Emergency Services 911
About the Department
Fulton County’s Department of Emergency Services operates the Emergency Communications Center, which handles 911 calls and dispatches emergency service responders for City of South Fulton, City of Fairburn, City of Chattahoochee Hills, City of Union City, City of Palmetto, Unincorporated Fulton County.
The department provides command, control and information support services to law enforcement, fire and EMS services.
Emergency Services is responsible for the operations and management of the county’s public safety communications center as well as fire and emergency medical services for the unincorporated areas of the county.
The department is also responsible for managing the largest public safety radio system in Georgia with more than 6,000 users.
Key Performance Indicators
This KPI measures the percentage of time the Radio System is up and operational. The radio system serves as the primary communication for Public Safety stakeholders.
This goal is based on tracking the percentage of calls into the Fulton County 911 Center that are answered within 10 seconds. Over 640,000 calls came into the Center in 2017.
Measures the percentage of priority 1 calls processed within ninety (90) seconds to Law and Fire units to be presented to an Emergency Services Dispatcher. 9-1-1 emergency incidents are answered by certified Call takers using a Computer Aided Dispatch System (CAD). For the purpose of this KPI, incidents are entered in to CAD by a call taker who collects location, phone number, incident information, and determines the signal /code for the incident; it is processed for dispatch to the appropriate Fire or Law resource to be handled. Priority 1 calls are defined as life and property threatening, usually in progress or just occurred.
This KPI measures the percentage of service requests received by the Technical Division that are completed within five (5) business days of receipt. Requests include cases that are opened and closed within five (5) business days and saved for KPI data.
The Emergency Service department uses their own departmental survey. These surveys are conducted over the phone and target external customers who visited the department of received services. The survey is ongoing and the number or participants vary.