9-1-1 Communications

The City of Jacksonville's 9-1-1 Communications Center answers emergency and non-emergency calls for service 24 hours a day, 365 days a year. The professional staff is dedicated to providing quality emergency dispatch assistance to our Citizens and the first responders that we serve.

The center provides dispatching and centralized communications for the Jacksonville Police Department and Jacksonville Fire and Emergency Services, serving up to 100,000 motorists per day on more than 170 miles of roadway.

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The 9-1-1 Center employs a highly trained staff using the latest in technology to maintain a high commitment to public safety. The voice on the other side of the 9-1-1 call for help is one of our 15 experienced professional emergency telecommunicators.

Contact Information

Emergencies: 9-1-1
Non-emergencies: 910 455-4000 I Email Supervisor Kristy Smith I Email Supervisor Jeff McCallister
Recruitment and Training: 910 938-6515 I Email
Communications Fax: 910 455-4140
Records Fax: 910 938-6937

We strive to provide the most proficient and professional customer service possible. We want to hear from Citizens and responders with praises or concerns. Please contact us using the non-emergency phone number, 910-455-4000 or Email the police department.

Citizen Survey

Help us serve you better! The Jacksonville 911 Center is conducting a customer satisfaction survey. We will be utilizing the answers to better assist our citizens in providing more efficient and effective 911 services.  Thank you.  Jacksonville 9-1-1 Citizen Survey


During 2016, the City of Jacksonville 9-1-1 Communications Center answered 117,882 calls for service. Of these calls, 35,740 were through 9-1-1; 31,274 were initiated by first responders (self-initiated); and 50,386 were administrative. Each of our current 15 telecommunicators has an average of 8 years of professional experience, with a total of 117 years of experience across the division.

Public Education & Outreach

Are you a school educator needing 9-1-1 educational literature? Is there an upcoming event in the community where you could help promote 9-1-1 education? The Jacksonville Department of Public Safety offers a variety of outreach programs to seniors, community groups, ELS, adult service organizations and children.

School Group Presentations: Day Care Centers and K-2nd grade
Community Presentations: Senior and Community Centers, Seminars and Workshops, Community Organizations, Local Business Public Safety Days, Civic or Service Organizations, Church Groups

Our presentations aim to ensure that everyone in Jacksonville knows exactly how to call 9-1-1, what they need to know when they call, and what to expect when they call. To schedule a program for your group, please contact the Community Services Sergeant, Dale Silance at 910-938-6406 or dsilance@jacksonvillenc.gov.

Know Someone With Special Needs?

Would you like to notify the Department of Public Safety of someone with special needs within Jacksonville, NC? The information you provide could be important to first responders during an emergency involving a person with special needs. Click here to fill out and submit the Special Needs Notification Form. If you would prefer to download and print the form, click here.

Please send any questions, concerns, or printed forms to Telecommunications Supervisors Kristy Smith or Jeff McCallister.

Our Mission

It is the mission of the Jacksonville Department of Public Safety 9-1-1 Communications Center to make an active difference in our community by providing high quality, professional, and effective emergency communications to ensure the safety of Citizens and first responders. We will support all Public Safety agencies with superior emergency communication services through cooperation, continued education, and our commitment to excellence.

Join Our Team

Interested in becoming a City of Jacksonville Telecommunicator? Contact City of Jacksonville Human Resources at 910 938-5025 or visit JacksonvilleNC.gov/Jobs for current employment opportunities.

9-1-1 Telecommunication is a demanding, yet truly rewarding profession. Telecommunicators work 12-hour rotating shifts. The work is high stressed and fast paced. One needs a high level of multi-tasking skills, acute communication skills, active listening abilities, and a great customer service attitude. The information gathered by a telecommunicator is the essential data that an officer or firefighter needs to ensure proper call response.

All new employees complete an in-house training program and receives 6 to 9 months of hands-on training. It is an agency goal for all new telecommunicators to receive Public Safety Telecommunicator Certification through the Association of Public Safety Communications Officials (APCO) program.


The Jacksonville Department of Public Safety 9-1-1 Communications Center is working towards achieving national recognition through the Commission of Accredited Law Enforcement Associations. The accreditation process provides a mechanism to measure the 9-1-1 Center and its performance. The agency will undergo an on-site assessment by CALEA in July of 2017.

When this goal is reached, the 9-1-1 Center will join the Jacksonville Police and Jacksonville Fire and Emergency Services Departments in holding international accreditation status. It is the goal of the 9-1-1 Center to provide the best service to the citizens and responders we serve in Jacksonville.

Commission of Accredited Law Enforcement Associations (CALEA)
The Jacksonville Department of Public Safety's 9-1-1 Center is seeking CALEA accreditation. The purpose of the accreditation program is to promote superior public safety communications services and to recognize professional excellence. This is accomplished by standards derived from the best practices of professional public safety communications agencies, and then implementing a process that verifies that the standards are met.