• Dial 9-1-1 only for an emergency. An emergency is any serious medical problem (chest pain, seizure, bleeding), any type of fire (business, car, building), or any life-threatening situation (fights, person with weapons, etc). You are also urged to call 9-1-1 to report crimes that are in progress, whether or not a life is threatened.

• Do stay on the line when asked to hold by a 9-1-1 operator. If you hang up, your call will be delayed because you will be placed at the end of the other callers.

• Briefly describe the type of incident you are reporting. For example, “I’m reporting an auto fire” or “I’m reporting an unconscious person”, or “I’m reporting a shoplifter.” Then stay on the line with the dispatcher-do not hang up until the dispatcher tells you to. In some cases, the dispatcher will keep you on the line while the emergency units are responding so more information can be obtained about the on-going incident.

• Do let the call-taker ask you questions. The call-takers have been trained to ask questions that will help prioritize the incident, locate it and speed an appropriate response. Your answers should be brief and responsive. Remain calm and speak clearly. If you are not in a position give full answers to the call-taker (the suspect is nearby), stay on the line and the dispatcher will ask you questions that can be answered “yes” or “no”.

• Be prepared to describe the location of your emergency. Although Enhanced 9-1-1 system will display your telephone number and location, the call-taker must confirm the displayed address or ask you for more specific location information about your emergency.

• If you are a cellular 9-1-1 caller, your telephone number and location
may not be displayed. You must be able to describe your location so emergency units can respond. Be aware of your current city, town address, highway and direction, nearby cross-streets or interchanges, other geographic points of reference.

• Cellular 9-1-1 callers are frequently routed to a central PSAP that could be many miles from your location. Be prepared to give the dispatcher your complete location city, town, address or location, inside outside, what floor or room etc.

• Be prepared to describe any vehicles involved in the incident. This includes the color, year, make, model, type of vehicle (sedan, pick-up, sport utility, van, tanker truck, flatbed, etc.). If the vehicle is parked, the dispatcher will need to know the location of the vehicle. If the vehicle is
moving, the dispatcher will need to know the last direction of travel.

• Be prepared to describe the persons involved in any incident. This includes their race, sex, age, height and weight, color of hair, description of clothing, and presence of a hat, glasses, or facial hair.

• Be patient as the dispatcher asks you questions. While you are answering questions, the call-taker is entering or writing down the information. If you are reporting an emergency, most likely a response being made while you are still on line with the dispatcher.

• Listen to the dispatchers instructions for assistance if you are in danger yourself. The dispatcher may tell you to leave the building, secure yourself in a room, or take other action to protect yourself.

• If you are able and have had training, apply first aid to any patients who need it. Give the victim reassurance that help is on the way. Secure any dogs or other pets that may interfere with the emergency response. Gather any medications the patient is taking and which ones the medical crew will need to take with the patient.

• Do not dial 9-1-1 for a non-emergency.
Instead, dial 972-771-7717 (non-emergency telephone number). A non-emergency incident is a property damage accident, break-in of a vehicle when the suspect is gone, theft of property when the suspect is gone, vandalism, panhandlers, intoxicated persons who are not disorderly, or cars blocking the street or alleys.

• Do not pick up the telephone and put it down if you don’t hear a dialtone.
You will tie up the telephone network and delay obtaining a line. Stay on the line until you hear the dial-tone. If you hear a fast-busy, all circuits are busy-try again later. If you reach a recording, the telephone
system isn’t available for your call-try again later.

• Do not program 9-1-1 into your auto-dial telephone.
You won’t forget the number, and programming the number invites accidental dialing of the number. Also, please do not dial 9-1-1 to “test” your phone or system. This needlessly burdens the dispatchers and the system with non-emergency calls.

• If you dialed 9-1-1 in error, do not hang up.
Instead, stay on the line and explain to the dispatcher that you dialed by mistake and that you do not have an emergency. If you hang up, a police officer must be
dispatched to confirm that you are OK. This will needlessly take resources away from genuine emergencies.

• Do not hang up until the dispatcher tells you to.
Follow any instructions the dispatcher gives you, such as meeting the officers at the door, or flagging down the firefighters at the curb.

The service of providing Enhanced 9-1-1 began in Rockwall in June, 1991. Until that time, residents were required to call a seven digit phone number for emergency service. One number to call in an emergency would put the emergency responses of Rockwall into action.

With Enhanced 9-1-1, the dispatcher receives the telephone number that the caller is calling from along with the last listed telephone subscriber’s address for
the telephone number.

It should be understood that the dispatcher is going to verify a caller’s telephone number and the address where the incident is occurring. The new system aids in providing more rapid services to those individuals who, by nature of their complaint are unable to communicate verbally with the dispatcher. The center
also provides TTY service for the hearing impaired caller via 9-1-1.


The 9-1-1 Center is located inside the Rockwall Police Department at 205 West Rusk Street in Rockwall. This location was previously occupied by both City Hall and the Police Department. In 2002 it was remodeled and dedicated solely to police operations.

The 9-1-1 Center is the primary Public Safety Answering Point (PSAP) for the City of Rockwall and the City of Heath. The 9-1-1 operators, or call-takers, receive calls for service for Rockwall Police and Fire Departments, as well as Heath Police and Fire Departments. The operators then dispatch the requests for service through designated radio frequencies to the appropriate units. Our center handles approximately 2,200 requests for police and fire services each month, in addition to calls for other city services after normal business hours.

Our operators work 10 hour shifts, with 4 days on and 3 days off each week. Since the 9-1-1 Center is open 24 hours a day year round, our operators often have to work weekends and holidays.

Telecommunication Operators are more than someone who simply answers a telephone. Our operators are trained professionals and are an integral part of the entire Law Enforcement / Emergency Responder Team. Our operators are expected to be high achievers, passionate about the work they do, and be excited to be one of our team members.