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SUPPORT SERVICES DIVISION

Communications Section

The Communications Section provides 24-hour, 7-day-a-week emergency communication coverage for the community. The Addison Police Dispatchers are responsible for receiving, processing, and relaying information for calls for service to the proper units, agency, or personnel in a timely manner.

There are two ways to call the Addison Police Department:

Dial 911: For emergency incidents requiring an immediate police, fire, or ambulance response.

Dial 630-543-3080: For non-emergency incidents such as:

• Delayed requests for service
• Information or questions
• Overnight parking permission
• To speak to or leave a message for an officer or supervisor
• To contact other Village departments for emergencies after normal business hours, such as the Sewer Department or the Water Department

1. State the problem or nature of the emergency
2. State the location of the problem.
3. Get to the point quickly.
4. Answer the Dispatcher's questions, as the questions being asked are asked for a reason.

Addison Police Dispatchers answer all land-line emergency 911 calls from incorporated addresses in Addison, as well as the old 7-digit emergency line (630-543-2111) and the current non-emergency line (630-543-3080).

Cellular calls* to 911 are answered by the DuPage County Sheriff's Office, who then forwards them to the agency with jurisdiction.

VoIP phone calls* may also be routed to the DuPage County Sheriff's Office first or default to them, if not properly set up by the provider (Comcast, Vonage, and other digital phone providers).

*On cellular calls and VoIP phone calls, the caller's number and location information IS NOT automatically received by the Dispatchers. Since the Dispatcher has to ask for the caller's location and phone number, there may be some delay in sending help. The potential for calls being dropped or misdirected is also increased. In addition, VoIP phones may not work during power outages.

Phone Call Statistics: In 2009, the Addison Police Department Communications Section handled 92,830 incoming telephone calls, broken down as follows:

Emergency 911 Calls: 19,769 calls (21.3%)
Non-Emergency/Administration Calls: 73,061 calls (78.7%)
Plus outbound calls of 32,057, for a total of 124, 887 phone calls.
 

In addition, Addison Police Dispatchers handle all Police radio communication, walk-in lobby complaints, computer entries and inquiries, and file maintenance, and monitor security cameras, as well as a myriad of other duties.

What to expect when the Addison Police Department is busy.
Incoming calls for service are prioritized based on the seriousness of the incident, the potential for danger or the escalation of the incident, and the amount of time that has elapsed since the incident occurred, among other factors. When the Addison Police Department is busy, non-emergency calls for service are held and "stacked' for when the proper unit becomes available. The on-duty shift Commander is notified that calls are being stacked and the nature of those calls.

Criminal Investigations Section
Communications Section
Records Management Section
Evidence/Property Section
Special Projects Unit