Frequently Asked Questions
Besides 9-1-1, are any other numbers answered at the 9-1-1 Center?
Yes. The 9-1-1 Center answers not only 9-1-1 calls, but
all other 10-digit numbers listed in the phone book as “non-emergency”. For
instance, the Police Department listings in the phone book read: “Emergency – 9-1-1” “Non-Emergency – 315-442-5111
or 315-425-2111, etc.” All of those numbers ring to and
are answered by the exact same 9-1-1 call-taker. The same
is true for every other police, fire and EMS agency listed in
the telephone book. All of the NON-EMERGENCY numbers listed
are answered here at the 9-1-1 Center.
Then what difference does it make whether I call 9-1-1 or the
10-digit number?
Here in Onondaga County, we have an “Enhanced” 9-1-1
system. This means that when you dial our call-takers will
have your name, address and phone number displayed when they
answer the phone. This will assist in making your call
quicker and easier to process. This location display is
also extremely important in cases where the caller does not know
where they are, or cannot speak or give their location due to
a medical problem or a variety of other reasons. Our call-takers
do not receive this display when the 10-digit numbers are dialed,
or when 9-1-1 is dialed from a wireless (cell) phone.
Should I only dial 9-1-1 in a “life or death” emergency? What
if I need the police for a more routine reason like a simple
automobile accident?
Since in Onondaga County all NON-EMERGENCY
calls are answered by the same call-takers that answer 9-1-1
calls, a simple answer is this: If you need the POLICE, FIRE or EMS services DISPATCHED
for any reason – dial 9-1-1. If you just have a question
or need information please try to find the proper number in
the telephone book. For instance, to find out if someone
has been arrested and may be in jail, please look up the number
for the Justice Center; if you need the number for a Dog Warden,
please find it in the phone book under the appropriate Town or
Village listing. If you call one of the NON-EMERGENCY Police
numbers for those questions you will connect to our 9-1-1 Center
Emergency call-takers. If this happens, you will be transferred
to an information call-taker, who will attempt to assist you. You
may experience some time on “hold” while waiting
for an information call-taker. Please DO NOT HANG UP and
redial as you will lose your place in line and tie up our Emergency
call-takers again.
What should I do if I am unhappy with the
service I received from
dialing 9-1-1?
If a caller is not satisfied with the services
provided, they should ask to speak with the shift supervisor. If they
have already disconnected, they can call back the same number
they originally dialed and ask for the supervisor. The
caller should explain to the supervisor the circumstances of
the call and why they are not satisfied with the service they
received. The shift supervisor is responsible to investigate
the complaint, determine if 91-1 personnel acted properly or
not, and if not to take whatever action they deemed appropriate
to address the issue. The caller may ask the supervisor
to call them back with the results of the investigation. Supervisors
cannot, however, send a written resolution of the incident. Callers
requesting a reply in writing should call for an administrative
review. If the caller is still not satisfied with the supervisor’s
resolution, the caller may contact the 9-1-1 administrative office
at (315) 435-7911 during business hours to request an administrative
review. 9-1-1 administrative staff will review the call,
including the actions of the supervisor. This step includes
if the caller requests a written reply. The 9-1-1
Center makes every effort to respond to administrative reviews
within five business days from receipt of the complaint.
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