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Elko and West Wendover dispatch centers report strong answer rates, note recording issues
Summary
Elko County Regional Communications Center reported 1,602 911 calls and nearly 100% PSAP answer rates (around 4 seconds), while West Wendover reported 89 911 calls with 98% answered within 10 seconds. Elko staff noted intermittent Exacom recording reliability issues and upcoming vendor coordination on July 21.
Pamela Courtright, operations lead for the Elko County Regional Communications Center, briefed the board on June 4 that the center fielded 4,064 administrative calls and 1,602 911 calls recently, with PSAP answer times averaging roughly four seconds.
"911 calls, we had 1,602," Courtright said, adding that the center is tentatively fully staffed, has purchased a Frontline learning-management system for training, and plans coordination with Zetron and Evans on July 21. She told the board that a new Grandstream backup phone system performed well in tests and that a tertiary backup would be cell phones.
Courtright also raised an ongoing concern: recording reliability with Exacom remains inconsistent, forcing staff to gather calls from NGA or other sources to ensure complete records.
Heather, representing West Wendover dispatch, reported lower call volumes but strong service levels: 89 911 calls and 662 administrative calls, with about 98% of calls answered within 10 seconds. She said new dispatchers are in training and additional hires will bring the center to full staffing, and she is coordinating activity-code changes so reporting aligns with a fire chief's new report-writing system.
Board members publicly praised dispatchers for their performance during recent structure and Greencrest fires, noting effective coordination with deputies and fire resources despite staffing challenges that day.
