January Incoming Calls

Transcription

1 MEMORANDUM To: Board of Directors, Executive Committee, Joint Operations Committee and DCC Staff From: Executive Director Diane Lind Date: February 11th, 2013 Subject: Dakota Communications Center Monthly Statistics - January, 2013 The DCC reviews monthly activity and performance based on measurements approved by the Board of Directors. Activities measured are call pickup, call processing and emergency medical dispatch (EMD). In January, performance standards were met for call pickup and law enforcement call processing times. The standard for EMD is under the goal of 95% for case entry with an overall performance rate of 89%. This performance is being addressed with the dispatchers and has risen from the December rate of 78% compliance. The second EMD performance measure of 90% total protocol compliance is being met with an overall compliance of 96%. The standard for fire dispatching is based on the National Fire Protection Association (NFPA) standard. The DCC continues to fail to meet the standard of 95% of calls processed within 75 seconds with an overall average of 74%. The goal of 99% of calls processed within 130 also reflects an under-performance at 93%. However, our average fire processing time is 54.2 seconds, which is within standard. NFPA has issued new standards which we are reviewing with our Fire/EMS Operations Committee to determine the impact on our fire protocols. Below is an overview of the DCC performance for the month of January. January Incoming Calls Total Calls Wireline Wireless Digit Admin TOTAL 56% 44% 13,595 10,800 24,395 4,523 9, Digit Admin 44% % Wireless 67% Wireline 33%

2 CAD Events* Law Enforcement Fire/EMS Total January 21,570 1,800 23,370 Year to Date 21,570 1,800 23,370 Year to Date % of Calls 92% 8% January CAD Events Year to Date CAD Events 21,570 21,570 1,800 1,800 Law Enforcement Fire/EMS Law Enforcement Fire/EMS * Individual agency CAD events are listed at the end of this report Call Pick-Up Performance This performance standard is based on the nationally recognized National Emergency Number Association (NENA) standard of 90% of incoming calls answered within 10 seconds and 95% of incoming calls answered within 20 seconds. DCC Standard: 80% of incoming calls answered within 7 seconds 90% of incoming calls answered within 10 seconds 95% of incoming calls answered within 20 seconds January, 2013 Call Pick-Up Times 80% within 7 Seconds 86.1% 90% within 10 Seconds 93.5% 95% within 20 Seconds 98.5% 75.0% 80.0% 85.0% 90.0% 95.0% 100.0%

3 Fire Call Processing Times Fire call processing times are measuremed from the time the telephone rings through the completion of the initial dispatching of the call, often referred to as "ring to ding". DCC standards are taken from the National Fire Protection Association (NFPA) standard DCC Standard: 95% of calls processed within 75 seconds 99% of calls processed within 130 seconds Percent of Calls Processed within 75 Seconds Percent of Calls Processed within 130 Seconds 100% 90% 80% 74% 74% 100% 90% 80% 93% 93% 70% 70% 60% 60% 50% January Year To Date 50% January Year To Date % Processed Within Standard 85% 65% 45% 25% 2013 Monthly Percent of Fire Calls Processed within Standard % 75 Seconds % 130 Seconds Processing Time Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec 2013 Monthly Average Time to Process Fire Calls Seconds Jan Feb Mar Apr May June July Aug Sept Oct Nov

4 Emergency Medical Dispatching Emergency Medical Dispatching is a call processing protocol used to determine the severity of medical emergencies. The EMD protocol determines level of response by local providers while enabling the dispatcher to offer pre-arrival instructions to the victim. The performance standard is based upon Priority Dispatch Quality Assurance (Pro-QA) guidelines. DCC Standard: 95% Case Entry Compliance 90% Total Compliance Percent of Compliance 100% 95% 96% 96% 90% 89% 89% January 85% YTD 80% 75% Case Entry Compliance Total Compliance 2013 Monthly EMD Protocol Compliance 100% 95% 90% 85% 80% Case Entry Compliance (95%) Total Compliance (90%) 75% Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec Month

5 Law Enforcement Call Processing Times As there is not currently a designated national standard, the Law Enforcement Operations Committee has designated a standard that identifies certain priority one call types that should be created within 55 seconds on average. The dispatching of priority one calls varies based on individual agency protocol so it is not considered in the standard. DCC Standard: Average total creation time of 55 seconds or less for the following incident types Assaults Fights Robberies Domestics Personal Injury Accidents Weapons Average Call Processing Time by Priority 40 Seconds Jan YTD Average 0 Assault Domestic Fight PI Accdnt Robbery Weapons All 2013 Create Times Priority Law Calls Seconds Assault Domestic Fight PI Accdnt Robbery Weapons All Priority Calls Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec

6 Dakota Communications Center Monthly Statistics 2013 Jan Feb March April May June July August Sept Oct Nov Dec Totals Apple Valley *49,801 Law Enforcement ,373 Fire/EMS Burnsville *60,664 Law Enforcement 3,157 3,157 Fire/EMS Dakota County * 17,877 Law Enforcement 2,053 2,053 Community Corrections Eagan *64,206 Law Enforcement 3,132 3,132 Fire EMS Farmington *21,086 Law Enforcement ,187 Fire EMS Hastings *22,172 Law Enforcement 1,236 1,236 Fire EMS Inver Grove Heights *33,880 Law Enforcement 1,651 1,651 Fire EMS Lakeville *55,954 Law Enforcement ,307 Fire EMS 69 69

7 Jan Feb March April May June July August Sept Oct Nov Dec Totals Mendota Heights (Includes Mendota and Lilydale) *11,892 Law Enforcement Fire EMS Miesville Fire Randolph-Hampton Fire Fire EMS 6 6 Fire EMS Rosemount *21,874 Law Enforcement Fire EMS South St. Paul *20,160 Law Enforcement 1,318 1,318 Fire EMS West St. Paul (Includes Sunfish Lake) *20,061 Law Enforcement 1,517 1,517 Fire EMS Law Enforcement Total 21, ,570 Fire EMS Total 1, ,800 *Population per Census Bureau, based on Metro Council website information ( * Dakota County Population reflects service area for Sheriff's patrol function.

8 DCC Service Issues-Fire/EMS January 2013 Nature of Concern Monthly Total Dispositions Coaching Training Unfounded Exonerated Discipline Other Technology Assignment Incorrect Information 1 1 Policy/Procedure 0 Professional Conduct 0 Timeliness Questions 1 1 Other 0 Total: 17 Compliments 0 Definitions: Assignment: Coding: Incorrect Information: Policy Failure: Timeliness: Questions: Compliment: Dispositions: Coaching/Training: Unfounded: Exonerated: Discipline: Other: Technology: Did the DCC fail to send the correct resources? Did the DCC fail to code the event correctly? Did the DCC fail to provide correct information or provide incorrect information? Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs? Did the DCC fail to process an incident or provide information in a timely manner? A question from the public or an agency relating to the policies or procedures of the DCC. Communications from an external source complimenting the DCC on service provided. The issue was handled in the supervisory subordinate relationship as coaching or traninng. The action leading to the concern or allegation did not occur. The action leading to the concern or allegation did occur, but was found to be proper performance. A formal personnel action was taken in response to the concern or allegation. Insufficient information available to establish facts of issue. The action leading to the inquiry did occur, but was found to be due to a technology complication.

9 DCC Service Issues-Fire/EMS-2013 Nature of Concern Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Total Assignment 9 9 Incorrect Information 1 1 Policy/procedure 0 0 Professional Conduct 0 0 Timeliness 5 5 Questions 1 1 Other 0 0 Total: Compliments 0 0 Disposition YTD C/T U E D O T Assignment Incorrect Information 1 1 Policy/procedure 0 Professional Conduct 0 Timeliness Questions 1 1 Other 0 Total: Definitions: Assignment: Did the DCC fail to send correct resources? Coding: Did the DCC fail to code the event correctly? Incorrect Information: Did the DCC fail to provide correct information or provide incorrect information? Policy Failure: Issue or concern based upon established DCC policy or procedure. Does the policy serve the DC Timeliness: Did the DCC fail to process an incident or provide information in a timely manner? Questions: A question from the public or an agency relating to the policies or procedures of the DCC. Compliment: Communications from an external source complimenting the DCC on service provided. Dispositions: Coaching/Training: Unfounded: Exonerated: Discipline: Other: Technology: The issue was handled in the supervisory subortdinate relationship as coaching or traninng. The action leading to the concern or allegation did not occur. The action leading to the concern or allegation did occur, but was found to be proper performance. A formal personnel action was taken in response to the concern or allegation. Insufficient information available to establish facts of issue. The action leading to the inquiry did occur, but was found to be due to a technology complication.

10 DCC Service Issues-Law Enforcement January 2013 Nature of Concern Monthly Total Assignment 1 1 Incorrect Information Policy/Procedure 1 1 Professional Conduct 0 Timeliness Questions 0 Dispositions Coaching Training Unfounded Exonerated Discipline Other Technology Other 2 2 Total: 11 Compliments 8 Definitions: Assignment: Coding: Policy Failure: Incorrect Information: Timeliness: Questions: Compliment: Dispositions: Coaching/Training: Unfounded: Exonerated: Discipline: Other: Technology: Did the DCC fail to send the correct resources? Did the DCC fail to code the event correctly? Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs? Did the DCC fail to provide correct information or provide incorrect information? Did the DCC fail to process an incident or provide information in a timely manner? A question from the public or an agency relating to the policies or procedures of the DCC. Communications from an external source complimenting the DCC on service provided. The issue was handled in the supervisory subordinate relationship as coaching or traninng. The action leading to the concern or allegation did not occur. The action leading to the concern or allegation did occur, but was found to be proper performance. A formal personnel action was taken in response to the concern or allegation. Insufficient information available to establish facts of issue. The action leading to the inquiry did occur, but was found to be due to a technology complication.

11 DCC Service Issues-Law Enforcement-2013 Nature of Concern Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Total Assignment 1 1 Incorrect Information 3 3 Policy/Procedure 1 1 Professional Conduct 0 0 Timeliness 3 3 Questions 0 0 Other 2 2 Total: Compliments 8 8 Disposition YTD C/T U E D O T Assignment 1 1 Incorrect Information Policy/procedure 1 1 Professional Conduct 0 Timeliness Questions 0 Other 2 2 Total: Definitions: Assignment: Coding: Incorrect Information: Policy Failure: Timeliness: Questions: Compliment: Dispositions: Coaching/Training: Unfounded: Exonerated: Discipline: Other: Technology: Did the DCC fail to send the correct resources? Did the DCC fail to code the event correctly? Did the DCC fail to provide correct information or provide incorrect information? Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs? Did the DCC fail to process an incident or provide information in a timely manner? A question from the public or an agency relating to the policies or procedures of the DCC. Communications from an external source complimenting the DCC on service provided. The issue was handled in the supervisory subortdinate relationship as coaching or traninng. The action leading to the concern or allegation did not occur. The action leading to the concern or allegation did occur, but was found to be proper performance A formal personnel action was taken in response to the concern or allegation. Insufficient information available to establish facts of issue. The action leading to the inquiry did occur, but was found to be due to a technology complication.