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COMMUNICATIONS

The Emergency Communications Center, also known as the 911 center, answers 911 and non-emergency calls for Robinson around-the-clock. Emergency communications personnel dispatch police, fire, emergency medical services, and animal control calls. When a telephone call is received by the Center either via 911 or on a non-emergency line, the emergency communications officer enters the information into the CAD (Computer Aided Dispatch) system.

The information is then prioritized for dispatch.The center is equipped with the latest technology in order to maintain the City's commitment to quality service.

The main components include Enhanced 911 , Wireless 911, Computer Aided Dispatch, Emergency Medical Dispatch, When should you call 911, What Happens, The Location, The Problem, Accidental 911 Call and Non-Emergency Calls

  Enhanced 911

Enhanced 911 (E-911) provides Communications Center personnel with immediate address information on a 911 caller. This information is critical in providing immediate emergency services to citizens in need.The system allows the emergency communications officer to record that information immediately in case the caller hangs up before the necessary information has been gathered. If that happens, the emergency communications officer can call the person back. If there is no answer, or the communications officer believes there is a problem, a police officer is sent to the address to investigate. If you call 911 in error, please do not hang up. Stay on the line and explain your situation.

It is important that citizens use 911 for immediate public safety assistance. Non-emergency requests are handled by calling (254) 662-0525.

Wireless 911

The Robinson Police Department has the ability and equipment required to work with cell phone companies to pinpoint a caller's location with much greater specificity. The purpose is to get help to the right place even more quickly in an emergency. When calling 911 from a cell phone please give your location and phone number to the communications officer in case you become disconnected.

Computer Aided Dispatch

The Robinson Police Department maintains a state of the art Computer Aided Dispatch (CAD) system. This system allows the communications officer to more effectively dispatch the needed resources to the scene of any emergency. This system also tracks response times and other important data that is used by the police department to improve service to the city.

Emergency Medical Dispatch

The City of Robinson, in conjunction with other area municipalities, has a contract with East Texas Medical Center (ETMC) to provide ambulance service to the City of Robinson. When a medical emergency call is received at the 911 center, the communications officer will relay that call to ETMC so that trained medical staff can assist the caller with first aid or CPR until an ambulance arrives. While the caller is on the phone with ETMC, the communications officer will immediately dispatch qualified rescue units to the scene.

When should you call 911?

Calls to 911 should be reserved for emergencies such as:

A serious medical emergency (chest pains, seizures, bleeding, etc.)
Any type of fire (structure, vehicle, brush, etc.)
Any crime in-progress (robbery, burglary, prowler, fights, etc.)
Any other life threatening situations (traffic accident with injuries, etc.).

What happens when you call 911?

In order to correctly assess the situation for a prioritized response, you will be asked certain questions which are vital to the safety of the caller and the responding Officer(s).

The Location

When you call 911, the emergency communications officer is automatically provided with the phone number and the location that you are calling from. You will be asked to verify this information since quite often individuals call 911 from locations other than where the incident is occurring. If you call 911 from a cell phone, this vital information is not provided. It is very important that you provide the phone number and location to the emergency communications officers when using a cell phone.

The Problem

The emergency communications officer will ask if your emergency is related to Police, Fire or Rescue. At this point you should give a quick description of what occurred. Then you will be asked a series of questions which are extremely important to the proper handling of the call. These may include:

Is anyone injured?
How long ago did the incident occur?
Were there weapons involved and if so, what type?
Did the suspect flee, and if so, which direction?
What was the mode of transportation, a car, bike or on foot?
If a vehicle was involved, what was the description and what was the direction of travel?
What was the physical description of the suspect?
What was the clothing description?

Although these may seem like an unreasonable number of questions during an emergency, they are very important to emergency personnel. For example, if a burglary has just occurred and the suspect flees, the officers have a much better chance of apprehending the suspect if they have a good description of the suspect and the direction that was taken. More important, if the incident in question involved a weapon, the life of the Officer may depend on the information given.

One common misconception of Public Safety Communications is that emergency communications officers wait until finishing the call before sending help. During a true emergency, the emergency communications officers work as a team. One remains on the line with the caller and passes on information to another emergency communications officer, who dispatches Police Officers, Firefighters or other emergency personnel.

It is very important that you stay on the line during a call to 911. The emergency communications officer will continue to ask you questions while the police are en route.

What should I do if I call 911 by mistake?

If you call 911 by mistake, DO NOT HANG UP. Stay on the line and explain that you do not actually have an emergency. If a caller to 911 hangs up without stating the problem, the caller must be contacted in order to ensure that no actual emergency exists. 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.

If I need the police, but it's not an emergency, what number do I call?

If you need the police, but it is not of an emergency nature, please call our non emergency line at (254) 662-0525. Examples of calls which should be placed to the non emergency line are:

Traffic accidents which do not involve injuries.
Loud music or barking dogs.
Late reported incidents such as a theft with no suspect information.
Requests for information.
To report the malfunctioning of traffic signals