2 minute read
Stronger Together - Answering the Call
Emergency calls made in the county get answered at Dakota 911 in Rosemount, a partnership of the county and 11 cities. Working together to provide this service benefits residents.
Dakota 911 operates as a two-stage dispatch center — there are call takers and radio operators. The call taker stays on the phone with the caller while the radio operator dispatches first responders to the scene. This allows the call taker to give pre-arrival instructions without delay, such as CPR or help delivering a baby. All dispatchers are trained in both positions. Handling emergency calls this way can save lives.
Dakota 911 service calls increased by 9 percent from 2012–2022 without an increase in staffing levels. We recently went from 54 to 55 dispatchers.
We track our work to ensure we maintain a high level of service and perform well against national standards. The center received 174,400 total 911 calls in 2022. All of those calls were answered within 20 seconds. Nearly all calls were answered within 15 seconds.
We also evaluate calls and provide helpful feedback to call takers. As part of this effort, we track concerns or complaints that are received. In 2016, there were 296 inquiries. This dropped to just 23 by 2022.
Together, we answer the call and get people the help they need.
