Guilford Metro 911 Executive Director Melanie Jones will now have a new feather in her cap: Jones was named as the new president of the National Emergency Number Association.

The organization made the selection at its national conference in Orlando, Florida just before the July Fourth holiday.

Jones has a great deal of experience handling and overseeing emergency response calls. A long-time veteran of 911 operations in North Carolina, she’ll now lead the organization that consists of over 22,000 members, with a stated mission of advancing the association’s efforts to improve 911 operations across the country using research-based development standards, as well as exploring new training, education, outreach and advocacy efforts.

Upon accepting the position earlier this week at the Orlando conference, Jones issued a challenge to her fellow 911 professionals.

She told them, “Be the reason people trust 911. I want that trust between 911 and the public to be rock solid. When an individual dials 911, you are at the other end of the line. You are the trusted voice of help when help is needed the most.”

Jones has three and a half decades of public safety experience and she has served in several positions during her career in the emergency response communications field – as a 911 operator, a shift supervisor and an operations manager.

 Guilford Metro 911 is one of North Carolina’s largest consolidated centers.  In 2023, the center handled over 725,000 telephone transactions, roughly 400,000 dispatches and about 2.5 million radio transmissions.

Assistant Greensboro City Manager Trey Davis said this reflected well on Guilford Metro 911.

“It’s rewarding to see Director Jones’ body of work recognized on the national stage,” Davis said after Jones’ selection to the position.  “The city looks forward to the opportunities this role will afford as she continues to advance 911 services for our community.”

Jones says she’s committed to ensuring that the National Emergency Number Association continues to lead on the issues that matter most within the emergency response community, including the following:

  • Advocating for Next Generation 911 funding
  • Reclassifying telecommunicators as being in a protective service occupation
  • Furthering diversity, equity, and inclusion
  • Improving wellness for those in the 911 field
  • Addressing the current 911 staffing crisis

Guilford Metro 911 is a joint 911 “Public Safety Answering Point” that handles calls for all of Greensboro and Guilford County.

It has about 130 employees, and the agency operates in 12-hour shifts. The call center is responsible for answering and processing all 911 calls for assistance, as well as for dispatching all law enforcement, fire service, emergency management, and emergency medical calls in Greensboro and Guilford County.