NYC EMERGENCY CALL CENTER

News

Since the 9/11/01 terrorist attacks, several deficiencies have surfaced in NYC’s emergency response system.

As part of a broad overhaul of the city’s communications network, the Department of Design and Construction is building a new 911 call center in the Bronx on a site adjacent to the Hutchinson River Parkway.

This Public Safety Answering Center will provide a robust facility for managing tragedies large and small.

Due to the stressful nature of the call-takers’ job, the designers did all they could to create as pleasant an environment within the center as possible. Part of this involved creating rest areas where staff can collect themselves and recoup. The most adventurous gesture, however, was to bring green walls into the lobby, the largest public space in the building.

NYC emergency calls are routed through the 911 system:

An operator answers, gets name, address, nature of call.

Medical calls are transferred to EMS operator.

After six rings, if no EMS operator answers, the NYPD operator tells the caller help is on the way. Call ends.

Information is sent via computer to EMS relay position, and entered into dispatch system.

An ambulance is assigned based on the seriousness of the medical situation. Life-threatening calls take priority.