A device, system and method for duplicate call handling at a public-safety answering point (PSAP) device is provided. The PSAP device: routes a call from a caller to a call-taker, the call associated with an incident; receives, via an input device of the call-taker, information related to the incident to populate a record associated with the call; prior to the record being complete, receives, via the input device, input to handover the call to an information collection application, the input indicative of the call being a duplicate call; determines, via the information collection application, remaining information to be collected based on one or more of: a duplicate call policy and the information already received; receives, via the information collection application to verbally communicating with the caller on the call, at least a portion of the remaining information to continue to populate the record; and ends the call.