Gwinnett County's 911 center is on the upswing, fortifying its workforce and shaving down response times, officials report. In a notable push to improve operations, the Gwinnett County Police Department has cut its once 36% vacancy rate in September 2022 in half, now boasting a more stable 18%, per FOX 5 Atlanta. The positive trend follows the approval to fill 12 new positions, alongside diligent revisions to compensation structures and amped-up recruitment and training efforts.
These staffing enhancements have directly impacted hold times for 911 calls in the region, with a jump to 84% of calls now being answered within 20 seconds, though this just shy of the national standard which dictates 95% compliance, as Atlanta News First points out. March 2024 data flaunts a reduction in average hold time from a staggering minute and 27 seconds to a bearable 16 seconds, trailing slightly behind Atlanta's E-911 center's reported 24-second wait in January.
Yet, this all is shadowed by an incident recounted by Stone Mountain resident Rashida Powell who after intervening in what seemed a violent fray at Deshong Park last November, dialed 911 only to be met with, “911, can you hold please?” – then, an agonizing 30-minute void before the line came back to life, with no response team ever reaching the scene, according to her statement obtained by Atlanta News First.
Gwinnett County remains candid about their workforce's 18% void, yet in a bid to ensure continuous betterment, trainees at the 911 center are now fielding non-emergency calls to enhance their readiness, a strategy that is part of a larger, concerted effort to keep the county's residents safe and heard in times of crisis, this reflects the county's sustained pursuit for operational excellence, knowing full well the weight of each second in the currency of emergencies.
