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Centralized 911 dispatch: Springfield says center answered 400,000+ calls and seeks steady grant support
Summary
Emergency Communications leaders said the Springfield 911 answering point handled more than 400,000 calls last year, is the state's second-busiest PSAP and relies on a federal/state development grant that offsets a portion of operating costs.
Officials at Springfield’s Emergency Communications Division told the budget hearing the consolidated 911 center answered "over 400,000 calls for service" last year and that the center is the second-busiest public-safety answering point (PSAP) in Massachusetts. The center is staffed by 55 full-time employees, including 45 dispatchers and four operations supervisors.
Deputy and command staff said the FY26 budget maintains funding for contracted software suites and backup systems and funds training, contractually required uniform costs and community outreach and recruiting. The center also requested a fifth operations supervisor to provide round-the-clock supervision.
Why it matters: The center’s budget is partially offset by a state 911 development grant funded from the 911 trust fund (phone company fees). City CFO Kathy Bunnell and the center’s command staff explained the administration is tracking grant funding closely because broader federal- and state-level fiscal uncertainty could change the amount available. "The good thing about that grant is it's paid for through the 911 trust fund, which comes from the phone companies and the tax on phone service," a finance official said.
Command staff highlighted recruiting needs and an academy pipeline: the center reported an upcoming academy of seven trainees and potential turnover as dispatchers move to other public-safety roles. Officials told the hearing they will run additional mini-academies in July and aim to over-hire to offset attrition. Councilors and the administration agreed the center’s operations are critical to response times and public safety and that the administration will have to identify alternate municipal funding if state or federal grants are reduced.
There were no votes or formal changes; leaders said they will continue to seek state grant reimbursement and report updates to the administration and City Council as the budget process continues.
