Public Safety Dispatch

  1. Executive Summary
  2. Organization & Structure
  3. Services and Levels

Mission Statement

Provide support to the City’s public safety operations through a specialized communications network. Our collective goal is to provide superior service to the citizens, visitors, and internal customers of the City, increasing their safety by providing quick and accurate information. We pledge to carry out our duties with compassion, honesty, and integrity.

Executive Summary

The Public Safety Dispatch Office (PSD) is the first point of contact for emergency assistance in the City and is the vital link between the citizens and all Police, Fire and Emergency Medical Services (EMS). The PSD Office has a total of 35 full time employees with a fiscal year 2020 budget of $2,977,995. Operational hours are 24 hours a day, 7 days a week. Administrative hours are from 8 A.M. to 5 P.M., Monday through Friday.

The Public Safety Dispatch Office’s main responsibilities include:

  • processing calls on emergency and non-emergency call lines that includes voice and text;
  • managing critical situations;
  • gathering information quickly and accurately;
  • maintaining communication with field units; and
  • conducting quality assurance performance reviews on calls processed by staff.

Our goal is to provide excellent service to our citizens and Sugar Land’s Police, Fire and EMS personnel.  We work toward this objective by continuing to recruit and retain high quality individuals and providing them with comprehensive training.  We conduct random reviews of performance on call processing and provide feedback to employees to promote continuous improvement to reach the highest level of customer service.  Maintaining Public Safety Dispatch’s quality level of service is essential to ensure that the City of Sugar Land remains one of the Safest Cities in America.

Awards and Accolades

The Public Safety Dispatch Office has achieved the Total Response Accreditation award since 2014, recognizing our ongoing adherence to quality assurance standards and best practices regarding our use of Emergency Medical and Fire Service dispatch protocols.