Use of the International Academy of Emergency Dispatch Protocols

Our department believes that safe and effective emergency services start with a consistent and professional emergency dispatch program. When you have an emergency, you call 9-1-1, but you should not have to wait minutes before you or a loved one is given lifesaving instructions.

The use of nationally recognized, medically-managed and locally supported Medical, Fire and Police protocols ensures that each 9-1-1 caller receives emergency medical care and safety instructions that is consistent with current standards. Telecommunicators gather information about the problem and are able to provide instructions that have been proven to save lives.


All Telecommunicators and Communications Supervisors are trained and nationally certified in interrogation techniques, pre-arrival instructions, and call prioritization. The training includes techniques for airway management, bleeding control, CCR, the Heimlich maneuver, and childbirth. Telecommunicators also provide instructions for helping callers in danger, for example, who may be trapped in a burning building or a sinking vehicle. These types of instructions improve safety for everyone involved while allowing for a streamlined arrival interface when help arrives at the incident location.

All training is provided by National Academies of Emergency Dispatch (NAED) instructors.

Continuing Dispatch Education (CDE) ensures that staff members remain current with procedures, updates to protocols, department policies and ever-changing technologies. CDE is accomplished through a combination of methods including on-duty training, various on-line training and simulated real-time exercises with other local emergency service agencies.

Quality Assurance

We have established a comprehensive Quality Assurance program which includes the review of a random sampling of telephone calls (9-1-1 calls, emergency calls, and non-emergency calls). The program is designed to ensure that our customers receive the highest level of service and that departmental policies, procedures, and protocols are followed. The Quality Assurance program works in conjunction with our training team to develop continuing dispatch education programs designed to strengthen and improve the skills and the knowledge of our personnel.

24 Full Time Telecommunicators
10 Part Time Telecommunicators
4 Shift Supervisors
Communications Night Shift Coordinator
GIS Specialist
Training Coordinator
Quality Assurance Specialist
911 Systems Administrator
Communications Supervisor
911 Operations Manager
Emergency Communications Technical Director

Agencies Served
Law Enforcement:
Alamance County Sheriff’s Office
Graham Police
Elon Police
Elon University Police
Gibsonville Police
Haw River Police
Mebane Police

Fire Departments:
EM Holt
Eli Whitney
Haw River
North Central Alamance
Pleasant Grove
Snow Camp

Alamance County Emergency Medical Service

Alamance County Rescue Service

Alamance County 911 also provides support for the following agencies:
Burlington Police and Fire
Gibsonville Fire
Mebane Police
NC Forestry Service