Emergency communications manager Andrew Hamilton gives a tour to students
Emergency Communications staff at a table at an outreach event

Mission Statement

To provide accurate, timely and professional care and support to our community and responders.

The Emergency Communications Division provides the critical link between Emergency Management, Escambia County EMS, Escambia County Fire Rescue, law enforcement services and the citizens who call for emergency assistance. The 911 Emergency Communications Center processes over 200,000 emergency telephone calls annually, and dispatches over 69,000 medical calls and 13,000 fire calls annually. ECC dispatchers are certified by the state of Florida, the National Academy of Emergency Medical Dispatch and the National Academy of Emergency Fire Dispatch. They provide lifesaving pre-arrival instructions to 911 callers and coordinate multi-agency response to emergency calls. 

FY 2017-2018 Accomplishments

  • Emergency and non-emergency telephone call volume:
    • Answered and processed a total of 384,420 calls: 194,157 emergency calls and 190,185 non-emergency calls
  • Dispatched calls for service:
    • EMS - 70,260
    • Fire - 13,335  
  • ECC Call Takers:
    • Instructed callers through providing Cardiopulmonary Resuscitation, or CPR, 493 times for confirmed cardiac arrests.
    • Guided callers through Heimlich maneuver instructions 102 times.
    • Processed and coordinated 2,757 motor vehicle accidents.
    • Processed and coordinated 555 structure fire responses.
    • Provided childbirth instructions that resulted in the successful delivery of two newborns.
  • Training:
    • Dispatchers completed over 1,100 hours of continuing dispatch education.
    • Four personnel completed Emergency Medical Dispatch and Emergency Fire Dispatch certification renewal.
    • Three new personnel achieved Department of Health 911 Telecommunicator certification.
  • Miscellaneous:
    • Set framework for local Telecommunicator Emergency Response Taskforce team.
    • Conducted security assessments and enhancements of critical communications infrastructure.
    • Completed mass casualty and active shooter training.
    • Supported several large events including: Pensacola Beach Blue Angels Airshow and Mardi Gras parade. 
    • Attended cybersecurity training.


Emergency calls processed


Hours of continuing dispatch education completed


Callers instructed in CPR for confirmed cardiac arrests