Guilford Metro 911 2025 Annual Report

From the Director

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 911, dispatch, and radio services for other cities, towns, and unincorporated areas in Guilford County, and only EMS dispatch for the City of High Point. The 2025 calendar year was a good one for our department. We continued our ongoing transition to a new computer-aided dispatch platform with Octave (formerly Hexagon). The department remains at the forefront in many areas. Some of the many 2025 projects include: • The Technical Services Division continued maintenance for a backup redundancy for the USDD fire alerting system and deployed new radios for all City users, which included police, fire, and all general government departments • The Public Safety IT Division transitioned to Axon RMS for police in October 2025, and continued work for implementation for Octave’s CAD. IT also deployed Multiple Factor Authentication for all public safety accounts.

• The Training Division completed 7,600 public records requests and received state funding and approval to outfit all seats in the new training room with phones, CAD, and radio. • The Emergency Communications Division was credited with 53 life saves and processed more than 670,000 phone transactions. GM911 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 staff’s many accomplishments. Without its dedication and professionalism, GM911 would not fulfill our mission of providing high-level customer service to the community and our users.

Index About GM911 ..............................3 Agencies Served and Interoperability ...................... 4-5

Administrative Services............6

Accreditation................................7

Training ......................................8-9

Communications ..................... 10

Telephone Statistics................ 11

Staffing........................................ 12

Awards and Recognition ...... 13

Public Safety Information Technology ..........................14-15

Technical Services .............16-19

Melanie A. Jones Executive Director

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