The Amarillo Emergency Communications Center (AECC) is the Public Safety Answering Point (PSAP) for Amarillo, handling all 9-1-1 calls originating within the city. AECC provides a unified communications center for all dispatch functions, including police, fire, emergency medical services, and animal management and welfare.
- CONTACT INFORMATION
-
For Emergencies:
Dial 9-1-1 -
For Non-Emergencies:
806-378-3038
Join our team! We Change Lives!
- We are the first of the first responders.
- We treat every person with empathy and respect.
- We act as a crucial connection between responders and those in need.
Emergency Communications Center Administration Contact Information
Contacts for questions, application information, events, and tour/observation request.
Robin Malatesta
Training Coordinator
806-378-9035
Emergency Communications FAQs
Child CALLERS
Can a child dial 9-1-1?
9-1-1 is for anyone who needs help. Teach your children how to dial 9-1-1, including how to make the call using a cell phone. Make sure your child knows your contact information.
Can I use it to teach my child how to call 9-1-1 on an old phone?
Even without service, an old cell phone can still call 9-1-1. Make sure either the battery is removed, or the phone is not charged before letting a child practice with it.
Accidental Dialers
If I call 9-1-1 and then change my mind, what should I do?
- Stay on the line to inform the call taker a response is not needed.
- This will prevent an unnecessary use of first responder resources.
What will happen if I call 9-1-1 and then hang up?
- If you do hang up, call back on the non-emergency line, and explain the error to the call taker.
- If you don’t immediately call back on the non-emergency line, the call taker will call you back to find out if you need help.
Prioritization of Calls
How are 9-1-1 calls prioritized?
High-priority 9-1-1 calls involve immediate threats, while low-priority calls lack an immediate threat. All calls are dispatched as responders are available. Ultimately, the agencies we dispatch for — Amarillo Police Department, Emergency Medical Services, Amarillo Fire Department, and Animal Management & Welfare — set the priority parameters.
I called 9-1-1 and nothing happened. Was my call disregarded?
Calls are never disregarded. Depending on the response and interaction, information or outcome about the call cannot always be released to the caller.
Why was there a delay in my 9-1-1 call getting answered?
High call volume or ongoing serious incidents may cause delays in answering calls. It’s essential to stay on the line and wait for your call to be answered.
Helpful Tips
What do I need to know when I call 9-1-1?
First, we will ask where the incident is happening. Then, we will ask for your phone number in case we get disconnected, and then the details of the emergency.
What other questions will I be asked when I call 9-1-1?
We will ask questions specific to your call. This may include descriptions of people, places, vehicles, and the location of anyone involved.
Stay calm and try to remember as many details as possible. Answer the questions the best you can and stay on the line until directed otherwise.
What if I’m too excited/nervous to answer the questions or don’t know all of the answers when I call 9-1-1?
Answer the questions as calmly and accurately as possible, staying on the line until directed otherwise. If you don’t know all the answers, provide the information to the best of your ability.
Why do the people on the phone ask so many questions when you call 9-1-1?
Call takers ask questions to determine the appropriate response. They initiate immediate communication with the response team(s) and continue to ask questions throughout the call, sending information in real time as they gather more details.
Do the questions the 9-1-1 call taker asks slow down the emergency responders?
No. Emergency calls are dispatched while the questions are still being asked.
If I call 9-1-1 on my cell phone, who will it reach?
It will reach the nearest 9-1-1 center.
Texting
Can I text 9-1-1?
Yes! You can text to 9-1-1 just like you would text any other number. It’s important that you include your location, your phone number, and the nature of the emergency in your initial text.
When should I text to 9-1-1?
Text 9-1-1 especially when making a voice call would put you in danger.
If you are unable to speak or hear, text the important information and location.
Call if you can, text if you can’t.
Accessibility and Language Support
Can 9-1-1 communicate with non-English speaking callers?
Yes! 9-1-1 has access to language interpreters to assist.
Can 9-1-1 communicate with hearing-impaired callers?
Yes! 9-1-1 can communicate through TDD/TTY accessibility as well as text to 9-1-1. Check with your local emergency services about registering your TTY.
Can 9-1-1 communicate with speech-impaired callers?
Yes! Reach 9-1-1 using TDD/TTY accessibility or by texting to 9-1-1.
Location Unknown
What if I need help but don’t know where I am when I call 9-1-1?
Call 9-1-1, then:
- Look around you. Describe the buildings, mile markers, exit numbers.
- If inside a building and it’s safe to do so, go outside and look for the address on the front of the house or mailbox.
- Look for the street signs at the end of the block.
- If you can’t go outside, look around for mail or magazines that might have the address on it.
- Tell us the last fixed location (landmark/building) you remember seeing and about how far away from it you are.
Non-Emergency Information
Can I call 9-1-1 for a non-emergency situation?
We have limited 9-1-1 lines, so we want to keep them available for emergencies.
Call the non-emergency line at 806-378-3038.
If you have a general question for the City of Amarillo, call 806-378-3000.
How do I contact the police or fire department if it is not an emergency?
Call the non-emergency line at 806-378-3038.
Why are non-emergency calls put on hold sometimes?
Call takers are capable of handling many calls concurrently, prioritizing them as they go. Higher priority (life or death) calls must be completed first as they have a more immediate need for emergency services.
For non-emergencies, call 806-378-3038.