The City of Cincinnati Emergency Communications Center (ECC) has earned one of the emergency dispatch industry’s highest honors, becoming the 41st Accredited Center of Excellence (ACE) in Emergency Police Dispatch (EPD). ACE status certifies that the agency meets or exceeds the highest industry standards and reinforces the confidence Cincinnatians place in the ECC when they call for help. 

The designation is awarded by the International Academies of Emergency Dispatch (IAED), the standard-setting organization for emergency dispatch services worldwide. IAED administers the protocol system by which the ECC handles calls for service. Centers who earn ACE status demonstrate an agency-wide commitment to rigorous quality assurance, data-driven performance management, and continuous improvement – principles the Cincinnati ECC embraces in its daily operations. 

By following IAED protocols, call-takers and dispatchers share critical information in real time with one another and with other first responders. Mastery of these protocols begins during training, where call-takers advance to independent call handling only after meeting established performance benchmarks that demonstrate proficiency and professionalism. ECC’s implementation of IAED protocols ensures accurate, relevant information reaches emergency personnel promptly, enabling first responders to arrive better prepared and helping keep everyone involved safe until assistance is on scene. 

IAED Accreditation is the culmination of a lengthy, arduous process that includes the completion of the 20 Points of Accreditation, an independent and detailed evaluation of performance by industry experts, and a final review and ruling by IAED. These 20 points include extensive documentation of processes and protocols, case review process evaluation for protocol adherence, methodology of quality assurance and improvement, and continuing education opportunities for dispatchers and call-takers. ECC places itself among the leading edge of emergency communications centers leveraging training, technology, improvement processes and an agency-wide commitment to public service that has resulted in accreditation. 

“Achieving ACE is not the end of our performance improvement journey; it is a symbol of how far we have come using the data-driven approach to performance improvement our City Administration is championing and how we continuously strive to find ways to better serve the City,” said ECC Director Bill Vedra. “Cincinnatians should be confident that when they call us, we will get them the right help at the right time no matter what emergency they face.” 

ECC has strived for ACE status since fully adopting IAED’s protocols in 2023. The agency becomes only the 2nd IAED-Accredited center in Ohio and the only EPD ACE in Ohio, Indiana, Kentucky, Michigan, or Pennsylvania. As a team effort, this recognition demonstrates the dedication of our call-takers, dispatchers, quality assurance unit, supporting staff and supervisors that reinforce a culture of improvement and service to the City. 

Accreditation is valid for a three-year period, during which all standards must be upheld, and quarterly reports must be submitted to IAED and independent reviewers. Emergency communication centers can earn multiple accreditations—one for each emergency discipline. ECC is actively pursuing accreditation in medical dispatch and fire dispatch.  

Over 3,500 emergency communication centers worldwide use the medical, fire, and police protocols developed and maintained by the IAED. The protocol-based system, known as the Priority Dispatch System, is recognized as the standard of care and practice for emergency dispatch, and is used in 46 countries. By becoming just the 41st ACE in police dispatch, the Cincinnati Emergency Communications Center distinguishes itself in the industry for its approach to training, performance improvement, and public service to the City of Cincinnati.  

“Accreditation is truly a pinnacle achievement”, said Christof Chwojka, Accreditation Board Chair at IAED. “We applaud the dedicated call-takers, dispatchers, and leadership team at the Cincinnati Emergency Communications Center 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.”