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Abandoned Calls or Disconnects Require Follow-Up

Preserve City Resources and Stay on the Line with Public Safety Dispatchers

Post Date:01/04/2018 1:00 PM

The City of Santa Clara’s Communications/Dispatch Center receives all 9-1-1 and non-emergency calls. When a call received by the Communications/Dispatch Center is abandoned or disconnected before appropriate response can be determined, Public Safety Dispatchers are required to call back the caller.

If location information is received from the caller and the caller cannot be reached by call back, the Public Safety Dispatcher will deploy a police officer. If the call was from a wireless device, Public Safety Dispatchers will attempt at least one call back in an effort to reach the caller. If voicemail is reached, a message is left.

Each year, the City of Santa Clara Communications Center receives approximately 160,000 telephone calls. Of those, many calls are made in error. If you have dialed 9-1-1 by mistake, please do not hang up. Instead, inform the Public Safety Dispatcher of your oversight. By doing so, you preserve valuable resources of performing call backs, investigating these events and deploying resources unnecessarily.


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