We are the first of the first responders and we are committed to answering all 9-1-1 and non-emergency calls with professionalism, integrity and compassion while efficiently dispatching police, fire and emergency medical services. Customer service is essential to our success, so we treat each caller with empathy and respect. Our dedicated and highly trained professionals routinely offer life-saving medical instructions in addition to providing accurate public safety information. We at the Emergency Communications Division are always there, always ready to assist you.
The Emergency Communications Division is the link between the community and the Police Department, Fire Department, and Emergency Medical Services for the City of Mercedes.
The Emergency Communication Division is staffed by group of highly trained professional telecommunicators and, under the command of Chief Communications Officer Daniel Valdez. We work 24-hours a day 7 days a week answering emergency and non-emergency phone calls, monitoring and dispatching emergency personnel on more than a dozen radio channels giving the highest level of service to the citizens of Mercedes.
Daniel Valdez, Chief Communications Officer
Phone: 956-565-3102 Ext 215
Functions of the Communications Division
- Answering all 9-1-1 emergency calls.
- Prioritizing requests for assistance.
- Receiving requests for Police, Fire, EMS, or other city services and coordinating the appropriate responses.
- Assisting officers with local, state, and national database searches.
- Entering warrant information in local, state, and national databases.
- Coordinating radio and other communications with all officers at all times.
- Coordinating and monitoring the responses, status and location of all officers at all times.
- Coordinating and monitoring the responses, status and location of all fire department personnel at all times.
- Coordinating interagency and multi-agency responses.
- Coordinating EMS responses and providing emergency medical information.
When to use 9-1-1 vs. the Non-Emergency Number
911 should only be used for an emergency such as:
- A crime in progress
- A fire
- Situation requiring an ambulance
What is an emergency?
- Any serious medical problem such as chest pain, seizures and/or severe bleeding.
- Any type of uncontrolled or unsupervised fire.
- Any life-threatening or serious crime in progress.
What are non-emergency calls?
- Accidents (‘fender benders’.)
- Vehicle break-ins (when suspect is gone)
- Theft (when suspect is gone)
- Vandalism (when suspect is gone)
- Intoxicated persons who are not disorderly
- Parking violations
- Always listen to the telecommunicator.
- Do not hang up until they tell you to do so.
- The questions they ask are for your safety and the safety of the public and the officers.
- Just because they are asking questions does not mean that help is not already on the way.
- Information is entered into a computer & dispatched to the proper units.
How to Call 9-1-1
All 9-1-1 calls are received by dedicated Telecommunicator who are highly trained to quickly and efficiently screen calls. They have to get information quickly in order to get police officers enroute to the location.
- 1. Dial 911. (No money is necessary when using a pay phone).
- 2. Tell the 911 operator what you need; ambulance, firefighters or police.
- 3. Be calm. It is important to speak clearly so that vital information can be quickly obtained.
- 4. Stay on the phone. Do not hang up!
- 5. Give your name and street address.
- 6. If you can give information to the operator regarding a suspect description, weapons if any, and vehicle description and license number, please do so.
Please note: It is a crime for any person to willfully use the 911 system for any purpose other than to report an emergency. It is a felony if someone is injured or dies as a result of emergency service response to a false call.
One last important note:
When calling 9-1-1, it is important that you remain on the line, even if you dial in error. If you dial in error and the call goes through and you didn’t stay on the line, the operator is required to send police to the location from which the call came to confirm that no emergency exists.
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