Karen:
When should I call 911 vs 311?Beat Cop:
Karen, you are not alone with this question. I get asked this all the time. The best advice I can give you is: if in doubt ,call 911. In many situations, a citizen might feel there is not an actual emergency, like a fist fight or theft occurring at a shopping center. The Police Department would like you to call 911 in cases of any crime in progress or any level of emergency.
Calling 911 with a preserved, low level of emergency is not going to prevent someone from getting through with a “real emergency”. Calling 911 early and getting the appropriate police or fire response can however, prevent a situation from escalating and becoming the “real emergency”. 311 can be used from home phones only and is available for calls like music complaints, parking violations and police questions.
911 calls using cell phones are slightly more complicated. (311 is not available on cell phones.) Recently, a 911 cell phone switching system has been implemented, routing your cell phone 911 call to the local police agency whose jurisdiction you are calling from. This system is not flawless and often will default to the California Highway Patrol. Getting connected to the CHP while in San Jose can happen when you are near a freeway but not on it or when the system is not sure where you are. If you are connected to the CHP, dispatchers will make the transfer back to San Jose Police.
A sure way to get San Jose Police from the start on a cell phone is by calling 277-8911. This number will connect you the same way as a 911 call made from your home. You may want to store this number in your phone and put it on speed dial.
Proudly serving you,
Your Beat Cop
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