Guilford Metro 9-1-1 is a consolidated 9-1-1 Public Safety Answering Point (PSAP) serving all of Greensboro and Guilford County. There are 130 employees who are responsible for call intake and dispatch for medical calls throughout Guilford County, Greensboro and High Point, and for fire and law calls in Greensboro and Guilford County. The agencies we serve include Greensboro Police, Greensboro Fire, Guilford County EMS, Piedmont Triad Ambulance and Rescue, Guilford County Sheriff’s Office, and all of the Guilford County fire districts.
To learn more about Guilford Metro 9-1-1 jobs, visit this Web page.
GM 9-1-1 is organized into four divisions – Administration, which includes the training and quality assurance section, Emergency Communications, Technical Services and Support Services.
Administration is overseen by the department director Melanie Neal. Training and quality assurance, supervised by T. Mark Shepherd, is responsible for the training of all new Emergency Communications employees through an in-house Rookie School and providing continuing in-service training on a quarterly basis to all existing employees. This section also reviews on a monthly basis law, fire and EMS issues to ensure the highest quality of service to the public and compliance with all standards regarding the call intake and dispatch process. Training and quality assurance is also responsible for the majority of all public education and outreach regarding 9-1-1.
Emergency Communications personnel work 12-hour shifts to answer 9-1-1 and non-emergency calls 24 hours a day. These personnel are also responsible for the dispatch of all emergency responder field units. This division is managed by Christine Moore. To find out more about the training process for all Emergency Communications personnel, visit the Rookie School page.
The Technical Services Division of Guilford Metro 9-1-1 is responsible for the maintenance and infrastructure of its 800 MHz radio system, which is used to dispatch all of the agencies we serve. Under the direction of Lewis Cheatham, the Technical Services staff ensures that the radio system is available for timely dispatch of all public safety agencies in our jurisdiction.
The Support Services Division is responsible for the maintenance of all computer systems, servers, networks, software and phone systems required for GM 9-1-1 and is also tasked with many other large projects. These include coordinating renovations and upgrades to keep technology and building infrastructure current, applying for grants for various projects, and keeping the department informed of federal and state legislation affecting 9-1-1 service delivery. All calls for service from the public are entered into the Computer Aided Dispatch (CAD) software to speed delivery of public safety services to all residents of Greensboro and Guilford County. Glenn Lamb manages the Support Services Division, providing 24 hour support to the Emergency Communications Division.
For more detailed information, here is a list of contact numbers for GM 9-1-1, a complete organizational chart for the department and our most recent Annual Report.