GM911 Annual Report 2022

Guilford Metro 9-1-1 (GM911) serves as the Primary Public Safety Answering Point (PSAP) for enhanced 9-1-1 in Guilford County. The center provides 9-1-1, dispatch, and radio services for other cities, towns, and unincorporated areas in Guilford County, and only Emergency Medical Services (EMS) dispatch for the City of High Point. The past year continued to bring challenges, especially to our Operations Division, which continued to have a critical staffing shortage. As a department, we managed to remain progressive, especially from a technological perspective. A few of the many projects completed in 2022 include: • Technical Services Division completed installation, setup, and testing of the PCTEL system, an interference monitoring system for radios. • Public Safety Information Technology (PSIT) secured a partnership with a consulting firm and completed needs assessment and request for proposal for computer aided dispatch (CAD) and records management systems (RMS) replacements. • PSIT also implemented a robust new backup solution to include unchangeable storage and advanced functionality for increased ransomware recovery capabilities. • PSIT expanded staff to meet the needs of the Greensboro Fire Department. From the Director

• Training Section was recertified through the APCO International Agency Training Program Certification for another three years and completed 6,786 public information requests. • Emergency Communications Division staff were credited with 32 life saves and processed almost 700,000 calls. Guilford Metro 911 is progressive and responsive to the needs of our agencies and community. We stand ready to fulfill our role as the “First, First Responder.” I am very proud of the many accomplishments of the staff of GM911, especially while dealing with a pandemic for a third year. Without their dedication and professionalism, GM911 would not fulfill our mission of high-level customer service to the community as well as our users.

Our Mission

The mission of GM911 is to serve the community and local government agencies with effective communications services and to serve as a facilitator of communications for public safety agencies in Guilford County. To be effective, GM911 uses all available resources to support the mission of subscriber agencies. We are committed to the priorities, mission, and objectives of those we support and will partner with those departments and organizations to accomplish their goals while we adhere to the core values within the department.

Melanie Jones Executive Director

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