This is the biggest part of a call-taker's job--giving information to caller's who don't have an emergency, and who don't need the assistance of an officer.
Many times a caller needs information about hours of operation, the address or location of a particular city agency, or details on how to procede with a specific procedure or process (retrieve a towed car, bail out an arrested person, register a bicycle, etc.). The information can become more detailed and specific if the caller has a legal problem or needs advice how to pursue a civil matter. Agencies handle these types of information requests differently--the call-taker might be trained to give such advice, or the call-taker is instructed to refer the caller to a desk or patrol officer.
Call-takers are trained to answer basic questions about the department, the city and legal procedures. But few agencies train their call-takers to give legal advice, either criminal or civil. Such advice is usually reserved for sworn officers.
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