Frequently Asked Questions

Are any other numbers besides 9-1-1 answered at the Emergency Communications Center?

Yes. The Emergency Communications Center answers not only 9-1-1 calls, but all other 7-digit numbers listed in the phone book as "non-emergency".

What difference does it make whether I call 9-1-1 or the non-emergency number?

The Emergency Communications Center has an "Enhanced" 9-1-1 system. This means that when you call 9-1-1, your name, address and phone number are displayed on the computer screen when an ECS answers the phone. This information helps make your call quicker and easier to process. The location display is also extremely important in cases where the caller does not know where they are, or cannot speak or give their location due to a medical problem or some other reason. When you call the non-emergency number the ECS call-takers do not receive this display.

My group would like to tour the Emergency Communications Center. How can we arrange that?

There is no official tour of the Emergency Communications Center. A tour of the Law Enforcement Center (LEC) which will include a brief visit to the Center can be arranged by calling the Decatur Police Department Shift Commander at 217-424-2721.

If you or your group are visiting from another agency or you are with an adult group that has a particular interest in the equipment or arrangement of the Center, please let the officer know when you are arranging your LEC tour. He/she will contact the EC Manager to set up a viewing of the Center for that purpose during your LEC tour.

What should I do if I am unhappy with the service I received from dialing 9-1-1?

The Decatur Police Department is committed to providing the very best possible service to our citizens. We set a high standard for professional conduct, with fairness and courtesy as our watchwords. If you’re not satisfied with the service that was provided when you called, you should ask to speak with the on-duty Emergency Communications Supervisor or, in their absence, the Emergency Communications Manager. You should explain to the EC Supervisor or Manager the circumstances of the call and why you weren’t satisfied with the service you received. In the event you feel that we may have failed to meet that high standard, you may file a formal Citizen Complaint, either in person or on-line. The instructions below detail the in-person complaint process.

To file a complaint online, click on the Communication Specialist Complaint tab, to the left of this page. Please note that you can also use the online reporting system to COMMEND an Emergency Communication Specialist for exemplary conduct or performance.

I’d like to become an ECS – where can I get information about the job?

The City of Decatur website has all current job openeings listed under Employment Opportunities. If the ECS position is not listed, you may call Human Resources at 217-424-2805 for more information.