• Behind every emergency response is a calm, skilled professional guiding the way

The Detroit Police Department (DPD) and Detroit Fire Department (DFD) are proud to recognize the dedicated men and women who serve as the first point of contact in emergencies during National Telecommunicators Week. These highly trained professionals work around the clock, 365 days a year, to ensure Detroit residents receive rapid, coordinated, and life-saving assistance when they need it most.

DPD’s 911 call takers serve as the critical first link in the emergency response chain, gathering vital information and routing calls to the appropriate agencies. When fire or emergency medical services are required, that information is seamlessly transferred to DFD’s Communications Division, where dispatchers coordinate the response and deploy the closest, most appropriate resources.

"Detroit's telecommunicators are the heartbeat of our emergency response system," said Mayor Mary Sheffield. "Every day, without recognition or fanfare, they answer the call, literally, and their skill, composure, and dedication save lives in this city. I am proud to honor them during National Telecommunicators Week and grateful for everything they do to keep Detroit safe."

The DFD Communications Division hard at work ensuring appropriate resources are sent to calls requiring Fire and EMS service. 

In 2025, DFD’s Communications Division dispatched 239,000 total runs, including 168,258 EMS runs and 70,742 fire service calls, reflecting the immense scale and impact of their work. DPD handled 323,898 calls for service in the same period.

Detroit Police Chief Todd Bettison praised the City’s 911 professionals for their unwavering dedication. “Detroit’s 911 call takers are among the best in the country,” said Bettison. “Their commitment to excellence, their ability to remain composed under pressure, and their dedication to serving our community are what make Detroit safer every single day.”

Commander Sonia Russell, who oversees the DPD 911 call center, highlighted the strength of collaboration between departments. “Public safety is a team effort, and when DPD and DFD work together, there is nothing we cannot accomplish,” Russell said. “Our telecommunicators are the backbone of that teamwork, ensuring every call is handled with urgency, care, and professionalism.”

“Every second counts in an emergency, and our Communications Division ensures those seconds are used wisely,” said Executive Fire Commissioner Chuck Simms. “The work they do is among the most important in our department. They are the link between someone in crisis and the help they urgently need. Because of their precision, professionalism, and commitment, Detroit is now able to report Code 1 medical response times of 7 minutes and 30 seconds—well below the national standard.”  

The DPD and DFD teams working behind the scenes are the first step in the world-class service delivered by crews in the field. Though their work often goes unnoticed, it is an essential to keep Detroiters safe.                   

Chief Shawn Pittman, who leads DFD’s Communications Division, emphasized the human element behind the headset. “Our dispatchers are more than just voices on the radio—they are a steady presence in moments of chaos,” Pittman said. “They provide calm, clear direction to the hard-working men and women of the Detroit Fire Operations and Emergency Medical Services Divisions to ensure they have the proper information and resources needed to respond effectively and efficiently.”

National Telecommunicators Week serves as a reminder that while these professionals may not be seen on the front lines, their impact is felt in every emergency response. From the first call for help to the arrival of police officers, firefighters, and EMS personnel, Detroit’s telecommunicators play a vital role in saving lives and protecting the community.