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: 35 avg seconds
Processing time of Structure Fire calls from ROUTE to DISPATCH: 35 avg seconds
Processing time for Disturbance/ Domestic calls from RECEIVED to DISPATCH: 135 avg seconds
911 phone lines answered: 94,608
Administrative phone lines answered: 88,565
Administrative outbound calls: 58,261
Number of CAD entries: 236,458

Updated 6/19/2019

To improve the accuracy and effectiveness of the caller process, CCOM will implement Emergency Police Dispatch by June 30, 2019Goal Completed
To respond to residents' needs as quickly as possible, operators will answer 95% of all 911 phone lines within 10 seconds (2 rings)97.31%
To respond to residents' needs as quickly as possible, 95% of all administrative phone lines will be answered within 15 seconds (3 rings)99.16%
To ensure quality operator assistance, 90% of all full-time employees will complete 48 hours of training annually95.45%
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 annuallyGoal Completed
To ensure quality hiring, CCOM will work with HR to create a hiring process (review, screen, etc.) for new employeesGoal Completed
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 CommunicationsGoal Completed
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 agencyGoal Completed
To evaluate callers' needs and connect them to appropriate resources, all full-time employees will be offered Mental Health Training as classes are availableGoal Completed