Many times, citizens' first contact with a member of the Frisco Police Department is made when they pick up the phone and place a call to one of our dispatchers. Dispatchers, who work 24 hours a day, 7 days a week, and 365 days a year, are available to answer all non-emergency and 911 calls placed to the police department.
The Communications Division is comprised of one manager, three supervisors, three shift leads and 20 dispatchers who work 8-hour shifts to provide 24-hour coverage. Dispatchers are specially trained to handle all types of calls from non-emergency inquiries about police services to assisting in the administering of CPR during life-and-death situations. Stress is definitely in the job description for dispatchers.
Dispatchers are responsible for answering all calls for service placed to the Frisco Communications Center for both police and fire service. In addition, they dispatch for Frisco's Animal Control Division.
Answering 911 calls is challenging due to advances in technology. Besides traditional phones, dispatchers receive 911 calls from cellular phones and Voice Over Internet Providers (VOIP). We can also now receive 911 calls via text from Verizon phones only at this time. Not all cellular 911 calls provide location information so it’s important to verify your location with the dispatcher when calling 911.
VOIP calls come in on emergency and non-emergency lines but do not always provide the correct location information, so it is very important to stay on the line and give an accurate location for emergency services to respond to. Additionally, not all VOIP calls come directly into the 911 Center. There are numerous services that have VOIP calls go through a service center, who in turn can notify us of a problem or can connect the person so that we can speak to them directly.
The dispatch center is also equipped to handle emergency and non-emergency calls from the hearing impaired.
Please make sure your cell phone keys are locked to avoid false calls to 911.
In 2013, dispatchers answered 46,890 emergency 911 calls, 80,300 non-emergency calls, and placed 37,161 outbound calls in response to emergencies for a total of 164,351 calls for service.
For questions or concerns regarding the Communications Division, please contact the on-duty supervisor for the Communications Division or call the non-emergency police telephone number at 972.292.6010.
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