Little Rock 911 center boosts efficiency, targets national standards by year's end

  • Source: KATV ABC 7 Little Rock
  • Published: 02/12/2024 12:00 AM

The Little Rock 911 Communication Center has released new numbers for 2024 that show a promising increase in efficiency. Director Juana Green said this is due in part to filling vacancies and new protocols. "We have changed the scope on how we ascertain information from the caller where every caller gets the same quality of service and the same line of questioning for every type of incident they call about," said Green. "That in turn dictated how we revamped our training and our quality assurance.” Green said call answering rates were around 64% in January of last year but in January of 2024, thanks to that new protocol, that number is now at 93%. "The national standard for 911 call answer times is 95% of those calls are answered within 20 seconds and so each month, we have been getting progressively better at meeting that standard," said Green.


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