Northern911 provides proven Backup PSAP services that keep your community protected, even under pressure.
Every community needs a plan for when the unexpected happens. Whether caused by a technical failure, staffing shortage, cyber incident, or a surge of emergency calls, disruptions at a local PSAP can put lives at risk if calls go unanswered.
Northern911 provides proven Backup PSAP services that keep your community protected, even under pressure.
Our APCO-certified 9-1-1 Telecommunicators are equipped to serve as the designated backup for both Primary PSAPs and Secondary PSAPs.
- For Primary PSAP backup, we answer calls in accordance with NG9-1-1 standards, then downstream the calls to the appropriate dispatch agency via the ESInet whenever possible. If the Secondary PSAP is also unavailable or overloaded, Secondary PRRs apply and alternate routing procedures take effect.
- For Secondary PSAP backup, where the client’s dispatch is unavailable, we warm transfer calls to the agency’s designated contacts using alternate communication methods such as admin lines, cell phones, or out-of-band connections. Our Telecommunicators verbally relay the caller’s location, callback number, and key incident details — or, when available, provide additional information via RapidSOS UNITE.
To support situational awareness, Northern911 applies a triage model during outage or surge events to help prioritize life-safety calls. Every call is documented in our CAD system, and automated email notifications with time-stamped details are sent to the client’s designated contacts. This ensures dispatch centers remain informed and ready to act, even if they are temporarily unable to process calls on the 9-1-1 network.
With NG9-1-1 readiness, bilingual (English and French) coverage, and operations built with resilience and surge capacity to keep your community protected even under pressure, Northern911 delivers confidence that every 9-1-1 call will be answered, documented, and routed correctly, no matter the circumstances.
Why Communities Choose Northern911 for Backup PSAP
Flexible Coverage
Backup support for both Primary and Secondary PSAPs (Police and Fire).
NG9-1-1 Leadership
i3-compliant call handling with access to RapidSOS UNITE data.
Resilient Operations
Multi-layered surge capacity and redundant infrastructure designed for continuity.
Proven Experience
More than 20 years of trusted 9-1-1 operations, serving over 100 communities across Canada and the United States.
Clear Accountability
Structured triage, CAD documentation, and automated email notifications for transparency and review.
