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
| GOALS | PROGRESS |
|---|---|
| 1) To increase communication, Ccom will conduct a quarterly meeting with Law Enforcement User group to discuss Emergency Police Dispatch | 50% |
| 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 annually | 92.17% |
| 5) To prepare for emergencies, each full-time employee will train at the Backup Center annually | In Progress |
| 6) To expand training for employees, CCOM will offer ride-a-longs for new and existing employees annually | 100% |
| 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 Communications | 100% |
| 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 agency | In 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 available | In Progress |
| 11) Representative(s) will attend the bi-monthly Peer Review meeting and provide statistical data requested by the Alamance County Medical Director | 50% |
| 12) To increase communication, Administration will meet with Burlington Communications semi-annually | 100% |