Worcester Emergency Communications Department – Worcester, MA

About the Emergency Communications Department

The Worcester Emergency Communications Department operates the city’s critical public safety infrastructure from the Regional Emergency Communication and Emergency Operations Center. Located at 2 Coppage Drive, this secure facility functions as the primary Public Safety Answering Point (PSAP) for the City of Worcester and the Town of Leicester. The department is responsible for receiving and processing all 911 emergency calls, as well as non-emergency requests for assistance, ensuring that police, fire, and medical responders are dispatched promptly and efficiently.

Emergency Operations and Dispatch

The center is staffed 24 hours a day, 7 days a week by certified telecommunicators. It utilizes advanced computer-aided dispatch (CAD) systems and radio technology to coordinate emergency responses. The facility is designed with multiple system redundancies to maintain operations during severe weather or power outages. Key functions include:

• 911 Dispatch: Immediate processing of life-threatening emergencies for police, fire, and EMS.
• Radio Communications: Management of the city’s emergency radio network for first responders.
• Emergency Management: The division coordinates the city’s disaster preparedness, mitigation, and recovery efforts, serving as the command post during major incidents.

Public Records and Accessibility

The department maintains audio recordings of 911 and non-emergency calls. Citizens can request copies of these recordings through the city’s online public records portal, subject to privacy laws. Additionally, the department processes 911 Disability Indicator Forms, allowing residents with disabilities to voluntarily provide information that aids dispatchers and responders during an emergency at their address.

Facility Access and Security

As a critical infrastructure site, the facility has strict security protocols. It is not open to the public for walk-in services without a prior appointment. Visitors allowed entry must undergo security screening and present valid identification. The building houses administrative offices and the 911 training facility, but operational floors are restricted.