Fulton County 911 staff report protocol upgrades, AI training and staffing losses

Fulton County emergency communications staff told commissioners on Sept. 15 they are implementing new caller-in-crisis procedures and training, and that the center is recruiting to refill two full-time dispatcher positions.

A staff member reported the purchase of Protocol 41 — a specialized emergency medical dispatch protocol for callers in mental-health crisis — and said the county cannot use the protocol until every dispatcher completes a required four-hour certification course. The county also purchased an AI-based simulation tool for training 9-1-1 call-handling that trainers said is producing useful practice scenarios for trainees.

Staff notified commissioners of two recent departures: one trainee who resigned immediately and a full-time dispatcher who accepted a higher-paying, remote position. Human resources posted the vacancies internally and will open them to the public after one week.

The communications staff also noted that the U.S. Senate had passed legislation to recognize 9-1-1 personnel as first responders; staff said the bill still requires House action but that federal recognition would affect job classification and public perception of emergency dispatch work.

Commissioners were told quality-assurance work (call reviews and scoring across medical, police and fire disciplines) is in process; staff are queuing and scoring calls and have engaged external quality-review tools to measure compliance and training needs. Staff requested and received permission to add two file cabinets to the communications office; a small transfer will appear on the county’s financial items related to that purchase.

Staff said they plan to introduce an assistant formally at the next meeting; two full-time openings will be advertised to fill the vacancies.