What Happens Inside an Airport Communications Center?

By Special Guest Writer

Jessica Ursuy, RPL, CMCP, ED-Q

Technical Manager, Portland International Airport Communications Center (OR) 

A lot. Honestly, probably more than most people would expect.

At the Port of Portland’s International Airport Communications Center (Portland, OR), we are a mix of emergency telecommunicators, maintenance dispatchers, and customer care representatives all working together in one place. While there are similarities to a traditional 9-1-1 center, the airport environment is its own world, and it comes with its own pace, priorities, and challenges.

I’m going to focus specifically on the emergency communications group within our center and the role they play in keeping the airport running safely.

We are what is called a secondary Public Safety Answering Point, or PSAP. That means we do not receive 9-1-1 calls directly from the public. When someone at the airport dials 9-1-1, the call goes first to our primary PSAP, the Bureau of Emergency Communications, and then gets transferred to us if it involves airport property. However, we do have dedicated ten-digit emergency and non-emergency lines that connect directly to our center, which are used by airport staff and partners. From there, we dispatch our own on-site police and fire departments.

To put the scale of the airport into perspective, if it were considered a city, it would rank as the 14th largest in Oregon. On an average day, about 47,926 people are moving through the airport, including employees and travelers. Over the course of a year, that number climbs to more than 17.5 million. That constant flow of people creates a steady demand for coordination, communication, and quick decision-making behind the scenes.

Our team reflects that complexity. We have employees with less than a year of experience working alongside others who have been here for more than 20 years. That mix brings both fresh perspective and deep institutional knowledge, which is critical in an environment where no two days look the same.

Our emergency telecommunicators go through an intensive training process that lasts about six months. During that time, they learn not only how to handle police, fire, and medical calls, but also how to navigate the unique layout and operations of the airport itself. Every telecommunicator is certified through the Oregon Department of Public Safety Standards and Training, and all hold certifications in Emergency Medical Dispatch and Emergency Fire Dispatch through the International Academies of Emergency Dispatch. In addition, about 60 percent of our staff are certified Communications Training Officers through the National Emergency Number Association, meaning they help train and mentor new recruits as they come in.

We are a relatively small team, with 12 telecommunicators supported by three in leadership, with a minimum staffing level of two dispatchers on duty at all times. Even with that small footprint, the scope of what we cover is wide. In addition to traditional emergency communications, our telecommunicators monitor the airport’s access control system to ensure security compliance, keep a close eye on fire alarm systems, and regularly review CCTV footage. We also handle after-hours calls for lost and found, as well as maintenance requests, which can range from something minor to issues that need immediate attention.

In 2025 alone, our center handled 26,492 calls for service for police, fire, and medical. That number only tells part of the story, though. What it does not show is the variety behind those calls.

On any given day, our telecommunicators might be coordinating a medical response for an inbound aircraft, where paramedics need to be staged and ready the moment the plane reaches the gate. They might be dispatching police to investigate a potential security breach or sending officers or operations staff to check out an unattended bag. Sometimes the calls are routine, and sometimes they are anything but.

And then there are the moments you cannot really plan for. Every now and then, something unexpected comes across the line, like helping coordinate care for an animal left behind by a passenger. Those situations are rare, but they stick with you and remind you just how unpredictable this environment can be.

Despite all that variety, there is one thing that always takes priority: the crash phone.

The crash phone is a dedicated line that alerts us to aircraft emergencies. That can mean anything from a medical issue on board to a full-scale aviation incident. When that phone rings, everything else stops. Everyone answers immediately, and the entire room shifts focus. Calls are held, radios are cleared, and all attention goes toward gathering information and coordinating a response as quickly and accurately as possible.

Those moments are where training, experience, and teamwork all come together. Everyone in the room knows their role, and there is no hesitation in stepping into it.

At the end of the day, we do handle many of the same types of calls you would see at a primary PSAP. The difference is in the frequency, the setting, and the added layers that come with working in a secure, highly regulated environment like an airport.

It is fast-paced, sometimes unpredictable, and occasionally a little unusual. But it is also a place where strong communication, attention to detail, and teamwork make a real difference every single day.

About the Author:

Jessica “Jessie” Ursuy, RPL, CMCP, ED-Q, began her public-safety telecommunications career in 2014 with Billings 9-1-1 in Montana. After several years with Billings 9-1-1, she transitioned to a municipal police department in Powell, Wyoming, before relocating to Portland, Oregon. A National Emergency Number Association (NENA) Certified Center Manager (CMCP) and ED-Q for eight years, Jessie also serves as an active EMD Mentor Instructor for the International Academies of Emergency Dispatch (IAED). Most recently, she achieved the Registered Public Safety Leader (RPL) designation with the Association of Public-Safety Communications Officials (APCO). To unwind from the high-stakes world of dispatch, Jessie enjoys true crime documentaries, a good spicy novel, and spending time with their four-year-old daughter.