Guilford Metro 911 Annual Report 2023

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 service for cities, towns, and unincorporated areas in Guilford County, and Emergency Medical Services (EMS) dispatch for the city of High Point. This was a hard year for our department. One employee lost their spouse, while some lost their parents. Our Operations Division continued to operate at a critically low staffing level for the fourth year in a row. Despite these challenges, our department remained progressive in many areas. Some of the many projects completed in 2023 include: • The Technical Services Division completed Genesis Database maintenance and upgrades and enhanced security at tower sites. • The Public Safety Information From the Director

• The Training Section added an additional full-time employee to handle public outreach for GM911, public information requests, and recruitment events. • The Emergency Communications Division was credited with 54 life saves. Staff handled more than 725,000 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 many accomplishments of the staff of GM911, especially continuing to deal with a large increase in incoming phone calls, while still being at a critically low staffing level. Without their dedication and professionalism, GM911 would not fulfill our mission of high-level customer service to the community as well as 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

Technology (PSIT) Division hosted numerous computer aided dispatch (CAD) and records management system (RMS) vendor demonstrations and unanimously selected new RMS, CAD, and Mobile systems. The division also implemented new Lexis Nexis police-to-citizen and citizen reporting systems (PowerDMS, PowerFTO, PowerEngage). PSIT also expanded its staff at the Greensboro Police Department.

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

Awards and Recognition.......13

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

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

Melanie Jones Executive Director

• The Administrative Division added a People and Culture representative.

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