New Hampshire 911 Earns 6th Re-Accreditation for Dispatch Excellence

CONCORD, New Hampshire – The New Hampshire Department of Safety, Division of Emergency Services and Communications (DESC) has been recognized by The International Academies of Emergency Dispatch® (IAED) as an Accredited Center of Excellence (ACE) for emergency medical dispatching for the sixth time in the Division’s history. DESC is the 30th Medical ACE in the world.

IAED is the standard-setting organization for emergency dispatch services worldwide. Accreditation (and subsequent re-accreditation) from the IAED is the highest distinction given to emergency communication centers, certifying that the center is performing at or above the established standards for the industry. Centers who earn ACE status are the embodiment of dispatch done right, and have demonstrated strong local oversight, rigorous quality processes, and a commitment to data-driven continuous improvement.

In 2022, the Division of Emergency Services and Communications answered 468,809 calls for emergencies all over the State of New Hampshire, of which 98.83% were answered within the first ten seconds of dialing.

“The Division of Emergency Services and Communications takes pride in offering one of the finest Enhanced 911 systems in the nation,” said Mark Doyle, Director of the Division of Emergency Services and Communications. “Our re-accreditation from the IAED is a testament to the hard work and dedication from everyone in our 911 call centers.”

“Accreditation is truly a pinnacle achievement”, said Christof Chwojka, Accreditation Board Chair at IAED. “We applaud the dedicated calltakers, dispatchers, and leadership team at DESC for their commitment to quality, and for meeting that high standard that few achieve. We know their community can count on these first, first responders to do an outstanding job.”

IAED will present DESC with an Accreditation plaque that commemorates their achievement. IAED Accreditation is the culmination of a lengthy, arduous process that includes the completion of the 20 Points of Accreditation, a detailed evaluation of performance by industry experts, and a final review and ruling by IAED. 

“This re-accreditation would not be possible without our Training and Quality Assurance Unit,” added Debbie Bray, DESC’s Chief of Operations. “They worked tirelessly to complete the rigorous 20-point process.”

"This process is undertaken by communications centers who desire to be the best of the best." explains Kim Rigden, Associate Director of Accreditation, IAED.  "Achieving ACE confirms it. DESC should be very proud of this achievement and the wonderful service they provide to the community and their emergency responders"

Over 3,500 emergency communication centers worldwide use the medical, fire, police, and emergency nurse triage protocols developed and maintained by the IAED. The protocol-based system—known as the Priority Dispatch System TM —is recognized as the standard of care and practice for emergency dispatch, and is used in 46 countries.