OnStar Achieves Rare Triple Accreditation in Police, Fire and Medical Dispatch

Since its launch in 1996, OnStar has transformed vehicle safety and security in unprecedented ways. Today, with a range of innovative safety technologies and services, OnStar and GM stand out not only for providing peace of mind to vehicle owners, but also for supporting public safety professionals.

In April of this year, OnStar made history by becoming the only private, non-911 entity to earn Triple Accreditation (Tri-ACE) for police, fire and medical dispatch from the International Academies of Emergency Dispatch (IAED). Achieving accreditation as an “ACE” (Accredited Center of Excellence) in any discipline requires meeting a stringent set of globally recognized best practices.

Ruby Hilton, Assistant Manager of OnStar’s Emergency Quality and Analytics, notes that OnStar is just the 26th Tri-ACE agency globally, joining 25 government agencies.

“Tri-ACE serves as a promise to OnStar callers that we will deliver the highest levels of care and professionalism, with a sense of urgency,” Hilton explains. “Reaching ACE in one discipline requires significant time, effort and resources, and we worked hard and are proud to have accomplished this across all three disciplines.”

The accreditation process involves meeting over 40 requirements per discipline, including the establishment of continuous education programs, performance improvement plans and quality calibration efforts.

The Meaning of Accreditation

OnStar's Triple Accreditation was achieved through the collaborative efforts of many professionals, including process writers, directors, quality experts and OnStar Emergency-Certified Advisors.¹

Kathy Sukus, OnStar Public Safety Engagement Leader, emphasizes that the IAED accreditation is voluntary and demonstrates OnStar’s commitment to excellence.

“This accreditation assures public safety agencies that OnStar trains its Emergency Advisors to the same high standards as Emergency Communications Centers,” Sukus says. “Calls received through Automatic Crash Notifications or red [Emergency] button presses are processed similarly to 911 calls using the IAED protocols.”

Since joining OnStar two years ago, Sukus has been impressed with the team’s dedication. “This level of training may not be standard for other companies in the industry, and OnStar’s commitment to training Advisors in police, fire and medical call-processing protocols, along with achieving accreditation, really speaks to their commitment to customers and the public safety community.”