Mesa City Council establishes new Public Safety Support department led by Kim Mesa

In a pivotal move to enhance emergency response, the Mesa City Council has announced the establishment of the Mesa Public Safety Support Department, aimed at streamlining public safety communications. This initiative, spearheaded by city manager Scott Butler and newly appointed department head Kim Mesa, is set to transform the way 911 calls are handled, ensuring a more efficient and effective service for residents.

The decision comes after a comprehensive three-year review of the city’s 911 communication system, which identified significant inefficiencies, particularly in the transfer of emergency calls between police and fire departments. Currently, callers often have to repeat information multiple times, leading to frustration during critical moments. The new model will introduce a "one caller experience," allowing individuals to communicate with a single operator who will relay information to both police and fire dispatchers, thereby reducing confusion and improving response times.

Kim Mesa, who has been acting in a leadership role for the past three years, emphasized the importance of this change. "Our goal is to ensure that when someone calls 911, they have a seamless experience without unnecessary handoffs," she stated. The department will also oversee forensic operations, maintaining independence from law enforcement to uphold scientific integrity.

The council discussed the financial implications of this restructuring, with an initial budget of over one million dollars allocated for the department's setup. However, officials believe that consolidating services will ultimately lead to cost savings by eliminating redundancies across departments. "We expect this will be cost-neutral in the long run," Butler noted, highlighting the potential for improved morale among dispatchers and first responders.

As part of the rollout, a pilot program for the new call-taking system is set to begin in the fall, with a full launch anticipated in 2026. The city is also in the early stages of planning a new communications center, which is expected to further enhance operational efficiency.

The council's discussions reflect a commitment to improving public safety services and ensuring that both residents and emergency responders receive the best possible support. As Mesa moves forward with these changes, the focus remains on creating a responsive and effective emergency response system that meets the needs of the community.