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Madison County Emergency Communications Center reports 2024 call volumes, training, accreditation progress
Summary
The county's 9-1-1 director presented annual statistics showing 14,902 total center incidents, 42,050 9-1-1 calls in 2024 and a 97.2% answer rate within 15 seconds; staff highlighted accreditation, wellness, text‑to‑911 grants and NextGen work.
Wendy, director of the Madison County Emergency Communications Center (9‑1‑1), presented the center’s 2024 annual report, giving call-volume figures, performance measures and program updates. For the calendar year she reported 14,902 total computer‑aided dispatch incidents, 42,050 incoming 9‑1‑1 calls, and 8,434 of those 9‑1‑1 calls arrived on cell phones. The center also recorded about 1,717,469 radio “key ups” for the year across participating agencies.
Wendy told the court that the center met National Emergency Number Association (NENA) benchmarks and exceeded local performance goals: “NENA likes for you to answer 95% of your 911 calls within 20 seconds. I'm proud to say we answered 97.2% of our calls, but we answered those within 15 seconds,” she said.
The report summarized accomplishments in 2024: a criminal justice executive development program inclusion for telecommunications personnel, development of an internal training program and recognition under APCO Project 33 for the center’s training program. Wendy said the county was the second agency in Kentucky to receive that national recognition. She also described two Kentucky 9‑1‑1 service board grants awarded to the center, an ongoing PSAP (public-safety answering point) upgrade expected in April, and a 2024 grant that will support text‑to‑9‑1‑1 implementation.
Wendy emphasized workforce challenges: while positions were budgeted and several candidates have attended the Department of Criminal Justice Training (DOCJT) academy, the center remains short of “trained capacity” because multiple new hires still require academy instruction. She described wellness and PTSD supports for dispatchers and a staff wellness committee intended to address job-related trauma.
Court members thanked the 9‑1‑1 staff and asked for continued emphasis on funding and training as NextGen 9‑1‑1 standards and fee implementations proceed. The director provided contact information and invited further questions.
