Public safety answering point

Public Safety Answering Point (PSAP), often referred to as an emergency dispatch center, is a critical facility in the emergency services ecosystem. It is responsible for receiving 9-1-1 calls and other emergency communications from the public and dispatching emergency services such as police, fire, and emergency medical services (EMS) based on the nature of the call. PSAPs serve as the first point of contact between the public in distress and the emergency services that can provide assistance.

Overview

A PSAP can be a dedicated call center or a part of a larger facility, such as a police or fire department. The primary function of a PSAP is to quickly and efficiently process calls for emergency assistance, determine the nature and location of the emergency, and dispatch the appropriate emergency services. PSAP operators, also known as dispatchers or call takers, are trained to handle a wide range of emergency situations and to provide instructions to callers on how to manage their situation until help arrives.

Types of PSAPs

There are two main types of PSAPs: Primary and Secondary.

• Primary PSAPs are the first to receive 9-1-1 calls. They have the capability to dispatch emergency services directly or to transfer calls to the appropriate secondary PSAP or another emergency service agency.
• Secondary PSAPs receive 9-1-1 calls transferred from a primary PSAP. They typically handle specific types of emergencies, such as those requiring emergency medical dispatch.

Technology and Operations

Modern PSAPs utilize advanced technologies to enhance their capabilities in emergency response. Key technologies include:

• Enhanced 9-1-1 (E9-1-1): Provides the caller's phone number and location to the PSAP, aiding in quick response.
• Next Generation 9-1-1 (NG9-1-1): An initiative aimed at updating the 9-1-1 service infrastructure in the United States to improve public emergency communications services in a wireless mobile society.
• Computer-Aided Dispatch (CAD): Helps dispatchers manage calls and resources more efficiently by providing tools for call input, dispatching, status updates, and call history.

Challenges

PSAPs face several challenges, including:

• Funding and resources: Maintaining and upgrading PSAP technology and infrastructure requires significant funding.
• Training and staffing: Ensuring that dispatchers are well-trained and that PSAPs are adequately staffed, especially during peak times or major emergencies.
• Interoperability: Facilitating communication and coordination between different agencies and jurisdictions can be complex.

Future Directions

The future of PSAPs involves the continued integration of new technologies to improve emergency response. This includes the adoption of NG9-1-1, the use of artificial intelligence to assist dispatchers, and the development of systems to handle communications from a variety of sources, including text messages and social media.

See Also

• Emergency service
• Emergency telephone number
• Computer-aided dispatch