FAQs • Norfolk, VA • CivicEngage

Does the 911 call taker know my location when I am using a cell phone?: Assume the call taker does not know your location. Even if your cell phone is able to provide location information, you may still need to provide the call taker with additional information to determine your exact location. Remember, the approximate location the communication center receives could be as large as 3 football fields or more. Be prepared to give specific directions to your location.

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Emergency Communications/911

1. What should I expect to be asked when I call 911?: You will be asked the address where you need an officer, fire or rescue to respond. You will also be asked who, what, when, where, why and weapons along with any description of the person or cars. You will also be asked for some pre-arrival medical information. We will dispatch medical response as soon as possible, but will stay on the phone so we can obtain further information.

2. Why are so many questions asked before an officer, firefighter or medic is dispatched?: Our Telecommunicators are trained to get as much information as possible regarding the situation to ensure the proper resources are sent and bring the proper equipment. It is also to protect the responding units and other citizens in the area. Please try to be patient and answer the questions as quickly as possible.

3. What is considered an emergency call and what isn't?: It is always best to be safe, if you are in doubt, call 911. If you are in immediate danger or have a health risk, smell or see smoke, dial 911.

4. What if I don’t know where I’m at when I call 911?: Look for landmarks, large buildings, street signs or paperwork nearby that may contain address information. Think back to the main street or highway you were near when your emergency occurred. If others are around, ask them where you are. Do not depend on your cell phone to tell us where you are!

5. Does the 911 call taker know my location when I am using a cell phone?: Assume the call taker does not know your location. Even if your cell phone is able to provide location information, you may still need to provide the call taker with additional information to determine your exact location. Remember, the approximate location the communication center receives could be as large as 3 football fields or more. Be prepared to give specific directions to your location.

6. What number should I call? The non-emergency number or 911?: Any time there is an immediate threat to life and/or property call 911. For all other calls, please call the non-emergency number 757-441-5610.

7. If the phone rings several times, should I hang up & call again?: Please do not hang up the phone. When you hang up the phone, a Telecommunicator will have to call you back. Valuable time is lost in returning calls and entering 911 hang-up incidents.

8. Does the 911 call taker know my phone number when I call 911 on a cell phone?: That is dependent upon your cell phone and your wireless carrier (Sprint, Verizon, etc.). The safest way is to be prepared to provide them with that information.

9. Other 911 centers put me on hold or I get an answer machine. Is that the case in Norfolk?: In the event of a significant or overwhelming event there is a remote possibility of a call going into a queue. Do not hang up! The call will be answered in the order it is received.

10. I called a half-hour ago & haven't seen an officer yet?: Calls for service are prioritized based on the urgency of the situation. The call will be dispatched as soon as an officer is available. Sometimes what may seem like a long time, is just a few minutes.

11. I just want to talk to a police officer. How do I do that?: We may refer you to one of the patrol divisions or another part of the Police Department depending on the circumstances.

12. Would it be easier if I just went into my local precinct to make a report?: Many times an officer would have to be called in off the street to take your report, especially if it is after 5pm. In 2006, the police department started closing the precincts a 5pm in order to provide more officers to respond to calls for service. Our officers still "make house calls."

13. I want to report drug activity on the corner but don't want anyone to know I called.: We will always ask your name, however, you are not required to give your name, address or phone number. Even though it appears on our 911 system, just let the call taker know you would prefer to be anonymous.

14. Can a car be parked in front of my front door on the city street?: Yes, as long as the car is legally parked and the car is up to date with registration, tags and inspection stickers.

15. I need to report my neighbor's high grass and the car that is parked in it.: You can go to the City of Norfolk's Cares Assistance Center page. Follow the links to the proper on-line complaint form. It may also be completed anonymously.
Norfolk's Cares Assistance Center

16. Officers came to my house and I want to get a copy of the call. How do I get it?: You can file a Freedom of Information Act (FOIA) form through the City Attorney's office who will help you complete it. They can be reached at 664-4529. You will need to include the date, approximate time, location, and type of call. Please indicate if you want a print out or audio tape.

17. Should I program 911 or turn on my auto 911 feature on my cellular phone?: NO, please do not program 911 or use the auto 911 feature. There are numerous accidental calls to 911 from cell phones due to this feature. Mishaps occur, use your key lock to avoid our Telecommunicators from calling you back.

18. How do cell phones purchased out of town reach Norfolk 911?: Just dial 911. You will always get the nearest 911 center regardless of your location, dependent on the cell tower. Even though you purchased your phone in KS, if you are in the City of Norfolk, you will reach Norfolk 911.

19. Why does the dispatcher transfer my call to another agency?: Your call to 911 may need to be transferred to another agency because cell phone calls are sent to a 911 answering point based on cell tower coverage. Cell coverage areas do not always match political boundaries, so most calls are routed to a 911 answering point that serves the majority of the area. Your call may need to be transferred to the appropriate agency for the area.

20. How do you determine the priority of a call?: Based on the nature of the call, the CAD system will assign a priority number to the call and the call in turn is dispatched accordingly. Typically, all calls that are medical or fire related have are dispatched immediately; calls that are an immediate threat to life or property will get an immediate dispatch for a police officer. Calls that have to do with reports or traffic situations that do not block the flow of traffic may get a lower priority assigned to them. The priorities are set by the Police and Fire Departments, not Emergency Communications.

21. Is the Emergency Communications Center under the Police or Fire Department?: The City of Norfolk's Division Emergency Communications works closely with the Norfolk Police and Fire Department; however we are not under them. We are unique in that we are directly under the Department of Emergency Preparedness and Response which also oversees all natural and man-made disasters

22. What is the "CAD"?: The CAD or Computer Aided Dispatch system is a computer program utilized by the Telecommunicators for processing incoming and dispatching calls for service. It is used to assign the closest police, fire or medic to you based on their location.