The City of Mentor
Safety Forces Communications Center
8467 Civic Center Boulevard

The City of Mentor’s Safety Forces Communication Center is a designated 24-hour Public Safety Answering Point, or PSAP.

A PSAP is where 9-1-1 calls are received and dispatched. It is a facility equipped and staffed to receive emergency calls requesting police, fire, emergency medical and other public safety services via telephone and other communication devices. Mentor’s Communication Center is a primary PSAP at which emergency calls are not only first answered and triaged, but also the point from which calls are dispatched.

9-1-1 lines are reserved for emergency calls to report a crime in progress, or a fire, or to request an ambulance. The normal use of 9-1-1 is to access emergency services and is generally reserved for those situations when the response by such services is immediately needed. In nearly every case, the caller should expect to be asked the location of the emergency, their call back number, and the nature of their emergency. This scenario allows the telecommunications officer to confirm the information that may be displayed with the call as well as to determine the appropriate priority and response needs of the caller. However, when the public uses 9-1-1 for non-emergency calls, this may delay the arrival of help for people caught in real emergencies.

9-1-1 is NOT to be used for directory assistance or to report telephone or power outages.

When to Dial 9-1-1

What is an emergency?

• Any serious medical problem (chest pain, seizures, bleeding, choking)
• Any type of fire or smoke (business, car, home)
• Any life threatening situation (fights, people with weapons, etc.)
• Traffic accidents with injuries
• Crimes in progress (someone breaking into your home or a neighbor’s home)

What information will the 9-1-1 operator need?

• The location where assistance is needed
• Your name and phone number
• The nature of the emergency
• Descriptions of suspects, or additional information, such as:
• Where? Where is it occurring?
• What? What is happening?
• When? Is this happening now?
• Who? Who is the victim, suspect, etc.?
• Why? Do you know why this is happening?
• Weapons; are there any weapons involved?
• In which direction did the suspects go when they left?
• Were they running, or were they in a vehicle?

Regardless of the information the 9-1-1 dispatcher sees on their screen, they need to confirm that the caller’s information has not changed. When you are reporting an emergency, try to remain calm (as difficult as that may be), so that the dispatcher is able to fully understand the problem.

The dispatcher may ask you to stay on the line while they dispatch an emergency responder. You may not hear anything during this time. Do not hang up until the operator returns and gives you further instructions. You will be told when it is time to disconnect.

If your call requires only a police response, the operator will ask a number of questions – including your address and phone number – in order to get you the appropriate assistance.

If you are calling with a medical problem, they will ask the patient’s age, whether he or she is conscious and breathing, and then a series of additional medical questions. These questions follow the Emergency Medical Dispatch protocol.

• Is he completely awake?
• Is he breathing normally?
• Is he changing color?
• Is he clammy?
• Does he have a history or heart problems?
• Did he take any drugs or medications in the past 12 hours?

To someone in an emergency, these questions might seem to take unnecessary time. However, answering these questions provides important information to the dispatcher, so they can determine how much help is needed; it also allows the ambulance and fire units to determine if they need to use their emergency lights and sirens when they are on their way to you.  Remaining on the line with the dispatcher does not delay response time.

Answering questions promptly, correctly, and calmly also allows the dispatcher, who is a certified Emergency Medical Dispatcher, to provide important instructions to the caller before help arrives. They are trained to guide the caller through CPR, the Heimlich maneuver or other first-aid procedures before the ambulance arrives - which could make a big difference in life or death situations.

Helpful Hints:

• Always listen to the dispatcher.
• The questions they ask are for your safety and the safety of the public and the officers.
• Just because they are questioning you, does not mean help is not on the way.
• Information is entered into a computer and dispatched to the proper units.
• Remain on the line until told to hang up. The operator may need more information or to give you further instructions.
• Be familiar with your area. We can’t help if you don’t know where you are.
• NEVER intervene in a crime in progress.

If you dial 9-1-1 by mistake, stay on the line and let the dispatcher know that you misdialed. If you hang up, the dispatcher will attempt to call you back. If there is no answer or the line is busy, a police officer will be sent to the address of the call.

What are Non Life-Threatening Emergencies?

A Non Life-Threatening Emergency call is simply a request for police or fire service that is not a life-threatening situation. Examples include:

• Property damage accidents (such as fender benders)
• Break in to a vehicle (when suspect is gone)
• Theft of property (when suspect is gone)
• Vandalism (when suspect is gone)
• Panhandlers
• Intoxicated persons who are not disorderly
• Cars blocking streets or alleys
• Loud party or dogs barking

In these instances, call the following Non Life-Threatening Phone Numbers:
Police 440-255-1234
Fire/EMS 440-255-1212

The dispatcher will gather information to determine the appropriate response. Calls are then dispatched in order of priority. For example, a disturbance will be dispatched before a vehicle lock out, even if the lock out was reported first.

Please do NOT call 9-1-1 or the Emergency Lines (440-255-1234, or 440-255-1212) in the following instances:

• For information regarding weather or road conditions.
• Phone numbers for businesses or other government agencies.
• To report utility problems such as power outages, phone and water repair.
• To ask for directions and/or road names.
• General requests pertaining police reports or correctional facilities.
• Requests for taxi services.
• Inquiries regarding parade times, Halloween trick or treat, fireworks times, business closing times during holidays, pool passes, concert times, etc.
• Legal advice of any kind.

Safety Forces Communications Technicians are not to provide phone numbers or look up information in the phone book for residents. They are there to respond to emergency calls for service and to dispatch safety forces quickly to those in need of help. Please think before you dial.

For Non-Emergencies, please consult your telephone directory for the appropriate number for the business or individual you are trying to contact.  If you do not have a telephone directory, dial 4-1-1 for directory assistance.

United Way of Lake County also provides a 24-hour Mental Health and Social Service hotline. By dialing 2-1-1, you will be put into contact with available community services.

Helpful Non-Emergency numbers: (the area code for all of Lake County is 440.)