Assessment team to evaluate Houston County's 911 center next month

A two-member assessment team will be at Houston County's 911 center in early April to verify that the agency meets professional standards for national accreditation.

The center, under the helm of the Houston County Sheriff's Office, has been accredited by the Commission on Accreditation for Law Enforcement Agencies since 2010. The team will be on site April 2-6.

To maintain accreditation, the agency must comply with standards in four basic areas: policy and procedures, administration, operations and support services.

"We want to make sure that when the people of Houston County call 911, that they're getting the service that they deserve and the professionalism on the other end," said Capt. Ricky Harlowe, 911 center commander. "Here at the 911 center, ... we dot all of our i's and cross all of our t's because with our performance in our job, we deal with life-and-death situations."

The center maintains more than 200 files -- one for each accreditation standard, said Lt. Mikki Quinones, 911 center assistant commander. Half of the files already have been mailed to the assessors for review.

"When they get on site, they will review the remaining files and folders to check for our proofs to be sure that we're adhering to those standards, and then they will also do some tours, see how we're set up and do some observing of the 911 center itself," Quinones said.

The center is among about 50 E-911 call centers in the nation that have obtained the accreditation.

"This is strictly a voluntary process," Quinones said. "It's not something that we're mandated to do, but it is something that we do in efforts to be sure that we're performing at the top of our game. ... It helps us in all aspect of what we do."

About $3,000 is spent each year of the agency's annual $3.4 million budget to maintain the standards.

"It's a small amount to pay for the advice and the wisdom and the professionalism you receive," Harlowe said.

The accreditation review has been at three-year intervals in the past. The review will now be every four years.

After the last assessment, the 911 center changed companies that it uses to administer a psychological test required for potential 911 operators during the hiring review process. The new company's test was a better fit with the accrediting agency's standards, Quinones said.

To prepare for the assessment team, the center held a mock assessment late last year.

In addition to reviewing files and observing operations at the 911 center, the assessment team also wants to hear from the public. The team will take calls from the public from 1-3 p.m. April 4 at 478-923-7516.

"We realize people don't call 911 because they're involved in a pleasant situation," Quinones said. "But we would really like to encourage the public to call with their feedback."

Written comments also may be submitted to CALEA, 13575 Heathcote Blvd., Suite 320, Gainesville, VA, 22030-2215, or at www.calea.org.

This story was originally published March 20, 2016 at 9:41 PM with the headline "Assessment team to evaluate Houston County's 911 center next month ."