Cobb County 911 center earns triple ACE accreditation, cites high call volume and staffing needs

Cobb County's emergency communications director, Melissa Alterio, said the county's 911 center recently achieved "triple ACE accreditation" from the International Academy of Emergency Dispatch, covering emergency medical, fire and police dispatch disciplines.

Alterio said the accreditation recognizes the center's quality-assurance processes, such as random call review and staff education. She described a program of continuous improvement: calls are audited and feedback provided to staff, who then receive targeted training.

Operational context: Alterio referenced high annual call volumes—she initially referenced "nearly 1,000,000" calls but clarified the center is "around 800,000" calls per year—and said the center is authorized for 160 staff positions while acknowledging vacancies remain. She described the center's "0 minute response" concept in which dispatchers provide instructions (for example, CPR or childbirth guidance) before responders arrive.

Recruiting and innovation: Alterio said Cobb's center hosts 911 staff from other jurisdictions seeking to learn about training and quality programs. She also said the center is piloting AI tools to improve role-playing in the training academy and streamline hiring and testing.

Why it matters: Accreditation signals adherence to recognized operational standards for emergency dispatch. High call volume combined with open positions indicates staffing pressures that could affect workload, response times or recruitment priorities; Alterio framed the center's efforts as proactive but did not provide specific hiring targets or timelines.

Next steps: Alterio encouraged recruitment, noting opportunities to join the center; she did not announce specific hiring dates, payroll figures, or grant funding during the interview.