The Sheriff’s Office Emergency Communications Center services all of the agency’s field personnel, investigators, and specialty units. Additionally, the Communications Center provides 9-1-1 call and dispatch services to all municipalities within the county 24 hours a day, 7 days a week, all year-round.

Emergency Communications Center Staff

The Emergency Communications Center (ECC) is staffed by 32 highly skilled Telecommunicators who serve as the backbone of our community’s emergency response system. These professionals are responsible for managing all incoming emergency calls for law enforcement, fire services, and EMS. The ECC is structured into two key areas: call processing and dispatch. Our Telecommunicators are extensively trained across all aspects of emergency communications, encompassing administrative duties, 911 call handling, and dispatch operations for law enforcement, fire, and EMS services.

The Emergency Communications Center answered a total of 185,446 combined 9-1-1 emergency and non-emergency calls. During that same time, Sheriff’s Office units handled over 54,300 calls for service. An additional 110,985 calls for service were handled by our partner law enforcement agencies throughout the county.

Kim Lewis

Director

• (910) 253-2570
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Patti Long

Deputy Director

• (910) 253-2940
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Brian Ross

Deputy Director

• (910) 253-2571
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9-1-1 Call Taking Process

Telecommunicators handle incoming calls from the public, ascertain the nature of each incident, and enter relevant details into the Computer-Aided Dispatch system (CAD). This information is crucial for first responders. Subsequently, the system directs the call to a Telecommunicator who assesses the situation, evaluates available resources, and dispatches the nearest law enforcement, fire, or medical unit.

What to Know When Calling 9-1-1

When calling 911, it is important to stay calm and answer the operator’s questions as clearly as possible. These questions are designed to help responders get the information they need to help you quickly. Here are some common questions you might be asked:

• What is the address or location of the emergency?
  • Provide the address or location where help is needed. If you’re not sure, give landmarks, cross streets, or any other identifying information.
• What is your emergency (what is going on)?
  • Briefly describe the situation, such as a medical issue, fire, crime, or accident.
• What is your phone number?
  • Give the operator your contact information in case the call disconnects.
• Is anyone injured?
  • If there are injuries, explain the severity. There will be very specific questions that need to be answered to assist with sending the appropriate response.
• Are there any weapons involved?
  • If it’s a crime or violent situation, let them know if there are any weapons.
• If applicable, can you safely stay on the phone?
  • In some instances, staying on the line can be beneficial for providing crucial updates, especially in moving or quickly evolving situations. If it is not safe for you to stay on the line, let them know.

Even though answering these questions might feel like it’s taking extra time, it actually helps responders to prepare properly and get to you as quickly as possible.

If you call 911 by mistake, stay on the phone and tell the operator that everything is alright. An officer may still be dispatched to your location to confirm that everything is OK.