The Commission on Accreditation for Law Enforcement Agencies; CALEA®, was formed in 1979 by the International Association of Chiefs of Police (IACP), the National Organization of Black Law Enforcement Executives (NOBLE), the National Sheriffs’ Association (NSA) and the Police Executive Research Forum (PERF).
CALEA’s accreditation program for Public Safety Communications is a joint effort by the Commission, and the Association of Public Safety Communications Officials International - APCO® 
Accreditation provides the agency with a management model that meets internationally accepted standards of professional excellence with a focus on:
- Legal and Constitutional Issues
- Life, health, and safety of personnel in the communication center
- Desirable management and work practices
- Essential operational and administrative policies
The Emergency Communications Department is proud to be accredited by two different Law Enforcement Accreditation organizations. The second is the New York State Sheriffs’ Association; NYSSA®. The New York State Sheriffs' Association was formed in 1934. A not-for-profit association created to assist Sheriffs in the efficient and effective delivery of services to the public across the state.
The standards from both groups formalize essential policies & procedures. They assure fair and non-discriminatory practices. They improve service delivery and efficiency. They solidify interagency cooperation and coordination and they boost confidence in the agency.
Accreditation provides the tools. Whether the tools are used is up to the agency.
If utilized properly they help the agency identify the need for change and maintain consistency in the operation in daily record-keeping and ensuring employees work in a safe, secure, and prepared workplace.
The Emergency Communications Department offers an Accreditation Public Comment Portal, which can be accessed here. The purpose of this public portal is to receive comments regarding an agency's compliance with CALEA standards, engagement in the service community, delivery of public safety services, and overall candidacy for accredited status. These comments can be in the form of commendations or concerns. The overall intent of the accreditation process is to provide the participating agency with information to support continuous improvement, as well as foster the pursuit of professional excellence.
Annual Reports
Community Feedback Program
The Monroe County 911 Center Utilizes a community feedback survey to measure citizen satisfaction. Surveys are sent digitally to citizens who recently interacted with the 911 Center. Not everyone will receive a survey if they have recently called 911, instead they are based on CAD and RMS data. If you receive a survey please take the time to answer the questions as we look forward to your feedback.
Complaints and Compliments About 9-1-1
The 9-1-1 Center will investigate all complaints and compliments relative to our personnel, or services offered by our department. For quality of service inquiries and/or compliments, either call 9-1-1 and ask for a supervisor, or call (585) 528-2200 Monday through Friday between 9 am and 5 pm and ask for the Operations Manager on duty.