The Colleyville City Council approved an agreement to facilitate regionalization of the city's 9-1-1 communication services and jail operations through a partnership with the cities of Keller and Southlake. Since 2007, those cities have successfully partnered to provide these services through a "regional" communications center and jail complex center located in Keller. This communication center was previously known as Keller Southlake Emergency Communications Center (KSECC) and has recently been renamed North East Tarrant Communications Center (NETCOM). It is located in the Keller Police Department at 330 Rufe Snow Drive, Keller.
The move became effective October 1, 2010. The 9-1-1 call response will remain the same. For non-emergency calls, residents can continue to call the current non-emergency number 817.281.3132. As of October 1, a new non-emergency number went into effect; that number is 817.743.4522. While callers are encouraged to use the new number, both numbers will continue to be in effect.
A 9-1-1 caller will notice no difference in their service. While the location of the communications specialist (dispatcher) will change, calls will be seamless and service levels will remain the same. The response time of the Colleyville police, who will still be stationed within Colleyville's city limits, will not be affected. In addition, since Colleyville shares a contiguous border with Keller and Southlake, regionalization would allow dispatchers to send police and fire personnel from other cities, if they are closer, to calls near the city's borders. This could result in faster response times for police and fire services, as other agencies could provide emergency assistance until the primary city agency arrives on the scene.
Do’s & Don’ts of 9-1-1
• Dial 9-1-1 only for an emergency. An emergency is any serious medical problem (chest pain, seizure, bleeding), any type of fire (business, car, building), or any life-threatening situation (fights, person with weapons, etc). You are also urged to call 9-1-1 to report crimes that are in progress, whether or not a life is threatened.
• Do not dial 9-1-1 for a non-emergency. Instead, dial 817-743-4522 (non-emergency telephone number). A non-emergency incident is a property damage accident, break-in of a vehicle when the suspect is gone, theft of property when the suspect is gone, vandalism, panhandlers, intoxicated persons who are not disorderly, or cars blocking the street or alleys.
• Do not pick up the telephone and put it down if you don’t hear a dial tone. You will tie up the telephone network and delay obtaining a line. Stay on the line until you hear the dial tone. If you hear a fast busy signal, all
circuits are busy, try again later. If you reach a recording, the telephone system isn’t available for your call, try again later.
• Do not program 9-1-1 into your auto-dial telephone. You won’t forget the number, and programming the number invites accidental dialing of the number. Also, please do not dial 9-1-1 to “test” your phone or system. This
needlessly burdens the dispatchers and the system with non-emergency calls.
• Do stay on the line when asked to hold by a 9-1-1 operator. If you hang up, your call will be delayed because you will be placed at the end of the other callers.
• If you dialed 9-1-1 in error, do not hang up. Instead, stay on the line and explain to the dispatcher that you dialed by mistake and that you do not have an emergency. If you hang up, a police officer must be dispatched to confirm that you are OK. This will needlessly take resources away from genuine emergencies.
• Briefly describe the type of incident you are reporting. For example, “I’m reporting an auto fire” or “I’m reporting an unconscious person”, or “I’m reporting a shoplifter.” Then stay on the line with the dispatcher-do not hang up until the dispatcher tells you to. In some cases, the dispatcher will keep you on the line while the emergency units are responding so more information can be obtained about the on-going incident.
• Let the call-taker ask you questions. The call-takers have been trained to ask questions that will help prioritize the incident, locate it and speed an appropriate response. Your answers should be brief and responsive. Remain calm and speak clearly. If you are not in a position to give full answers to the call-taker (the suspect is nearby), stay on the line
and the dispatcher will ask you questions that can be answered “yes” or “no”.
• Be prepared to describe the location of your emergency. Although an Enhanced 9-1-1 system will display your telephone number and location, the call-taker must confirm the displayed address or ask you for more specific location information about your emergency.
• If you are a cellular 9-1-1 caller, your telephone number and location may not be displayed. You must be able to describe your location so emergency units can respond. Be aware of your current city, town, address, highway and direction, nearby cross-streets or interchanges, or other geographic points of reference.
• Cellular 9-1-1 callers are frequently routed to a central PSAP that could be many miles from your location. Be prepared to give the dispatcher your complete location, city, town, address or location, inside or outside, what floor or room etc.
• Be prepared to describe any vehicles involved in the incident. This includes the color, year, make, model, type of vehicle (sedan, pick-up, sport utility, van, tanker truck, flatbed, etc.). If the vehicle is parked, the dispatcher will need to know the location of the vehicle. If the vehicle is moving, the dispatcher will need to know the last direction of travel.
• Be prepared to describe the persons involved in any incident. This includes their race, sex, age, height and weight, color of hair, description of clothing, and presence of a hat, glasses, or facial hair.
• Be patient as the dispatcher asks you questions. While you are answering questions, the call-taker is entering or writing down the information. If you are reporting an emergency, most likely a response is being made while you are still on line with the dispatcher.
• Listen to the dispatcher's instructions for assistance if you are in danger yourself. The dispatcher may tell you to leave the building, secure yourself in a room, or take other action to protect yourself.
• Do not hang up until the dispatcher tells you to. Follow any instructions the dispatcher gives you, such as meeting the officers at the door, or flagging down the firefighters at the curb.
• If you are able and have had training, apply first aid to any patients who need it. Give the victim reassurance that help is on the way. Secure any dogs or other pets that may interfere with the emergency response. Gather any medications the patient is taking and which ones the medical crew will need to take with the patient.