FAQs

Calls to 911 and South Sound 911’s non-emergency line are answered by a telecommunicator. The telecommunicator will obtain some basic information — namely WHAT the emergency is and WHERE. The telecommunicator will enter that information into the computer-aided dispatch system where it is received by dispatchers who work with responders in the field. In the meantime, the telecommunicator will either begin emergency medical instruction, obtain additional details, or if the call is determined to be non-emergency, the call will be transferred to the non-emergency queue where it will be on hold until priority emergency calls are answered and staff is available to assist. (This infographic shows the workflow of how South Sound 911 handles incoming 911 calls.)

If additional information is asked for during the call, do not despair, the telecommunicator is relaying information to dispatchers during the call. The telecommunicator’s questions do not delay the dispatch of aid!

A common misunderstanding is that South Sound 911 determines when and how first responders are dispatched. In fact, dispatch protocols are determined by the police or fire agencies South Sound 911 dispatches. After a call is entered for dispatch, the response is the responsibility of the police and/or fire agency.

(Fire/EMS calls within the city limits of Tacoma, Ruston, Fircrest or Fife will be transferred to and handled by the Tacoma Fire Department.)

The address/location, what the problem is (why help is needed), your name, and other details the call taker may ask for including license plate numbers and person or vehicle descriptions.

Remember…

– Stay calm.
– Answer questions concisely, accurately and coherently.
– Help is being dispatched while you are on the line.
– The call taker may keep you on the line and continue asking questions until help arrives.
– Let the call taker guide the conversation.
– Know where you are and/or what is nearby.
– You cannot send a text or video message to 911 or the non-emergency number.

It is helpful if the caller can identify his/her language, so the call taker can request an interpreter. While the call taker connects to the interpreter, the caller should stay on the line.

The caller should tell the interpreter what the emergency is, the location, his/her name, and phone number, and answer any questions the call taker asks through the interpreter.

Here in Pierce County – YES – but it is only for emergencies AND when you cannot safely place a voice call. For more information and tips, visit southsound911.org/text911. 

South Sound 911 will answer your call as quickly as possible. In 2022, South Sound 911 answered 90% of all 911 calls in 20 seconds or less.

However, call volumes fluctuate depending on the time of day and the time of year — and some would say depending on the phase of the moon! So one thing you can do to help us answer your 911 call is to stay on the line. DO NOT HANG UP, even if you dialed 911 accidentally.

Regardless of how many times the phone rings, we will answer it. Hanging up hinders our ability to answer other 911 lines because we are required to call you back to ensure there is no emergency.

The non-emergency number should be used instead of 911 when the situation is over, there is no threat or danger to life or property, and there is no chance of apprehending the suspect(s). The non-emergency line is available 24-hours a day, every day: 253-287-4455 or 800-562-9800.

Examples of when you should call the non-emergency number:

• Your house or car was broken into, but you did not witness the incident.
• Your runaway child has returned home.
• You need to add additional items to your burglary report, which you previously reported.
• Your car or bicycle was stolen sometime during the day/night.

Call 911 when it is an emergency and a prompt response is needed. Emergencies requiring 911 are life-threatening or a crime that is in-progress. Examples include a fight or assault occurring at the time, a burning fire or a possibly life-threatening medical problem.

It depends on which type of phone service and what other calling services you have readily available. First, try another type of phone. For instance, if VoIP services or telephone landlines are down, try calling with your cell phone; if cellular service is also not available, please go to the nearest police or fire station or try texting 911 (if you are in an area with text-to-911 service).

In case of a 911 system-wide outage, we will activate and publicize a 10-digit number to call until 911 service is restored. We share this number with the media — so check your television, online and radio news outlets — and we will also post this information on our own social media channels and website.

If you dial 911, even by accident, DO NOT HANG UP. This is true even if the call is not immediately answered or if assistance is no longer needed.

Hang-up 911 calls only further delay the answering of emergency calls. South Sound 911’s communications center receives call-back information whenever someone dials 911 and hangs up. A call taker must then call back to determine why the call was made.

Talking to and answering questions asked by a call taker will not delay help from arriving. The call taker enters details from your call into the dispatch system while you’re on the phone; a dispatcher relays information to responders and dispatches available units according to the responding police or fire agency policy and priority. If possible, do not hang up with 911 until told to do so.

When you call from a cell phone, the information the call taker sees is limited. Unlike with most landlines, a cell phone cannot provide address information. It is important for you to know where you are at all times in case of emergency so you can describe your location as precisely as possible – including cross streets, mileposts or landmarks.

While South Sound 911 can employ RapidSOS technology to better locate some 911 callers, it does not eliminate the need for callers to know their location. South Sound 911 can also use what3words location info, if available.

Cellular service may not be available in some areas or in the wilderness. You may be able to try texting 911 or, if service is available, a 911 call for help will be picked up by the nearest cellular tower in the most direct line of sight to your location. Your call could be answered by any number of 911 centers. Since these 911 centers may be located outside the boundary of the calling area, emergency responders will have no way of knowing where you’re calling from unless you tell them. Be prepared to provide your location – including trailhead and nearest city, destination or waypoints – and know how to increase your cell phone’s signal strength.

Ways to increase your cell phone’s signal strength include:

• Point your antenna up
• Find a clearing
• Gain elevation
• Turn your body (your body may obstruct the signal)

Remember, when you are in a remote location, help may be several hours away – or longer. If your 911 call is disconnected, call 911 again.

Sometimes it may be more appropriate to call South Sound 911’s non-emergency number: 253-287-4455 or 800-562-9800.

There are also other resources which may be more appropriate. For example:

– Tune to the local news media for updates on weather and road conditions
– Report power outages to your utility provider.
– Find a businesses phone number online or by calling 411.
– Consult a phone, text, or online community resource or hotline.

Washington state law requires South Sound 911 keep recordings of 911 telephone conversations for 90 days. The public may request copies of specific 911 calls by submitting a Public Records Request online: Public Records Requests

In 2020, South Sound 911 answered 883,347 calls. Of those 527,033 were emergency 911 calls and 356,314 were non-emergency calls.

Feel free to contact South Sound 911 for a free community education presentation or event presence! Details are found on our website’s Education page.

Updating your name or address is not a requirement; however, if you choose to update your CPL by applying for a replacement CPL. Current fees for replacement CPLs are on our Concealed Pistol Licenses page.

If there is a typo or other verifiable mistake on a CPL South Sound 911 issues, we will provide a replacement CPL at no cost. You may either visit the public counter during normal business hours or get a replacement mailed to you. 

To have the replacement license mailed to you, please email a copy of both the incorrect CPL and your driver license (or the photo I.D. shown when you applied) to CPL@southsound911.org. South Sound 911 staff will issue the replacement license and mail it to you with a stamped, self-addressed envelope for you to return the incorrect CPL to South Sound 911.

Typically, CPLs take 3-4 weeks to process. The processing time may vary as the background check relies on the responsiveness of other agencies, outside of South Sound 911’s control. Additionally, there may be delays in the mail.

Our online Order Tracker allows applicants with an email address on file to check the status of their application regardless of whether it was submitted online, at the kiosk, or in-person. Applicants will need the order (application) number, email address, and password. (Use the reset password function if you forgot or do not know your password.)

You may also choose to inquire with our staff; however, since information about CPL applications is protected by law, in order for South Sound 911 to provide information about your application or its status via email we must have proof of your identity. You may provide a copy (photocopy, scanned image, photograph) of the I.D. you presented at the time you applied as proof of your identity. Email the image of your I.D. to cpl@southsound911.org and we will respond with status information as soon as possible. 

South Sound 911 acts as a service agent for the processing of Concealed Pistol Licenses (CPLs), Firearms Dealer Licenses, as well as Specialized Forest Product Harvesting Permits. Please visit the relevant web page for further service details.

See the Washington State Department of Licensing firearms licensing website or review the state’s RCW 9.41.070.

No. “Residency” and “Home of Record” are different. “Residency” is where you physically live, not where you pay taxes, own property, etc.

Visit the Washington State Attorney General’s website for reciprocal agreements with other states.

To find out if any other states honor Washington’s CPL, please check with each state you plan to visit.

Visit the Washington State Attorney General’s website for reciprocal agreements with other states.

The Public Records Act does not require South Sound 911 to provide research services, to analyze data, answer written questions, or to create records in response to a request.

South Sound 911 does not have a document containing a breakdown of all codes which may be used, but you may find the list of CLEAR codes (for older reports) helpful: CLEAR Police Report Codes

South Sound 911 only processes public records requests on behalf of certain law enforcement agencies for Incident (police) Reports, CAD Logs, and/or 911 and dispatch audio. Investigative information such as officer notes, body cam footage, video and photographs are held and released by the individual agency. Please contact the relevant agency for access to such information. List of Agencies and Records

South Sound 911 only processes public records requests on behalf of certain law enforcement agencies for Incident (police) Reports, CAD Logs, and/or 911 and dispatch audio. Investigative information such as officer notes, video and photographs are held and released by the individual agency. Please contact the relevant agency for access to such information. List of Agencies and Records

South Sound 911 only processes public records requests on behalf of certain law enforcement agencies in Pierce County. See the List of Agencies and Records for more information. List of Agencies and Records

South Sound 911 does not have a document containing a breakdown of all codes which may be used, but you may find the Calls for Service Code and Disposition Code lists helpful. 

Contact the issuing court directly. South Sound 911 does not provide court disposition information.

South Sound 911 prioritizes requests from criminal justice and law enforcement agencies. However, our law enforcement agencies require review of some reports before releasing. That process may take a little time.

Depending on the type of records requested/provided, a charge may be assessed.

Release of information is decided by the reporting law enforcement agency. If you have questions or concerns about redactions, please contact the reporting agency directly.

Typically, 90 days.

South Sound 911 has police reports from the 1960s. Detailed information is required for searches prior to 1974. Reports prior to 2000 may need to be ordered from archives and may take additional time to process.

Audio is typically held for 90 days.

A local records check includes review of South Sound 911’s police reports where the subject is listed, which may or may not have resulted in criminal prosecution. A local records check does not provide court filing or disposition information.

While digital fingerprints typically produce better fingerprint images, sometimes when a person submits their prints to the requesting party, they may be “rejected” or “unclassifiable” for a variety of reasons. If the fingerprints you obtained from South Sound 911 are rejected, you can visit our office during business hours and we will take your fingerprints once more, at no charge. Please bring documentation showing that your prints were rejected. We do not issue refunds for rejected fingerprints.

Very smooth or dry skin, or those with “worn down” fingertip ridges are more difficult to print. The best thing you can do to reduce the chances of having your fingerprints rejected is to moisturize. This will reduce dryness and help skin ridges heal. However, please refrain from using lotion the same day you are fingerprinted. (Lotion has great benefits with long-term use, but may leave a residue on fingertips which make the printing process more challenging.)

No. Fingerprints are not kept on file. If you want copies for future use, we suggest purchasing extra cards when you visit.

No. South Sound 911 provides inkless (scanned) fingerprints that prints directly onto an FBI FD-258 fingerprint card. We are unable to print onto other fingerprint cards.

No. South Sound 911 provides inkless (digitally scanned) fingerprints only.

In most instances – no. Your fingerprints will be provided to you; it will be your responsibility to submit the fingerprint card(s) to the requesting agency or business.

South Sound 911 only electronically transmits fingerprints for original concealed pistol license (CPL) applicants, for local criminal history inspections needed for South Sound 911/Pierce County employment, and for certain licenses referred from the Pierce County Auditor’s Office (taxi, entertainers, peddlers, etc.).

South Sound 911 does not release information about warrants or protection orders. Please contact the court – whichever one issued (or might have issued) the warrant or order to verify its existence or status.

South Sound 911 only processes public records requests on behalf of certain law enforcement agencies in Pierce County. See the List of Agencies and Records for more information. List of Agencies and Records

Contact the issuing court directly. South Sound 911 does not provide court records or court disposition information.

South Sound 911 has police reports from the 1960s. Detailed information is required for searches prior to 1974. Reports prior to 2000 may need to be ordered from archives and may take additional time to process.

Audio is typically held for 90 days.

South Sound 911 provides 911, dispatch and records management services for law enforcement; we do not investigate incidents. For information about or to check the status of a case or incident, you must contact the relevant law enforcement agency.

If you successfully submitted a request via the Records Request Portal, you may check the status of your request(s) anytime: Log into the portal and go to View My Requests, then click the request’s Details button and look for the “Status” located under the Reference Number.

South Sound 911 processes public records requests on behalf of the agencies it serves; however, the applicable law enforcement agency oftentimes must approve requests before South Sound 911 may provide copies. It is common for requests to experience delays during this process and requestors will be notified by email when the materials are available for download via the Records Portal.

Yes. Please use the incident details section to specifically describe what you are requesting. Please include all of the information you have, such as the date/time and address/location of the incident, and the names of anyone involved.

South Sound 911 public records requests may be processed by two different offices, depending on the item(s) requested. Some items may be available for release sooner than others and may, therefore, be made available separately.

South Sound 911 does not maintain records such as investigative files, photos, videos, dash cam or body cam footage, fire department records, or officer notes, emails, or text messages; such records are held by the originating agency. Please contact the relevant agency for access to such information.

For records pertaining to the agency of South Sound 911, please mail your request to South Sound 911; ATTN: Records Custodian; 3580 Pacific Ave.; Tacoma WA 98418.

After you have created an account, please call South Sound 911’s front desk (253-287-4900) for further assistance during normal business hours.

Washington state law requires South Sound 911 keep recordings of 911 telephone conversations for 90 days.

For fire reports, please contact the individual fire department.

The Public Records Act does not require South Sound 911 to provide research services, to analyze data, answer written questions, or to create records in response to a request.

South Sound 911 does not have a document containing a breakdown of all codes that may be used, but you may find the Call for Service Code and Disposition Code lists helpful.

Calls for Service and Disposition Codes

South Sound 911 does not have a way to provide police/incident reports or CAD logs with that level of refinement. You may be interested in requesting “Collision Data Reports” from the Washington State Patrol (WSP). Please visit their website for more information: WSP Collision Data Reports

No. Photos and video cannot be received at this time.

No. Messages sent to 911 cannot include other recipients. If you attempt to text 911 on a group text, it may not be received.

If text-to-911 service is unavailable, even temporarily, you should receive a message indicating it is not available with instructions to contact 911 by other means. If you do not receive any replies from 911, try to contact 911 another way (place a voice call, use TTY/relay, try a different device or landline).

If you accidentally send a text to 911, please send a reply stating that it was a mistake and that there is no emergency.

Text-to-911 location information is obtained from the cellular carrier’s location data for the purpose of routing the message to the nearest 911 center and it may not be exact enough for first responders to find you. For all 911 calls or text messages, “callers” should be prepared to provide their exact location information — including apartment, lot, building, space, unit, or suite number, or mile marker.

No. Voice calls are still the preferred method for contacting 911.

While South Sound 911 processes text messages in the same manner as voice calls to 911, texts are not as efficient as voice calls. Call takers cannot hear background noise to better ascertain the situation, and there are inherent delays when sending or receiving text replies. 

Remember, call if you can, text if you can’t.

The National Emergency Number Association (NENA) helped produce these great videos:

• General Information about Text-to-911 for the Deaf, Deafblind, Hard of Hearing, and Speech Disabled
• How to Text 911 for the Deaf, Deafblind, Hard of Hearing, and Speech Disabled
• Important Facts About Text-to-911 for the Deaf, Deafblind, Hard of Hearing, and Speech Disabled

We also have educational information available in braille. Contact us by phone or email to request a copy: 253-287-4817 or info@southsound911.org.

Yes – in an emergency, and when you cannot place a voice call to 911, you may text 911 in Pierce County. Text-to-911 is also available statewide in Washington.

No. The mobile device you text from requires a mobile phone number with a wireless carrier which allows the device to send and receive text messages.

No. At this time, 911 is only available in English.