Local tri-county 9-1-1 operators receive international designation
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The calm voice on the other end of a 9-1-1 call is often the first lifeline in someone’s worst moment. In West Central Illinois, that lifeline is now being recognized among the best in the world.
The West Central Joint Emergency Telephone Systems Board (ETSB) has been named an Accredited Center of Excellence (ACE) for police dispatching by International Academies of Emergency Dispatch, becoming the 32nd Police ACE recipient worldwide. With the new designation, the Jacksonville-based center is now one of only two Tri-ACE agencies in Illinois—meaning it holds accreditation in medical, fire and police emergency dispatch.
For West Central Joint ETSB Director Phil McCarty, the award is less about plaques and more about the people behind the headsets.
“Becoming the second Tri-ACE agency within the State of Illinois reflects the dedication of our line-level staff who answer emergency calls every day and strive for excellence during the most challenging moments,” McCarty said. “This achievement highlights our agency’s commitment to excellence. It does not come without challenges, but is made possible through strong coordination within our center and close collaboration with our responders.”
Serving three counties, one mission
West Central Joint ETSB is a consolidated 9-1-1 authority serving Morgan, Greene and Calhoun counties. From its communications center in Jacksonville, the agency provides emergency dispatch services across nearly 1,400 square miles—an area that includes rural farmland, small towns and river communities—serving approximately 48,000 residents.
The center dispatches for 15 law enforcement agencies, 19 fire departments and eight ambulance services. Despite the wide geographic footprint, the operation itself is lean: 14 full-time employees and two administrative support staff coordinate responses around the clock. That scale makes the accreditation particularly significant.
Emergency communication centers seeking ACE status undergo an extensive evaluation process that includes completion of the IAED’s “20 Points of Accreditation,” detailed performance reviews by industry experts and a final review by the IAED Accreditation Board.
“Accreditation is truly a pinnacle achievement,” said Christof Chwojka, Accreditation Board Chair at IAED. “We applaud the dedicated calltakers, dispatchers and leadership team at West Central Joint ETSB 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.”
What ACE means
The IAED is widely recognized as the standard-setting organization for emergency dispatch services worldwide. More than 3,500 communication centers use its protocol-based system, known as the Priority Dispatch System™, across 46 countries.
Accreditation is considered the highest distinction available to emergency communication centers. It certifies that a center is performing at or above established industry standards and demonstrates strong oversight, rigorous quality assurance processes and a commitment to continuous, data-driven improvement.
Accreditation is valid for three years, during which standards must be maintained. Centers can earn separate accreditations for each discipline they handle—medical, fire, police and emergency nurse triage. Achieving all three major public safety disciplines—medical, fire and police—places West Central Joint ETSB in rare company statewide.
“First, first responders”
While police officers, firefighters and paramedics are often recognized publicly for their work, dispatchers are increasingly described as the “first, first responders.” They gather critical information, provide life-saving pre-arrival instructions and coordinate multi-agency responses—all before help arrives on scene.
In a region where emergency resources can be spread across miles of rural roads and small communities, precision and coordination matter.
For West Central Joint ETSB, the Tri-ACE designation signals to the community that the voice answering the phone has been trained, evaluated and certified to meet some of the highest standards in the world.
The agency will receive an official accreditation plaque commemorating the achievement. But for those working the consoles, the true measure of excellence comes one call at a time—often unseen, always essential.
