Answering the call: The story of E911 in Porter County

In the heart of Northwest Indiana, Porter County’s E911 center stands as a quiet but powerful force that is always listening, always ready, and always answering the call. Under the leadership of E911 Director Debby Gunn and the active involvement of Jim Biggs, a 22-year veteran of public administration and current president of the Porter County Commissioners, the E911 system has become one of the most reliable, responsive, and community-driven communication centers in the state.

“Each year, the center handles more than roughly 200,000 emergency calls, and for the past 10 years, 98% of them have been answered in under 10 seconds. That far exceeds the national benchmark set by the National Emergency Number Association (NENA), which calls for 90% of calls to be answered in 15 seconds. Porter County’s center is not just meeting standards, it is setting them,” said Gunn.

The people behind the calls

Porter County’s E911 team is built on resilience, grit, and compassion. These professionals all go through a rigorous six to eight month training period that includes real-world simulations of how to respond to everything from traffic incidents, fires, floods, active shooters, bomb threats, assaults, and complex emergencies. Their preparation is as intense as the calls they answer, and many of the team have risen through the ranks, starting as dispatchers right inside this very center.

When the pressure hits, they don’t flinch. One notable day involved a blizzard, a newborn baby delivered over the phone, a high-profile arrest, and and a multi-story structure fire, all at the same time. In the midst of that chaos, an angry resident also called to report that “The post office hasn’t been here in three days.”

This is what it means to compartmentalize, to be gritty, to be a 911 professional.

More than a call center

Beyond emergencies, Porter County E911 has become a cornerstone of community engagement. You’ll find them supporting programs and attending events like Hilltop Neighborhood House, 500 Turkeys, Pumpkin Palooza, multiple Touch-a-Truck events, Downtown Valpo Trick-or-Treat, and local high school job fairs. Their presence is more than symbolic. It’s all about connection, trust, and visibility.

They’re not alone. Porter County E911 works in close partnership with all of the fire departments in the county, and they dispatch for both Porter County and Portage, including including both Porter County and Portage SWAT teams, both dive teams, Porter County Search and Rescue, Hazmat, Accident Reconstruction, Drone, K9, and LOSS (Local Outreach to Suicide Survivors) teams. They also serve as the regional bomb squad’s Explosive Ordnance Disposal (EOD) communication center, another sign of the expertise and trust placed in this team.

Technology that saves lives

Porter County was a charter member of the Rave system, and the first county in Indiana to adopt it. This powerful communication software includes Smart911 and Facility Profiles, both free to residents and local businesses, as well as Rave Panic Button, an alerting software used by all the schools throughout the county.

Smart911 profiles allow residents to upload critical information such as medical conditions, family members, or pets so when a call comes in, dispatchers are armed with vital context. The facility profiles and panic button tools help schools and organizations respond quickly in a crisis. These systems are so effective that they’ve been expanded across the county.

Ten years ago, the team also launched the Porter County Fair Wristband initiative, a simple but life-saving tool. These colorful wristbands help reunite lost children with their families. On average, six to eight kids are safely returned thanks to this effort each year. Six to eight kids have been safely returned thanks to this effort each year.

Excellence under pressure

Staffing is always a challenge. The center is fully staffed at 32 and is currently operating with 28, recruiting the best qualified to join this team. Their ability to stay sharp, focused, and connected is a testament to their professionalism.

“County leadership is actively evaluating new tools to support the center, including real-time language transcription and expanded training programs. Porter County is also unique in offering sit-alongs with dispatchers which are a powerful way to introduce the public and officials to the reality of emergency dispatch work,” said Biggs. 

First to respond

We often think of police, firefighters, and EMTs as the first responders, but in truth, the first call for help is answered by someone at the Porter County E911 center. That someone is trained, calm, and listening. They’re the calm in a crisis, the voice of reassurance, and the lifeline between emergency and response.

When you call for help in Porter County, you’re not just calling a dispatcher. You’re calling a professional. You’re calling a neighbor. You’re calling one of the best emergency communications teams in the nation, and they’ll answer – in under 10 seconds.