Frequently Asked Questions

1. Where is the Hanover 911 Dispatch
   Center located?
    
2. How many calls does Hanover 911
   handle in a year?
    
3. What number, other than 911, should
   I use to contact the 911 center?
    
4. When should I dial 911?
    
5. I'm deaf - how can I communicate
   with Hanover 911?
    
6. What if I call from a payphone?
    
7. Who answers the 911 wireless (cellphone) calls?
    
8. Why do dispatchers ask so many questions?
    
9. What do I need to do to be of assistance to the 911 dispatcher?

1. Where is the Hanover 911 Dispatch Center located?
   Hanover 911 is now located in a new building adjacent to the Administraton Building of the Hanover Government Center. The 911 center is responsible for answering emergency and service related calls for a population of over 82,000. Geographically the County consists of 471 square miles.
   
    
2. How many calls does Hanover 911 handle in a year?
   The Hanover 911 Center handles over 200,000 wire line and wireless calls per year, of which approximately 27,000 are wire line 911 line, and 29,000 are wireless (cell phone) 911 calls.
   
    
3. What number, other than 911, should I use to contact the 911 center?
   First and foremost, you should dial 911 for any emergency. If you do need non-emergency or Animal Control assistance, then dial (804)365-6140, or (804)227-3379.
   
    
4. When should I dial 911?
   You should dial 911 for any Police, Fire, or Medical Emergency - threat to life or property. With the addition of enhanced 911 in 1995, it is now easier and faster to access Emergency Services.
   
    
5. I'm deaf - how can I communicate with Hanover 911?
   Hanover 911 is equipped with 8 TDD (Telecommunications Device for the Deaf) interfaces, as well as 2 back up manual machines - and all dispatchers are trained in the use of the TDD.
   
    
6. What if I call from a payphone?
   All payphones in Hanover County, through their respective phone company owners, have made it so that any 911 call from any payphone is free of charge. The payphones location show up on the enhanced 911 screens with their proper address and phone number from which the call is placed.
   
    
7. Who answers the 911 wireless (cellphone) calls?
   Based on your location, the wireless 911 calls will be answered by the appropriate locality, or the Virginia State Police. As you can imagine, with the amount of cell phones equipped with the "hold 9 down for 3 seconds to dial 911" feature on phones, we get a lot of "open phone lines" of people of have the button pressed in their purses, pockets, and vehicles that are not aware they even dialed
   
    
8. Why do dispatchers ask so many questions?
   This is a very frequently asked question. The 911 Dispatchers are trained to ask various questions that will assure a timely response to all emergency and service related calls. They are trained to ask questions that will determine the exact nature of the call and that will enable them to provide the responding units with the information they need to properly handle the call and to assure their safety when responding and on the scene. Certain questions must also be asked to provide emergency assistance until responding units can arrive. The caller need to be patient, answer all questions, and understand that the questions are being asked for a reason.
   
    
9. What do I need to do to be of assistance to the 911 dispatcher?
   Remain as calm as possible, listen to the questions, speak clearly and slowly, and listen to all instructions being given by the 911 dispatcher.