The Department of Public Safety has announced that Public Safety Dispatchers level one are undergoing a mandatory two-week training program to advance their skills and achieve Level Two certification. This training is required within the first year of dispatcher service.
Residents and visitors are advised that during this period, there may be slight delays in answering 911 calls. The department urges callers to remain on the line to avoid further delays. Overtime has been authorized for dispatchers during this training period to minimize interruptions in services.
“I’m grateful for Director Coyle and the work he and his team have done to reduce response times for 911 calls,” said Mayor Tishaura O. Jones. “This latest round of training is another step toward ensuring that residents experiencing an emergency get a quick response from our first responders.”
Director Coyle’s strategic initiatives have significantly improved the 911 system’s efficiency, moving it closer to national standards. Notable achievements include:
– Reduction in Hold Times: The city reduced 911 hold times substantially. In July 2023, 56.9% of calls were answered within 10 seconds; by April 2024, this number had increased to 84.4%.
– Technological Upgrades: The Department is upgrading its Computer Automated Dispatching (CAD) system for both Fire and EMS, with completion expected by 2026.
– Staffing Enhancements: Since July last year, staffing levels have increased with the hiring of 34 Police, two Fire, and nine EMS dispatchers who have received ongoing necessary training.
Additionally, a new facility called the Public Safety Access Point (PSAP) is under construction. This 17,000-square-foot building will house all emergency dispatch operations—police, fire, and EMS—under one roof to enhance emergency response efficiency.
“We appreciate your patience and understanding as we work to improve our emergency response services,” stated the department.
