EVERETT — Larry Frasson didn’t want to call 911.

Someone had broken into his business and stolen about $3,000 worth of equipment. It was a lousy day at work but it wasn’t a life-or-death emergency.

“I felt guilty calling 911,” said Frasson, who has owned Sound Tractor in Everett for 25 years.

That’s where Everett Police Department’s new customer service unit came in. The unit is geared at handling nonemergency calls in hopes of responding more quickly to people who need help but don’t necessarily need an officer racing to their aid.

An Everett police officer called Frasson back within five minutes and took a report over the phone.

“I was surprised I got a call back so quick,” he said. “It was assuring to know they were trying to make things better.”

The theft wasn’t considered an emergency. There was no suspect in sight, and no one’s life was in danger. It could have taken hours for a police officer to break free from handling emergency calls to visit the business and take a report.

Everett police don’t want people to wait so long.

“Instead of waiting for an officer, they call us or send an e-mail at their convenience,” Everett police Sgt. Dan Johnson said. “We can give them better service and free up 911 for emergencies and free up our officers for emergency calls.”

The customer service officers will help people with nonemergency calls such as lost property or vehicle prowls in which there isn’t a suspect. They’re also there to answer questions.

“If it’s an emergency, if the suspect is still there, it’s important they call 911,” Johnson said.

Police departments around the country are using customer service officers to cut down on calls to 911. All three candidates in the race for Snohomish County sheriff proposed using volunteers or cadets to answer nonemergency calls and free up deputies to spend more time on emergency calls. Sheriff-elect John Lovick said that kind of system would provide faster response times.

In Everett, the customer service unit also will help the department keep better track of crime in the city. In the past, residents were given the option of mailing in reports about car prowls and other nonemergency incidents, mainly to get a case number to provide to their insurance company. Everett police, however, learned that people only followed through and sent in reports in a fraction of the cases.

“We knew there was a better way to serve our community,” Johnson said.

The department no longer uses mail-in reports, he said. Instead people are advised to call or e-mail the customer service unit to document the incident. If they can wait, an officer will take a report in person. A better reporting system will help the department identify possible crime trends that may have gone unnoticed if police reports were not taken, Johnson said.

The department also hopes it will free up officers to spend more time actively seeking out crooks and patrolling high-crime areas.

The Everett unit is possible because the City Council agreed to provide $2 million to the police department to add 18 new positions.

Johnson heads the unit. Officers on limited duty because of an injury or senior volunteers will take calls. Newly hired officers waiting to go to the police academy also will be answering calls.

The experience will give them an opportunity to work with the public. Johnson also is able to begin their training before they start the academy.

Reporter Diana Hefley: 425-339-3463 or hefley@heraldnet.com.