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About Us

North Shore Regional 9-1-1 Center is a Public Safety Answering Point operated by the State 911 Department.

Who We Are

North Shore Regional 911 Center (also known as the North Shore 911 Wireless Center and the North Shore Regional Emergency Communications Center, or NSR911) is located in Middleton, Massachusetts. North Shore Regional 911 Center is a dual Public Safety Answering Point (PSAP, or operation that answers and directs 9-1-1 calls and requests for emergency assistance).  The center is a component of the State 911 Department and was formed as a collaborative effort with the communities it serves.

​Wireless PSAP

As a wireless PSAP, we answer and direct approximately 500,000 wireless 9-1-1 calls for a population of about 1.8 million residents originating in Essex County, most of Middlesex County, and parts of Suffolk County up to Boston.

Regional Emergency Communications Center PSAP

On the regional side, we answer and fully process 9-1-1 calls for emergency assistance for five communities (Amesbury, Essex, Middleton, Topsfield, and Wenham Massachusetts). This includes radio dispatching units for police, fire, and EMS (emergency medical services) for these communities.  We also receive, direct, and otherwise process related nonemergency calls for these communities.

Our Mission

The mission of the North Shore Regional 911 Center is to serve as a communications link between our member communities and their public safety agencies. North Shore Regional 911 Center seeks to be a leader in the Commonwealth and provide superior service to the highest standards to protect life, property, and the environment.

​Our Vision

Our vision is to maintain a center of excellence while exceeding national standards and best practices by providing high-tech, up-to-date services when processing and dispatching 9-1-1 and non-emergency calls in a prompt, efficient, and professional manner. 

Our Values

  • Serving

  • Supporting

  • Innovating

  • Professionalism

  • Integrity

  • Teamwork

Our Employees

Members of administration and operations are staffed at North Shore Regional 911. Our administration is staffed by director, deputy director, and operations manager. Operations consist of Telecommunicators and Supervisors. All employees are extensively qualified, meeting and exceeding the standards set by APCO and Massachusetts State 911 Department.

NSR911 Staff is required to undergo certification, as well as continuing education training. Newly hired personnel are required by the Massachusetts State 911 Department to complete 88 hours of certification training, including:

  • Public Safety Telecommunicator Course (PST1)

  • Emergency Medical Dispatch (EMD)

  • Cardiopulmonary Resuscitation (CPR)

  • Emergency call answering software (NG 9-1-1)

​In addition to the certification requirements, new Telecommunicators must also complete an NSR911 specific training program. This program includes 56 hours of classroom courses focusing on Computer-Aided Dispatch software, local geography, ethics, and incident command system (ICS) training. Wireless Telecommunicators are required to complete 80 hours of on-the-job training on wireless call taking. Regional Dispatchers must also complete the 80 hours of wireless call taking, as well as another three to four months of emergency dispatch on-the-job training. This includes more in-depth CAD usage, as well as radio and dispatch protocol, policy, and procedure as they relate to the member communities. Each Regional TC performs ride-alongs with member police and fire departments to learn each community.

Additional NSR911 trainings and certifications include:

  • Criminal Justice Information Systems (CJIS) Training

  • APCO Fire Service Communications

  • Commonwealth of Massachusetts – Ethics Training

  • Seabrook, NH – Nuclear Power Plant Emergency Planning Zone Training

  • National Center for Missing and Exploited Children

  • National Grid Gas and Electric Training

  • Telematics Services Training (Onstar, Lojack, etc.)

  • RapidSOS

Our Telecommunicators also volunteer to serve in additional capacities for organizations beyond NSR911, such as Critical Incident Stress Management (CISM).

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