The Public Safety Communications Center (PSCC)
In July 2001, the District of Columbia inaugurated the Public Safety Communications Center (PSCC) to improve 911 service for District residents, workers and visitors. Located on McMillan Drive, NW, the PSCC combines state-of-the-art technology with a modern facility that enhances agency coordination and improves employee productivity. For the first time, police and fire/emergency medical services communications personnel are located in the same facility to more efficiently answer and dispatch calls for service.
The Public Safety Communications Center includes a number of key technological and infrastructure improvements designed to enhance service and improve employee productivity:
- State-of-the-art telephone system. Police and Fire/EMS now operate on the same state-of-the-art telephone system. That system includes a new automated call distributor, a critical component that accepts the calls, directs them to the appropriate call-taker, and captures critical information about the call. Shortcomings in the old ACD system were a major source of problems with prior 911 service.
- Improved service for the deaf and hard of hearing. The new emergency system instantly recognizes TDD/TTY calls from citizens who are deaf or hard of hearing. The system provides the call-taker with customized, pre-programmed phrases that enable call-takers to speak directly to the TDD/TTY devices in a syntax the devices recognize. This will dramatically improve emergency communications with members of the District’s deaf and hard-of-hearing community.
- Unified computer-aided dispatch system. Both police and fire/EMS are using the same computer-aided dispatch system, which keeps track of where units have been dispatched and assists dispatchers in managing field resources. The new CAD system includes a sophisticated mapping component that displays real-time information in an easy-to-use visual format.
- Radio system support. Radio consoles support both the police and fire/EMS radio systems.
- Enhanced call recording. The new system records all calls and allows personnel to instantly replay the last 20 minutes of traffic directly at their station.
- Co-location of police and fire/EMS functions. The new facility brings together for the first time all communications personnel in the Police and Fire/EMS departments. Co-locations enhances coordination during critical incidents as well as during the management of everyday call volumes.
- Specially designed furniture. The PSCC represents the first US installation of ergonomic furniture specially designed for emergency call-taking and dispatch personnel. For example, work surfaces easily raise and lower to support employees who may wish to stand or sit during various times of their tour of duty.
- Enhanced productivity features. The PSCC includes a variety of amenities designed to reduce stress and improve productivity among emergency communications employees. In addition to specially designed lighting and acoustics, the center includes a workout facility, an extensive kitchen and break rooms, and a “quiet room” to which employees can retire following a particularly difficult or stressful call.
- Strict security. Special security procedures have been implemented to make the facility resistant to attack or threat, both physical and technological.
The PSCC now serves as the secondary site for the Office of Unified Communications, the main site for the agency's Radio Shop.
In 2020, the PSCC began undergoing a multi-phased modernization project that was completed in 2025. The project stabilized the PSCC's power infrastructure, overhauled the building infrastructure, and expanded the spatial layout to support evolving agency needs. The facility provides enhanced operational capacity, workforce flexibility, and technological infrastructure aligned with the evolving demands of emergency communications. Redundancy in public safety communications is critical for maintaining reliability in emergency communications and helping maintain public safety.
Formation of the Office of Unified Communications (OUC)
On October 1, 2004, management of the PSCC changed from a joint operation of the Metropolitan Police Department (MPD) and Fire and Emergency Medical Services (FEMS) departments to the Office of Unified Communications (OUC). The agency's responsibilities include all 911 and 311 call-taking, as well as police, fire, and medical dispatch. These operations were conducted at the PSCC until September 2006, when construction on the new facility on the east campus of Saint Elizabeth's Hospital was completed.
Opening of the Unified Communications Center (UCC)
The Unified Communications Center (UCC) began operating in September 2006.
The new state-of-the-art Unified Communications Center includes 911 and 311 services. The PSCC remains the primary backup facility for emergency and non-emergency communications in DC.
Both the MPDC and the Fire/EMS Department are maintaining on-site liaison units to OUC. However, the transfer of management responsibility to the OUC reduces the number of sworn police officers working in emergency communications, thus making more officers available for neighborhood patrols and other operational assignments.
- Learn more about the Unified Communications Center (UCC)