Frequently Asked Questions | Communications Center
When should I call 9-1-1?
- Use 9-1-1 to save a life, report a fire, stop a crime.
- 911 is for emergencies that are an immediate threat to life and property.
How does my call get to 9-1-1?
- From your house or business phone, your address will determine which Emergency Communication Center you reach.
- Calling from a cell phone makes a difference
- Cell phones are not associated with a specific address so we do not immediately know where you are.
- Cell phones transmit to the nearest cellular tower and from there to the pre-designated Emergency Communication Center.
- You may reach an Emergency Communication Center that is not in the city you are in. If this happens you will be transferred to the proper Emergency Communication Center
- If you are calling from a cell phone, your call may be disconnected if the signal is lost. Be sure to call back if you are cut off.
- When calling 9-1-1 on a cell phone, be sure to stop if you are in a moving vehicle. It is difficult to obtain all the information needed if you are getting further from the emergency
Can I communicate with 9-1-1 if I am hearing or speech impaired?
- YES!
- If you are hearing or speech impaired, Hampton Emergency Communication Center is equipped with a Text Telephone (TTY) device to allow communications through your TTY device. We also use Virginia Relay Service.
- If you do not speak English, we can conference in a third party interpretation service that can help us communicate with you.
What questions will the call taker ask me?
- Where are you?
- Do you know what the cross street is?
- We want to send the unit that is closest you and to find you as quickly as possible.
- What is your emergency?
- We need to know if you need Fire, EMS or Police services
- What is going on now?
- We will ask specific questions related to the situation.
- Your answers will assure that you get exactly the help you need without delay.
- Can you tell us what the suspect looked like?
- The description you give is given out to responding officers that may locate and capture the suspect as they are responding to your area.
Remember ...
- Stay calm and speak clearly!
- Do not hang up until the call taker has obtained all the information that is needed and tells you it is ok.
Does answering the call takers questions delay emergency response?
- ABSOLUTELY NOT!
- Your call has already been sent to the dispatcher
- The call taker is updating the information in the call as units are being sent.
What if I call 9-1-1 by mistake?
- Please stay on the line if you call 9-1-1 by accident
- Tell the call taker that everything is ok.
- If you do not stay on the line we will have to send a police officer to your home to make sure there is no emergency.
When should I use the non-emergency number?
- The non-emergency number (757-727-6111) can be used 24 hours a day for non-emergency help.
Can you give me some examples of when to call 757-727-6111?
- Your house or car was broken into yesterday.
- Your runaway child has returned home
- You need to add additional items to the burglary report you made last week.
- Your car was stolen sometime overnight
- Someone stole your bike while you were at school.
Is there a better number to call if I just need general information?
- Yes, the City of Hampton maintains a Customer Call Center just for that purpose. From a house or business in the city simply dial 311. From a cell phone or phone outside the City of Hampton dial 727-8311. The Customer Call Center is always ready answer questions:
- Regarding City Services
- To obtain directions to specific locations
- Information on other city offices
- Most any general information questions