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9-1-1 Calls
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Office of Emergency Services

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9-1-1 Calls

Local 9-1-1 calls are handled by the police department's Emergency Communications Center (ECC). The ECC exists to translate citizen 9-1-1 and non-emergency telephone service requests into the appropriate action, and to dispatch police, fire, medical and other city services via telephone, radio and/or data communications.

Photo: Dispatcher Lohman
Public Safety Dispatcher Annie Lohman.

Emergency Communications Center Services
The ECC provides 24-hour answering of all emergency and some non-emergency police, fire and medical aid calls (including 9-1-1 and non-emergency telephone service for the hearing- and speech-impaired). The center also handles calls relating to hazardous materials incidents and emergency public works problems, such as fallen trees and flooding sewers. In addition, the MidPenninsula Regional Open Space District purchases dispatching services from the ECC.

The ECC has a direct link with Language Line, as a state funded 9-1-1 program, which provides emergency translation for public safety in more than 140 languages and dialects.

When to call 9-1-1
You should only call 9-1-1 when you are reporting an emergency. An emergency is a situation that threatens human life or property and demands immediate attention. A crime that is in progress is a good example of an emergency. One that has already happened is a non-emergency.

Do not call 9-1-1 for non-emergencies—this causes delays in the handling of real emergencies. If you have a non-emergency, call the center at 650/903-6395.

Never call 9-1-1 for information, or to find out how it works.

Situation Emergency Non-emergency
Your return home to discover a break-in... Burglars may be still inside. You're confident burglars are no longer present.
Noisy neighbors... You hear loud fighting and crashing sounds. Dogs barking or loud music.
You've just been in a car accident... There are injuries. Or cars blocking traffic that can't be moved. No injuries. You can move cars to the side of the road.
Your son has a skateboard accident... He seems disoriented (possible head injury). He has a minor cut on his leg.
Your husband is having an asthma attack. He can't breathe. He's a little winded, but his inhaler restores him.
Emotional problems... You may hurt yourself or others. You're feeling a bit blue.
A fire... Any fire you cannot quickly put out. A stove fire that goes out when you put a lid on the pan.
Abandoned vehicles... A child is trapped inside. No hazard.
Suspicious persons... Peering in the windows of your neighbor's home. Sitting in a parked car for a long time.

What to Expect When You Call 9-1-1
Your call will be answered by a trained professional who will ask you the following questions:
  1. What is your location?
  2. What is your call back number?
  3. What is your emergency?
Please get to the point and be concise. The ECC is staffed by a small number of hard-working individuals who rarely have time for chat. No one wants their emergency call delayed by unnecessary conversation. Don't take it personally if s/he tries to hurry you along or end the call more quickly than seems friendly. Operators are under pressure to complete calls rapidly and efficiently, so time and phone lines are made available for the next emergency.

Cell Phone Users
Because cell phone numbers/locations aren't traceable, be vigilant in providing location and call-back number when calling 9-1-1 on your cell phone.

Crimes: Suspect Descriptions
When calling 9-1-1 to report a crime, be prepared to give a description of any suspects, with as many details as possible, such as:
  • Sex
  • Race
  • Age
  • Height, weight
  • Hair color/length
  • Eye color
  • Clothing: hat, jacket, shirt, pants, shoes
  • Scars, marks, tattoos
If suspects are driving a vehicle, give as many details as possible, such as:
  • License plate number
  • Color
  • Make, model
  • Style: SUV, 2-door, 4-door, small truck
  • Old or new
  • Number of occupants
  • Which way did it go
  • Features that stand out: dents, stickers, missing parts, etc.
Medical Emergencies
When you are reporting a medical emergency, the operator will ask you questions about the injured or sick person. Be assured that, while they're gathering information, another dispatcher is sending the paramedics to your location. Multi-tasking is the key to efficient operations.

All Mountain View emergency dispatchers are trained and certified to provide pre-arrival medical instructions to ensure the best possible attention is given to victims before paramedics arrive. Even though ambulance services generally arrive very quickly, pre-arrival care may save a life.

Caution Heart Attack Symptoms
Heart attack victims often have symptoms for many hours before calling for assistance. However, the best chance for survival depends on rapid treatment.

Severe chest pain is what most people think of as a heart attack. However, according to the American Heart Association, chest discomfort can feel like pressure, squeezing, fullness or pain. In most cases, it lasts for more than a few minutes, or leaves and comes back.

Other heart attack symptoms include:
  • Arm, back, neck, jaw or stomach discomfort
  • Shortness of breath
  • Cold sweat
  • Nausea
  • Lightheadedness
If you experience these symptoms or otherwise suspect a heart attack, call 9-1-1 immediately.

ECC Personnel
To ensure fitness for the job and integrity, all communications personnel go through extensive testing and a background investigation before they are hired. Entry-level dispatchers receive approximately one year of training before being released to work without the direct supervision of a training officer.

ECC Technology
The ECC uses state-of-the-art technology to provide fast and effective emergency services:
  • Two-way multiple-channel radios
  • Mobile computers
  • Computer-aided dispatch
  • Computer-based records management
  • Computer-based telephone system
Along with a number of enhanced statistical gathering features, which are transparent to the caller, the phone system provides immediate access for hearing- and speech-impaired persons calling for assistance, as well as caller-ID information.

Using these tools, the ECC is able to process requests and expedite the dispatch of emergency personnel in an emergency. In addition to providing useful statistical information, our computer systems enable us to track hazardous locations and special information about residences (i.e. the location of a disabled person, at-risk infants or persons/locations that may pose a threat to the safety of the public or public safety personnel.

Hot Numbers
Emergency Only
9-1-1 (650/903-6922)

Crime Reports


Police General Info

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Accidentally dial 9-1-1?

Please, stay on the line!
Tell the operator.
Otherwise, we have to call back, or send an officer.
By admitting your error, you help preserve operator and officer time for emergencies.

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Inappropriate Uses of
Power Outage:
Call PG&E

Noise Complaints, Barking Dogs: Call non-emergency line, 650/903-6395

Travel Directions: To MVPD only, call 650/903-6344
Directions & Map

Directory Assistance: Call 411

To ask for the non-emergency number: Call 411

Incidents that happened a long time ago: Call non-emergency line, 650/903-6395

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Cell Phone Alert
Cell phone locations are not always available to 9-1-1 operators.

You must tell the operator your location or assistance may be delayed.

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Other Local Emergency Numbers
Los Altos: 650/947-2779
Palo Alto: 650/470-1258
Sunnyvale: 408/730-7100
Cal-Train: 800/660-4287
Santa Clara County:

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Street Numbers
Prevent unnecessary delays in emergencies.

Make sure street numbers are easily readable from the street and at night.

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Feedback? Questions?
ECC Shift Supervisor
Chris Hsiung

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