About the Communications Division
The Communications Division is located in the heart of the Florida Keys in Marathon. All of the 911 calls for Monroe County are answered in the center with the exception of calls for the city of Key West. The mission of the Communications Division is to provide rapid public safety response to the citizens of our community, visitors or to other communities requesting our services. The division strives to meet those needs without regard to age, race, sex, religion or disability.
The Communications Division dispatches sheriff’s deputies, emergency medical services and fire/rescue personnel. Calls for service are received into the center by both administrative non-emergency lines as well as 911 lines.
The division has a total of 22 staff members, which includes a director, four shift supervisors and 17 communications officers. The communications staff is made up of trained professionals. They are first responders who field hundreds of incoming calls each day. The ability to filter out the chaos, determine the best course of action, and move quickly is a true test of their skills. The division is headed up by Lt. Charlene Sprinkle-Huff . There is a Supervisor on duty 24 hrs per day 365 days a year.
Communications officers must monitor multiple radio frequencies and dispatch multiple agencies in a calm and professional manner. They frequently are called upon to make split second decisions that can mean the difference between life and death. They can be a lifeline to deputies in the field and to callers on the phone.
In addition to taking calls and dispatching public-safety agencies, communications officers are also tasked with providing life saving pre-arrival instructions to assist in medical and fire situations.
Communications officers go through approximately five months of training with a training officer prior to being released to work on a shift. Training officers work tirelessly to make certain the communications officers are provided with the most up to date training possible so the public can receive the most efficient customer service possible.
A 911 call should only be made in an emergency. Otherwise callers should use the other five non-emergency phone numbers available 24 hours a day.
Tip: If you accidentally call 9-1-1, don’t hang up. Stay on the line and tell the dispatcher it was unintentional. That way they do not send resources that can be used if an actual emergency occurs. Teach your child to dial 9-1-1 for an emergency and make sure they know their address.
You should only call 911 in an emergency. Otherwise call one of our three non-emergency phone numbers. You should NOT call dispatch with questions about the weather, or about traffic conditions. For that information, please listen to local radio and television stations.
What comprises an emergency?
An emergency would loosely be defined as any situation in which a life, property or someone's safety is in immediate jeopardy. If you see a crime in progress, or if you are in a situation which might be dangerous to yourself, someone else, or if you believe property is going to be damaged in some way, call 911 immediately for help.
If a crime has already taken place, the suspect is no longer on the scene, and there is no immediate danger involved in a situation, call one of the Sheriff's Office non-emergency phone numbers:
911 is an emergency response service provided by the Monroe County Sheriff’s Office to assist the citizens of our county with receiving law enforcement, fire, and ambulance assistance during crisis times. Sheriff’s Office Communications Officers man special emergency phone lines 24 hours a day so that the citizens of Monroe County may receive help as expeditiously as possible. The Sheriff's Office answers these emergency phone lines for the Key Colony Beach Police as well as Firefighters and ambulances county wide.
At the same time as they answer 911 calls, Sheriff' s Office Communications Officers also answer non- emergency calls on regular phone lines. Obviously, someone in a crisis situation will get assistance prior to someone calling with a non-emergency situation.
When Should You call 911?
911 Emergency calls should be made only in cases such as a crime in progress, a fire, a medical emergency, or a similar immediately threatening case. A possible 911 situation can involve something you see - a burglar breaking in to a neighbors house, a fire, an automobile accident. It can also involve what you hear - a woman screaming or yelling "Don’t hit me again," gunfire, an explosion or glass breaking. Also, a suspected drunk driver is always a 911 call. They’re potential killers not only of themselves, but of innocent bystanders as well.
Before you call, gather as many facts as you can under the circumstances and write them down so you won’t forget them. Take a second look - a minute gathering more complete information may be worth the delay. If you are describing a person, important points include the race of the person, whether it is a male or a female, what the person is wearing, the color of his or her hair and any other outstanding characteristics. With a car description, a tag number is great if you can get it, and a report that the vehicle had a ladder on top or a dented left front fender is more useful than simply describing the vehicle as a "white van".
The job of the communications officer is to gather as much pertinent information relative to the situation as possible and to keep you on the phone if at all possible. This action better prepares deputies coming to your aid.
What to expect when you call 911
When you call 911 emergency lines, one of the first things you will be asked is "Is this an emergency? This question is a necessary one because unfortunately, some people do call 911 for non-emergencies. Communications Officers must often deal with 911 calls for directions, weather conditions or traffic information. This misuse of 911 is unacceptable, and has the potential of delaying true emergency calls.
Once it is established that you do have an emergency situation, the Communications Officer will ask you a series of questions in an effort to get enough information so he/she can send the proper assistance to you as soon as possible. Try to answer the questions as calmly and clearly as possible. Help will be sent to you right away, and the more cooperative you are over the phone, the faster that help will arrive.
When you call 911, a special computerized system called the SALI System (Stand Alone Automatic Location Identification) will automatically tell the Communications Officer your address and phone number. If you have any special medical conditions you can register that information with the Sheriff’s Office and that information will be included in the SALI system, and will be available to Communications officers when you call.
The officer will continue to talk with you after help has been dispatched to you. The longer he/she can keep you on the phone and the more information that can be relayed to the responding deputy, ambulance or fire truck, the better and safer the situation is.
Communications officers in Monroe County are trained in Emergency Medical Dispatching. This means if you have a medical emergency, the Communications Officer will be able to assist you with initial treatment steps, such as performing CPR, the Heimlich Maneuver for choking victims, or other common medical emergencies.
Misuse of the 911 Emergency system
Unfortunately a substantial number of 911 calls received by MCSO Communications Officers are not of an emergency nature. If you are reporting a non-emergency situation such as a suspicious person, a previously stolen bike or a dog continually barking, 911 is not the proper number to call. The Sheriff’s Office offers non-emergency phone numbers for the reporting of such calls. Your call will still be handled appropriately, but this will allow true emergencies to be handled first.
Let me re-emphasize: 911 is for emergency calls only and is not equipped to answer questions, give directions, weather forecasts or road conditions. How would you like it if you had a real emergency and someone else was tying up the Communications Officer asking where the closest post office is?
To report a non-emergency call, the following phone numbers may be called 24 hours a day:
If you have questions or concerns about Sheriff's Office Communications Division, you may email Lt. Charlene Sprinkle-Huff at firstname.lastname@example.org or call her at any of the above non-emergency numbers.