What is the Function of the Public Safety Communications Department?
The departments primary role is to provide 9-1-1 services and dispatch services for the Plano Police Department and Fire Department. Other functions include operating and maintaining the city’s radio communications systems, operating and maintaining the Community Warning System and providing public education about 9-1-1 services.

What is Enhanced 9-1-1?
A computerized system which displays the phone number and location of 9-1-1 callers. This system allows communications personnel to know where a call originates from, even if the caller cannot speak. Even if the number you are calling from is unlisted or unpublished, the information will still be displayed.  Enhanced 9-1-1 is available for cellular and VoIP technologies if your carrier provides the service.

When Should I Call 9-1-1?
Call 9-1-1 in the event of a Police, Fire or Medical EMERGENCY. If you have a situation which requires the response of emergency personnel, call 9-1-1. Do not call 9-1-1 to ask routine questions, seek information about traffic tickets, to get directions, or to ask for information about prisoners in jail. If you are in doubt about whether your situation is an emergency; then play it safe and call 9-1-1.

How Much Does It Cost to Call 9-1-1?
Calling 9-1-1 from MOST telephones is free. Calls made from your home, most businesses, cellular phones and from most pay-phones are free when you dial 9-1-1.

What Should I Say When I Call 9-1-1?
Your call will be answered, Plano 9-1-1, what’s the address of the emergency?  This question will be followed with the phone number you are calling from and your name.  The 9-1-1 operator will ask “What’s the problem, tell me exactly what happened?”  Please respond with what your emergency is; i.e. say you are reporting a fire, an accident, a burglary, an injury, or whatever the case may be. From there, let the Public Safety Communications Specialist ask the questions. They will also ask questions regarding your situation, such as the name and description of any other persons involved and other pertinent information. Please be patient. Help is on the way, even while you are talking with the person taking your call.

What Should I Do If I or My Child Dial 9-1-1 By Mistake?
Don’t hang up....stay on the line! Everyone makes mistakes and there is no penalty for accidentally dialing 9-1-1. The Specialist who answers your call will want to verify your name, address and phone number; and make sure there really is no emergency. If you do hang up, you can be sure a Specialist will call you right back to confirm that you are safe. If no response is received on the attempt to call you back, the police will be dispatched.

Who Answers My 9-1-1 Call?
Your call is routed by the phone company, to the City’s Emergency Operations Center at City Hall, where it will be answered by a Public Safety Communications Specialist.

Are the Specialists Trained to Help Me?
Yes! Before being assigned to take 9-1-1 calls, each Recruit undergoes 460 hours of classroom and hands-on training, under the supervision of a Trainer. Specialists then undergo an additional 1000 hours of training to enable them to perform other tasks, such as police or fire dispatching. In addition, all recruits and specialists are trained in Emergency Medical Dispatch, to assist with medical emergency 9-1-1 calls.