GM911 Annual Report 2022

Telephone Statistics Call Volume

2022 Telephone Statistics* 27,512 ALL CALLS 2.3% decrease from 2021 WIRELESS CALLS 2.7% decrease from 2021 23,183

In 2022, the Emergency Communications Division processed 691,667 calls. The NC 911 Board call answering reports have consistently shown GM911 as a top leader in the state, answering 99.4% of 911 calls within 10 seconds. 911 Calls Received 337,838 10 Digit Calls Received 195,685 Outgoing Calls 172,671 Total Telephone Transactions 706,194

911 Calls Received 10 Digit Calls Received

330,146 194,950 166,571 691,667

Outgoing Calls

Total Telephone Transactions

Chart Title

166,571 OUTGOING CALLS

172,671 OUTGOING CALLS

-3.5%

330,146 911 CALLS RECEIVED

337,838 911 CALLS RECEIVED

911 Calls Received

ived

194,950 10 DIGIT CALLS RECEIVED

195,685 10 DIGIT CALLS RECEIVED

-2.3%

-0.4%

2022 Call Volume Total Telephone Transactions: 691,667

911 Calls Received 10 Digit Calls Received Outgoing Calls 2021 Call Volume Total Telephone Transactions: 706,194

2,823

Types of Calls GM911 experienced a decrease in the number of landline calls. Wireless 911 calls have decreased slightly from 84.6 percent to 84.2 percent. VOIP calls have increased from 9.5 percent to 10.2 percent of all calls. The center experienced a decrease in abandoned calls. There were an average of 904 calls per day in 2022, a decrease of 2.4 percent.

VOICE OVER INTERNET PROTOCOL CALLS 5.1% increase from 2021

942

Calls for Service

ABANDONED CALLS 12% decrease from 2021

Agency

2022

2021

% of change

604

Guilford County EMS

89,221 89,631

0.5% decrease

Guilford County Fire

17,877 14,935

19.7% increase

BUSINESS CALLS 19.1% decrease from 2021

Guilford County Sheriff

62,730 67,097

6.5% decrease

RESIDENTIAL CALLS 14.6% decrease from 2021 445

Greensboro Fire

37,669 34,468

9.3% increase

Greensboro Police

199,911 207,926 3.9% decrease

To help during staff shortages from September through December 2022, Guilford County Fire, Greensboro Fire and High Point Fire handled some unknown injury calls that would normally go to Guilford County EMS. This decreased the number of EMS calls and increased the number of fire calls. The decrease in calls for Greensboro Police was caused by “be on the lookout” calls that were not canceled and had to be excluded.

62

TEXT TELEPHONE, TEST DRIVEN DEVELOPMENT AND TEXT-TO-911 CALLS 19.2% increase from 2021

11

*Monthly averages