No call is the same

No call is the same, no matter the reason, and no matter if the call is similar in nature.

Here are a few examples of a similar call made by different people who needed close to the same assistance.

Texas County 9-1-1 also answers non-emergency calls for Texas County Sheriff’s Office, Houston, Licking and Summersville Police Departments. These calls do not always fall under the regular 9-1-1 calls and usually cannot be automatically mapped or located.

As the phone rings…

Tyler: “9-1-1, dispatch?

Caller: “Is this really 9-1-1? I didn’t dial 9-1-1 I called the other department.”

Tyler: “What department where you trying to call?

Caller: “Well, it was not 9-1-1.”

Tyler: “We dispatch for multiple departments; it may have been one that we dispatch for, and it is forwarded to dispatch. What department do you need to speak with?”

Caller: “I just need to speak with someone with the police!”

Tyler: “What police department would you like to speak with?”

Caller: “The one I just dialed, just put me through to them!”

Tyler: “We dispatch for multiple police departments, which one were you trying to reach? I can take your name and phone number and have an officer call you back.”

Caller: “Just put me through.”

Tyler: “If you let me know what department you need to speak with, I can take your phone number and name then someone from that department will call you back. Unfortunately, I cannot put you through.”

Caller: “You are useless!”

The caller hangs up only to call back three more times finally answering the questions on the third call.

Tyler: “9-1-1, Where is your emergency?

Caller: “I am so sorry, I do not have an emergency, I was just trying to call the police department. I am not sure how that happened.”

Tyler: “It is OK, we dispatch for multiple departments. Which department were you trying to reach?

Caller: “I was trying to contact the Houston police department, but it is not an emergency. I lost my wallet and need to file a report.

Tyler: “I can take your name and number and have an officer call you back.”

Caller: “Ok, I would appreciate that, again sorry about reaching 9-1-1.”

The caller gave his information and then an officer was notified.

Tyler: “9-1-1, Dispatch”?

Caller: “9-1-1, Woah, this is ridiculous, who is this?”

Tyler: “You have reached 9-1-1 dispatch.”

Caller: “Funny, I am trying to reach the police.”

The caller hangs up, to only call back again.

Tyler: “Dispatch.”

Caller: “Yeah, I was trying to reach the police department.”

Tyler: “We dispatch for them; can I help you?

Caller: “I just need to talk to them. That is why I called their phone number and not yours.”

Tyler: “I can have an officer give you a call. What department do you need to speak with?”

Caller: “Licking Police Department is who I called and that is who I need to speak with.”

Tyler: “If you will tell me your name, phone number and what is regarding I will have an officer give you a call.

The caller provided a phone number and nothing more. This information was given to the Licking Officer as soon as they had cleared the event they were currently handling.

Tyler: “9-1-1, Where is your emergency?”

Caller: “I didn’t dial 9-1-1; I need the law here, not 9-1-1.”

Tyler: “We dispatch for multiple departments. What department do you need?”

Caller: “Texas County, needs to get here now, he has returned!”

Tyler: “We dispatch for them. Who has returned? What is happening?”

Caller: “Jack, came back and it looks like he has a gun, this time.”

Tyler: “Where are you?”

Caller: “At my house!”

Tyler: “What is your address?”

Caller: “Oh, sorry, it is…”

This caller was having an issue with an estranged husband that had a history of domestic violence. They were scared and just knew to call the Texas County Sheriff’s Office. Tyler was able to quickly dispatch a deputy via radio. He stayed on the phone with the caller obtaining further information and updating the responding deputies on any activity.

Tyler: “9-1-1, Where is your emergency?”

Caller: “Sorry there is no emergency, I just want to talk to the police.”

Tyler: “That is OK, we dispatch for multiple departments. What department do you want to speak with?”

Caller: “The one here in Houston area.”

Tyler: “What is it regarding?”

Caller: “I would like to let them know about some illegal activity and I am worried someone is going to be hurt, if someone doesn’t check on it.”

Tyler: “Do you know the address or location.”

Caller: “I don’t know the address, but it is happening in Houston.”

Tyler: “Is it inside the city limits of Houston?”

Caller: “I am not sure, but I think so.”

Tyler: “Is there an emergent situation there now?”

Caller: “No, all is fine now but I just need to let the police know some things.”

Tyler: “What is your name and phone number? I will have an officer give you a call back.”

Caller: “I would like to remain anonymous; I can’t let them know that I am the one that called.”

Tyler: “All information that is received is confidential and only provided to the officer. If you wish not to leave your name that is OK, but I will need a phone number for the officer to call you back.”

Caller: “If you can just have them give me a call that will work.”

The caller gave their name and phone number, understanding that all was to remain anonymous, and all was confidential. Information was relayed to the on-duty officer.

All these callers dialed the 10-digit numbers for a police department. They truly did not dial 9-1-1 emergency. However, those numbers are automatically transferred to dispatch when calling for an officer, deputy or the police department. Just as no call is the same, no caller is the same. When the calls are received the dispatcher will handle each call as an emergency until it is deemed otherwise.

As all calls received are confidential, these are only scenario examples based on thousands of calls answered by the unseen heroes of dispatch.

The Texas County Emergency Services office in Houston is funded by a 3/8-cent countywide sales tax approved by voters in 2013. Director Terra Culley can be reached by phone at 417-967-5309 or by email at terraculley911@hotmail.com .

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