About the Emergency Communications Center

Norfolk's "FIRST" First Responders

The Emergency Communications Center is where calls are received from the public and then dispatched to public safety personnel (police, fire, rescue).

Telecommunicators / Dispatchers

There are 35 Telecommunicators or "dispatchers" divided into two teams who are overseen by 2 "Supervisors." During any given shift,  9 Telecommunicators, including 2 Supervisors, cover the call-taking and radio positions.

These dedicated public safety professionals serve as the first point of contact each day when members of the public call 911 for help. In 2022, the average call volume per day was 1,328 calls answered and field units were dispatched to 265,717 incidents or calls for service.

Administrative Call Taking Positions

  • Answer non-emergency calls and alarm calls from citizens and visitors of the City. 
  • Responds to inquires for non-emergency information and re-direct inquires to correct City departments.   

911 Call Taking Positions

  • Answer all incoming 911, emergency, non-emergency and alarm calls from citizens and visitors of the City.
  • Calls can originate from a home, business, cellular or Voice over Internet Protocol (VoIP) telephones.
  • Special calling needs
    • Language Line translators for non-English speaking citizens and visitors
    • TTY for the Deaf and Hard of Hearing

Radio Positions

Dispatch priority based calls for service to:

  • Animal Protection Unit
  • Firefighters
  • Medics
  • Monitor and respond to requests for mutual aid from neighboring cities and agencies
  • Police