Emergency Communications Center

The Naperville Emergency Communications Center (ECC) answers and processes 9-1-1 and non-emergency calls from the public and dispatches the appropriate first responders for the Naperville Police Department, Naperville Park District Police Department, and Naperville Fire Department. The ECC operates 24/7 and is staffed by a team of highly trained telecommunicators serving as the first point of contact in an emergency.

Each year, the ECC processes over 60,000 9-1-1 calls and more than 75,000 non-emergency calls. Telecommunicators dispatch police to approximately 70,000 calls for service and the fire department to over 18,000 fire or EMS incidents annually. Using Next Generation 9-1-1 (NG911) call processing equipment, a digital trunked radio system, and a Computer-Aided Dispatch (CAD) system, telecommunicators are able to quickly identify the location of an incident, assess the nature of the situation, determine the appropriate units to dispatch, communicate with on-scene units, and closely monitor the status of the incident in real time.

New telecommunicators receive a minimum of 26 weeks of initial training from certified Communications Training Officers. All telecommunicators are also certified in Emergency Medical Dispatch (EMD), enabling them to provide pre-arrival medical instructions when needed. Continuing education, external training, and conference opportunities are provided throughout the year to ensure staff are prepared to respond effectively to emergencies and evolving technological advancements.

Telecommunicators are trained to gather essential information quickly and accurately while providing life-saving pre-arrival instructions to callers when needed. They serve as the vital link between the public and first responders, ensuring that police officers, firefighters, and paramedics have the information and support they need to respond effectively and safely.

The ECC is committed to supporting the Naperville Police Department’s mission to provide extraordinary service to the community while protecting life and property by delivering professional, compassionate, and efficient emergency communications services to the residents, businesses, and visitors of Naperville.

Emergency Communications Leadership