OverviewThe Roswell 911 Emergency Communications Center is a division within the Roswell Police Department that provides dispatch and E911 services for the City of Roswell. The Center is staffed with civilian personnel working together as 911 call-takers, law enforcement and Fire/EMS dispatchers, trainers, supervisors, administrators, managers, and systems staff.
The Roswell 911 Center is responsible for answering both emergency and non-emergency calls-for-service on a regular basis. The Roswell 911 Center monitors up to nine radio channels, and has the capability to monitor more than 80 additional channels, if necessary. The center is also responsible for ten E911 phone lines and more than 40 additional emergency and non- emergency lines. In FY18, the Roswell 911 Center handled 118,794 incidents for Law, Fire and EMS. The City of Roswell Police and Fire operate on the North Fulton Regional Radio System Authority.
The division is consistently recognized for professionalism, commitment to public safety, leadership, and innovation. The Roswell 911 Center performance and training is measured against the standards provided by the International Academy of Emergency Dispatch (IAED) and the Association of Public Safety Communications Officials (APCO). The Roswell 911 Center was recognized by the National Center for Missing and Exploited Children (NCMEC) for achieving a partnership with the Missing Kids Readiness Project (MKRP) in 2017. The MKRP promotes best practices for responding to calls of missing, abducted, and sexually exploited children. The Roswell 911 Center has met or exceeded training and policy elements demonstrating preparedness for responding to missing child incidents. Roswell 911 is the 6th 911 Center in the State of Georgia to achieve this status.
In March 2018, the Roswell 911 Center was awarded its first Public Safety Communications Accreditation through the Commission of Accreditation for Law Enforcement Agencies (CALEA). In order to achieve accreditation, a highly prized recognition of law enforcement and communications professional excellence, the Roswell 911 Emergency Communications Division was required to demonstrate full compliance with 212 state-of-the-art performance standards focusing on four areas of responsibility: policy and procedure, management, operations, and support services. A CALEA-certified public safety practitioner verified compliance with the performance standards through a file review and on-site assessment in October, 2017. CALEA accreditation requires a communications center to develop a comprehensive, well thought out, uniform set of written directives. It also requires a preparedness program be put in place to assure that the communications center is ready to address natural or manmade unusual occurrences. According to the CALEA Assessment Team Leader, the Roswell 911 Emergency Communications Division provides a high level of professional service to the citizens they serve. Agency personnel were found to be well trained, highly professional and knowledgeable. The Roswell 911 Center is the 10th 911 Center in the State of Georgia to receive this accreditation.
The Roswell 911 Center’s authorized strength is 27 full-time employees. The Georgia Crime Information Center (GCIC) Coordinator is also under the responsibility of the Roswell 911 Center; however, the position is funded by the police department general fund and is not included in the authorized strength.
The Roswell 911 Center operates four twelve-hour shifts. Each shift has an assigned Communications Supervisor and Senior Communications Officer. The Roswell 911 Center works closely with the City’s GIS and Information Technology (IT) Divisions in order to maintain and manage the Computer Aided Dispatch (CAD) and Mapping systems.
At this time, all Roswell 911 Center operations are funded completely by 911 wireless and landline fees.
I will demonstrate professional excellence through leadership, cooperation and dedication to serving the public. I recognize diversity among the members of communities and departments, allowing for fair and open access to services. As a Public Safety Telecommunicator, there is recognition of the honor of my office that is a symbol of public faith.
What happens when I call 911?
As a caller you should expect to answer the following basic questions:
1) Where is the situation happening – address, building, intersection, etc.
2) What is happening – car crash, house fire, injured subject
3) Who is involved – including how many & descriptions, calling party involvement
4) When did it happen – something old or a situation in progress
The call-taker may repeat back certain information including the address or phone number. It is important for you, the caller, to remain as calm as possible and allow the 911 operator to direct the conversation. This will ensure the quickest and most appropriate response.
What if I don't know where I am?In this age of smart phones, it can be tough knowing exactly where you are when you call 911. Under normal circumstances, a Roswell 911 operator can pinpoint your location only to the nearest tower that your wireless phone connected to. If you do not know an address near you, look for landmarks, signs and buildings. Even the name of the closest business can be used to help determine your exact location.
When should I use 911?Anytime you need immediate assistance from law enforcement, EMS, or the fire department. 911 should not be used to ask about traffic conditions, directions, or for general information. The non-emergency line for the Police Department is 770-640-4100.
What should I do if I (or my child) calls 911 by mistake?Don't hang up! Have an adult explain to the 911 operator what happened. If the line has already been disconnected, make sure to answer the phone when it rings. It is most likely the 911 operator calling you back.
What is "emergency mode" on my phone?Once you have dialed 911 on your cell phone, it may place itself in “emergency mode.” This should prevent any incoming calls or texts other than a return call from dispatch, in case of a dropped call. Contact your service provider for more information about how this feature works on your phone.
How can I teach my children about 911?It is important to teach kids the proper use of 911. It could be your life they save. Give them scenarios and quiz them on their address and other information so they will be comfortable telling the 911 operator. Consider unplugging the phone and have them actually press the numbers. Cell phones are all different, but many have a feature to bypass the keypad lock for emergency calls. Make sure kids know specifically what buttons to press to complete a call. Make it a habit, like changing the batteries in your smoke detectors. Stress the importance of only calling when it is a true emergency (fire vs argument with little brother) and what to do if they call accidentally.