Worcester Emergency Communications Center – Worcester, MA

The Lifeline of Worcester Public Safety

911 Dispatch and Emergency Management

The Worcester Emergency Communications Center, operating under the Department of Emergency Communications and Emergency Management, serves as the critical nerve center for public safety in the City of Worcester. While the department’s modern headquarters and Regional Emergency Communications Center (RECC) are located at a dedicated facility on Coppage Drive, the department maintains a vital operational connection with the Worcester Police Department at Lincoln Square. This agency is responsible for answering all 911 emergency calls, processing non-emergency complaints, and dispatching the appropriate police, fire, or medical response units. It also serves as the Public Safety Answering Point (PSAP) for the neighboring town of Leicester.

• 911 Operations: Highly trained telecommunicators staff the center 24/7, utilizing advanced technology to pinpoint caller locations and provide pre-arrival instructions, such as CPR or first aid, during medical emergencies (EMD).
• Emergency Management: The department oversees the city’s preparedness for natural disasters, severe weather, and other major incidents. This includes managing the ALERTWorcester mass notification system and maintaining the Hazard Mitigation Plan.
• Accessibility Services: The center supports Text-to-911 and maintains a Disability Indicator Form program. Residents with disabilities can file this form to alert dispatchers of specific needs (such as mobility issues or deafness) automatically when a call originates from their address.

Security and Information

As a restricted public safety facility, the Emergency Communications Center is not open to the general public for walk-in visits like a standard city office. Access is strictly controlled to authorized personnel to ensure the integrity of emergency operations. However, the department provides administrative services online, including public records requests for 911 audio recordings. Residents are encouraged to use the Worcester 311 service for non-emergency municipal inquiries rather than tying up emergency lines.

Location and Transit

The administrative offices and police headquarters at Lincoln Square are situated at a major intersection in downtown Worcester. The location is heavily served by the WRTA bus system, making it accessible for those visiting the Police Department or nearby court facilities.