Arlington Launches New 911 Call Protocols for More Effective Response

Arlington VA – Arlington County is implementing the Priority Dispatch System (PDS) in the Emergency Communication Center (ECC) for emergency medical, fire and police call handling. This advanced dispatch protocol marks a significant step forward in ensuring efficient, high-quality, and consistent emergency response across various calls for service in the County. 

Developed by the International Academies of Emergency Dispatch® (IAED), the Priority Dispatch System provides standardized call-taking and response protocols that guide 9-1-1 telecommunicators through every type of emergency. These evidence-based protocols ensure that the right help is sent at the right time with the most appropriate resources.  

The Arlington County ECC will go live with the Medical and Fire Dispatch protocols this month, with plans to go live with Police Dispatch protocols in July.  

Arlington County Public Safety Telecommunicators (PSTs) have undergone extensive additional training during this transition and are ready to handle the more 80,000 calls that come in each year.  

“We’re proud to join the growing number of agencies nationwide using this gold-standard system,” said Jacob Saur, Emergency Communication Center Administrator. “An important thing for residents to remember is that as soon as the dispatcher has identified the location and main issue—what we call the Chief Complaint—help is being dispatched right away. Help is already on the way, so do not be worried as the dispatcher may continue with further questioning.”  

The new system enhances service in several ways: 

• Improved Response Efficiency: Emergency responders receive critical information faster and more accurately. 

• Consistent Call Handling: All callers receive the same high standard of care, regardless of the situation or dispatcher. 

• Life-Saving Pre-Arrival Instructions: Dispatchers can provide medically approved guidance over the phone before first responders arrive, including CPR, bleeding control, and childbirth support. 

• Better Resource Management: Calls are prioritized based on severity, helping reduce strain on emergency services and ensuring critical incidents get the fastest response. 

Residents are encouraged to remain calm and listen carefully when calling 9-1-1, as dispatchers follow structured questions to gather vital information quickly and safely. 

About Arlington County Department of Public Safety Communications and Emergency Management  

The Arlington County Department of Public Safety Communications and Emergency Management (DPSCEM) is dedicated to enhancing public safety and emergency preparedness through strategic communication, coordination, and community engagement. Our mission is to ensure the safety and well-being of all Arlington residents by preparing for, responding to, and recovering from emergencies.

Aisha Mbowe
AMbowe@arlingtonva.us
571-629-5254