A method for routing an emergency call between a public safety answering point, PSAP, and in-field first responders, the method comprising: determining, at a call routing computing device, one or both of an identity of an emergency caller and a location of the emergency caller; retrieving, by the call routing computing device, based on the one or both of the identity and the location of the emergency caller, active incident information from one or more incident records databases associated with the PSAP, the active incident information identifying one or more active incidents associated with the one or both of the identity and the location of the emergency caller; identifying, by the call routing computing device, one or both of identities and locations of one or more in-field first responders associated with the one or more active incidents; determining a current call load at the PSAP; comparing the one or both of the identity and the location of the emergency caller to the one or both of the identities and the locations of the one or more in-field first responders associated with the one or more active incidents, and: when a match is found based on the comparison, routing, by the call routing computing device, the emergency call to one of the matching in-field first responders and not to the PSAP and not to a call-taking terminal at the PSAP only when the call load at the PSAP exceeds a threshold call load; and when a match is not found based on the comparison, routing, by the call routing computing device, the emergency call to the PSAP or to the call-taking terminal at the PSAP and not to any of the one or more in-field first responders. determining, at a call routing computing device, one or both of an identity of an emergency caller and a location of the emergency caller; retrieving, by the call routing computing device, based on the one or both of the identity and the location of the emergency caller, active incident information from one or more incident records databases associated with the PSAP, the active incident information identifying one or more active incidents associated with the one or both of the identity and the location of the emergency caller; identifying, by the call routing computing device, one or both of identities and locations of one or more in-field first responders associated with the one or more active incidents; determining a current call load at the PSAP; comparing the one or both of the identity and the location of the emergency caller to the one or both of the identities and the locations of the one or more in-field first responders associated with the one or more active incidents, and: when a match is found based on the comparison, routing, by the call routing computing device, the emergency call to one of the matching in-field first responders and not to the PSAP and not to a call-taking terminal at the PSAP only when the call load at the PSAP exceeds a threshold call load; and when a match is not found based on the comparison, routing, by the call routing computing device, the emergency call to the PSAP or to the call-taking terminal at the PSAP and not to any of the one or more in-field first responders. when a match is found based on the comparison, routing, by the call routing computing device, the emergency call to one of the matching in-field first responders and not to the PSAP and not to a call-taking terminal at the PSAP only when the call load at the PSAP exceeds a threshold call load; and when a match is not found based on the comparison, routing, by the call routing computing device, the emergency call to the PSAP or to the call-taking terminal at the PSAP and not to any of the one or more in-field first responders.