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Pineville Police Dept. 300 Main Street Pineville, NC 28134 Emergencies Dial 911 Non-emergencies or Information Dial 704 889-2231 |
Communications |
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When to call 9-1-1 What to do when calling 9-1-1 Hearing Impaired Non-English Speaking Citizens Our Mission Statement The Pineville Police Department Communications Division is committed to providing 24-hour assistance in the preservation of life and property for everyone in the communities we serve through accurate and professional communication, quality training and the commitment to stay abreast of our ever-changing environment.
The Pineville Police Department Communications Division has been proudly serving the citizens of Pineville, North Carolina, since 1994 and the citizens of Mint Hill, North Carolina since January 2007. We are a primary public safety answering point (PSAP) whose highly trained telecommunicators handle routine and emergency calls for police, fire and medic and local government agencies. When the Communications Division receives your call, it is processed using the Plant/CML RescueStar phone system. The system is equipped with seven administrative lines and 4 emergency 9-1-1 lines. This system automatically identifies and displays the telephone number and location of emergency callers. It also recognizes TTY/TDD calls from non-voice communications devices. The phone system is integrated with the Plant/CML VisualGIS mapping system, which maps the location of these callers including most wireless callers. Some of the features this system provides to telecommuncators are:
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- unlimited speed dials - auto ring back - instant recording retrieval - event tracking - mapping functions
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Calls are dispatched on CentraCom Elite Gold Dispatch consoles utilizing both the Pineville Police and Mint Hill Police 800 MHz trunked radio systems. These consoles provide telecommuncators with a graphical interface that displays and tracks valuable information assisting in call processing and officer safety. The Communications Division is currently using USA Software’s Computer Aided Dispatch (CAD) system to document all calls for service. This system allows telecommunicators to see at a glance which officers are on duty, which officers are on calls and which officers are available. It records call details such as received, dispatched and arrival times. CAD also provides location information and location history for all business locations in Pineville and Mint Hill. Report numbers are generated using the CAD system, which are then sent to the Records Management System and processed by the Records Division. What to do when calling 9-1-1. |
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The most important thing to remember when calling 9-1-1 is DO NOT HANG UP! Hang-ups require telecommunicators to attempt to call back the caller, which wastes valuable time in a true emergency. Hang ups delay a telecommunicator’s response to others in need. Stay calm and speak clearly into the phone. Give the telecommunicator as much of the below information as necessary for the given situation. |
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| Specify the kind of Emergency | ||||||
| Police, Fire or Medic | ||||||
| Location of the Incident | ||||||
| Be as specific as possible. | ||||||
| Look for street names, addresses or businesses closest to you. | ||||||
| Phone Number | ||||||
| Provide a telephone number you can be reached at. This is helpful in case responders cannot locate you or if you get disconnected. | ||||||
| People information | ||||||
| Tell the telecommunicator how many people are involved and provide as many descriptions as you can. Remember to be specific. | ||||||
| Additional Circumstances | ||||||
| Provide the telecommunicator with any information that may hinder emergency personnel from providing assistance such as aggressive dogs on the property, address not properly displayed, vehicles or other obstacles blocking the roadway, etc. | ||||||
| ADVISE THE TELECOMMUNICATOR IF ANY WEAPONS ARE INVOLVED | ||||||
| Keep the information factual | ||||||
| The information provided to the telecommunicator should be based on fact and not opinion. Do not over or under exaggerate the situation | ||||||
| LISTEN | ||||||
| Listen to the telecommunicator and follow their instructions. They will often ask you to repeat information for accuracy. Remember that they are here to help you! | ||||||
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