Communications Services

Communications Services is the first contact for the public when emergency help is called for over the phone.

Our Communications Operators are the first on the line as Calltakers to ask 9-1-1 callers if they need ‘Police, Fire or Ambulance’ and are trained to get the most relevant information from people experiencing traumatic events.

Communications Operators also take calls on our non-emergency 416-808-2222 line, triaging who is needed, whether it be fielding a complaint about an illegally parked car or directing someone trying to report a break-and-enter.

They also work as Dispatchers, deploying officers to high-priority calls and filtering the relevant information that officers need to know as they respond to an emergency situation.

They are the steady voices that the city relies on for help.

Communications is also responsible for training new members. Communications Operators receive 32 weeks of training, from the classroom to on-the-job training alongisde an experienced member.

The unit also oversees two other sections:

• PRIME (Primary Report Intake Management and Entry): is a centralized call centre that provides a telephone and online response to non-emergency calls for service. PRIME is anticipated to field approximately half of all the calls for service received by the Service every day, where police officers take non-emergency reports on crimes.
• Alarms Program: Oversees the response of police to residential and commercial alarm systems and works with the alarm system providers. Learn more in the Understanding Alarm Response page.

What is like being a Communications Operator?