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
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).