Portland’s Bureau of Emergency Communications has drastically improved its 9-1-1 call times and medical response. Just a few years ago, the agency was short staffed and response times were far below national standards. But the efforts the Bureau has made have yielded dramatic results: it recently earned accreditation by the International Academy of Emergency Dispatch, which put it in the top 10 percent of dispatch agencies in the world. We talk with Steve Mawdsley, the interim director of the Bureau of Emergency Communications, and call dispatcher Hannah Kimbell to hear about the improvements they've made, and what it’s like to be the first call in an emergency.