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How “Time to Queue” Reflects the Speed of Care at SREC
When someone calls 911 for a medical emergency, every second carries weight. But what many people don’t realize is that help often begins moving before the call is even finished.
One of the key ways SREC measures this is through a metric called “time to queue.” This measures how long it takes from the moment a qualifying medical call is identified to when that call is actually dispatched to field responders.
At SREC, that average is just 31 seconds.
In practical terms, that means while a caller is still on the phone with a Communications Officer, answering critical questions and receiving life-saving instructions, first responders are already being sent.
It is not a step-by-step process. It is simultaneous.
A caller may be guided through CPR, bleeding control, or other urgent interventions, while behind the scenes, dispatchers are coordinating the fastest possible response. This ability to manage multiple priorities at once is a hallmark of high-performing emergency communications centers and is one of the performance measures tied to SREC’s ACE accreditation for excellence in emergency medical dispatch.
That 31-second average does not happen by chance. It reflects the training, focus, and coordination of a team that is prepared to act quickly and decisively during some of the most critical moments in a person’s life.
At the same time, SREC continues to look ahead for ways to improve even further.
Currently, fire agencies in Spokane County operate on a separate computer-aided dispatch (CAD) system from law enforcement and 911 call-taking. While strong coordination exists between systems, this separation can introduce small but meaningful delays in how information is shared and resources are deployed.
As part of SREC’s strategic plan, that is set to change.
In early 2027, SREC will launch a single, unified CAD system, bringing 911, law enforcement, and fire dispatch onto one platform for the first time in Spokane County history.
The goal is simple: remove barriers and reduce time wherever possible.
A unified system will allow information to move more seamlessly between call-takers and dispatchers, reduce the need for duplicate actions, and further streamline how emergency medical calls are processed and sent to responders. Even small efficiencies can translate into valuable seconds saved, especially in high-acuity medical situations where outcomes are closely tied to response time.
“Time to queue” is more than just a number. It is a reflection of how quickly a system can recognize a need, make decisions, and take action.
And at SREC, the focus remains clear. Continue improving, continue refining, and continue finding ways to get help moving faster when it matters most.
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