Frequently Asked Questions
How is 911 funded?
911 everywhere is funded by service fees, the amounts of which are set by State Law. In Texas, the rate for local "land lines" is 6% of the base telephone rate, which in El Paso converts to a little over eighty cents per month for a typical household phone, more for business lines and trunks. Fees for wireless phones are collected by the State at $.50 per number per month. The Commission on State Communications (CSEC) then distributes a percentage of the collection among all Texas 911 entities based on area population. Funds are used to support local 911 telephone equipment and key computer systems employed by public safety entities to answer calls for emergency service.
The local fee amounts collected by the El Paso County 911 District (effective 11/01/2010) are $0.86/line/month for residental land lines, $2.28/line/month for business lines, and $2.76/line/month for business trunks.
What is an “Enhanced” 911 system?
El Paso County has enhanced 911 (E911) system which routes an emergency call to the Public Safety Answering Point (PSAP), and for wireline calls automatically displays the caller’s phone number and address. The 911 call taker will ask the caller to verify the information, which appears on his or her computer screen. In most cases 911 calls made in El Paso County from a cellular/wireless phone display the phone number and the cell tower location address to the call taker.
Can I call 911 from a pay phone?
Yes, and it is free of charge.
How many calls are made to 911 every day?
The El Paso County PSAP answers an average of 1,300 calls per day.
What is the percentage of non-emergency calls to 911?
26% of all calls are non-emergency.
What is the percentage of cellular calls to 911?
50% of calls to 911 are cellular.
When to call 911 system?
911 systems were implemented to help reduce the time it takes a person to reach the appropriate public safety agency in emergency situations. An emergency is any situation that requires immediate assistance from the police/sheriff or fire/medical.
Should I only dial 911 in a “life or death” emergency?
No, 911 should be used where there are people or property at risk. Examples include fires, crimes in progress or medical emergencies.
How do 911 dispatchers handle non-English speaking callers?
Though many of our dispatchers speak multiple languages dispatchers can utilize a language line service when necessary. In El Paso, all 911 operators are required to speak and understand both English and Spanish as a job requirement.
Can the deaf and hard of hearing call 911?
Yes, through the use of telecommunication devices for the deaf (TDD) dispatchers can communicate with the deaf and hard of hearing. All these callers need to do is call 911 and press the space bar for assistance.
What if I need the police for a more routine reason like a simple automobile accident?
To report a simple automobile accident use the non-emergency number 915-832-4400 and to make a report the number is 915-832-4436.
What should I do if I am unhappy with the service I received from dialing 911?
Call 915-832-4400 and ask for a supervisor. They can assist you with any problem that you are experiencing.
Do not call 911:
Do not prank call 911
Prank calls waste time and money, and can also be dangerous. If 911 lines or call takers are busy with prank calls, someone with a real emergency may not be able to get the help they need. It is against the law in El Paso County to make prank 911 calls.
If you call 911 by mistake, do not hang up. Tell the call taker what happened so they know there really isn’t an emergency.
How is 911 funded?
911 everywhere is funded by service fees, the amounts of which are set by State Law. In Texas, the rate for local "land lines" is 6% of the base telephone rate, which in El Paso converts to a little over eighty cents per month for a typical household phone, more for business lines and trunks. Fees for wireless phones are collected by the State at $.50 per number per month. The Commission on State Communications (CSEC) then distributes a percentage of the collection among all Texas 911 entities based on area population. Funds are used to support local 911 telephone equipment and key computer systems employed by public safety entities to answer calls for emergency service.
The local fee amounts collected by the El Paso County 911 District (effective 11/01/2010) are $0.86/line/month for residental land lines, $2.28/line/month for business lines, and $2.76/line/month for business trunks.
What is an “Enhanced” 911 system?
El Paso County has enhanced 911 (E911) system which routes an emergency call to the Public Safety Answering Point (PSAP), and for wireline calls automatically displays the caller’s phone number and address. The 911 call taker will ask the caller to verify the information, which appears on his or her computer screen. In most cases 911 calls made in El Paso County from a cellular/wireless phone display the phone number and the cell tower location address to the call taker.
Can I call 911 from a pay phone?
Yes, and it is free of charge.
How many calls are made to 911 every day?
The El Paso County PSAP answers an average of 1,300 calls per day.
What is the percentage of non-emergency calls to 911?
26% of all calls are non-emergency.
What is the percentage of cellular calls to 911?
50% of calls to 911 are cellular.
When to call 911 system?
911 systems were implemented to help reduce the time it takes a person to reach the appropriate public safety agency in emergency situations. An emergency is any situation that requires immediate assistance from the police/sheriff or fire/medical.
Should I only dial 911 in a “life or death” emergency?
No, 911 should be used where there are people or property at risk. Examples include fires, crimes in progress or medical emergencies.
How do 911 dispatchers handle non-English speaking callers?
Though many of our dispatchers speak multiple languages dispatchers can utilize a language line service when necessary. In El Paso, all 911 operators are required to speak and understand both English and Spanish as a job requirement.
Can the deaf and hard of hearing call 911?
Yes, through the use of telecommunication devices for the deaf (TDD) dispatchers can communicate with the deaf and hard of hearing. All these callers need to do is call 911 and press the space bar for assistance.
What if I need the police for a more routine reason like a simple automobile accident?
To report a simple automobile accident use the non-emergency number 915-832-4400 and to make a report the number is 915-832-4436.
What should I do if I am unhappy with the service I received from dialing 911?
Call 915-832-4400 and ask for a supervisor. They can assist you with any problem that you are experiencing.
Do not call 911:
For information
For directory assistance
When you’re bored and just want to talk
For paying tickets
For warrants
For your pet
As a prank
Do not prank call 911
Prank calls waste time and money, and can also be dangerous. If 911 lines or call takers are busy with prank calls, someone with a real emergency may not be able to get the help they need. It is against the law in El Paso County to make prank 911 calls.
If you call 911 by mistake, do not hang up. Tell the call taker what happened so they know there really isn’t an emergency.
NON EMERGENCY NUMBERS
Police (915) 832-4400 | Fire/Medical (915) 832-4432 | Sheriff (915) 832-4408
