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Frequently Asked Questions

What is the function of Public Safety Communications?
The department' s primary role is to provide 9-1-1 services and dispatch services for the Wylie Police Department and Wylie Fire Rescue. Other functions include operating and maintaining the city's radio communications systems, operating and maintaining the Outdoor Warning System, and providing public education about 9-1-1 services.

What is Enhanced 9-1-1?

It is a computerized system that displays the phone number and location of 9-1-1 callers. This system allows communications personnel to know where a call originates, even if the caller cannot speak. Even if the number you are calling from is unlisted or unpublished, the information will still be displayed. Enhanced 9-1-1 is available for cellular and VoIP technologies if your carrier provides the service.

When should I call 9-1-1?

Call 9-1-1 in the event of a police, fire or medical EMERGENCY. If you have a situation that requires the response of emergency personnel, call 9-1-1. Do not call 9-1-1 to ask routine questions, seek information about traffic tickets, to get directions, or to ask for information about prisoners in jail. If you are in doubt about whether your situation is an emergency, play it safe and call 9-1-1.

What should I say when I call 9-1-1?

Your call will be answered, "Wylie 9-1-1, what is your emergency?" This question will be followed with the phone number you are calling from and your name. The 9-1-1 operator will ask, "What's the problem? Tell me exactly what happened."  Please respond with what your emergency is; i.e. say you are reporting a fire, an accident, a burglary, an injury, or whatever the case may be. From there, let the Public Safety Dispatcher ask the questions. They will also ask questions regarding your situation, such as the name and description of any other persons involved and other pertinent information. Please be patient. Help is on the way, even while you are talking with the person taking your call.

What should I do if I or my child dial 9-1-1 by mistake?

Don't hang up ... stay on the line! Everyone makes mistakes, and there is no penalty for accidentally dialing 9-1-1. The dispatcher who answers your call will want to verify your name, address and phone number and make sure there really is no emergency. If you do hang up, you can be sure a dispatcher will call you right back to confirm that you are safe. If no response is received on the attempt to call you back, the police will be dispatched.

Who answers my 9-1-1 call?

Your call is routed by the phone company to the City's Public Safety Dispatch Center at City Hall, where it will be answered by a Public Safety Dispatcher.

Are the dispatchers trained to help me?

Yes! Before being assigned to take 9-1-1 calls, each dispatcher undergoes over six months of classroom and hands-on training, under the supervision of a trainer. Dispatchers then undergo an additional 1,000 hours of training to enable them to perform other tasks, such as police or fire dispatching. In addition, all dispatchers  are trained in Emergency Medical Dispatch to assist with medical emergency 9-1-1 calls as well as numerous state and national certifications.

City Of Wylie  |   300 Country Club Road  |   Wylie, Texas  75098  |   972.516.6000