Central Communications processes emergency and non-emergency calls for service for Alamance County and provides radio dispatch for County and Municipal Fire, Rescue, Law Enforcement, and Ambulance services (Burlington Police and Fire excluded).

Workload Measures: 2018/2019 
Processing time for EMD Echo calls from ROUTE to DISPATCH: 36 seconds
Processing time of Structure Fire calls from ROUTE to DISPATCH: 52 seconds
Processing time for Disturbance/ Domestic calls from RECEIVED to DISPATCH: 124 seconds
911 phone lines answered: 17,990
Administrative phone lines answered: 17,227
Administrative outbound calls: 11,874
Number of CAD entries: 45,426

Updated 9/15/2018


GOALSPROGRESS
To improve the accuracy and effectiveness of the caller process, CCOM will implement Emergency Police Dispatch by June 30, 2019In Progress
To respond to residents' needs as quickly as possible, operators will answer 95% of all 911 phone lines within 10 seconds (2 rings)96.92%
To respond to residents' needs as quickly as possible, 95% of all administrative phone lines will be answered within 15 seconds (3 rings)99.52%
To ensure quality operator assistance, 90% of all full-time employees will complete 48 hours of training annually100%
To prepare for emergencies, each full-time employee will train at the Backup Center annuallyIn Progress
To expand training for employees, CCOM will offer ride-a-longs for new and existing employees annuallyIn Progress
To ensure quality hiring, CCOM will work with HR to create a hiring process (review, screen, etc.) for new employeesIn Progress
To prepare effectively for emergencies or special events, full-time employees will train on MC1 annually (Mobile Command)In Progress
To increase knowledge and improve services, CCOM administrative staff and supervisors will complete Public Safety Emergency Notification TrainingIn Progress
To increase communication and engagement, CCOM will establish a liaison panel with representatives from partner agencies (Burlington Communications, Fire Departments, Police, etc.) that will work with CCOM administration to address concerns and questions that will be included in a quarterly follow-up report for the County ManagerIn Progress
To maintain access for people with disabilities who use teletypewriters (TTY), CCOM will conduct TTY tests weekly with Burlington Communications100%
To increase communication, a CCOM focus group will address 2018 survey results and provide four recommendations for improvement In Progress
To prepare and train for emergencies, each full-time employee will participate in a tabletop exercise twice a year with the department or another emergency services agencyIn Progress
To evaluate callers' needs and connect them to appropriate resources, all full-time employees will be offered Mental Health Training as classes are availableIn Progress