Annual Report Message From the President

Dear IAED members, volunteers, and friends:

I extend my warm greetings and sincere thanks to each of you as we conclude another successful, memorable year.

It continually astounds me to see and hear about your dedicated efforts and passion for helping to move this industry forward. In your daily work, you interact with people who face life-and-death situations. Yet, you respond calmly, professionally, and with excellence. On behalf of everyone at the IAED, I commend you.

It’s customary to turn the page to a new year and reflect on accomplishments of the past. In 2018, we not only saw more growth, but we also saw changes—positive change that wouldn’t be possible or relevant without you.

The Academy now has more than 66,000 members, an increase of around 3,000 from last year. We now have a total of close to 110,000 certifications as well as more than 223,000 total members trained to date. The Academy has a presence in 46 countries and has a membership comprising 25 languages. These numbers are reflected in our NAVIGATOR conferences, held around the world in seven locations, as well as in our ACE program, which has swelled to 244 total agencies. We welcomed 45 new ACEs in 2018!

This past year, we rolled out the Supervisor Portal, which allows communication center leaders to track employees’ Continuing Dispatch Education progress and to assign courses. We also unveiled the Performance Standards 10th Edition, the Medical Transfer Protocols (MTPS), and Advanced SEND.

In addition, you’ve flocked to the College of Emergency Dispatch. We surpassed the 15,000-user mark, who have collectively completed more than 127,000 lessons. We’ve also increased our public outreach and public relations efforts, which have helped us develop key relationships and increased our visibility worldwide. Numerous television, newspaper, and online stories have mentioned or highlighted the Academy, the Protocols, and our members across the globe.

The list goes on and on, but you bring these accomplishments to life. Thank you for everything you do. Each one of you matters to us and plays a crucial role in the lives of many.

With gratitude,

Jerry Overton

Membership & Certifications


Total Current Membership


Total Current Certifications


Total Members Trained To Date

Accredited Centers Of Excellence




10 Tri-ACE


13 Police


36 Fire


193 Medical


  • Agencies who were in Hurricane Irma last year helped agencies prepare for Hurricane Florence this year. They shared policies, tips for helping staff that must stay at work for days, and snack ideas. It was an incredible demonstration of the community that is the ACE agencies. “I’m glad the storms [have passed] we have all survived are continuing to be helping hands for others.”
  • Race to ACE member-only Facebook Page with nearly 750
  • More than 25 agencies participating in the ACE mentor program
  • Start of ACE virtual study groups

New ACEs By Year

Current Tri-ACE Agencies

Alpharetta Department of Public Safety
Boone County Joint Communications
Fayetteville 911 Communications
Alpharetta Department of Public Safety
Alpharetta, Georgia
Boone County Joint Communications
Columbia, Missouri
Fayetteville 911 Communications
Forest Hill, Maryland
Harford County Department of Emergency Services
Johnston County E-9-1-1 Communications
Manatee County Emergency Communications Center
Harford County Department of Emergency Services
Forest Hill, Maryland
Johnston County E-9-1-1 Communications
Smithfield, North Carolina
Manatee County Emergency Communications Center
Bradenton, Florida
Salt Lake City 911 Communications Bureau
Salt Lake Valley Emergency Communications Center (VECC)
St. Cloud Communications
Salt Lake City 911 Communications Bureau
Salt Lake City, Utah
Salt Lake Valley Emergency Communications Center (VECC)
West Valley City, Utah
St. Cloud Communications
St. Cloud, Florida

Michael Strobl
Euro Dispatcher of the Year

Nikki McAuley
UK Dispatcher of the Year

Kelly Cayer
US Dispatcher of the Year

Margaret Dohrman
US Dispatcher of the Year

Held annually in the United States, United Kingdom, Ireland, and China, as well as in rotating locations in the Middle East, Australasia, Europe, and Asia, NAVIGATOR is a time for emergency response professionals from around the world to gather to share ideas and learn from one another and to socialize and celebrate together.

College Of Emergency Dispatch


Lessons completed


CDE hours earned





Most popular Target Lessons

  1. Correctly Using the ABDxT
  2. Obvious or Not
  3. Overcoming CPR Barriers

Most popular Journal Quizzes

  1. Take a Stab
  2. Response Now
  3. To Use or Not to Use

Most popular Podcasts

  1. You’ve Got Me Doing Emotional Labor
  2. Professor Popsicle Dives Again
  3. Bends in the Pipe

I cannot recommend it highly enough!

The College sees staff able to complete lessons in their own time. It reduces the overhead of a computer capable of running the Advancement Series CDs, saves costs on the CDs being sent (CDs are so last decade anyway!), and gets the member’s CDE hours credited immediately, directly to their online CDE record in the Member’s Area.

In addition to the Advancement Series, there are links directly to the Podcasts, shorter “target lessons” that each give 30 minutes of CDE credit.

Throw on top the fact that the Journal quizzes can be completed online, which not only saves paper, this sees the results straight into the CDE record as well. It reduces a huge administrative overhead on agencies, and time is money!

For me, the College has been one of the best innovations in many years. I don’t think it should be a case of “should we?” It would be a case of “why wouldn’t we?”

Mark Richards

EMD-Q/EFD-Q | National-Q | Board of Accreditation
Medical Council of Standards Member
Auckland Central, Auckland

Loai M. Ghazy Alrefa
ME Dispatcher of the Year

Natasha Ellis
ANZ Dispatcher of the Year

Nur Azwany Binti Aziz
Asia Dispatcher of the Year

Yue Weiqi
China Dispatcher of the Year

Translational Science

“Translational science” is all the work that goes into ensuring that research is put to use—that it actually goes out and serves the professionals, communities, and individuals it is intended to serve. That can mean anything from engaging more professionals in doing research, to actually “translating” scientific findings into more approachable forms.

Pre-Navigator Research Workshop

  • 16 attendees at 2018 Workshop
  • 3 returning “research mentors” from the previous workshop
  • 3 research posters presented and 3 papers published from the Workshop groups in AEDR

Dispatch in Depth Podcast

  • Dispatch in Depth is a podcast for emergency dispatchers that explores the science behind Priority Dispatch System Protocols and rules.
  • Has covered such subjects as artificial intelligence in emergency dispatch, emotional labor, and silent callers.
  • 20 episodes published this year

Annals of Emergency Dispatch & Response

  • Special 5th Anniversary edition!
  • Published 14 original research studies this year
  • Starting publishing 3 times/year

Research Briefs

  • Published in North American English, German, Italian, Dutch, and French
  • Distributed to all registered participants at U.S., UK, Australasia, and Euro NAVIGATOR conferences
  • Promoted and distributed at the annual conference for the International City and County Managers Association (IMCA)
  • Share with Utah Stroke Task Force, securing a seat on the task force based on IAED stroke research

IAED Newsletter

  • Distributed every Tuesday to more than 6,200 subscribers
  • Shares research, educational opportunities, and stories
  • Published 47 this year

2018 Milestones

With Standards 10, the IAED is introducing a strengths-based approach to case review feedback, intended to facilitate a more positive QA/QI process.

Learn more

In a bold response to recent catastrophes and countless other emergency events, Fire Priority Dispatch System v7.0 (Fire 7) includes six new Chief Complaint protocols unavailable in any other industry solution.

Learn more

Medical Transfer Protocol Suite

Medical Transfer Protocol Suite (MTPS™) streamlines the patient transfer process, guiding emergency dispatchers to identify the best transport vehicle, equipment, personnel and facility based on the patient’s condition.

Learn more

Advanced SEND

Designed to help answer calls for medical assistance from police—local law enforcement, sheriff, state police, highway patrol, security, military police or federal agents.

Learn more

Supervisor Portal

Designed specifically to save you time by ordering and paying for multiple certification exams online at the same time.

Learn more


12 Instructor Academies worldwide with 80 instructor candidates

8 Instructor Recertification Workshops worldwide recertifying 198 instructors

One IRW had 8 countries and 6 languages represented

Fun fact: Instructors spent 9,100 days on the road

“Being an IAED Instructor provided a validation and recognition that my efforts to be a competent emergency tele-communicator were worthwhile. It is easy to succumb to routine and become complacent. I never wanted stress or burnout to lower my standards or affect the students. Travelling and teaching, especially material that I enjoy, helps recharge my battery and keeps me fresh as an instructor and excited about providing a quality product (both on the road and at home).”

Kevin Pagenkop
National Q Lead Evaluator
Reno, Nevada, USA

International Accomplishments


Total current number of licensed agencies


Current number of countries with users


Number of in-house translators


Number of remote translators

Winners included

Baby deliveries


Infant CPR

Man on fire

House fire

Sinking vehicle


Call of the Week winner Michelle Raymond

While eight months pregnant herself, this Garfield County Emergency Communications Authority (Rifle, Colorado, USA) emergency dispatcher gave baby-delivery instructions to a couple that didn’t make it to the hospital. The baby was born without complications, and Raymond’s story was featured on local TV stations and in the newspapers. She even got recognition in regional and national publications.

“After the call, I did have overwhelming feelings of accomplishment and joy. I believe being pregnant and helping deliver a baby added to the emotion. I cried for at least 10 minutes while all of my co-workers gathered around. They were tears of pure bliss.”
— Michelle Raymond

Call of the Week winner Tennie Roberts

Grainger County Emergency Medical Services in Rutledge, Tennessee (USA)

Tennie Roberts gave a terrified mother CPR instructions for a 4-week-old baby. The infant survived, and later, mother and baby come to the dispatch center to meet Roberts. This story got air time on ABC National News.


IAED recognizes emergency dispatchers who have recently helped successfully deliver a baby. The Academy sends them a mug (pink for baby girls; blue for baby boys) and posts their pictures on social media.

“It’s fantastic to receive positive recognition for something so special, especially when you we deal with so much sadness, tragedy, and heartbreak on a day-to-day basis and very often being there for the worst day in people’s lives. It’s great being there for the best! What we do as a career is amazing, and I’m so proud of what I do.”

Claire Gilroy

Wellington Free Ambulance, New Zealand, Stork Club member


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