Delivering Exceptional Services

Irving Police Communications

...Always Ready...

 
 
The Communications Section of the Irving Police Department is responsible for answering 9-1-1- calls and non-emergency calls from the public.  This is the central "hub" at which information flows in and out to emergency responders and citizens.  Communications personnel / telecommunicators, also take non-urgent reports by phone   they enter stolen vehicles, property and missing persons, as well as, making confirmations on recovered stolen items and valid warrants.  Telecommunicators are the "first" first responder on each and every 9-1-1 call!
 
Breakdown of personnel:  Communications is staffed 24/7 and compromised of three shifts with two supervisors assigned to each shift.  Distributed on the shifts are seven Senior Dispatchers, twenty-two Dispatcher II's and sixteen Dispatcher I's (Call Takers)
 

Below are some of the more "Frequently Asked Questions" that may provide you with valuable information.  In addition to these please peruse this section for other useful and informative information inclusive of, but not limited to; 9-1-1 Tips, Job Opportunities, Training Opportunities hosted by IPD, Internship Program, National Telecommunicator's Week, 9-1-1 for Kids (games/puzzles/songs, etc.), Telecommunicator Emergency Response Taskforce (TERT) and more!

Useful Information and

Frequently Asked Questions:

9-1-1 is for Emergencies Only! Don't tie up a 9-1-1 line when it is not an emergency.

  • Anything that could cause someone harm
  • Incidents that are in progress/currently taking place
  • Suspicious activity that is currently taking place

Know your location! When calling 9-1-1 the very most important thing we need to know is WHERE we need to send help.

  • Apartments - know the address, name, building and apartment number for the complex
  • Intersections - know the name of the street you are on and the street that intersects with it
  • Business name
You cannot text 9-1-1. The technology does not currently work, however, it should be coming in the near future.

9-1-1 is for everyone! If you speak another language - ask for someone who speaks your language.
  • We have dispatchers who do speak Spanish and if we can get one on the line we will.
  • We also utilize a translating service called Language Line. We can get a translator for any language and have the ability to communicate with the deaf/hard of hearing.
  • It may take a few moments to get a translator on the line, so be patient and do not hang up.
9-1-1 in the Metroplex
  • Every city is different in how they are organized
  • In Irving - the 9-1-1 call goes to the Police Department. If it is a Fire/Medical call, it will be transferred to the Fire Department.
  • Other cities handle all calls - police, fire and ambulance and even handle calls from other jurisdictions.
Do not hang up before someone answers!
  • If you receive a busy signal or a message, stay on the line unless you are in danger. If you hang up, and call 9-1-1 again, you will go to the end of the line for 9-1-1 callers. Every time you call 9-1-1 and hang up a dispatcher has to call back the number and investigate the call before going to the next call. So, stay on the line and wait for a dispatcher to answer your call.
If you have to hang up...
  • If you are in danger, please tell the dispatcher and let them know you need to hang up.
  • If you can, lay the phone down so we can hear what is going on.
  • Otherwise, stay on the line.
Try to be calm and speak clearly to the dispatcher. The Dispatcher will ask you a lot of questions.
  • If you are hysterical, we can't understand what you are trying to say. The quicker we get the information, the faster we can have officers respond.
  • We need to know Who, What, When, Where and sometimes Why.
  • The dispatcher is the "ears until the eyes can arrive" - meaning, they hear what is going on and relay the information to the officers who are responding. This information gives the officers an idea of what has taken place and who and what to look for.
  • The dispatcher talking to you is not the person who will dispatch the officers. While the initial dispatcher is asking questions, gathering information and entering it into a computer a second dispatcher is viewing the call and dispatching it to the officers. So, do not get frustrated with the number of questions being asked, it is not delaying the officers from responding.
  • Tell us if someone has a weapon! We want to keep our officers and citizens safe! A beer bottle or brick can be a weapon if someone is using it to threaten another.  
Teach your children their address and phone number!
  • Help your child memorize their home address and phone number in case they ever have to call.
  • Make sure they know not to play with the phone.
  • Practice scenarios with your children and teach them what an emergency is.
  • All of Irving's Elementary Schools are given 9-1-1 training material for second grade students. Talk to your children.
Tell us if you want to see or speak with the officer who responds to your call.
  • It is up to the caller to tell us if they want to speak to the officer.
  • If no contact is needed, the officer will be dispatched to the area and investigate the complaint. If he or she does not find anything they will leave the area and close out the complaint.
  • If contact is requested, the officer will make sure they contacts the caller prior to clearing the complaint.
Be careful with old cell phones that do not have a cell service provider.
  • Take the battery out of old cell phones before giving them to children to play with. These phones can still dial 9-1-1.
  • Almost 18% of our wireless 9-1-1 calls are coming from old cell phones or uninitialized (non-service) cell phones.
  • If you hang up with one of these phones we cannot call you back.
Know how 9-1-1 works.
  • When a call from a landline at a residence or business is received, the dispatcher will receive the exact address of the caller.
  • When a call is received from a cell phone, the dispatcher will receive an approximate location of the call.
  • Sometimes cell phone calls "bounce" to the next tower and are received at the wrong 9-1-1 center. When this happens, the dispatcher determines which city should have received the call and will transfer the caller to the correct location.
  • When a call from a internet or cable phone is received, the dispatcher will receive the address that the customer listed when initially obtaining the service. Always update your registration information if you move.