Performance trends

Why is this measure important?

Answering emergency calls promptly begins the process of obtaining critical information regarding an emergency, which subsequently allows for the appropriate level of dispatch/response of public safety agencies. The National Emergency Number Association (NENA) standard for answering 9-1-1 calls is ten seconds. Montgomery County's internal benchmark is five seconds.

Factors contributing to current performance

This performance measure is impacted by call volume variability and staffing levels. Implementation of new protocols and systems resulted in an immediate, short term spike in answer times last year, but this has returned to normal.

Factors restricting performance improvement

  • New call taking and dispatch protocols
  • Implementation of a new CAD system.
  • Staffing (low staffing levels and/or increased number of trainees).

Performance improvement plan

Montgomery County strives to maintain its internal benchmark of 5 seconds or less. Routine review of variables allows issues to be addressed at once, and problems to be corrected if necessary.

SUPPORTING MEASURES

Total emergency 911 calls received by Police Emergency Communications Center (ECC)

Total non-emergency 911 calls received by Police Emergency Communications Center (ECC)