Heartland was created in 1987 through a joint exercise of powers by the cities and fire protection districts that were at the time in San Diego County Fire Mutual Aid Zone 4.

Setting the Standard in Fire / EMS Dispatching

The goal of Heartland Communications Facility Authority (Heartland) is to provide its customers with the highest quality of public safety communications services. Heartland takes great pride in being a "value added vendor" of public safety services. Heartland customers receive more than basic dispatching services. Their constituents receive emergency medical dispatch (EMD) services – "first aid like" instructions provided using the "national standard" of EMD protocols; their fire departments have the ability to access a Fire Records Management Computer System that can help to manage the day-to-day operations of the department, which can include the automated alerting of fire stations for incoming calls for service; and they benefit from the close coordination with, and cooperation of the other fire departments served by this regional communications facility.

Agency Background

Over the past 25 years, Heartland member agencies have grown to include the:

  • Alpine Fire Protection District

  • Bonita-Sunnyside Fire Protection District

  • City of El Cajon Fire Department

  • City of La Mesa Fire Department

  • City of Lemon Grove Fire Department.

  • City of Santee Fire Department

  • Lakeside Fire Protection District

  • San Miguel Fire Protection District

  • Viejas Fire Department

Heartland also provides services, through contractual agreements, to the following agencies:

  • Barona Fire Protection District

  • Sycuan Fire Department

Continuous Improvement:

Striving for excellence through ongoing training, self-assessment, a commitment to innovation, and always seeking to enhance our service to the community.

Cutting-Edge Technology:

Utilizing state-of-the-art technology to efficiently route calls, integrate GIS data, and provide real-time support to our first responders.

Community Partnership: 

Collaborating closely with our local Public Safety partners in our Zone and Region to ensure seamless, coordinated emergency response and supporting our shared commitment to public safety.

Vision

Our Vision is to the be the leading force behind the evolution of emergency response by setting the standards of excellence and innovation in Fire and EMS dispatching services.

Mission

Our Mission is to serve as the vital link between our communities and first responders, ensuring prompt and compassionate delivery of Fire and EMS services during emergencies.

By living our mission, we aim to make our communities safer, healthier, and more resilient by ensuring that help is always just a phone call away when it matters most.

Pursuit of Excellence:

Employing highly trained and skilled 9-1-1 Professionals who remain calm under pressure, deliver critical information to first responders, and have the ability to guide callers through life-saving procedures.  Our pursuit of excellence includes a requirement for the traits of Honesty, Integrity, and Accountability for all of our 9-1-1 Professionals.  

Prompt Response:

Answering every request with urgency, accuracy, and professionalism 24/7 to save lives, protect property, and provide essential assistance. 

Empathy and Compassion:

Treating every individual with compassion and understanding, recognizing that each interaction is a unique and often highly stressful moment for those in need.

Core Values

COMMUNICATIONS FACILITY

Computer Aided Dispatch System

Heartland Communications is centrally located in El Cajon, CA. TriTech Systems Computer Aided Dispatch (CAD) software is used for dispatching fire and medical emergencies. The CAD system interfaces with the center's 911 telephone system, automatically preloads incident addresses, telephone numbers and the jurisdictional city providing geographical information to the responding Fire/EMS units. The CAD system interfaces with our alphanumeric paging system, a paging interface directly to Smartphones and fire station alerting equipment, allowing rapid notification and response by first responders.

Fire Records Management System

Heartland supports a Fire Records Management System (RMS) giving the Fire agencies the ability to complete incident reporting for in-house, city management, and requests from the public and incident reporting for the State of California.

County Radio Communications

Heartland Communications is a member of the County of San Diego Regional Communications System (RCS). The RCS allows Heartland countywide radio coverage, making Heartland the second largest user of the RCS behind the Sheriff's Department, and is represented as a voting member on the RCS Board of Directors.

Analysis of Fire and EMS Incident Trends

Heartland uses the Omega FireView program to provide management and command staff with current information for better options and decisions that will positively impact daily operational outcomes.

CPR & AED

Certification

HCFA supervisors, fire dispatchers, and operations manager are certified in the American Heart Association Healthcare Provider CPR every two years. This training includes detailed instructions on the use of an automated external defibrillator (AED). With simple audio and visual commands, AEDs are designed to be easy to used by the layman.

What is an AED

An AED is a portable electronic device that automatically diagnoses the potentially life threatening cardiac arrhythmias, leading to cardiac arrest, in a patient and is able to treat them through defibrillation, the application of electrical therapy which stops the arrhythmia, allowing the heart to reestablish an effective rhythm. Many business locations now provide AED's at the place of business in the event it is needed.

 AWARDS & ACCREDITATION

Communications Center of the Year

San Diego County Board of Supervisors presented a Certificate of Recognition to Heartland Communications Facility Authority (HCFA) and North County Dispatch JPA as the Communication Center of the Year 2012.

Heartsaver Hero Award

The American Heart Association presented Heartland Communications Facility Authority (HCFA) the Heartsaver Hero Award in recognition of advancing the mission of the American Heart Association and Emergency Cardiovascular Care through a courageous act in an effort to save a life.

Recognition of Outstanding Service for EMD

Heartland Communications Facility Authority was presented an award by Alpine Fire Protection District in recognition of Outstanding Service for the Emergency Medical Dispatch program and for participation in saving the life of an Alpine resident.