amongst neighbors and the Police Department. The Program also promotes proven crime prevention strategies. To learn more about Neighborhood Watch from it's members, please visit the __________ Safe Neighborhoods Committee Web site. If you are interested in joining a Neighborhood Watch Program, please contact our Community Services Bureau at __________. Q. How are crimes investigated? When a crime is reported, the Beat Officer responds to the scene. Once the scene is safe, the officer will initiate an investigation. Depending on the circumstances, the officer may conduct interviews, survey the crime scene, and locate relevant evidence. After the preliminary investigation is completed, any follow-up that is needed is handled by detectives. Q. What happens when an investigation is completed? In criminal cases, an investigation is completed when a suspect has been identified and arrested. At this stage, the case is forwarded to the __________ County District Attorney's Office for prosecution. Q. Why shouldn't I call the Police when power is out? PG&E service is out - don't call the Police Dept as we have no information and no control on when it will be put back into service. Call PG&E at the # listed in your phone directory and they will call you back. BEAT OFFICER QUESTIONS Q. What are a Police Officer's duties? __________ Police Officers perform general law enforcement duties in the City of Berkeley. Officers have the authority to enforce laws throughout the State of California. They patrol an assigned area in vehicles, on bicycles, or on foot. Officers frequently intervene in situations involving crimes in progress, initiate their own investigations, apprehend suspects, investigate traffic collisions, respond to calls involving emotionally disturbed persons, interact with the public, and attend Neighborhood Watch Meetings. Q. In what kind of conditions do __________ Police Officers work under? Police Officers spend much of their time working outdoors, walking and/or standing in an assigned area for longs periods of time. They must also be able to drive or sit in a patrol car during their shift while remaining alert. Officers are called upon to run after suspects and, in the process, may be required to scale fences, climb stairs, or circumvent other obstacles. Officers may be called upon to carry an injured adult, restrain suspects when necessary, and be able to subdue a suspect who is resisting arrest. Officers must be able to do all of these activities while wearing heavy equipment and a bulletproof vest. Q. What kind of training do __________ Police Officers Receive? __________ Police Officers attend a State certified police academy that lasts approximately 6 months. After the academy has been completed, new officers participate in our Field Training Program which lasts approximately 4 months. Officers continuously receive updated training throughout their careers here in _________ . Q. Who is my Beat Officer and how do I find him or her? Each beat has different officers that work there depending on the time of day and day of the week. To find your beat officer see our current beat officer page. To see which beat is associated with your address, take a look at the beat map. Q. How do I commend a _________ Police Department _________? If you would like to commend a __________ Police Department _________ you can write an email using the comment form. Simply check off the "Praise" box on the form and describe the event. This letter will be forwarded to the _________ and his or her supervisors. You may also mail a commendation to the following address: Chief of Police _________ Police Department (Address) _______, (State) __________ Q. How do I complain against a __________ Police Department __________? If you would like to complain about an ________, you may file a personnel complaint. This is any charge against an __________ of the Police Department that is made to protest an action taken or omitted by the __________. If you would like to make a complaint between 8AM and 5PM, you may call __________ at __________. At all other times commanding or supervisory officers at the Public Safety Building can take complaints. If you desire to do this, call __________ and state, "I want to make a complaint against an ________ of the Police Department." The call will then be transferred to the appropriate person to take the complaint. When you speak to a member of the ________, they will explain the complaint process and provide you with options on how to proceed. The Chief of Police makes the __________ as to the disposition of the complaint and will inform the complainant of his findings. You may also file a complaint with the Police Review Commission by calling them at ___________ TRAFFIC QUESTIONS Q. What are the driving rules when a police vehicle is approaching with lights and siren on? Under California Vehicle Code section 21806, any vehicle, other than the emergency vehicle, must pull over to the right hand edge of the curb, clear any intersection they may be in, and come to a stop until the emergency vehicle has passed. Any vehicle making a turn must also do the same, when safe to do so, to allow the emergency vehicle to pass. Any pedestrian must proceed to the nearest curb and stay there until the emergency vehicle has passed. Q. Why do police vehicles block the roadway when making a car stop? Why can't the officers move their unit when I tell them to do so? Police officers will create a safe zone to make their approach on foot by angling their police unit slightly into traffic. Until they are done with their traffic stop, their police unit is left in place. Officers, depending on the type of traffic stop, and if it is safe to do so, may move their unit upon a request by a citizen. However, if the traffic stop is not safe, then any citizen making a request will have to wait unit the traffic stop is completed. Q. Why can't an Officer assist me while he/she is making a traffic stop? Because of the nature of traffic stops and their inherent danger, the officer has to focus only on the vehicle/occupants. The officer's full attention has to be with the occupants of the vehicle and only after the stop is completed can the officer divert his/her attention. Q. When I am driving and come to an intersection with the signals working and there is a uniformed person in the middle of the intersection waving their arms, whom do I respond too? The driver of any vehicle should respond to the uniformed person who is waving their arms. There may be some physical damage to the roadway, there may be equipment that is blocking the right of way, there could be overhead wires down in the roadway, measurements are being taken to document a collision, or emergency equipment is responding to the scene, or any other good example, and the uniformed person waving their arms is trying to get your attention. Q. Are police officers required to write so many traffic citations per day or do they have a quota? Quotas are prohibited by law, officers issue citations based a number of factors, including; current road conditions, traffic complaints, collision history, location (School Zone, Downtown area, etc.), speed surveys, and traffic volumes. Q. How do I request traffic enforcement for a certain area? Please fill out our Traffic Enforcement Form. You may also contact the an officer in the Traffic Bureau by calling __________. Q. Where do I find out the cost of the fines associated with the ticket I received? Fines for Vehicle Code Violations are calculated using a complex formula involving the Municipality, County, and State. These fines are subject to change without notice. Based on this, the courts are the best place to get specific dollar amounts for fines associated with traffic violations. This information is included on the courtesy notice mailed by the courts. Q. I have lost my traffic citation what should I do? If you have lost your traffic citation, contact the Berkeley Traffic Court at __________. It may take several weeks before the courts have processed the paperwork and have your ticket on file. Q. How can I contest a traffic citation? Whenever a person is issued a traffic citation, they have the option of paying the ticket, or appearing in court to contest the ticket. A courtesy notice is typically mailed from the Berkeley Traffic Court sometime between 30 to 60 days after the citation was issued. This notice will lay out the fees for the ticket and explain the procedure for requesting a court date. If you have not received a courtesy notice, you are still responsible for the ticket and should call the Berkeley Traffic Court at (510) 647-4401. Q. How do I contest a parking ticket? Individuals may request a hearing to contest a parking ticket within 21 days of the citation. You may schedule a hearing by going to 1947 Center St in Berkeley between 8 a.m. and 4:30 p.m. Monday through Friday. The phone number is (510) 981-7200. You can also mail your request or pay by mail. Remember to include the citation number on the correspondence, check, or money order. Customer Service Center Attn: Parking Citation Unit 1947 Center Street Berkeley, CA 94704 Q. How do I find out how much my parking ticket will cost? The cost of the ticket is usually written on the ticket. If you have questions please call (510) 644-8732 or go to 2020 Center Street in Berkeley to find out how much the citation will cost. Q. Under what circumstances are vehicles towed? There are many reasons that vehicles are towed. The most common reasons vehicles are towed are: · Driver is unlicensed or license is suspended. · The vehicle is not registered or the registration is expired. · The vehicle has more than 5 outstanding parking tickets where payment is delinquent. · Certain Vehicle Code violations (blocking roadway etc.). When a vehicle is towed, the owner must take care of the reason it was towed before they can recover their car. This means any outstanding citations or delinquent registration fees must be paid before the car can be released. Depending on the violation, this may require the owner to go to the DMV, or local Police Department. If your car has been towed, the Police Department can direct you to the correct tow company so that you can begin the process of recovering your car. Any person who has had their car towed is entitled to a tow hearing. If you need to schedule a tow hearing, please call the Traffic Bureau at (510) 981-5980. We are unable to schedule tow hearings on the same day the vehicle was towed. Q. How do I obtain a stored / impounded vehicle release? If your vehicle was towed by the Berkeley Police Department for any of the below listed offenses, you will need a Vehicle Release before the towing company will return your car. Releases may be obtained at the Public Safety Building located at 2100 Martin Luther King Jr. Way. If your vehicle was impounded/stored by the Berkeley Police Department, for the following violations, you are required to pay a release fee of $75 to the City of Berkeley, plus any towing and storage charges: * Failure to pay parking citations - 22651(i) VC* * Expired registration - 22651(o) VC * Unlicensed driver - 22651(p) or 14602.7 VC* * Abandoned or parked over 72 hours 22651(k) VC * Unlicensed/Uninsured Taxi Cab (53675.61 GC/6325NS) *If your vehicle was impounded for excessive unpaid parking citations (22651(i) VC), you will also need a release from the City of Berkeley Parking Citation Payment Center. *If your vehicle was impounded pursuant to 14602.7 VC (Drivers License Suspended), the vehicle will not be released until completion of a Tow Hearing. Call the Berkeley Police Traffic Bureau at (510) 981-5980 for scheduling. If your vehicle was stored by the Berkeley Police Department for the following violations, you are NOT REQUIRED to pay a release fee, but may be liable for towing and storage charges: * Recovered Stolen Vehicle * Driver Arrested* 22651(h) VC * No Evidence of Registration 22651(j) VC * Illegally Parked Vehicle 22651(r) VC *Other offenses, not involving drivers license - 22651(h) VC. In most cases, you will be required to furnish evidence of current registration and a valid drivers license to obtain a Police Release. If you have questions concerning towed vehicles, vehicle releases, or the reason your vehicle was towed, please call: * Berkeley Police Customer Service Counter (Business Hours) (510) 981-5750 * Berkeley Police Jail (After business hours, weekends and holidays) (510) 981-5766. *Fees and policies are subject to change without notice* Q. How do I report a Traffic issue to the Police? If there is an emergency, you should call 911. If it is not an emergency, but is an issue that needs to be addressed quickly, call Berkeley Police Department's non-emergency number at (510) 981-5900. If it is something that does not require immediate attention, please fill out the Traffic Enforcement Form. Q. How do I file a collision report? If you are involved in an injury collision or one where a vehicle poses an immediate traffic hazard, you should call 911 immediately. If you are involved in a non-injury collision that has significant property damage, you may call Berkeley Police Department Dispatch at (510) 981-5900 and report the accident. A formal police report is not necessary in cases of accidents that do not involve injury and have little property damage. In these cases, the involved parties must exchange insurance and identifying information and should then contact their insurance companies. Q. How long can I park in a metered spot when the parking meter is broken? Berkeley Municipal Code Section 14.52.130 states, " Where parking meters are installed in the City, if the parking meter is inoperable for any reason, the time limits posted on the parking meter shall be enforced during the hours of operation of parking meters." Q. I Have questions about Berkeley's Red Light Camera Enforcement Program. The City of Berkeley is instituting a red light camera program that is being rolled out by the Office of Transportation. For comprehensive information about this program please visit the Berkeley Office of Transportation. NARCOTICS AND VICE QUESTIONS Q. How do I report drug or prostitution activity in my neighborhood? If you see drug activity, you may call Berkeley Police Department's Secret Witness Program at "THE COPS" 843-2677. You can remain anonymous. COPS calls are considered priority calls. Police try to respond to these calls within 5-minutes. You can also call Berkeley Police Department's non-emergency number at 981-5900 or for cases that require a more in depth investigation, you may call Berkeley's Special Enforcement Unit directly at (510) 981-5818. Q. Is it worth calling even if I do not have all the information and I just suspect drug dealing or other illegal activity? Yes. You may be one of several calls. Your neighbor may also be calling in and together the information may give the police a better picture of what is happening. Q. What should I say to the dispatcher if I think someone is selling drugs? Should I call that in if I only think someone is selling? You should call the police under these circumstances. You can indicate that you see some suspicious behaviors that might be related to possible drug dealing. Then tell the dispatcher what you see. They will know what questions to ask in order to get the information they need. Q. Will the police respond to my call if I don't leave my name and number with the dispatcher? It is always better to leave a name and number, but it is not required. The reason it is preferable to leave this information is that officers may need to contact the caller to get additional information. All calls are treated the same whether or not the caller identifies themselves. Q. I have found used needles on my property. Who should I call? REPORTS Q. How do I obtain a letter of good standing? Q. How do I obtain a copy of a police report? ALARMS Q. What constitutes a false alarm? A false alarm is defined as the activation of an alarm system through mechanical failure, malfunction, improper installation, or the negligence of the owner or lessee of the alarm system or his/her employees or agents. This does not include alarms caused by earthquake, windstorm, or other violent conditions. Q. How many false alarms do I get before I have to pay a fine? There is no charge for the first false alarm. Below is a table for the current fee schedule. Fees are subject to change, whereupon a notice will be sent out. False alarms within a 90 day period: Fine 1 alarm No Charge 2 alarms $75 3 alarms $100 4 alarms Q. What can I do to reduce false alarms? |