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: 34 avg seconds |
Processing time of Structure Fire calls from ROUTE to DISPATCH: 36 avg seconds |
Processing time for Disturbance/ Domestic calls from RECEIVED to DISPATCH: 126 avg seconds |
911 phone lines answered: 52,925 |
Administrative phone lines answered: 48,740 |
Administrative outbound calls: 33,437 |
Number of CAD entries: 130,875 |
Updated 1/15/2019
GOALS | PROGRESS |
---|---|
To improve the accuracy and effectiveness of the caller process, CCOM will implement Emergency Police Dispatch by June 30, 2019 | In Progress |
To respond to residents' needs as quickly as possible, operators will answer 95% of all 911 phone lines within 10 seconds (2 rings) | 96.69% |
To respond to residents' needs as quickly as possible, 95% of all administrative phone lines will be answered within 15 seconds (3 rings) | 98.71% |
To ensure quality operator assistance, 90% of all full-time employees will complete 48 hours of training annually | 97.5% |
To prepare for emergencies, each full-time employee will train at the Backup Center annually | In Progress |
To expand training for employees, CCOM will offer ride-a-longs for new and existing employees annually | 100% |
To ensure quality hiring, CCOM will work with HR to create a hiring process (review, screen, etc.) for new employees | 100% |
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 Training | In 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 Manager | In Progress |
To maintain access for people with disabilities who use teletypewriters (TTY), CCOM will conduct TTY tests weekly with Burlington Communications | 100% |
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 agency | In Progress |
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 |