Specifications include, but are not limited to: • Educate the public on emergency vs. non-emergency – knowing when to call 9-1-1 and non-emergency numbers. • Location information – making sure callers know and can communicate their location. • Accidental calls – not to hang up when there are unintended calls (pocket dials, preprogrammed dials) and to clarify that the call was accidental to the call taker. • Nuisance calls – calls that are not intended for non-emergency services. • The current objective is to improve overall call answer capacity, reduce inbound 9-1-1 phone traffic, reduce workload for personnel, and to create a more effective system for citizens when they need help. The non-9-1-1 criteria calls have a considerable negative impact on the availability of call takers to answer true emergency 9-1-1 and non-emergency calls.
