Alachua County Sheriff's Office

The Call Taking Process:

9-1-1 Telecommunicators are the true “first responders” in the public safety response system. The Public Safety Telecommunicators in Alachua County are trained to perform many complex functions. Call Takers in Alachua County answer in excess of 500,000 telephone calls on an annual basis. While the majority of these calls pertain to requests for law enforcement, fire, or medical assistance, Call Takers also provide a great deal of information and referral services to the general public in times when they are uncertain where else to call.

For each call received, Call Takers must immediately extract critical information and perform a rapid triage to determine the location and type of call. Calls received on 9-1-1 normally display the location and identification of the caller, however this information will be verbally verified to ensure accuracy. Call Takers utilize a computer aided dispatch system, referred to as CAD, to route the information to law enforcement and/or fire-rescue radio operators who dispatch the appropriate public safety agencies and resources to the scene.

What to Expect When Reporting an Emergency:

1. When using 9-1-1 to report a law enforcement, fire or medical emergency, the 9-1-1 Call Taker will answer with the standard phrase “9-1-1, where is your emergency?”
2. The Call Taker will ask the nature of the call and the address or location where help needs to be sent. As soon as this information is received, the call will be immediately routed to radio dispatchers who will send the appropriate responders.
3. The Call Taker should inform the caller that the call has been sent through to be dispatched.
4. The Call Taker will remain on the line and continue asking questions specific to the type of emergency. This additional information benefits both the person(s) needing assistance as well as the emergency personnel responding to the scene as described below:
   1. Ensures adequate and sufficient public safety resources are sent to properly handle the situation.
   2. The need for any type of specialized equipment or personnel is recognized.
   3. Provides a current situational status for the safety of the persons needing help as well as the public safety personnel responding to the scene.
   4. Allows the Call Taker to provide medical treatment instructions where applicable.
   5. Gives an immediate update if circumstances change or if public safety personnel encounter difficulty locating the address.

Call Takers follow a carefully orchestrated process for each call they receive. For emergency calls, once the caller has provided the location and type of call, the Call Taker routes the information to the Radio Operators who dispatch emergency responders. As soon as a caller has provided the nature and location of an emergency, dispatchers receive the information via computer and send the appropriate emergency personnel. The Call Taker will remain on the line with the caller and continue questioning to obtain further details needed to ensure adequate resources are sent. Callers will be asked questions specific to the type of service they are requesting.

It is important to remember during emergency calls, units are dispatched immediately after the location and nature of the call are provided. Callers will be kept on the line to obtain further details, maintain a current status of the situation, and for the safety of the caller. Staying on the line does not interfere with the ability of the Call Taker to dispatch help, and it will not delay the response. Unless there are personal safety concerns, do not hang up the phone until the 9-1-1 Call Taker says it is ok.

For lower priority, non-emergency calls, the Call Taker will obtain all the necessary information prior to sending the call to be dispatched.