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Elko and West Wendover dispatch centers report call‑routing problems, staffing gaps and RapidSOS text‑to‑911 tests
Summary
West Wendover and Elko dispatchers reported recurring call transfers and delays with NGA, plans to replace a recorder, staffing openings, and that West Wendover received its first text‑to‑911 through RapidSOS; Elko reported January call totals and a high answer rate.
West Wendover and Elko dispatch centers briefed the advisory board on Feb. 5 about recurring operational problems with call transfers, staffing and equipment.
Heather, West Wendover’s lead dispatcher, said transfers and volume routing with NGA remain a concern and that the center experienced call‑ring delays. "We do have issues that are pretty recurrent with them, with transfers and volume issues," she said. She also said West Wendover received its first text‑to‑911 via RapidSOS and that the center is seeking proposals to replace an aging recorder.
Carrie, representing Elko County dispatch, thanked the board for funding upgrades and said the County Commission had approved replacement of the radio console and outdated furniture; she said upgrades will be coordinated with county IT and likely done in summer. Carrie also reported call statistics for January: "In January, we took 4,455 calls for service, 1,213 of them being 9‑1‑1 calls, and 97% of them were answered within that 10‑second time frame," exceeding applicable call‑answer standards.
Board members and staff discussed SIP lines as a partial fix for long ring times and the need to resolve recorder compatibility with NGA’s SIP approach. Dispatch centers also noted staff vacancies and recent interviews producing strong candidates; Heather said they were down two positions and were accepting applications.
The board encouraged continued coordination with NGA and vendor follow‑up and asked staff to include RapidSOS integration and recorder replacement details in future questions to the vendor.
