Jonesboro has Precision Under Pressure

(Photo provided)

(Editor’s Note: Each year, Arkansas Business partners with the Arkansas Municipal League to present the Trendsetter City awards, which recognize exceptional initiatives underway in municipalities across the state. Large, medium and small-sized cities were honored in six categories: Diversity and Inclusion; Education/Workforce Development; Infrastructure and Water; Public Works/Environmental and Green Management; Technology and Security; and Tourism Development/Creative Culture. Below is one winner’s story. For more, click here.)

Technology and Security
Winner • Over 20,000

The Challenge

Jonesboro’s 911 dispatchers were the first point of contact in medical emergencies, but they lacked a standardized process for gathering critical information or guiding callers through lifesaving procedures. Without structured protocols, communication between dispatchers, responders and callers could vary widely, creating confusion in high stress, time-sensitive situations. As the city’s population grew and emergency call volume rose — averaging 700 calls a day, according to city data — city officials saw the need for stronger training and accountability for emergency dispatchers to ensure every caller received consistently high-quality assistance.

The Solution

In July 2025, Jonesboro’s E-911 center implemented the Emergency Medical Dispatch program, partnering with the Association of Public Safety Communications Officials to provide nationally accredited training to every dispatcher on staff. Dispatchers received training on anatomy and physiology, chief complaint assessment, stress management and more, while learning to deliver precise instructions to callers for life-saving interventions. The city also integrated IntelliComm guidecard software, which provides prompts to dispatchers based on their current caller’s needs, and Cyracom software provides real-time interpreters for non-English speaking callers.

You’re a Life Saver

The EMD training has already helped to save three lives, as dispatchers were able to guide callers through CPR during the critical first moments of the patients’ distress.

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