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General County News

Posted on: January 26, 2024

Hall County E-911 earns award for dispatch excellence

A 911 worker is shown inside the Hall County Emergency Services Complex.

Hall County E-911 has been recognized by The International Academies of Emergency Dispatch® (IAEDTM) as an Accredited Center of Excellence (ACE) for emergency medical dispatching. Hall County E-911 is the 330th Medical ACE in the world.

IAED is the standard-setting organization for emergency dispatch services worldwide. Accreditation (and subsequent re-accreditation) from the IAED is the highest distinction given to emergency communication centers, certifying that the center is performing at or above the established standards for the industry. Centers who earn ACE status are the embodiment of dispatch done correctly, and have demonstrated strong local oversight, rigorous quality processes, and a commitment to data-driven continuous improvement.

Hall County E-911 began the journey towards accreditation in May 2023 but has utilized emergency medical dispatch protocols from IAED since 2008. The department recognized the existing skills of its Communications Officers and superior level of service its emergency dispatchers were providing to the community and chose to distinguish them from their peers in public safety communications by achieving accreditation. 

“Hall County E-911 has been providing citizens with a consistently high level of service for years by using emergency medical dispatch protocols to acquire key patient information and relay it to responders prior to their arrival,” Hall County E-911 Quality Assurance Specialist Kelsey McGahagin said. “Now, we have taken that one step further to prove that our community can rely on us for superior care by achieving ACE status.”

Hall County E-911 Division Director Amanda Letson acknowledged her team for their accomplishments. 

“I am extremely proud of these men and women for the amazing job they have done throughout this process and of the customer service they provide to our citizens every hour of every day,” she said. “Hall County E-911 strives to be at the forefront of public safety communications and this is a giant step in that direction.”

According to IAED Accreditation Board Chair Christof Chwojka, accreditation is “truly a pinnacle achievement.”

“We applaud the dedicated call takers, dispatchers and leadership team at Hall County [E-911] for their commitment to quality and for meeting that high standard that few achieve. We know their community can count on these first, first responders to do an outstanding job,” Chiwoika said. 

IAED will present Hall County E-911 with an accreditation plaque that commemorates its achievement. IAED accreditation is the culmination of a lengthy, arduous process that includes the completion of the 20 Points of Accreditation, a detailed evaluation of performance by industry experts, and a final review and ruling by IAED. 

"This process is undertaken by communications centers who desire to be the best of the best," Kim Rigden, IAED Associate Director of Accreditation, said.  "Achieving ACE confirms it. Hall County [E-911] should be very proud of this achievement and the wonderful service they provide to the community and their emergency responders"

Over 3,500 emergency communication centers worldwide use the medical, fire, police and emergency nurse triage protocols developed and maintained by IAED. The protocol-based system, known as the Priority Dispatch SystemTM, is recognized as the standard of care and practice for emergency dispatch, and is used in 46 countries.

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