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MATCOM reports rising call volume, staff gains and next‑generation 9‑1‑1 rollout target
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Summary
MATCOM manager Lori Creaky told the council the PSAP processed more than 88,000 dispatch calls in 2025, handled about 163,000 total calls across categories, increased authorized staffing from 27.5 to 31.5 positions and plans a March rollout of upgraded call‑handling technology including text‑to‑911 and live transcription.
Lori Creaky, MATCOM manager, presented the regional 9‑1‑1 center’s 2025 workload and operations. She said MATCOM processed 88,386 dispatch calls, 27,553 calls for the Wasilla Police Department and a total workload of more than 163,000 calls when including outbound and administrative calls.
"Our call volume is 88,386 dispatch calls that MATCOM processed," Creaky said, and added MATCOM processed 41,000 outbound calls and 82,758 administrative calls for a total of roughly 163,000 calls processed in 2025. She said MATCOM's annual operating budget is $7,400,000, which the presentation translated to roughly $191 per 9‑1‑1 call and approximately $60.95 per call when considering the full scope of services.
Creaky described staffing progress: authorized staffing grew from 27.5 in Jan. 2025 to 31.5 in Jan. 2026 through recruitment, internal promotions and a dedicated training coordinator. She previewed a next‑generation 9‑1‑1 call‑handling system expected to go live in March, which will add mapping upgrades, language translation, text-to-911, video and live call transcription.
Council members asked about training partnerships and contract terms with outside agencies; Creaky said some contracts are year-to-year while others are multi-year and that negotiations are ongoing with the Alaska State Troopers and other partners. She also discussed quality assurance, supervisor development and regional coordination as reasons for continuing investment in staffing and technology.
What's next: MATCOM will continue recruitment, finalize contracts and proceed with the next‑generation 9‑1‑1 implementation. Councilmembers thanked dispatch staff and encouraged support for certification and recognition efforts being discussed at the state level.
