Communications

The Communications Center serves as the public safety answering point for the Town of Apex and provide emergency and non-emergency radio and telephone communications for the Police Department. On-duty communications officers (also known as telecommunicator) are the first representatives of the department for all persons calling for assistance and they are the vital link between the citizens and first responders. Each Communications Officer is certified through the North Carolina Department of Justice Sheriffs’ Standards Division after completing a 47-hour class for certification and continuing yearly training.    

The center is equipped with the latest technology in order to maintain the Town’s commitment to quality service. The main components include Enhanced Statewide ESINET 911 system, to quickly determine the location of an incident so appropriate assistance is dispatched as promptly as possible, Computer Aided Dispatch to relay to officers, enhanced P25 digital emergency radio network to effectively communicate with the patrol officers, a weather computer to stay informed with incoming weather, burglar/fire alarms through RapidSOS, and the building's closed-circuit television system.

In addition to 911 Emergency Services and Communications, we are the primary after hours contact for answering requests for service for the Town of Apex utilities and for dispatching Town of Apex utility workers.

The professional staff of the Communications Center is dedicated to providing quality service to the citizens and first responders.

Call 911 immediately if:

Calls to 9-1-1 should be reserved for emergencies only. i.e

  • You are witnessing an in-progress crime
  •  You fear for your life or safety, or for that of another
  •  You believe there is an imminent threat to property
  • A serious medical emergency (heart attack, breathing difficulties, seizures, etc.)
  • Any fire (structure fire, car fire, brush fire, etc.)
  • Any other life-threatening situations (motor vehicle collision with injuries, etc.).

The Telecommunicator may ask you questions that you believe are irrelevant.  Trust in the Telecommunicator’s training and experience, and they will guide you through the information the police and fire departments need to get you the quickest and most helpful response.

Help us Help You!

  • Stay calm and speak clearly.
  • Do not hang up until directed to by the telecommunicator.
  • Answer the telecommunicators questions promptly and to the point.
  • Be able to provide location information and directions.
  • Be as descriptive as possible. You may be asked to identify people or automobiles involved. The more information you can provide, the better the telecommunicator will be able to prioritize your call and relay details to responding units.
  • If the situation changes before help arrives, call 9-1-1 again and give the telecommunicator an update.

The Location

When calling 9-1-1, be prepared to inform the telecommunicator of the exact location of your emergency. i.e., a specific address, intersection, or mile marker. Many times, when calling from a landline phone, our telecommunicators are provided your location and phone number. However, we still must verify that information with every caller.

The Phone Number

It is crucial that we have a phone number to call you back in the event the call is disconnected, or we need to contact you after the call has ended. Make sure you give us a number where you can receive incoming calls, if possible.

The Problem

What's the problem? Tell me exactly what happened. At this point, the caller will give the telecommunicator a synopsis of the events. The telecommunicator will then ask you a series of questions to assist us in processing your call and determining the appropriate level of response. These may include:

  • Is anyone injured?
  • How long ago did the incident occur?
  • Were there weapons involved, and if so, what type?
  • Can you describe the suspect? 
  • What was the clothing description of the suspects?
  • Did the suspect flee, and if so, in which direction?
  • What was the mode of transportation - a car, bike, or on foot?
  • If a vehicle was involved, what was the description, and what was the direction of travel?
  • While these questions may seem unreasonable during an emergency, your cooperation and responses are important to our responding units. 

During an actual emergency, the telecommunicators work as a team. One will remain on the line with the caller entering the information into a computer aided dispatch (CAD) system, while another telecommunicator reads the CAD notes and dispatches the appropriate number of officers to the call.

If it is safe for you to do so, please stay on the phone with the telecommunicator. The telecommunicator will continue to ask you questions while the officers are on the way.

What should I do if I call 9-1-1 by mistake?

If you call 9-1-1 by mistake, DO NOT HANG UP. Stay on the line and explain that you do not have an emergency. If a caller hangs up without stating the problem, the caller must be contacted to ensure that no actual emergency exists. This may involve dispatching an officer to your home or place of business to ensure that a problem does not exist.

If I need the police, but it's not an emergency, what number do I call?

If you need the police, but for a situation that is not of an emergency nature, please call our non-emergency line at (919) 362-8661. Examples of calls which should be placed to the non-emergency line are:

  • A delayed incident a crime is not in progress, and no suspect information is available.
  • Parking lot collision
  • A loud party or a barking dog.
  • Requests for information.
  • Stop sign down or traffic light malfunction.

Information regarding power outages

If you are experiencing a power outage, there is no need to call the Police or Fire Department, unless you smell smoke or see fire.

To report an outage, follow this link to our Town Electric webpage

Public education

For general information about 911 public education, click here.

If you would like a Telecommunicator to speak to your group about 911, contact James Neuhaus, Emergency Communications Manager at 919-249-3474 or email at james.neuhaus@apexnc.org

 

 

Comm Center