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Elko County communications center reports rising 911 calls, training pushes and QA upgrades
Summary
Elko County Regional Communications Center reported May 2025 call totals of 5,043 (up 3.15%), 1,464 911 calls (up 7.65%), average ring time 1.7 seconds and plans for expanded training, 988 protocol work, a QA renewal and possible adoption of Vector Solutions for record-keeping and training.
Staff from the Elko County Regional Communications Center told the board on June 5 that overall call volume and 911 calls rose in May and that the center is investing in staff training and quality-assurance tools to manage the load.
"For May, our total amount of calls was 5,043. April, we had 4,889," the representative reported, adding May 911 calls were 1,464 versus 1,360 in April. Staff said average ring time is about 1.7 seconds and average call duration about 125 seconds; 99.79% of 911 calls were answered in less than 10 seconds, above NENA standards.
Staff discussed staffing (one dispatcher currently in training and additional hires in process), FEMA incident-command courses for staff (IS-100/200/700), a scholarship to attend the NENA conference and a chaplain academy course for a dispatcher to support mental-health and critical-incident response. The center is developing a 988 protocol with PowerPhone and preparing phased integration of text-to-911 and video-handling capabilities.
Staff also described QA and training contracts: a proposed QA/CFR expansion would increase monthly call reviews and add a telephone‑CPR training option. Staff cited a one-time CPR-launch cost (part of a $7,716 option) and an annual recurring amount of $3,816 for the CPR add-on; the motivations/QA renewal date is July 1. The center demoed Vector Solutions, which staff said could centralize training records and policies; staff will evaluate overlap with PoolPak training options and potential licensing arrangements.
Why it matters: Rising call volumes and a high standard of response require training and QA investments to maintain service levels and staff resilience. The board heard workforce and vendor proposals and asked staff to pursue pricing and licensing details.
