Bureau Of Emergency Communications/911 Earns Elite Accreditation (Photo) - 04/06/26
The Portland Bureau of Emergency Communications (BOEC) has been designated as an Accredited Center of Excellence (ACE) in Emergency Medical Dispatch (EMD) through the International Academies of Emergency Dispatch (IAED). This prestigious recognition places BOEC among an elite group of 911 centers worldwide committed to delivering the highest standard of emergency response.
The ACE designation is a rare achievement. Fewer than 10 percent of the 4,200+ 911 agencies worldwide that use these protocols hold ACE status. It reflects exceptional adherence to standardized protocols, consistent quality assurance, and a demonstrated commitment to caring for the community. Despite not being previously accredited, BOEC has consistently provided excellent service to the community, handling approximately 600,000 emergency calls each year with professionalism, expertise, and care. Third-party accreditation confirms BOEC’s performance and dedication to excellence.
“This accreditation is a testament to the hard work and dedication of our team – from the frontline call takers and dispatchers to the supportive efforts of the quality assurance, training, and leadership teams,” said BOEC Interim Director Steve Mawdsley. “Even before achieving ACE status, our staff delivered outstanding service to our community, often under challenging circumstances. Accreditation now affirms what we’ve always known—that BOEC is among the best in the business.”
To be an ACE agency, BOEC had to meet 20 points of accreditation and undergo a rigorous process of aligning its operations with industry best practices, including implementing advanced medical protocols to ensure a consistent standard of care for every caller and patient. To maintain the designation, BOEC must report its performance quarterly and maintain the accredited performance level. “The award isn’t a ‘one and done.’ We have to continuously provide that high level of service to maintain accreditation,” Quality Assurance Manager Ryan DesJardins said. “This award demonstrates how much our dispatchers desire to provide the highest standard of care to our community. The entire bureau had to be in sync and focused on reaching that level of performance and be dedicated to remaining there.”
“This accreditation confirms that life-saving care begins the moment a 911 call is placed," said Multnomah County Health Officer Dr. Richard Bruno. "By adhering to these rigorous clinical standards, BOEC ensures our community members receive the highest level of evidence-based support during their most critical moments. This vital achievement strengthens our entire emergency medical system and will continue to save lives.”
“This milestone speaks to the dedication and resilience of the BOEC team, who work tirelessly to ensure the safety of our community. Portlanders can feel confident knowing their emergency calls are handled with the highest level of professionalism,” said City Administrator Raymond Lee.
“I am so proud of the BOEC team for achieving this milestone. What a privilege to witness theirs, and our community’s collective success, knowing that my roots go very deep in 911 and in BOEC,” said Deputy City Administrator for the Public Safety Service Area Bob Cozzie, who previously led BOEC.
BOEC’s achievement of accreditation represents a bright future for emergency communications in Portland. The bureau will continue its focus on innovation, training, and community-centered service to maintain its status as a leader in the 911 field and pursuing accreditation in fire and police disciplines.
