The Cincinnati Emergency Communications Center Reflects on a Week of Learning, Sharing, & Celebration. 

The City of Cincinnati Emergency Communications Center (ECC) attended the 2026 Navigator Conference, a premier convening for public safety telecommunicators dedicated to achieving excellence in every emergency. This annual conference is an opportunity for professional telecommunicators and public safety professionals to come together, share successes, and learn about the evolving landscape of emergency communications. 

International Accreditation and Recognition  

This year marked significant milestones for the ECC as the agency was recognized for achieving Accredited Center of Excellence (ACE) status through the International Academies of Emergency Dispatch (IAED). In 2026, ECC earned accreditation in both Emergency Police Dispatch (EPD) and Emergency Medical Dispatch (EMD) protocols, placing the agency among a select group of centers worldwide. 

Only 41 agencies globally hold EPD ACE accreditation, and rarer still are those who have achieved dual accreditation. Since fully adopting IAED protocols in 2023, ECC has worked towards accreditation across all three IAED disciplines. ECC received formal recognition during the opening ceremonies for these accomplishments and for the continuous improvement journey that has positioned the agency among global leaders in emergency communications.  

Highmark for Participation and Knowledge Sharing 

ECC also reached a new milestone in conference participation, sending its largest team to date and delivering eight presentations in breakout sessions, more than ever before. These sessions allowed staff to share practical insights, lessons learned, and proven strategies with peers across the industry. 

Presentation topics included: 

• Peer Employee Support Teams 

• Quality Assurance Program Structures and Best Practices 

• ECC’s Training Program from the Perspective of New Hires, Veteran Staff, and Trainers 

• Critical Thinking in Emergency Dispatch 

• Leadership Through Challenging Situations 

 

Peer Support 

Professional telecommunicators endure a great deal while on the job. As first responders, they are often the first to learn about an emergency and begin coordinating help for people experiencing some of the most difficult moments of their lives. Our ECC Peer Support Leaders spoke about the importance of creating strong structures and accessible resources that allow peer support teams to succeed. Supporting coworkers with care and compassion requires an intentional approach, and the team emphasized that tools such as peer-to-peer support apps and online resources can provide meaningful support, even for smaller agencies. 

For telecommunicators to effectively serve the public, they must also prioritize their own well-being. Peer support plays a critical role in encouraging resilience, strengthening relationships, and building pride within a communications center. 

Quality Assurance 

Quality assurance programs are essential to the success of an emergency communications center, providing valuable feedback at both the individual and agency levels to support continuous improvement. Members of our quality assurance team shared insights on fostering staff engagement through ongoing education, building a strong team-oriented culture around performance improvement, and rewarding progress rather than punitive responses to avoidable shortfalls. 

When performance is not measured accurately, inconsistencies arise in service delivery, directly affecting the quality of emergency response that citizens receive during critical moments. Empowering quality assurance staff to identify trends and collaborate with team members to improve performance helps elevate standards across the agency. Ultimately, this approach strengthens overall service delivery and contributes to a safer community. 

 Training 

Training remains a cornerstone of ECC’s success and has been instrumental in achieving its recent accreditations. Over the past several years, ECC’s training program has evolved to incorporate lessons learned and innovative practices that better prepare new telecommunicators for the demands of the role. 

At Navigator, ECC staff shared firsthand experiences and practical strategies for connecting with trainees and equipping them with the skills necessary for independent performance as 911 call-takers. Presentations also included recorded testimonials from both call-takers and trainers, offering perspectives from all sides of the training experience. Actively encouraging feedback from trainers, trainees, and call-takers after they complete training has led to a more meaningful and effective learning environment. When all voices involved in the training process are heard and valued, engagement and commitment to the program increase. ECC is proud to foster this kind of environment in its ongoing effort to strengthen and enhance its training program. 

​Looking Ahead 

ECC’s accomplishments at the 2026 Navigator Conference reflect the dedication and adaptability of its teams. While celebrating these achievements, the agency remains focused on continued growth and innovation across all areas, from training and quality assurance to employee support. 

Excellence in public safety telecommunications is an ongoing journey, ECC looks forward to building on this momentum while continuing to learn from and contribute to the broader emergency communications community. 

More information on Navigator can be found here: https://navigator.emergencydispatch.org/home  

For more information on IAED Accreditation, visit this posting announcing ECC’s Accreditation for Emergency Police Dispatch protocols: https://www.cincinnati-oh.gov/cityofcincinnati/news/ecc-earns-accreditation-for-police-dispatch-excellence/