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GUILFORD METRO 911ONE CALL, ONE CENTER, ONE SOURCE
2020 AnnualReport
1903 Midway StreetGreensboro NC 27403
336-373-2933
Guilford Metro 911 2020 AnnualReport
MissionStatement Page 2
Director’s Letter Page 3
Organizational Structure Page 4
AdministrativeStaff Page 5
Boards and UserGroups Page 6
Agencies WeServe Page 7
Agencies with Interoperability Page 8
Administration Division Page 9
Training and QualityAssurance Page 10
Public Relations Page 15
EmergencyCommunications Page 16
Public SafetyIT Page 20
TechnicalServices Page 24
Awards and Recognitions Page 28
TABLE OF CONTENTS
MISSION STATEMENT
The mission of Guilford Metro 911 is to serve the community and
local government agencies with effective communications services
and to serve as a facilitator of communications for public safety
agencies in Guilford County. To be effective, Guilford Metro 911
utilizes all available resources to support the mission of subscriber
agencies.
We are committed to the priorities, mission, and objectives of those
we support and will partner with those departments and
organizations to accomplish their goals while we adhere to the core
values within the Department of Guilford Metro 911.
Guilford Metro 911 2020 AnnualReport2
Guilford Metro 911 (GM911) serves as the Primary Public Safety Answering Point (PSAP) forenhanced 911 in Guilford County. The center provides 911, dispatch, and radio services forother cities, towns, and unincorporated areas in Guilford County, and only EMS dispatch for the City of High Point.
2020 brought a most challenging year to Guilford Metro. We suffered the loss of an active dutyemployee, and suffered the loss of a spouse of an employee. The pandemic created challengesfor the Operations staff, as many new policies were created, and some policies had to be changed to deal with response during the pandemic. As a Department, we managed to remainprogressive, especially from a technological perspective. A few of the many projects completed in 2020 include:
• GM911 Technical Services Division completed the new Southeast Tower site.• GM911 Technical Services Division set up several additional talk groups for direct communications for
surrounding agencies. • GM911 Technical Services Division completed MCM and Genesis databases upgrades.• GM911 Technical Services Division procured new microwave backhaul equipment to replace at the five
older tower sites.• GM911 Technical Services Division set up a group of back up talk groups to support the City of High Point
in the event their radio system fails. • GM911 Technical Services Division allowed the North Carolina VIPER radio system to co-locate at our
Triad Park tower site. • GM911 Technical Services and PSIT Divisions collaborated with US Digital Designs to begin work on
integrating automated station alerting with the Motorola system and CAD• GM911 PSIT implemented Workforce Telestaff• GM911 PSIT completed upgrades for Priority Dispatch• GM911 PSIT implemented remote work capabilities for eligible staff at Fire, Police and 911 due to the
pandemic• GM911 Training Section completed over 6,000 Public Information Requests • GM911 Emergency Communications Division was credited with 48 life saves.
Guilford Metro 911 is progressive and responsive to the needs of our agencies and community. We stand ready to fulfill our role as the “First, First Responder.” I am very proud of the many accomplishments of the staff of GM911, especially while dealing with a pandemic. Without their dedication and professionalism, GM911 would not fulfill our mission of high level customer service to the community as well as our users.
Melanie A. Neal Executive Director
DIRECTOR’S LETTER
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Guilford Metro 911 2020 AnnualReport
ORGANIZATIONAL STRUCTURE
4
Guilford Metro 911 2020 Annual Report
Administration DivisionMelanie Neal, Executive Director
Tykia Johnson, Administrative Fiscal Manager
Mark Shepherd, Quality Assurance Administrator
Jessica Hutchens, Emergency Communications Training Specialist
Robert Katana, Emergency Communications Training Specialist
Emergency CommunicationsDivisionChristine Moore, Emergency Communications Operations Manager
Paige Cummings, Emergency Communications Supervisor II
James Greer, Emergency Communications Supervisor II
Angela Mitchell, Emergency Communications Supervisor II
Kimberly Williams, Emergency Communications Supervisor II
Public Safety Information TechnologyDivisionGreg Nash, PSIT Manager
PeterAllison, HelpDeskServicesAnalyst
ChristaBoswell, PSIT Supervisor
CamilleBosworth, SystemAdministrator
Kristi Dean, Network Services Analyst
JohnGlosson, HelpDeskServicesAnalyst
ChanceKelly, HelpDeskServicesAnalyst
Clay Kennedy, Systems Administrator
CelesteOwens, SystemsAdministrator
Thomas Shiminsky, HelpDeskServicesAnalyst
Lori Slone, GISAnalyst
Technical Services DivisionLewis Cheatham, Technical Services Manager
Wendy Autry, Technical Services Supervisor
Andy Harvey, Electronic Process Supervisor
Tony Evans, Electronic Process Specialist
Devin Jones, Electronic Process Specialist
Carlie Luck, Systems Support Specialist
Jennifer Mallory, Work Management Technician
Stacey Wilson, Electronic Process Specialist
ADMINISTRATIVE STAFF
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Guilford Metro 911 2020 Annual Report
EXECUTIVE BOARD
County Manager Marty LawingGuilford County
City Manager David ParrishCity of Greensboro
911 COUNCIL
Sheriff D.H.RogersGuilford County Sheriff’sOffice
Chief Brian JamesCity of Greensboro Police Department
Chief Bobby NugentCity of Greensboro Fire Department
Director James AlbrightGuilford County EmergencyServices
USER GROUPS
Law User GroupCaptain Daryl Loftis– Chair Guilford County Sheriff’s Office
EMS User GroupShift Commander, Jeff Hutchens – Chair Guilford County EmergencyServices
Radio User Groups (RCC and TRON) Tech. Services Mgr Lewis Cheatham –Chair City of Greensboro – Guilford Metro911
Fire User GroupChief Gary McGee – ChairClimax Fire Department
GUILFORD METRO 911 BOARDS AND USER GROUPS
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Guilford Metro 911 2020 AnnualReport
Alamance Fire Department
Carelink of Cone Health Systems
City of Burlington Fire Department
City of Burlington General Government
City of Burlington Police Department
City of Greensboro Fire Department
City of Greensboro General Government
City of Greensboro Police Department
City of Thomasville
Climax Fire Department
Colfax Fire Department
Cone Health System
Drug Enforcement Agency (DEA)
East Coast Protective Services Inc.
Fire District 13, Inc.
Fire District 28, Inc.
Gibsonville Fire Department
Greensboro Transit Authority
Guilford County Animal Control
Guilford County Dive Team
Guilford County Emergency Services
Guilford County Facilities/General Services
Guilford County Fire Marshal
Guilford County General Government
Guilford County Hazmat
Guilford County Juvenile Detention
Guilford County Parks and Recreation
Guilford County Public Health/DSS
Guilford County Security
Guilford County Sheriff
Guilford County Transportation
Guil-Rand Fire Department
GTCC Fire Curriculum
GTCC Fire Station 99
GTCC Police
High Point Regional Hospital
High Point University
Julian Fire Department
Kimesville Fire Department
McLeansville Fire Department
Mt Hope Fire Department
National Park Service
NC A & T University
NC Department of Transportation
Northeast Fire Department
Oak Ridge Fire Department
Piedmont Triad Airport Authority
Piedmont Triad Ambulance & Rescue
Pinecroft Sedgefield Fire Department
Pleasant Garden Fire Department
Southeast Fire Department
Stokesdale Fire Department
Summerfield Fire Department
University of NC - Greensboro
Whitsett Fire Department
AGENCIES WE SERVE
7
NC DMV License & Theft Bureau
NC Forestry Service
NC Criminal Investigations Division
NC Department of Probation and Parole
NC Dept. of Public Safety
NC State Highway Patrol
NC Office of Emergency Medical Services
NC Office of State Fire Marshal
NC State Parks
Randolph County
Reeds Fire Department
Rockingham County
State Bureau of Investigation (SBI)
Stokes County
Thomasville Rescue
Town of Kernersville
Triad Regional Advisory Committee
Tyro Fire Department
US Courts-Probation and Parole
US Marshal Middle District
Wake County
Wake Forest Baptist Medical Center
Wallburg Fire & Rescue
Winston-Salem/Forsyth County
US Secret Service (USSS)
Urban Search & Rescue (USAR)
Guilford Metro 911 2020 AnnualReport
Alamance County
Alcohol Law Enforcement (ALE)
Alcohol, Tobacco, and Firearms (ATF)
Caswell County
City of Archdale
City of Durham
City of Fayetteville
City of High Point Fire Department
City of High Point General
Government
City of High Point Police
City of Salisbury
City of Thomasville
Denton Fire Department
Davidson County
Elon Police
Elon University
Federal Bureau of Investigation (FBI)
Gibsonville Police
Hasty Fire Department
Healing Springs Fire Department
High Point University
Horneytown Fire Department
Lexington Police
Lexington Fire
Mecklenburg EMS
Midway Fire & Rescue
AGENCIES WITH INTEROPERABILITY
8
The Administration Division, with 5 full-time employees, creates and manages the department goals and objectives. The division provides executive management for Guilford Metro Emergency Communications, Public Safety IT, and Technical Services divisions, including day-to-day management, project oversight, planning, and personnel management.
Administration staff is also responsible for managing and monitoring the department’s budget of $18 million dollars, including GeneralFund expenses, grant money, and revenue.
The Administration Division keeps the department informed of federal and state legislatures affecting 911 service delivery.
This division also oversees the Training and Quality Assurance Section, which is responsible for training all new Emergency Communications employees through an in-house Rookie School and providing continuing in-service training to all existing employees. The Training and Quality Assurance Section also randomly reviews calls to ensure the highest quality of service to the public and compliance with all standards regarding the call intake and dispatch process, along with public education and 911 outreach.
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Guilford Metro 911 2020 AnnualReport
TRAINING AND QUALITYASSURANCESECTION
The Quality Assurance/Training Section has a QA/Training Administrator, two (2) Emergency Communication Training Specialist , and a part-time roster employee. Altogether, the team has 80+ years of experience in the 911 and public safety system.
Credentials held by the QA/Training Team include but not limited to the following:
EMD, EFD, EPD certifications
EMD-Q, EFD-Q, EPD-Q (Quality Assurance)
Division of Criminal Information (DCI) and DCI Instructor
CPR and CPR Instructor
Emergency Telecommunicator (ETC) and ETC-Instructor
General Instructor Certification
APCO CTO Version 5 and APCO CTO Version 5 Instructor
FEMA – 100, 200, 700
Guilford Metro 911’s training curriculum meets the APCO ANS 3.103.2-2015: Minimum Training Standards for Public Safety for Public Safety Telecommunicators and is designated to carry “APCO International’s Agency Training Program Certification”. This certification validates the agency’s training curriculum to ensure it provides trainees with both the required content and focuses on the demonstration of decision and psychomotor skills cited within the standards.
GM911 is a 911 Call Center Partner with the National Center for Missing & Exploited Children (NCMEC) since 2012. The National Center for Missing & Exploited Children® is the leading nonprofit organization in the U.S. working with law enforcement, families and the professionals who serve them on issues related to missing and sexually exploited children.
10
Guilford Metro 911 2020 AnnualReport 11
The Quality Assurance/Training Section is responsible for compiling and maintaining documentation to
meet the 911 communication requirements for the following:
EMD/EFD Accredited Center of Excellence (ACE)
APCO ANS 3.103.2-2015 – Training Standards for Public Safety Telecommunicators
Division of Criminal Information (DCI) – Service Agreements and Compliance
Commission on Accreditation for Law Enforcement Agencies (CALEA), for (Greensboro Police and
Guilford County Sheriff’s Office)
Commission on Accreditation of Ambulance Services (CAAS), for Guilford County EMS
Insurance Services Office (ISO) for Greensboro City Fire and Guilford County Fire
This section is responsible for the training of all new Emergency Communications employees through an in-
house Rookie School, and providing continuing education on a monthly basis to all existing Emergency
Communications employees. In 2020, GM911 conducted one Rookie School with seven Emergency
Communications Specialists. Although, in-person training was limited in 2020 due to the COVID19 Pandemic,
GM911 employees received, as a whole, approximately 6,025 training hours.
Training hours accrue through In-Service Training, Rookie School, Multimedia Education, Local Administrative
Meetings, State and National Conferences, as well as on-the-job training.
Training in 2020 included, but was not limited to, the following:
Rookie School:
International Academy of Emergency Dispatch Courses: Emergency Telecommunicator Course (ETC),
Emergency Police Dispatch (EPD), Emergency Fire Dispatch (EFD), Emergency Medical Dispatch (EMD),
Cardiopulmonary Resuscitation (CPR), and Division of Criminal Information (DCI).
Additional training taught in-house or by other sources:
On-the-Job Training, Protocol updates and review (EMD, EPD, and EFD). TDD&TTY Operations and Text
Translation, Wellness/Fitness, and HR updates. Computer Aided Dispatch (CAD), Leadership and Professional
Development, CPR, Crisis Intervention, Geography, National Center for Missing and Exploited Children
(NCMEC), Customer Service, Fielding Multiple Calls for the Same Event, and Emerging Infectious Disease
Surveillance (EIDS) Tool for Coronavirus.
Guilford Metro 911 2020 AnnualReport
The QA/Training Section is the point of contact for Agency, DSS, and Public Information Requests. Preparing requests expends approximately 50-60 hours per month:
12
6,065
5,558
5,300 5,400 5,500 5,600 5,700 5,800 5,900 6,000 6,100 6,200
2020
2019
Requests 2019/2020
0
5,000
10,000
15,000
20,000
25,000
1
3,7011,598
21,020
884 766
328
1,337 12
Number of Requests by Type
DSS Public (Attorney/Citizen/Media) Documents reviewed/redacted
Redacted Phone Calls Agency (Law, EMS, Fire) Radio Traffic
Unredacted Phone Calls Subpoenas
Guilford Metro 911 2020 AnnualReport 13
2020 Annual Training Information
Guilford Metro 911 is an Accredited Center of Excellence (ACE) in two call-take disciplines through the International Academies of Emergency Dispatch (IAED). Emergency Fire Dispatch (EFD) was achieved in 2009 and Emergency Medical Dispatch (EMD) in 2010.
An accredited agency must meet and maintain Twenty Points of Accreditation. The 20 points range from maintaining monthly compliance levels set by the International Academy of Emergency Dispatch, to providing ongoing continuing dispatch education, and oversight committee participation, which provides guidance and approval of policies and procedures.
The Quality Assurance/Training Team must randomly audit 3% of the annual call volume for medical calls on a monthly basis and 12 fire calls per week. The center must maintain at a minimum, overall quarterly compliance levels as indicated below:
Emergency Communication Specialists receive feedback on a monthly basis. The reporting and feedback process is a crucial part of the Quality Assurance/Quality Improvement program, as it helps to enrich the services GM911 provides to the citizens and agencies in which we serve.
COMPLIANCE LEVELS 2020
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64%
24%
4%
2% 6%
EMD 2020
High Compliance Compliant
Partial Compliance Low Compliance
Non-Compliant
74%
19%
3%1% 3%
EFD 2020
High Compliance Compliant
Partial Compliance Low Compliance
Non-Compliant
52%
31%
10%
3%4%
EPD 2020
High Compliance Compliant
Partial Compliance Low Compliance
Non-Compliant
GM911 implemented Emergency Police
Dispatch (EPD) Protocols to process Law
Enforcement calls in 2018.
The QA team conducts random law call reviews
using ACE standards in all categories with the
exception of auditing 3% of the annual call
volume. Currently the QA/Training Section does
not have enough staff members to meet and
maintain this particular ACE requirement for the
EPD discipline.
Guilford Metro 911 2020 AnnualReport
PUBLIC RELATIONS
Guilford Metro 911 is dedicated to fostering strong relationships throughout the community, as well as educating the general public about 911, our organization, and other public safety topics. Through the Red E. Fox program and other outreach efforts at local schools and youth centers, GM911 staff teaches the importance of 911 to area youth. Department members from all divisions participate in various public relations events and gatherings throughout the year. This allows for members of the community, local businesses, and partner agencies to fortify bonds with GM911 in ways that cannot be achieved through other means.
2020 Public Relations Events
RACE Meetings with Moses Cone HospitalGMA MeetingsNorthern Guilford High School Public Safety ProgramGPD Chief Swearing-In Ceremony911 Goes to WashingtonCity of Greensboro Blackout Tuesday ZoomCity of Greensboro Racial Inequities in the Workplace ZoomCity of Greensboro Success and Personal Adversity ZoomIT Is For Girls CampWho Makes Up the Latino Community ZoomNOTE: GM911 participated in no PR Events in April, May, July, September, and November due to COVID-19
GM911 depends on feedback from both agencies and citizens in order to provide the best customer service in the community. We view all feedback as an opportunity for growth and evolution as a department. The tables below show a comparison of the last two years of feedback.
Commendations 2020 2019
Citizen 12 20
Other Agencies 19 20
Internal 65 35
Total 96 75
Complaints 2020 2019
Citizen 4 5
Other Agencies 31 30
Total 35 35
Founded 31 27
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Tours
o 22 Tours
o 29 Attendees
o NOTE: GM911 did not have any tours in April, May, July, Aug, September, October,
November due to COVID-19
In the event of a natural or man-made disaster, or during maintenance and upgrades, Emergency Communications employees can evacuate the Justice site and continue operations at the fully equipped backup center. GM911 has the ability for the two sites to seamlessly operate as a 44 position center or as two completely separate sites in case of disaster.
Justice Complex Primary PSAP
Meadowood Site Backup PSAP
Guilford Metro 911 Emergency Communications is a consolidated 911 Public Safety Answering Point (PSAP) serving all of Greensboro and Guilford County. The Communications Center maintains trained staff to process calls for service without prejudice and using all available resources. This division provides citizen support by answering calls for service for emergencies and non-emergencies on a 24-hour basis
During the course of the last year, the Emergency Communications Division processed 704,357 calls.
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Guilford Metro 911 2020 AnnualReport
The NC 911 Board utilizes the Emergency Call Tracking System (ECaTS), a statewide reporting systemfor the 911 industry. The ECaTS call answering reports have consistently shown GM911 as a top leaderin the state on answering 99% of calls within 10 seconds.
2020 2019 % of change
911 Calls Received 324,493 330,354 1.8% decrease
10 Digit Calls Received 194,392 210,991 7.9% decrease
Outgoing Calls 185,472 107,550 42% increase
Total Telephone Transactions 704,357 649,095 7.8% increase
General Telephone Statistics 2020 2019 % of change
Monthly average of 911 calls received 27,041 27,530 1.8% decrease
Daily average of 911 calls received 889 905 1.8% decrease
Monthly average of Wireless 911 calls received 22,448 22,184 1.2% increase
Monthly average of Residential 911 calls received 649 718 9.6% decrease
Monthly average of Business 911 calls received 906 1,208 25% decrease
Monthly average of Abandoned 911 calls received 522 1,347 61.2% decrease
Monthly average of VOIP 911 calls received 2,577 2,612 1.3% decrease
Monthly average of TTY/TDD/Text-to-911calls 172 60 65.1% increase
TELEPHONE STATISTICS
We experienced a decrease in the number of landline 911 calls. Our 911 wireless calls have increased from 80.74% to 83% of our call volume this year. The center experienced a significant decrease in abandoned calls.
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Guilford Metro 911 2020 AnnualReport
Agency2020
Total Calls2019
Total Calls% ofChange
EMS 83,614 86,178 3% decrease
Guilford Co. Fire 13,965 15,826 11.8% decrease
Guilford Co.Sheriff 62,708 70,041 10.5% decrease
Greensboro Fire 32,661 40,516 19.4% decrease
Greensboro Police 203,717 213,354 4.5% decrease
Grand Total 396,665 425,915 6.9% decrease
GM911 Emergency Communications dispatches EMS calls for all of Guilford County. Our center provides 911 dispatch and radio services for other cities, towns, and unincorporated areas in Guilford County, excluding the City of High Point. GM911 experienced an overall decrease in calls for service, with a great percentage of those being Guilford County Fire and Greensboro City Fire calls, due to their response plan changes for the COVID-19 Virus.
DISPATCH STATISTICS
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The actual staffing of the Emergency Communications Division in 2020 was 80 EmergencyCommunications Specialists (ECS). The authorized ECS staffing was 92 positions, includingsupervisors. The average vacancy per month for this year was 8 ECS positions. Seven newEmergency Communications Specialists were hired in 2020.
In 2020, twelve Emergency Communications Specialists resigned. We have ended the calendaryear with twelve vacancies.
Guilford Metro 911 2020 AnnualReport
Calendar YearAuthorized
StrengthResignations/ Terminations
% of Turnover
Experience GreaterThan
1 Year
2016 93* 11 11.83 8
2017 93* 19 20.43 15
2018 93* 4 4.3 4
2019 93* 4 4.3 4
2020 93* 12 13.9 8
* Includes Operations Manager position
EMERGENCY COMMUNICATIONS STAFFING
19
The Public Safety Information Technology (PSIT) division is responsible for research and
data analysis for multiple City and County departments. PSIT also manages special
projects and the acquisition, maintenance, and operation of all hardware and software
supporting the operations of Guilford Metro 911, Greensboro Police and Fire
departments, and an array of networks and computer systems, with the exception of
the radio system. Technologies supported by PSIT include the Computer Aided Dispatch
(CAD), 911 phones, recording system, Windows Servers, Linux Servers, Mobile
Communications Terminals (MCT) and Records Management Systems (RMS), as well as
connectivity for external agencies. PSIT also supports and maintains the GM911
website, security cameras, cellular telephony, data replication and disaster recovery
solutions, and NetMotion Mobility servers. Geographic Information Systems (GIS) and
Master Street Address Guide (MSAG) maintenance is also an essential function PSIT
provides for GM911 and other agencies.
2020 was a difficult year for IT departments throughout the world. In March, many local
governments established lockdowns throughout cities across the country with an
unprecedented number of people suddenly being forced to work remotely. A limited
number of Public Safety personnel had the means to work remotely, however, a large
portion were not equipped. PSIT staff made a tremendous effort to quickly supply
qualifying Public Safety personnel with the equipment and software needed to work
remotely. The efforts of PSIT were successful and all public safety agencies were able to
operate during the initial lockdowns and beyond. Since March of 2020, PSIT has
replaced desktop PCs with laptops, supplied microphones and cameras to personnel,
trained and assisted with Zoom and Microsoft Teams meetings, and expanded VPN
connectivity. Additionally, the impact of the pandemic has been significant across all
departments and PSIT is no exception. Operating in a work-from-home/onsite scenario
between quarantines and bouts with COVID, PSIT has managed to adequately support
all public safety agencies thus far in the pandemic.
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Guilford Metro 911 2020 AnnualReport 21
2020 Highlights
US Digital Designs Phoenix G2 Station Alerting
TrackIt Help Desk system for Police IT
Workforce Telestaff implementation
Priority Dispatch upgrades
Crowdstrike security software implementation
Implemented remote work capabilities for eligible staff at Fire, Police, and 911
Zerto Disaster Recovery upgrade
Police District 2 move to new facility
Implementation of new Windows file server to replace aging Synology storage
Replacement of aging DIMS server utilized by Police and Fire
Windows 10 upgrades from end-of-life versions to supported versions
Implementation of EIDS tool for COVID screening prior to arrival of responding agencies
TrackIt Help Desk system for Fire Logistics
IA Pro software suite upgraded
Wireless bridge replacement to GM911 auxiliary lot
Future Projects
Gunshot detection platform for Police
Asset Management platform implementation
License Plate Reader system for Police
Camera system upgrade for Police personnel at Swing Rd. and Soabar St.
RapidSOS CAD integration
Next Generation 911 enhancements and integration
Fire server migrations
SCCM endpoint implementations
Radio console upgrades
System uptime is critical for the 24/7/365 emergency operations center. PSIT strives for high availability,
steady performance, and data integrity. Excluding planned downtime, GM911’s CAD and Phone systems
uptime did not fall below 99.99% for 2020.
0
50
100
1ST QUARTER 2ND QUARTER 3RD QUARTER 4TH QUARTER
System Uptime Percentage
Help Desk/Work OrdersIn addition to project completion and equipment rollout, in 2020, PSIT completed well over 7000 work orders from internal and external users, with many being completed within 24 hours of submission.
GM911/Fire Closed Tickets for 2020:
GPD Closed Tickets for 2020:
*PSIT at GPD went Live with TrackIt Help Desk in 2020. Additional 374 ticketswere closed prior to going Live*
Guilford Metro 911 2020 AnnualReport 22
Guilford Metro 911 2020 AnnualReport
GIS
Internally, the PSIT division has GIS staff that is responsible for updating geographic information for
emergency and non-emergency responses. This data is crucial in helping to identify a caller's location and
recommending the proper response by specific agencies. This key component drives our CAD system and
allows for responders to navigate efficiently to emergencies. PSIT staff works with various agencies to
ensure that we have as current and accurate information as possible. In 2020, GIS staff made the following
significant changes:
Annexations – 39
Street Segment Additions – 667
Street Segment Edits – 32,579
Address Point Additions/Edits – 21,409
Polygon Edits – 3,904
Map Updates – 15
23
The Technical Services Division of Guilford Metro 911 operates a full-service, customer owned and maintained (COAM) 800 MHz Trunked wireless radio system. We also program, support, and offer accessories for subscriber equipment.
The division strives to provide excellent customer service by producing professional results in our maintenance, repair, and programming of our radio system and end-user subscriber equipment for voice, data, emergency, and non-emergency communications.
We also provide consultation, order processing, and project management for our customers to help them best meet their needs in communications. T
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2020 was another busy year with continued installation and configuration of the P25 core and site network. System 7.17 version hardware and software optimizations and enhancements were continually performed, which are required to maximize the performance of these systems and keep the network functioning to specification. Continual software and security enhancements allow us to maintain a state of the art communications system that is both secure and robust enough to meet the needs of our public safety users. We also continued to attend national and state meetings, conferences, trainings, workshops for NC Emergency Management, FIRSTNET, APCO, NENA, MTUG, NCSIEC, NCFIRSTECH and other organizations. With the Covid19 pandemic, most of these meetings were held virtually this past year.
This year marks the end of our Migration Assurance Plan (MAP) as we finished up our final MAP project which was our Southeast tower site. The Southeast tower site has greatly enhanced our system coverage in that corner of the county and into Alamance County. Through our MAP project we have been able to fully upgrade our system to the latest industry standards of P25 compliance, increase our system RF coverage throughout the county with additional RF and data tower sites, upgrade our system security levels to fend against network attacks, enhance audio quality and strengthen the redundancy of the system.
Our users consist mainly of public safety and public works agencies on the local, state, and federal levels throughout the cities of Greensboro, High Point, Thomasville, Burlington and Winston Salem that encompasses Guilford, Alamance, Davidson, Randolph and Forsyth Counties.
Guilford Metro 911 2020 AnnualReport 25
A&T Unv., 84
Burlington, 488
Carelink , 35
Cone Health, 42DEA, 60
Greensboro, 2,736
GTCC, 79
Guilford County, 2,342
High Point Reg. Hosp., 3
High Point Unv., 104
NCDOT, 71
NPS, 18
PTAA, 62PTAR, 56
Thomasville, 331 UNCG, 85
Guilford Metro 911 2020 AnnualReport26
The Technical Services Division delivers ongoing management and assistance with projects and daily
operations to both internal and external customers. Outstanding customer service and efficiency is always at
the top of the priority list for our division. Below are just some of the completed projects for 2020, as well as a
few of our future projects.
2020 Projects
• Collaboration with USDD for the installation of the new Fire Alerting System that utilizes our house set
setup for automated alerting redundancy for the entire City of Greensboro Fire Dept.
• Completion of our new Southeast tower site on Dusty Road in Liberty
• Continued radio codeplug building and programming for changes to the High Point and Thomasville
Radio Systems to maintain interoperability
• Continued alignment and optimization of radios to manufacturer specifications for safety and
optimum performance
• MCM database upgrades
• Procurement of the latest software platform for our MCM database (Motiondeck)
• Genesis database upgrades
• Continued agreement with Motorola for system maintenance and SUA
• Continued maintenance of the City of Thomasville’s public safety and non-public safety radio system
and radio units
• Setup of several additional talk group patches for direct communications for surrounding agencies
• Allowance and setup of backup talk groups to support the City of High Point in the event that their
radio system fails
• Setup and configuration of units for Graham Police and Graham Fire in anticipation of them joining our
system January 2021
• Setup and configuration of units for Alamance Community College in anticipation of interoperability
with our system users January 2021
• Procurement of new microwave backhaul for our five older tower sites
• Co-location of North Carolina VIPER radio system at our Triad Park tower site
Future Projects
• Adding customers to GM911 Regional Network
• Upgrading our MCM database to Motiondeck
• GPS location services for radios
• Genesis Database Upgrades
• Ability to connect our P25 system to other P25 systems
• Public Safety Grade Wireless LTE Data (FIRSTNET)
• Continued Radio Codeplug Building and Programming for users to maintain interoperability
• Continue to Install modern security camera systems at tower sites
• Continue pursuit of Radio Management System to move toward wireless radio programming
• Continued alignment and optimization of field radios to manufacturer specification for optimum
performance and user safety
• Training to assist with ever changing R56 standards compliance
• Update Conventional backup Repeaters to a new platform
• Upgrade our five older tower sites to newer microwave backhaul
• Replace current console dispatching equipment with the latest technology (MCC 7500E)
• Continue support for the City of Thomasville’s radio system’s maintenance and subscriber
alignments for optimum performance and user safety
• System upgrade from 7.17 to A2020 platform
Guilford Metro 911 2020 Annual Report 27
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Guilford Metro 911 prides itself on being able to support the community and provide asafer place for citizens to live, work, and enjoy. Employees are recognized throughout theyear for their hard work and dedication to service and community. Without their supportand diligence, the department would not be what it is — a center of excellence.
Guilford Metro 911 2020 AnnualReport
Telecommunicatorof the Year
Nicole Childress
Rookieof the Year
Leslie Rhodes
Support Personof the Year
Steven Harvell
Master Telecommunicator Achievement Award
Jeri Phillips
Michael Huntoon
ACE Award
Nicole Childress – EFD, EPDPaige Cummings – EFD, EPD
Kellie Zimmerman – EFD, EPDTracye Hall – EMD
Michael Taylor – EPDGregory Cobb – EFD
Kristina Shaver – EPDMichael Justin Davis – EFD
Breana Edwards – EPDRay Kivett – EFD
Chris Champagne – EMDCharlena Hogue – EPD
Jennifer Batson – EFD, EPDCheryl Hodges – EFD
Alexandra Carroll – EPDCasey Grant – EPD
Corrie Wagoner – EFD, EPDJames Gemperline – EPDJustin Jones – EFD, EMD
Shanice Scott – EFD, EPDJustin Sugalski – EPD
Yolanda Graham – EPDChristina Miller – EPDMichelle Miller – EPD
Mindy Medford – EMDMisty Ritchie – EFD
Evelyn Kabler – EFD, EPDJeri Phillips – EFD, EPD
John Fanning – EPDKenya Kitchel – EPD
Kimberly Williams – EMD
2020 Life Saving Awards
Bernadette Ngetich – x4Robin Grassi – x3Dana Hall – x3Jennifer BatsonWilliam DanielRobin ManessBreanna Edwards – x2Jessica Eason – x3Stay WallaceKellie ZimmermanAshley HandTammy MatherlyJames GemperlineKristina ShaverCassie Jobe – x2Michael HuntoonJeffery HarrisonJanecia Harris – x4Sheila MayoMichael Justin DavisChris ChampagneHeather LeQuireJames GreerAlina SimmonsLeslie RhodesKenya KitchelGregory CobbCorrie WagonerAngela MitchellBobby WestmorelandPaige CummingsSunserey WilsonCindy LittleCasey Grant
Performance Standard Awards
EMD
James Gemperline
EFD
James Gemperline
John Fanning
Kenya Kitchel
Kris Riley
Matthew Wall
2020 NATIONAL TELECOMMUNICATOR WEEK AWARD RECIPIENTS
AW
AR
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AN
D R
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NIT
ION
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For more information about Guilford Metro 911 and the material in this report, please contact our Administrative Office at 336-373-2933 or visit us at www.greensboro-nc.gov
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