Heroes Behind The Headsets

The San José Fire Department operates its own Fire Communications Center, which is staffed by highly experienced dispatchers who process all fire and medical calls in the City of San José. Our Fire Communications Division runs 24 hours a day, 365 days a year to serve our community and support field personnel. Whatever your emergency may be, our dispatchers are here to help!

Fire Communications Services:

• Answer Fire and Medical Calls: This includes emergency and non-emergency 9-1-1 calls.
• Obtain Information From Callers: Gather critical information from callers, advise callers on the proper course of action, and provide reassurance during stressful situations. 
• Provide Life-Saving Instructions: Our dispatchers are trained to provide life-saving instructions over the phone before responders arrive at the incident. This includes providing instructions on CPR, choking rescue, and childbirth. 
• Process Incident Data: Enter data into a computer-aided dispatch system, which helps organize and deliver critical information to responders. 
• Deploy Resources: Deploy responders to the incident location and provide them with up-to-date information on the emergency.
• Support Responding Units Throughout Incidents: Assist incident commanders with managing and tracking resources, mobilizing logistical needs, and ensuring personnel accountability and safety. 
• Operate Incident Dispatch Team: During major incidents, our certified fire dispatchers also operate an Incident Dispatch Team locally and through California's Fire and Rescue Mutual Aid System. They provide on-scene communications, resource accountability, and documentation support. 

Fire Communications Personnel (48.48):

• 2 Public Safety Communication Specialists 
• 30.48 Public Safety Radio Dispatchers
• 10 Senior Public Safety Dispatchers
• 3 Supervising Public Safety Dispatchers
• 1 Senior Office Specialist 
• 1 Analyst
• 1 Division Manager

Secondary Public-Safety Answering Point

In the City of San José, 9-1-1 calls are first answered by San José Police Communications.* The San José Police Communications call-taker will answer each call with, "San José Emergency. What are you reporting?" If your emergency requires fire or medical assistance, the call-taker will transfer you to a Fire Communications dispatcher. 

San José Fire Communications is the secondary public-safety answering point for fire and medical calls in the City of San José. Our dispatchers process all incoming calls for fire and medical incidents and dispatch emergency units from one of 34 fire stations. Emergencies requiring medical assistance are also relayed to the Santa Clara County Communications Center for an ambulance to be dispatched. 

*Calls that are made from the freeway or an unincorporated area will be answered by the California Highway Patrol or Santa Clara County Communications, respectively.

Zero-Response Time Technology

We use state-of-the-art technology to deliver high-quality customer service to our residents. These systems include: 

• Computer-Aided Dispatch System: The computer-aided dispatch system contains maps and addresses. It's used to recommend fire emergency units. During an incident, the computer-aided dispatch system triggers an audible notification at fire stations. These notifications state the details of the call to firefighters, send call details to the fire station printer, activate lights and bells, and even turns off the fire station stove. 
• Fire Priority Dispatch System: Provides pre-arrival and safety instructions for fire emergencies.
• Medical Priority Dispatch System: Provides pre-arrival and safety instructions for medical emergencies.