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Aurora, Colorado, 9-1-1 Center Honored as Outstanding Call Center

Date: 2011-04-04
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The E9-1-1 Institute, in conjunction with National Emergency Number Association (NENA), the Association of Public-Safety Communications Officials (APCO), the National Association of State 9-1-1 Administrators (NASNA), the 9-1-1 Industry Alliance ("9IA"), National Academies of Emergency Dispatch (NAED), 9-1-1 For Kids, and the Congressional NextGen 9-1-1 Caucus, will present the City of Aurora Public Safety Communications Department of Aurora, Colorado with the Outstanding 9-1-1 Call Center Award as part of the 8th Annual “9-1-1 Honors Gala” in Washington D.C.

“We were very honored,” Michael Bedwell, the city’s police and fire dispatch center manager, told The Aurora Sentinel. “We work very hard to become an outstanding call center. We’ve got a great staff, and it’s really nice just to be recognized on a national level for what we’ve done.”

The call center, which processes some 400,000 calls per year, received the award for its high level of customer service even in the face of budget cuts, handling of emergency situations, and management of new technology.

The Outstanding 9-1-1 Call Center Award honors a specific Public Safety Answering Point (PSAP) for its excellence in key emergency communications areas ranging from the handling of emergency situations reported to 9-1-1 to the deployment and management of new technology. The City of Aurora Public Safety Communications Department has implemented a series of changes in training, operations, leadership development, and employee support. In doing so, the center has dramatically improved their quality of service offered by the call center.

“We’ve instituted a huge amount of new training programs with our center, but we’ve done it all with our own staff,” Bedwell said. “So we have ongoing training and education almost all the time here. We’re not using any outside resources and spending any funds to bring people to train us or send people out for training.”

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“The City of Aurora Public Safety Communications Department has made initiative and innovation commonplace for them and their community,” said Gregory L. Rohde, Executive Director of the E9-1-1 Institute. “They are receiving this national recognition because of the innovative and self-initiated manner they implement technology and training for the PSAP. This award is well deserved and belongs to all the dedicated men and women who work at this call center.”

- People, Places & Things/9-1-1magazine.com (via E9-1-1 Institute/Aurora 9-1-1, 3/30/11).  Photo via Aurora PD.

 

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