The Charleston County Emergency Communications Center (ECC) has implemented a new call triage system designed to improve efficiency and strengthen emergency response for both the public and first responders.
The system is being used exclusively for motor vehicle accident reporting and has been undergoing periodic testing since April 2026.
When multiple 911 calls are received within a half-mile radius over a 10-minute period, the new system responds as follows:
- The first call is answered and processed by a call taker as usual.
- Additional calls from the same area are routed through an automated voice system.
- Callers are asked to confirm that they are reporting a motor vehicle accident in that same area.
- If confirmed, callers are notified that 911 is aware of and responding to the situation.
- Callers with new or additional information are given the option to remain on the line to speak directly with a call taker.
By triaging duplicate calls related to the same incident, the system helps keep call takers available to respond more quickly to other emergencies happening across the county.
“While one visible emergency may prompt multiple 911 calls, other urgent situations can be unfolding at the same time,” said ECC Director Jim Lake. “This system allows us to manage high call volumes more effectively, ensuring that every call for help, no matter where it originates, can be answered as quickly as possible.”