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 72 Telecommunicators or "dispatchers" broken up into three teams who are overseen by 3 of the 9 Telecommunicator IIIs or "Supervisors." During any given shift 13 to 16 Telecommunicators, including 2 Supervisors, cover the call-taking and radio positions.

They serve as the first point of contact each day when members of the public call 911 for help. In 2017, the call volume was over 700,000 and field units were dispatched to over 295,000 incidents or calls for service.

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