After statistical analysis of the database of a fire department covering eight years of consecutive incident records from January 2009 to December 2016, we developed a modelling and simulation (M&S) approach that could be replicated for fire departments across Canada. Our M&S framework involved two different simulation models running on separate platforms: (i) an Incident Generation Engine, which simulates the ‘arrival’ of emergency incidents, and (ii) a Response Simulation Model. The first model is a discrete event simulation model using CPNTools 4.0, generating inputs for the second model, which is an agent-based simulation model developed using AnyLogic. We discuss the principal elements of the two simulation models, and report on findings from our simulation experiments.