What is a PSAP? (Public Safety Answering Point)

A Public Safety Answering Point (PSAP) is the first point of contact for 911 calls. When someone dials 911, their call is routed to the nearest PSAP, where trained emergency dispatchers assess the situation and coordinate the appropriate response. Whether it’s a medical emergency, a fire, or a law enforcement matter, PSAPs play a critical role in ensuring that help reaches those in need as quickly and efficiently as possible.

Types of PSAPS 

Public Safety Answering Points (PSAPs) vary in structure and function depending on the size of the community they serve, the level of service they provide, and how they coordinate with emergency responders. Below are the main types of PSAPs and how they operate.

1.    Primary PSAP

• The first answering point for 911 calls.
• Calls are received directly from the public and are either handled at the same center or transferred to another agency (e.g., fire, EMS, or law enforcement).
• Example: A county sheriff’s communication center that answers 911 calls and dispatches deputies.

2.    Secondary PSAP 

• Receives transferred calls from primary PSAPs.
• They often provide more specialized services, such as fire or EMS dispatch.
• Example: A fire department dispatch center that receives calls from a city’s primary PSAP.

3.    Alternate PSAP

• Serves as backup or overflow center for primary PSAPs.
• Can be activated during high call volume periods, natural disasters, or technical failures.
• Example: A nearby 911 center that temporarily takes over emergency calls when a primary PSAP is evacuated due to flooding.

4.    Consolidated PSAP

• A single PSAP that serves multiple jurisdictions, such as multiple cities or counties.
• Helps reduce costs and improves efficiency by centralizing resources and personnel.
• Example: A regional 911 center that dispatches both police and fire across several counties.

5.    Virtual PSAP

• Technology-driven center where dispatchers can operate remotely rather than in a single, centralized facility.
• Useful for disaster recovery and flexible staffing solutions.
• Example: A cloud-based system where dispatchers in different locations work together as a unified team.

6.    Local PSAP 

• Typically run by municipal or county governments, it handles 911 calls for a specific geographic area.
• May dispatch all emergency services or just certain agencies (e.g., law enforcement only).
• Example: A city-run 911 center that only dispatches police, while fire and EMS are handled separately.

7.    Statewide PSAP

• Operates at the state level, often handling highway patrol, state police, or specialized emergency services.
• May serve as backup centers for smaller PSAPs during major incidents.
• Example: A state police PSAP that receives emergency calls for state highways.

PSAP Training 

Emergency dispatchers working in PSAPs receive specialized training to handle 911 calls effectively. For many, this means undergoing the Emergency Telecommunicator (ETC) course from the International Academies of Emergency Dispatch® (IAED™). This 40-hour course is an entry level program that provides fundamental skills in call handling, radio operations, Computer-Aided Dispatch (CAD) systems, and more. 
After receiving the basic ETC certification, many dispatchers go on to receive training in specific protocols used in the Priority Dispatch System. This can include training in the following 911 calltaking software solutions: 

• Medical Priority Dispatch System™ (MPDS®)
• Fire Priority Dispatch System™ (FPDS®)
• Police Priority Dispatch System™ (PPDS®)

Each system provides training for discipline-specific scenarios. They also include potentially life-saving instructions to give to callers while they wait for help to arrive on-scene.  

ACE Accreditation 

PSAPs can achieve Accredited Center of Excellence (ACE) status to show their commitment to the highest standards in emergency dispatch. This prestigious accreditation, awarded by the IAED, signifies that a PSAP consistently follows best practices in emergency dispatch and protocol compliance. 
Becoming an ACE-accredited center can increase public trust by showing the local community that every 911 call is handled with accuracy, efficiency, and professionalism.