Communications

The Apex Police Department Communications Center is a 24-hour Emergency Communications Center with trained and certified Telecommunicators that answer both     9-1-1 phone lines and non- emergency administrative phone lines. Telecommunicators are a vital link to Police officers, firefighters, and EMS workers within Apex and the surrounding area. Telecommunicators are the first public contact many people have when assistance is needed.

The center is equipped with the latest technology in order to maintain the Town’s commitment to quality service. The main components include Enhanced 911, Computer Aided Dispatch, and Telecommunications Device for the Deaf (TDD).

In addition to 911 Emergency Services and Communications, we are the primary after hours contact for answering requests for service for the Town of Apex utilities and for dispatching Town of Apex utility workers.

The professional staff of the Communications Division is dedicated to providing quality service to the citizens and first responders.

When should you call 9-1-1?

Calls to 9-1-1 should be reserved for emergencies only. i.e. 

  • A serious medical emergency (heart attack, breathing difficulties, seizures, etc.)
  • Any fire (structure fire, car fire, brush fire, etc.)
  • Any crime in-progress (robbery, breaking & entering, car theft, etc.)
  • Any other life-threatening situations (motor vehicle collision with injuries, etc.).

 Help us Help You!

  • Stay calm and speak clearly.
  • Do not hang up until directed to by the telecommunicator.
  • Answer the telecommunicators questions promptly and to the point.
  • Be able to provide location information and directions.
  • Be as descriptive as possible. You may be asked to identify people or automobiles involved. The more information you can provide, the better the telecommunicator will be able to prioritize your call and relay details to responding units.
  • If the situation changes before help arrives, call 9-1-1 again and give the telecommunicator an update.

 What happens when you call 9-1-1?

To assist Telecommunicators in assessing and determining the appropriate priority, you will be asked a series of questions. These questions are vital to ensure the proper response and for the safety of the caller and the responding units. 

The Location

When calling 9-1-1, be prepared to inform the telecommunicator of the exact location of your emergency. i.e., a specific address, intersection, or mile marker. Many times when calling from a landline phone, our telecommunicators are provided your location and phone number. However, we still must verify that information with every caller. If you are calling 9-1-1 from a cellular phone, we lose that capability. So, the telecommunicator will ask you to repeat the information to make sure we have it correct. 

The Phone Number

It is crucial that we have a phone number to call you back in the event the call is disconnected, or we need to contact you after the call has ended. Make sure you give us a number where you can receive incoming calls, if possible.

The Problem

What's the problem? Tell me exactly what happened. At this point, the caller will give the telecommunicator a synopsis of the events. The telecommunicator will then ask you a series of questions to assist us in processing your call and determining the appropriate level of response. These may include:

  • Is anyone injured?
  • How long ago did the incident occur?
  • Were there weapons involved, and if so, what type?
  • Can you describe the suspect? 
  • What was the clothing description of the suspects?
  • Did the suspect flee, and if so, in which direction?
  • What was the mode of transportation - a car, bike, or on foot?
  • If a vehicle was involved, what was the description, and what was the direction of travel?

While these questions may seem unreasonable during an emergency, your cooperation and responses are important to our responding units. 

During an actual emergency, the telecommunicators work as a team. One will remain on the line with the caller entering the information into a computer aided dispatch (CAD) system, while another telecommunicator reads the CAD notes and dispatches the appropriate number of officers to the call. 

If it is safe for you to do so, please stay on the phone with the telecommunicator. The telecommunicator will continue to ask you questions while the officers are on the way.

What should I do if I call 9-1-1 by mistake?

If you call 9-1-1 by mistake, DO NOT HANG UP. Stay on the line and explain that you do not have an emergency. If a caller hangs up without stating the problem, the caller must be contacted to ensure that no actual emergency exists. This may involve dispatching an officer to your home or place of business to ensure that a problem does not exist.

If I need the police, but it's not an emergency, what number do I call?

If you need the police, but for a situation that is not of an emergency nature, please call our non-emergency line at (919) 362-8661. Examples of calls which should be placed to the non-emergency line are:

  • A delayed incident a crime is not in progress, and no suspect information is available.
  • Parking lot collision
  • A loud party or a barking dog.
  • Requests for information.
  • Stop sign down or traffic light malfunction.

 

Comm Center