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: 2019/2020
Processing time for EMD Echo calls from ROUTE to DISPATCH: 25 avg. seconds
Processing time of Structure Fire calls from ROUTE to DISPATCH: 32 avg. seconds
Processing time for Disturbance/ Domestic calls from RECEIVED to DISPATCH: 155 avg. seconds
911 phone lines answered: 53,543
Administrative phone lines answered: 48,809
Administrative outbound calls: 31,874
Number of CAD entries: 137,445
Number of Radio Transmission: 1,372,968
Number of ride-a-longs: 7

Updated 1/2/2020

GOALSPROGRESS
1) To increase communication, Ccom will conduct a quarterly meeting with Law Enforcement User group to discuss Emergency Police Dispatch50%
2) To respond to residents' needs as quickly as possible, operators will answer 95% of all 911 phone lines within 10 seconds (2 rings)97.41%
3) To respond to residents' needs as quickly as possible, 95% of all administrative phone lines will be answered within 15 seconds (3 rings)99.53%
4) To ensure quality operator assistance, 90% of all full-time employees will complete 48 hours of training annually92.17%
5) To prepare for emergencies, each full-time employee will train at the Backup Center annuallyIn Progress
6) To expand training for employees, CCOM will offer ride-a-longs for new and existing employees annually100%
7) To prepare effectively for emergencies or special events, full-time employees will train on MC1 annually (Mobile Command)100%
8) To maintain access for people with disabilities who use teletypewriters, CCOM will conduct TTY tests weekly with Burlington Communications100%
9) 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
10) 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
11) Representative(s) will attend the bi-monthly Peer Review meeting and provide statistical data requested by the Alamance County Medical Director50%
12) To increase communication, Administration will meet with Burlington Communications semi-annually100%