Guilford Metro 911 2025 Annual Report

Administrative Division

Quality Assurance & Training Section The Quality Assurance and Training Section oversees the coordination of training programs for both new hires and existing employees, as well as the generation of 911 records for the Guilford County Department of Social Services, emergency responders, legal professionals, media outlets, and the public. The team also actively contributes to public relations and recruitment initiatives. This section develops emergency communications personnel through a structured Training Academy complemented by ongoing in-service education. The curriculum aligns with national standards and is accredited through the APCO Agency Training Program, ensuring trainees receive consistent, high-quality instruction while developing critical decision-making and psychomotor skills. Building upon previous infrastructure investments, including the Shepherd Training Center and AI Skill Lab, the academy fully integrates simulation based instruction. AI-supported scenarios and practical activities enhance decision-making, reinforce protocol adherence, and improve operational readiness before independent call handling. The QA/Training Section ensures accreditation standards are met, and employees are developed through structured feedback and continuous improvement practices. Monthly evaluations, incident reviews, and Quality Improvement Plans reinforce performance standards and facilitate measurable growth. The program adopts a supportive, non-punitive approach that recognizes outstanding performance and provides clear, actionable feedback. Collaboration among quality assurance staff, communications training officers, and supervisors promotes consistency across shifts and supports operational excellence.

The Administrative Division holds two sections, the Administrative Section, and the Training & Quality Assurance Section. The Administrative Section provides day-to-day fiscal management, personnel management, project oversight, and planning for all other divisions. The section oversees the department’s $24.9 million budget. About the Division

2024-2025 Public Records Data

2025

7,655

2024

8,006

Administrative Section

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

PUBLIC (ATTORNEY/ CITIZEN/MEDIA) 2,649

270 2,454

5,006 24,591

Requests by Type

RADIO TRAFFIC

REDACTED/UNREDACTED PHONE CALLS

DSS

DOCUMENTS REVIEWED/REDACTED

6