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City of Rochester

Inappropriate 911 Calls

Some calls are not appropriate for 911. These calls tie up an emergency line that could be used to answer a call that could be a real emergency. Here are some examples of inappropriate calls. More are detailed below:

  • What time do the 4th of July fireworks begin in my town?  (event information)
  • Why is the traffic on 490 so slow today? (traffic information)
  • What is the best way to get to the War Memorial? (directions)
  • Did the concert get cancelled tonight? (cancellations)
  • What's the phone number for Domino's Pizza? (directory service)
  • Why hasn't UPS arrived yet? (private matters)

The following is a list of calls which are NOT handled by 911 and suggestions as to where you could call to find the information you need:

City of Rochester Police Non-Emergency / One Call to City Hall

Whether it’s refuse collection, leaf pickup, sidewalk snow plowing or world-class drinking water, Rochester is a leader in providing quality customer service. 311- One Call to City Hall enhances these amenities by making City government even more accessible.

How Does it Work?

Our live representatives are ready to assist you 24-hours-a-day, seven days a week. Allow us to navigate the system for you to find the answers or the people you need. We will keep track of relevant data from our new 311 Call Center to plan, forecast and budget for improved service delivery. Our goal is to improve our business processes and become more efficient.

Telephone service interruptions

911 does not keep listings of service outages. To report your phone out of order or to check on wide area outages, contact:

  • Citizens Telephone Company
  • Time-Warner Telephone Company
  • Frontier Telephone Company

Telephone numbers / Street Directions

911 will not provide any telephone numbers for any reason, contact Information at 411.

Utilities / Street Directions

911 operators will not pass along information for you if your cable TV is out of order nor do they keep listings of service outages. To report your cable TV out or order or to check on wide area outages, contact Time Warner Communications at (585) 756-5000.

We also will not pass along information for you if your electric is off nor do they keep listings of service outages. To report your electric is off or to check on wide area outages, contact:

  • Rochester Gas & Electric
  • Niagara Mohawk
  • Spencerport Village Electric
  • Fairport Village Electric

911 operators will not provide directions to your particular destination nor will they provide directions to your particular destination. Nor will they provide locations of streets, buildings, landmarks, etc. For information on these contact AAA (Auto Club of Rochester) at (585) 461-4660.

Street directions

911 operators will not provide directions to your particular destination nor will they provide directions to your particular destination. Nor will they provide locations of streets, buildings, landmarks, etc. For information on these contact AAA (Auto Club of Rochester) at (585) 461-4660.

Traffic, Weather, Road conditions or closings or School closings

911 operators will not provide information on these conditions or closings. During storms you should listen to your radio or television for up to date conditions and closings. Or you can contact:

  • AAA (Auto Club of Rochester) at (585) 461-4660
  • New York State Thruway Authority at (585) 334-4160
  • National Weather Service at (585) 235-0240

Community Events

911 operators will not provide information on community events. You can contact:

  • City of Rochester Special Events Office at (585) 428-6697, or click on the Calendar link above.
  • Monroe County Office of Communications and Special Events at (585) 428-2380
  • Your local town or village office

Parade Schedules

911 operators will not provide information on parades. You can contact:

  • City of Rochester Special Events Office at (585) 428- 6697
  • Monroe County Office of Communications and Special Events at (585) 428-2380
  • The local fire department non-emergency phone if listed
  • Your local town or village office

Advice of any kind, including legal

911 operators will not provide advice of any kind. This includes answering legal questions you may have. You can contact an attorney of your choice or the Legal Aid Society at (585) 232-4090.

Alarm Information

911 operators will not provide information on alarms. They will not answer questions on what happened at your address, or business, if the alarm activated while you were, or are, away. They will not answer questions on how to obtain alarm permits. You should contact:

  • City Clerk's Office at (585) 428-7421
  • Monroe County Clerk's Office at (585) 274-5151
  • Your local town or village office
  • Your alarm company

Court and Jail Information

911 operators will not provide information on court dates or times, bail amounts, whether or not someone is in custody or when visitation is. You should contact:

  • Monroe County Jail at (585) 428-5432
  • Rochester Police Headquarters Desk at (585) 428-6720
  • The local police department involved
  • The town justice court involved
  • All other courts are listed under New York State in the phone book.

This is not an exhaustive list of all the reasons why NOT to call 911. Common sense shows that these calls clearly do not fall in the category of types of calls that our 911 center will answer.

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