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City of Rochester

Emergency Communications - 911

Director's Message

John Merklinger, E.C.D. DirectorWelcome to the Emergency Communications Department. As Director, I am so pleased to be affiliated with an award winning team of employees at the 911 Center. The 911 Center began operations in February, 1986 as a way to consolidate services in Monroe County. The Center has continued to grow and now serves 84 different public safety agencies. Last year, our 192 employees handled more than 1.2 million calls for service.

Our highly trained staff always strives to provide the best service possible to the public. Our employees are the most dedicated you will find anywhere, subjecting themselves to rigorous training standards. They take pride in the high expectations they set for each other. As you can see, the 911 Center is immensely successful and is a national model.

About the Emergency Communications Department

To the credit of the hard working staff of the 911 Center, we are certified by the Commission on Accreditation for Law Enforcement Agencies. The 911 Center is also accredited by the NYS Sheriff’s Association and the National Academy of Emergency Medical Dispatch.

In 1999, we received the Monroe Livingston Regional EMS Council's EMS Agency of the year for our work as the "First, First Responder" in EMS calls for service.  In 1998 we achieved National Academy of Emergency Medical Dispatch "Center Of Excellence" status for our successes with our  Emergency Medical Dispatch  and have maintained our status through reaccreditation every three years since then. In 2007 the center was recognized as the 911 Center of the Year by the Emergency-911 Institute in Washington D.C.

311 One Call to City Hall

The 311 non-emergency call center makes City services and employees as accessible as possible. Whether it’s refuse collection, leaf pickup, sidewalk snow plowing or summer job opportunities for youth, our live representatives are ready to assist 24-hours-a-day, seven days a week. If you have question about city services, call 311 (428-5990) from outside the city, or visit the 311 web page

To Contact 911 from outside Monroe County

If you need to contact 911 for an emergency and you are outside Monroe County please dial (585) 428-6666.

You can also find the Emergency Communications Department on our official Facebook page.

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