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Metropolitan Emergency Services Agency presents staffing, technology and wait‑time goals ahead of 2026 budget
Summary
Mesa officials told the City-County Council public safety committee that staffing has improved and 911 hold times have fallen to an average of 15 seconds, while the agency is seeking grants and equipment upgrades to reach national performance standards.
Metropolitan Emergency Services Agency (Mesa) leaders told the Indianapolis City-County Council Public Safety and Criminal Justice Committee on Sept. 3 that Mesa is investing in staffing, technology and accreditation as it finalizes its 2026 budget.
Mesa Chief Tom Sullis opened the presentation by calling the agency’s telecommunicators “the quiet professionals,” and said the 9-1-1 center handled roughly 1,600,000 calls in 2024, including multiple critical incidents and instances where phone instructions contributed to saving lives.
Mesa’s presentation outlined three immediate priorities: increase staffing in the 9-1-1 call center, pursue CALEA accreditation and modernize communications infrastructure. "We are at 15 seconds before we answer that call," Sullis said, citing the agency’s 2025 average and noting national standards from APCO and NENA that recommend answering 90% of calls within 15 seconds.
Why this matters: The 9-1-1 center is a first‑responder service that county safety agencies rely on. Shorter answer times and consistent triage can affect outcomes for medical, fire and behavioral‑health calls.
Key details from the presentation
- Staffing and diversity:…
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