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CMPD reports faster 911 answer times; city to modernize call center and expand telecommunicator roles
Summary
Major Dave Johnson said CMPD’s communications division improved average 911 answer times to 4.05 seconds in Q1 2026 (down from 16.8 seconds in 2025), and officials outlined a city-approved expansion of the 911 call center plus new trainee roles and pay changes.
Major Dave Johnson, who oversees the Charlotte‑Mecklenburg Police Department’s Administrative Services Bureau and the communications division, described improvements in 911 operations and investments intended to sustain performance as call volume grows.
Johnson said more than 90% of 911 calls were answered in 10 seconds or less in Q1 2026, with an average answer time of 4.05 seconds compared with a 2025 average of 16.8 seconds. He noted that in 2025 the system handled close to 1 million total 911 calls, and said the department is planning to expand the call-center facility to increase capacity and modernize consoles and systems.
The city has approved a multi‑million dollar expansion and renovation of the 911 call-center at CMPD headquarters, Johnson said; planned upgrades include updated operator consoles, improved critical systems and additional space to support high call volumes. Johnson also outlined workforce changes aimed at retention and career development: a new telecommunications trainee role, structured pay increases (a 5% pay increase when moving from trainee to Telecom One, additional increases tied to promotion and trainer incentives) and a shift schedule change from five eight‑hour shifts to four 10‑hour shifts to improve work‑life balance.
Johnson described new recruiting incentives for sworn and professional staff, including a $7,500 hiring bonus for new police officers (established in 2020) and a newly implemented $5,000 internal referral bonus launched in February to encourage employee referrals.
The major emphasized that sustaining 911 performance will require continued investment in facilities and technology as Charlotte’s population and call volume grow.
