1. 2. 3. 4. a. employees of the quarter khai tran ... gb packet 2016 08 12.pdf · after 28 months...

Agenda

NORCOM Governing Board Bellevue City Hall Room 108 Friday, August 12, 2016 9:00 a.m.

1. Call to Order

2. Roll Call

3. Open Communications from the Public

4. Employee Recognition

A. Employees of the Quarter Khai Tran, Charlene Inman, Amanda Kolling, Paula Burns, Deanna Carkeek and Mark Wood B. Dave Stuby Recognition of 30 Years in Public Safety C. Roky Louie Degree Recognition

5. Action Items A. Consent Calendar

1) Minutes from the July 8, 2016 Governing Board meeting 2) July Accounts Payable Approval Report

6. Old Business

A. Fire Projects Update B. Police Projects Update + Status of CopLogic C. E-911 Financial Stability Discussion / Text-to-911 Update D. Resolution 119 Approving 2017 Proposed Budget for Submittal to NORCOM Agencies

7. New Business

A. CodeRed Fire Reporting Software

8. Staff Reports A. Executive Director (Tom Orr) B. Deputy Director (Mike Mandella) C. Accreditation, Facilities & Continuity of Operations (Sheryl Mullen) D. Human Resources (Roky Louie) E. Finance (J.R. Lieuallen) F. Technology (Dee Hathaway)

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9. Committee Reports

A. Joint Operating Board B. Finance Committee C. Strategic Planning Committee

10. Executive Session

The Governing Board will hold an Executive Session pursuant to RCW 42.30.110(1)(i) to discuss with legal counsel representing the agency matters relating to agency enforcement actions, or to discuss with legal counsel representing the agency litigation or potential litigation to which the agency, the governing body, or a member acting in an official capacity is, or is likely to become, a party, when public knowledge regarding the discussion is likely to result in an adverse legal or financial consequence to the agency.

Note: The next Governing Board meeting is scheduled for September 9, 2016

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Meeting Minutes NORCOM Governing Board

City of Bellevue, room 1E-108 July 8, 2016

MEETING: NORCOM Governing Board | Friday, July 8, 2016

MEMBERS: Mark Risen City of Bellevue Bob VanHorne City of Bothell Marilynne Beard City of Kirkland Bill Archer Clyde Hill Police David Burke Duvall Fire District #45 Jeff Clark Eastside Fire & Rescue Chris Connor Fire District #27 Ed Holmes Mercer Island Police Jim Torpin Northshore Fire Tommy Smith Redmond Fire Tim Dahl Shoreline Fire Greg Ahearn Woodinville Fire

ABSENT: Bob Larson City of Snoqualmie Steve Burns Medina Police James Knisley Skykomish Fire District #50 Jay Wiseman Snoqualmie Pass Fire & Rescue

VISITORS: Stacie Martyn Bellevue Fire Fiscal Manager Richard Black Foster Pepper Steve DiJulio Foster Pepper Michele Plorde King County EMS Division Deanna Gregory Pacifica Law Group Dave Baker Student Intern

NORCOM STAFF: Tom Orr Executive Director

Josh Baker Fire Liaison Melissa Crawford Police Liaison

Tracey Croisier Executive Assistant & PIO Dee Hathaway IT Director Charlene Inman Accounting & Benefits Specialist JR Lieuallen Finance Manager Roky Louie Human Resources Coordinator Mike Mandella Deputy Director Sheryl Mullen Accreditation, Facilities & Continuity of Operations Manager

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1. Call to Order The NORCOM Governing Board was called to order by Marilynne Beard, Governing Board Chair, at 9:00 am on July 8, 2016. 2. Roll Call Chair Beard requested a roll call of present Governing Board members. A quorum was established. 3. Open Communications from the Public There were no requests for communication from the public. 4. Action Items

A. Consent Calendar Chair Beard called for a motion to approve the items on the consent agenda. The items included on the consent calendar were minutes from the June 13, 2016 Governing Board meeting and the June 2016 accounts payable (accounts payable total: $ 1,091,366.70).

David Burke made the motion to approve the consent calendar. Motion carried.

5. Old Business A. Fire Projects GIS database consolidation postponed Dee Hathaway spoke to the differences between centerline vs address point and the challenges of two CAD systems and how they utilize GIS.

Code 3 Fire Simulation being considered Hathaway said Code 3 fire simulation software is currently used by Bellevue Fire and Eastside Fire & Rescue. Currently considering using at NORCOM. Hathaway will brief the board more fully at the next meeting.

B. Pulse Point Update and Fire Agency License Agreement Discussion about Pulse Point moved to executive session Tom Orr noted the executive session will cover issues pertaining to the statement of work.

C. Police Projects New World /Tyler has two priority 2 issues outstanding LInX Interface test data loaded this week Message Switch install scheduled for September 19 -21

6. New Business

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A. 2017 Preliminary Budget Timeline May: budget policy approved via resolution 117. June: Finance Committee reviewed and recommended. June: Joint Operations Board reviewed and recommended. July: Governing Board’s first opportunity to review details. August: Governing Board approves. December: Governing Board adopts.

Budget Discussion There was a general discussion about bottom line comparisons between NORCOM agencies, the impact of the functional distribution model and use of rate stabilization funds.

King County Budget Cuts Tom Orr reviewed the impact of E-911 PSAP funding reductions. Currently there are three items that the county has ceased paying for and will be added as costs to NORCOM’s balance sheet: $19,830 for console cleaning, $3,330 training funds to attend national conferences, $5,000 for maintenance of NORCOM’s admin phone system.

7. Staff Reports Tom Orr noted he had one addition to his staff report: PSAP directors are scheduled to meet Monday, July 11, to discuss E-911 budget issues. There were no additional items or comments regarding the staff reports.

8. Committee Reports A. Joint Operating Board: nothing to report. B. Finance Committee: nothing to report. C. Strategic Planning Committee: nothing to report.

9. Executive Session Chair Beard called for an executive session. The executive session began at 10:10 am and ended at 10:50 am.

10. PulsePoint Discussion Motion carried to terminate relationship with PulsePoint Following the executive session, Vice Chair Ed Holmes made a motion to terminate NORCOM’s relationship with PulsePoint and Physio-Control and to authorize the executive director, working with legal counsel, to take such action as needed to terminate all existing statements of work and related documents.

Discussion: PulsePoint’s inconsistency has lowered its credibility Bob VanHorne noted that it is important to note that fire agencies do believe in community health and community

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involvement in times of emergency. Also noted that fire agencies are always looking for ways to improve survival rates, but it appears that PulsePoint is not the right partner at this time.

Jeff Clark agreed on the importance of being a good community partner and noted that it is also important that agencies need to keep an eye on legal issues. Jeff also recommended we share the obstacles we have encountered with others.

Bill Archer spoke to his belief that PulsePoint has not demonstrated consistency in their message, they have progressively changed the scope of work and, as a result, has lowered its credibility.

Governing Board meeting adjourned at 10:55 am.

Approved by: _________________________________________________ Chair Attest: ___________________________________________ Secretary

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Governing Board

Executive Director Report Page 1 of 3

MEMORANDUM To: Governing Board

From: Tom Orr, Executive Director

Date: August 8, 2016

Subject: General Update – August Governing Board Meeting

1. Promotions

We are pleased to announce the permanent appointment of two (2) individuals to the positions of Human Resources Coordinator and Training Coordinator. Roky Louie was initially designated as Human Resources Coordinator last March on a trial basis, pending completion of his Bachelor’s Degree in Human Resources Management as well as to allow for time to mutually determine whether the position was a “good fit.” Jami Hoppen was then selected to replace Roky Louie as the Training Coordinator on a contingent basis, pending the decision to appoint Roky on a permanent basis as Human Resources Coordinator. Both Jami and Roky have exceeded expectations, excelled in their new roles, have earned the respect of NORCOM staff and have demonstrated a high degree of commitment and dedication to their positions and to NORCOM and its mission. Please join me in congratulating Jami and Roky on their well-deserved promotions!

2. New State Contract for E-911 Service – Century Link will no longer be provider After 28 months of work following the April 2014 statewide 911 outage, the State E-911 Coordinator and the Washington Military Department signed a five-year $45.6M contract with Comtech TCS to provide a NENA i3 Standard NG911 ESInet. The State E-911 office has stated: “Once again, we are poised to be the first state in the nation to employ a NENA i3 standard NG911 ESInet!” The State E-911 office provided the following information on the contract requirements and a very aggressive planned transition time. Contract will provide:

• A NENA i3 Standards-based ESInet; • Enhanced agnostic media type capabilities (voice, text, video, pictures, telematics, etc.); • Geospatial call routing and location validation; • Extensive Routing Policy selections such as:

32

Governing Board


• By Location (default); By Call Type (wireless, wireline, VoIP); By Target PSAP status; By Network Status; By TOD/DOW

• Stringent and comprehensive customer-favoring SLAs with remedies that will really hurt; Extensive reporting capabilities – not just call volumes;

• Enhanced monitoring and troubleshooting capabilities – “at a glance” and in near-real time; Capable of tracking MOS per call and with a monitoring dashboard that shows status of network and components at a glance;

• Eventual elimination of ALI (automated location information) According to the State 911 office, the timeline is “aggressive but doable”:

• First project meeting week of July 20, 2016 • Planning complete – September 2016 • Core Services Hardware complete – October 2016 • ESInet Application complete – November 2016 • ESInet IOT complete – December 2016 • ESInet Service ATP complete – January 2017 • GIS Service ATP complete – January 2017 • First two PSAPs connected – February 2017 • Logging Service (ECaTS) ready – April 2017 • Monitoring Dashboard active – August 2017 • Last PSAP connected – December 2017 • Location Validation Function (LVF) Service available – May 2018

3. King County E-911 Ordinance – E-911 Program Office Financial Stability Meeting, Text-to-911

On August 3, 2016, Kathy Lombardo, the new E-911 Program Office Manager, toured NORCOM and met with key NORCOM staff members. The meeting was very productive and beneficial. NORCOM staff was very impressed with Kathy, her leadership and her openness and willingness to discuss all issues. The meeting included an extensive discussion of E-911/NORCOM projects, priorities and processes. The end result of the meeting was a mutual plan by which NORCOM can fully support the reorganization and reprioritization that Kathy is leading the 911 office through. NORCOM staff believe that there has been a meaningful positive change in leadership, management and priorities that will create a positive and collaborative partnership going forward. At this point, the E-911 Program Office is reviewing and prioritizing projects. Although the analysis is not yet complete, it appears Text-to-911 and the Seattle Viper upgrade will be selected as demonstration projects that the E-911 Office will use to develop a model for management and collaboration on all future projects. Currently, the E-911 office assesses that Text-to-911 will not be complete until mid-2017. NORCOM and other PSAPs concur and believe that the assessment of mid-2017 is a best case scenario.

4. Tyler Systems (formerly) New World Systems

NORCOM legal counsel will complete its review of NORCOM/Tyler discussions from March through August and will be working with NORCOM on a recommendation for moving forward. If the review is completed prior to the August 12 Board Meeting, our legal counsel will be prepared to brief the Governing Board in Executive Session.

33

Governing Board


Bryan Proctor, the New World in-house counsel that defended New World in our contract dispute resolution process, is now the Chief Operating Officer for Tyler (new owner of NWS). A recent article in the Everett News Herald reports on an interview with Mr. Proctor. From the article, it would appear that SNOPAC is receiving greater support from NWS/Tyler than historically provided to NORCOM, and that, at this time, SNOPAC is proportionately receiving much greater resource support and responsiveness than NORCOM despite the fact that NWS/Tyler is six years past the delivery date in the original contract. According to the article, Mr. Proctor has confirmed that New World/Tyler is assigning a permanent FTE at SNOPAC to deal with problems and is also sending out a strike team. This assignment is occurring within just a few months of their first go live. Although our contract has been in place since 2009 and is still not resolved/delivered, we have never had a full-time NWS FTE permanently assigned to NORCOM. We, on occasion, usually during go live, had a team of NWS personnel come out for short periods. http://www.heraldnet.com/news/maker-of-snohomish-countys-911-software-promises-to-fix-problems/

5. Operations Section Realignment As previously reported, Snoqualmie Pass Fire and Rescue (SPFR) is in the process of merging with several fire districts just east of the pass in Kittitas County. In order to continue to deliver the best possible fire and medical services to the residents of Kittitas County within the area of this merger, the call-receiving and dispatch functions will transition from NORCOM to KITCOMM by the end of the year. In order to facilitate a smooth transition of those services, and to maintain the public safety mission for all parties involved, staff from NORCOM, SPFR and KITCOMM have initiated a series of meetings to identify every element of the dispatch, response and communication functions. Key staff from each entity will work through the myriad of details to ensure this transition is seamless to both the public and the responders in that area.

6. PulsePoint Response Following the last Governing Board meeting, NORCOM sent a letter to PulsePoint terminating the relationship. A copy of the letter and PulsePoint’s response is attached. Based on legal counsel advice, no further response is warranted or merited. On a related note, the Executive Board for Valley Communications (Valley COMM) voted unanimously against moving forward with PulsePoint. Their decision against PulsePoint was based on similar liability concerns flowing from PulsePoint’s license agreement.

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http://www.heraldnet.com/news/maker-of-snohomish-countys-911-software-promises-to-fix-problems/

http://www.heraldnet.com/news/maker-of-snohomish-countys-911-software-promises-to-fix-problems/

PulsePointFoundation|POBox12594|Pleasanton,CA94588-2594

July15,2016ThomasR.Orr,ExecutiveDirectorNorthEastKingCountyRegionalPublicSafetyCommunicationsAgencyP.O.Box50911Bellevue,WA98015-0911DearMr.Orr:OnbehalfofourboardandstaffweweredisappointedtoreceiveyourletterofJuly12,2016terminatingyourplannedPulsePointdeployment.Themattersoutlinedinyourletterappeartoberelativelyroutineandlikelyresolvable.Iwishyouwouldhavecalledmeandtalkedthroughyourconcernsandgiventhefoundationanopportunitytoaddressthem.WehavesuccessfullyimplementedPulsePointinmorethan1,800communitiesin28statesincludingmanyservedbyregionalcentersnearlyidenticaltoNORCOM.Althougheachenvironmentisalittledifferent,thesenumberscertainlydemonstrateatrackrecordofmeetinglocalneeds.ThePulsePointFoundationhasasimplemission–toworkwithlocalpublicsafetyagenciestoimprovecommunicationswithcitizens,empoweringthemtohelpreducedeathsfromsuddencardiacarrest.Thattakesanactivepartnership,apartnershipthatwehaveyettoforgewithyourorganization.IfthereisafutureopportunitytorevisitofferingPulsePointtoNORCOM-servedresidents,wewouldwelcomethediscussion.Sincerely,

RichardPrice,PresidentPulsePointFoundation(925)570-5262

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North East King County Regional Public Safety Communications Agency P.O. Box 50911 • Bellevue, WA 98015-0911 • Phone 425-577-5700 • FAX 425-577-5701 • www.norcom.org

July 12, 2016 Richard Price President PulsePoint Foundation PO Box 12594 Pleasanton, CA 94588-2594 Re: Notice of Termination of PulsePoint Statement of Work (May 17, 2016) Dear Sir or Madam: On May 17, 2016 NORCOM approved and signed a PulsePoint Statement of Work (“Statement”). NORCOM hereby terminates the Statement. Under the Statement’s Additional Terms, at page 12, this termination is submitted prior to implementation and less than 60 days after submission. Additionally, NORCOM advises of the material misrepresentations prior to the Statement that no other documents, other than the Statement, would be required to move forward with implementation. During a meeting with PulsePoint representatives at the City of Bellevue, NORCOM specifically asked whether any other agreements, contracts or documents would need to be signed; and, if so, that PulsePoint provide copies of all such documents in advance of any decision by NORCOM. Following that meeting, PulsePoint communicated that no other documents were required and did not provide copies of any documents prior to NORCOM approving and executing the Statement. Contrary to the foregoing representations by PulsePoint, NORCOM learned on June 30 that PulsePoint would require each NORCOM-member fire agency to execute a “PulsePoint Software As A Service Agreement” (“SaaS Agreement” or “Agreement”). PulsePoint’s demand that NORCOM fire agencies sign the Agreement is inappropriate. NORCOM is the custodian, manager and technology provider for all records sought by Pulse Point. As a result, NORCOM is the entity with authority to sign such an Agreement. At all prior times, PulsePoint has acknowledged this fact by working through NORCOM to obtain Statement approval; to develop an implementation plan; and, to coordinate on technology. PulsePoint did not inform NORCOM or the member fire agencies of a responsibility for an Agreement. PulsePoint waited until after the Statement was signed, to make a direct request to NORCOM-member fire agencies. This schedule suggests that PulsePoint was aware that such a request prior to the Statement would be controversial and potentially fatal to PulsePoint moving forward with NORCOM. Regardless, it is absolutely clear that PulsePoint did not provide the Agreement at the time NORCOM requested copies of any and all additional agreements that would need to be signed to implement the project. Indeed, PulsePoint expressly represented that no other Agreements existed. Had NORCOM been

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North East King County Regional Public Safety Communications Agency P.O. Box 50911 • Bellevue, WA 98015-0911 • Phone 425-577-5700 • FAX 425-577-5701 • www.norcom.org

made aware of the existence of the SaaS Agreement and had an opportunity to review the Agreement prior to signing the Statement, NORCOM would not have signed the Statement until the many legal issues associated with the SaaS Agreement had been reviewed and addressed. Indeed, although NORCOM’s legal counsel have just begun review of the SaaS Agreement they have already identified serious legal issues associated with the terms of that form of Agreement. As a result of the foregoing and other concerns, the NORCOM Board determined on Friday, July 8, 2016, to terminate the NORCOM relationship with PulsePoint and Physio-Control. Please do not hesitate to contact me if you wish to discuss further. Sincerely, Thomas R. Orr Executive Director NORCOM

cc: NORCOM Governing Board

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Governing Board

Deputy Director Report Page 1 of 2


From: Mike Mandella, Deputy Director


Subject: General Update – August Governing Board Meeting

• Current/Ongoing Events Puget Sound Emergency Radio Network (PSERN) Operations Board: On April 28, 2015, voters in King County approved a levy to fund an updated 800 MHz radio system to replace the existing radio network. Subsequently, 11 cities and King County entered into an ILA to establish, among other things, a Joint Board to oversee the project implementation. The Joint Board then established an Operations Board to serve in an advisory capacity to provide information on user’s operational needs, operational impact of pending project decisions, provide options for solutions to operational-related issues, and to communicate project information to users. Last spring, I accepted an appointment to the Operations Board and will serve as the representative for the PSAP’s in King County. There are 11 designees to this board representing; EPSCA Cities (Commander David Jokinen of Mercer Island Police), Fire (Chief Steve Heitman of Mercer Island Fire), King County (Major Mitzi Johanknecht of the KCSO), Police (currently vacant), Seattle (Captain Chris Lombard of Seattle Fire), Valley Cities (Angee Bunk of Valley Comm), Emergency Management (Brian Felczak, Kent), Emergency Medical Services (Assistant Fire Chief John Nankervis of Shoreline Fire), Hospitals (Marina Zuetell of MHz Consulting), PSAPs, (Mike Mandella of NORCOM) and Utilities (Ned Worcester, Seattle Public Utilities). You may contact the board designee for your discipline with any questions or concerns. The Operations Board has met twice and at the most recent meeting of July 26, established its operating mission, meeting rules (following the Open Public Meetings Act), voting rules and other logistic items. The Chair of this Board is Chris Lombard. There are two (2) Vice Hairs – Mitzi Johanknecht and Steve Heitman. This board will meet on the fourth Tuesday of each month. The Board Chair will report on Operations Board progress and recommendations at each monthly meeting of the Joint Board.

• Activity Since Last Report: Operations Section Re-Alignment:

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Governing Board

Deputy Director Report Page 2 of 2

The pilot program that included the creation of a Fire Liaison position and the addition of a sixth operations/team supervisor has been fully implemented and is already showing positive results. The 2017 budget proposal includes a request to continue the pilot program for FY 2017 , allowing time to develop particular metrics that we anticipate will objectively demonstrate the value added from the program. Managing the complex issues that (naturally) arise from dispatching from two (2) distinctly different CAD systems, as well as coordinating the unique and diverse response issues between Police and Fire/EMS, has improved with the addition of the Police Liaison (Melissa Crawford) in May of 2015 and with the appointment of Josh Baker as Fire Liaison several months ago. Our Police and Fire agency Joint Operations Board representatives have expressed a high degree of satisfaction with this structure.

July 4th Staffing:

NORCOM answered 500 9-1-1 calls on July 4th and met the call-answering standard 100% of the 24-hour time period. In comparison to prior years, it was one of the lower call volume days for the 4th of July, likely due to the weather. For example, in 2015, NORCOM answered 795 calls to 9-1-1, again, likely due to the weather that day which was extraordinarily hot. On that particular 4th of July, we answered all calls in a 24-hour period 91.7% of the time, still within the standard. Hiring and Turn-Over: In spring of 2015, we began experiencing a slowdown in hiring entry-level telecommunicators. After revamping the recruiting and testing processes, we have seen a turn-around in both recruiting entry-level telecommunicators and the testing process time. Case in point: in the past 12 months, NORCOM

o Hired 24 new telecommunicators, five (5) of which began a new academy July 25th o Conducted five (5) Call Receiving Academies o Trained 15 of the new recruits on the call-receiving function o Qualified five of the new recruits on Police Radio, with two (2) more actively training o Qualified two on Fire Radio, with two (2) more actively training o Only lost four (4) new-hires over the same time period

o One (1) for medical reasons o One (1) to pursue another career o Two (2) for not meeting standards

Much of the credit for turning the recruiting and hiring around can be attributed to the collaborative efforts of the Recruitment Committee and to Roky Louie, our new Human Resources Coordinator.

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MEMORANDUM

To: NORCOM Governing Board & Joint Operations Board

From: Sheryl Mullen - Accreditation, Facilities, and Continuity of Operations Manager


Re: Staff Update for July 2016

Performance Measurement Data through July is included in packet.

1. Activity Since Last Report a. Facilities

i. Facility Needs Assessment – The Facility Needs Assessment was posted on July 25th. A Pre-Submission Conference will be held on August 9th with letters of interest due on August 19th. The RFP is soliciting for the following:

1. An assessment of our existing facility with respect to survivability, redundancy, future capacity, and overall adequacy

2. A feasibility study, site recommendations, and cost estimate for a new facility that would meet projected needs taking into consideration the results of the Staffing & Workload Study completed in 2015.

b. Accreditation i. Continued monitoring of NORCOM practices and procedures for CALEA compliance in

anticipation of NORCOM’s beginning of the self-assessment portion of the CALEA accreditation process.

c. Continuity of Operations i. A draft COOP has been provided to a small representative group of NORCOM personnel to

review. A tabletop meeting was conducted August 7th. As a result of this meeting, modifications to the draft are being completed with another meeting to continue review being scheduled.

d. Miscellaneous i. Telecommunicator Certification: The Washington Chapter of APCO NENA Public & Government

Affairs Committee has drafted a bill related to Mandatory Telecommunicator Training & Certification. Representatives from the committee have met with the chair of the House Public Safety Committee to discuss the legislative efforts.

ii. Telecommunicator Reclassification Efforts: On June 23, 2016, Congressional NextGen 9-1-1 Caucus Co-Chairs - Senator Amy Klobuchar (D-MN), Senator Richard Burr (R-NC), Representative Anna Eshoo (D-CA) and Representative John Shimkus (R-IL) - sent a bipartisan letter to the Office of Management and Budget (OBM) urging OBM to revise the Standard Occupational Classification (SOC) to accurately represent the complex and life-saving nature of the work performed by 9-1-1 professionals. The SOC is one of several classification systems established by OMB to ensure coordination of federal statistical activities. In the current language, 9-1-1 professionals are identified as “Police, Fire, and Ambulance Dispatchers” and classified as “Office and Administrative Support Occupations.” As part of a revision process, APCO recommended revising the SOC so that 9-1-1 call takers and dispatchers are identified as “Public

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Board Report

Page 2 of 3

Safety Telecommunicators” and categorized as “Protective Service Occupations.” Advocating revisions that align with APCO’s recommendations, the Co-Chairs’ letter states that a public safety Telecommunicator’s job “can entail simultaneously questioning the caller, dispatching first responders, and using advanced technologies to retrieve caller location, medical information, and pertinent location history,” and that the “current classification within the ‘Office and Administrative Support’ major group is not consistent with the specialized training and life-saving nature of the tasks performed by public safety telecommunicators.” UPDATE: on July 22nd, 2016, Office of Management & Budget published a 2nd Federal Register Notice requesting comments on a review committee’s recommendation for the SOC revision. This notice did not include APCO’s recommendations. There was a call to action which resulted in over 5,000 respondents sending emails within the first 18 hours indicating their support for the recommended reclassification. APCO has now met with the appropriate federal office and has temporarily suspended the call to action. More information will be available later in the week. Complete information including a timeline, further description of the recommendation and any future calls to action can be found at: https://www.apcointl.org/advocacy/topics/soc-revision.html

iii. Continued involvement with Employee Recognition Committee, NORCOM On Track (Wellness Committee), and Safety Committee.

1. The Employee Recognition Committee completed recommendations to the Executive Director for Employees of the Quarter (April – June, 2016). The Committee (with the work of the Team Supervisor group and, specifically, Supervisor Cory James) recognized our IT work group for System Admin Date on June 28th.

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https://www.apcointl.org/advocacy/topics/soc-revision.html

https://www.apcointl.org/advocacy/topics/soc-revision.html

Board Report

Page 3 of 3

iv. Continued attendance at City of Bellevue Emergency Management Committee meetings. v. Bellevue City Hall Security Team – I attended a full day Threat Assessment Team Training which

included training on use of a tool called WAVR-21, a best practice standard for assessing workplace and campus targeted violence using evidence-based assessment. This was excellent training and provide tools to those in attendance. Telecommunicator Nick Curry also attended as he is my alternate on the City Hall Security Team.

vi. Fallen Heroes Lapel Pins were ordered for all NORCOM personnel. We took advantage of this opportunity to talk with our folks about how they are doing with the increased violence and anger against police officers personally and professionally.

vii. Thin Blue Line Ribbons – NORCOM purchased ribbons to provide to citizens at National Night Out and other events in order to show support and honor to our law enforcement officers.

viii. National Night Out – I worked on obtaining NORCOM and King County E911 Program Office materials to distribute at National Night Out. NORCOM was asked to participate in the Bellevue Police event held at Crossroads Mall. With the coordination of Supervisor Amanda Kolling and Supervisor Lieth Nedell, NORCOM QA & Public Records Specialist Becky McCracken and I made sure the items were set up for the start of the event and Telecommunicators Chris Burdick, Adam Lasker, and Selina Velasquez along with Executive Assistant Tracey Croisier worked the booth during the event.

** I will be out of the office August 11-26 attending the APCO, Intl Conference & Expo followed by a few days of PTO in Disneyworld.

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Performance Measurement Data –August 1, 2016 Prepared by: Sheryl Mullen, Accreditation, Facility, & Continuity of Operations Manager

[email protected] 425-577-5676

NORCOM Performance Measurement Data

August 1, 2016

The following performance data is included with this report:

911 Call Answer Standards

911 Call Answer Standards by Month and by Year

NORCOM Actions (phones, police, and fire counts)

CAD Calls by Year

Fire CAD Incidents to Date AND Call to Dispatch Times

Police CAD Incidents to Date AND Call to Dispatch Times

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mailto:[email protected]



King County 911 Call Answering Standard

Standard: 90% of 9-1-1 telephone calls will be answered within 10 seconds or less during each hour of a calendar quarter. This graph represents the % of incoming 911 calls that were answered within the 10 second threshold for each quarter.

Monthly 911 Calls 588 Most 911 Calls received in a day (July 15, 2016) 374 Fewest 911 Calls received in a day (July 3, 2016)

483 Average Number of 911 Calls received per day in July 2016

885 Average Number of all calls per day in July 2016 (Includes 911 calls) 14,978 Total number of 911 calls received in July 2016 27,439 Total number of all calls received in July 2016 (Includes 911 calls)

99.13% 99.31%

86.00%

88.00%

90.00%

92.00%

94.00%

96.00%

98.00%

100.00%

Quarter 1 Quarter 2 Quarter 3 Quarter 4

Standard (90%)

2011

2012

2013

2014

2015

2016

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911 Call Answer Statistics 2010 – Present

The NORCOM adopted standard is 90% of 9-1-1 telephone calls will be answered within 10 seconds or less during each hour of a calendar quarter (barring major disasters or other extraordinary events)

Source: King County Enhanced 911 Participation Agreement

2016 911 Call Answer Statistics compared with Number of 911 Calls Received

99.33%99.14%98.92%99.72%99.33%98.89%98.79%

77.00%

82.00%

87.00%

92.00%

97.00%

102.00%

STANDARD

2010

2011

2012

2013

2014

2015

2016

1391

4

1277

2

1397

2

1321

5

1417

0

1434

0

1497

8

99.3

3%

99.1

4%

98.9

2%

99.7

2%

99.3

3%

98.8

9%

98.7

9%

84.00%

86.00%

88.00%

90.00%

92.00%

94.00%

96.00%

98.00%

100.00%

-100010003000500070009000

1100013000150001700019000

Number of 911 Calls

GOAL - 90% of calls answeredwithin 10 seconds

NORCOM Monthly 911 AnswerStandard

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2016

911 Calls

911 Answer %

7 digit EMER

Non Emergency (Secondary)

Incoming Business

Fire Calls DPd PD Calls

Traffic Stops

Officer Initiated Incidents

January 13914 99.33% 7431 1789 1516 5206 8396 2773 334February 12772 99.14% 7155 1930 1241 4855 8130 2391 271March 13972 98.92% 8214 2259 1447 5612 8726 2846 265April 13215 99.72% 7731 2248 1390 5104 8482 2398 209May 14170 99.33% 8055 2400 1531 5330 8684 2585 262June 14340 98.89% 8683 2778 1451 5305 9011 2002 200July 14978 98.79% 8931 2991 1351 5479 9428 1919 210AugustSeptemberOctoberNovemberDecemberTotals 97,361 99.16% 56,200 16,395 9,927 36,891 60,857 16,914 1,751 79,522

** Test calls, cancelled calls, and calls with no unit dispatched are not reflected (not billable calls for service)

NORCOM Phone Actions Calls Dispatched & Field Actions **

911 Calls = Landline, Wireless, & VoIP Calls on 911911 Answer % = % of hours 911 calls were answered 90% of the time within 10 seconds7 digit EMER = 425-577-5656 (alarm companies, transfers from agency phones, public safety agencies)Secondary Queue = Calls have come in as 911 or 7 digit EMER, been screened, determined to be non-emergency, and transferred to the secondary queueBusiness = 425-577-5600 (officers, family members, etc)Fire Calls DPd = Priority 0-5 calls with a unit assignedPD Calls = All calls in CAD with unit assigned excluding TS & Officer InitiatedTraffic Stops - field initiated, included NORCOM involvementOfficer Initiated = Traffic Stops via MDC (not called out & no NORCOM action needed) and all other field initiated calls

46




2010 2011* 2012 2013 2014 2015

Total Calls (3 years)

3 Year Average of Police Calls

3 Year Average of

All Calls (P/F) 2016

2016 % of police calls

to dateBellevue PD 64425 73673 54113 53057 58889 63697 175643 44.70% 30.66% 38453 48.36%Clyde Hill PD 3073 2880 2829 2746 2514 3415 8675 2.21% 1.51% 1403 1.76%Kirkland PD 44863 62925 63787 53499 54993 48624 157116 39.98% 27.43% 28651 36.03%Medina PD 2434 2034 3670 4218 3093 4312 11623 2.96% 2.03% 2420 3.04%Mercer Island PD 11705 13035 12745 10830 14428 14645 39903 10.15% 6.97% 8595 10.81%Police Totals ** 126500 154547 137144 124350 133917 134693 392960 100.00% 68.59% 79522 100.00%

2010 2011 2012 2013 2014 2015

Total Calls (3 years)

3 Year Average of Fire Calls

3 Year Average of All Calls (P/F) 2016

2015 % of fire calls to

dateBellevue Fire 13141 12652 13357 13487 14346 14492 42325 23.52% 7.39% 8747 23.71%Bothell Fire 4456 4243 4513 4747 5386 5714 15847 8.81% 2.77% 3343 9.06%Duvall Fire 801 739 776 772 847 817 2436 1.35% 0.43% 468 1.27%Eastside Fire 7943 7661 8127 8286 8600 8958 25844 14.36% 4.51% 5462 14.81%Fall City Fire 480 416 505 457 498 497 1452 0.81% 0.25% 304 0.82%Kirkland Fire 6323 6510 6998 6854 7163 7654 21671 12.04% 3.78% 4504 12.21%Mercer Island Fire 2242 2120 2153 2104 2364 2398 6866 3.82% 1.20% 1370 3.71%Northshore Fire 2866 2514 2802 2831 2870 2843 8544 4.75% 1.49% 1736 4.71%Redmond Fire 6598 6150 6342 6318 6899 6883 20100 11.17% 3.51% 4049 10.98%Shoreline Fire 6730 6355 6769 6837 7472 7569 21878 12.16% 3.82% 4505 12.21%Skykomish Fire 323 280 295 274 266 255 795 0.44% 0.14% 182 0.49%Snoqualmie Pass 236 278 311 305 311 303 919 0.51% 0.16% 219 0.59%Snoqualmie Fire 801 778 802 906 863 936 2705 1.50% 0.47% 389 1.05%Woodinville Fire 3285 3019 2963 2990 2821 2734 8545 4.75% 1.49% 1613 4.37%Fire Totals ** 56225 53715 56713 57168 60706 62053 179927 100.00% 31.41% 36891 100.00%

This chart includes all calls entered into the CAD system with a unit dispatched on them (NOT calls for service by budget definition)

** Police Calls include only calls with a unit dispatched on them

CAD Calls by Year Updated 8/1/2016

** Fire Calls include only calls with a unit dispatched on them* 2011 includes calls entered into New World & TriTech - some overlap exists.

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NORCOM Fire/EMS Call Received to Call Dispatch Statistics & Incident Counts

This report includes all priority 0, 1, 2, 3, and 4 fire/EMS incidents with a unit dispatched on them. Data is gathered based on the time the call is picked up to the time a unit is dispatched on the incident.

% of Fire/EMS Calls under 60 Seconds Call Received to Call Dispatched (Goal = 90%)

# of Priority 0-4 Calls Dispatched in July 2016 - 4962

% of Fire/EMS Calls under 90 Seconds Call Received to Call Dispatched (Goal = 99%)

J F M A M J J A S O N D 2012 94% 95% 95% 93% 94% 96% 95% 95% 96% 94% 97% 96% 2013 96% 95% 96% 96% 95% 95% 95% 96% 96% 95% 96% 97% 2014 97% 97% 97% 97% 96% 96% 96% 96% 96% 97% 97% 97% 2015 97% 97% 97% 97% 97% 97% 97% 96% 97% 96% 96% 95% 2016 95% 96% 95% 95% 95% 94% 95%

78%80%82%84%86%88%90%92%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

GOAL

2012

2013

2014

2015

2016

90%

92%

94%

96%

98%

100%


GOAL

2012

2013

2014

2015

2016

J F M A M J J A S O N D 2012 85% 86% 85% 83% 83% 87% 86% 86% 87% 84% 87% 88% 2013 88% 87% 88% 87% 87% 86% 87% 88% 88% 87% 88% 89% 2014 89% 88% 90% 89% 88% 87% 87% 88% 89% 88% 90% 89% 2015 91% 91% 90% 90% 90% 88% 89% 85% 89% 86% 87% 86% 2016 84% 84% 85% 83% 84% 83% 83%

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NORCOM Police Call Received to Call Dispatch Statistics & Call Counts

This report includes all calls with a unit dispatched on them with the exception of officer initiated (mobile) and radio initiated calls. Those incidents have been pulled from the reporting numbers because they do not accurately reflect call received to call dispatch times. In most cases, the unit was immediately dispatched on the incident (traffic incidents, on-views, etc).

Average Call to Dispatch Times (MM:SS) for Police P1 and P2 incidents (Goal = 60 Seconds)

All Police priority 1 and 2 calls are screened through NORCOMs Quality Assurance process. In addition, all calls over the 60 second threshold are reviewed to determine the circumstances which contributed to the apparent delay.

9 Incidents

J F M A M J J A S O N D 2011 1:22 1:26 1:28 1:33 :59 1:08 1:09 1:10 :59 1:27 1:11 :54 2012 :54 1:05 :58 1:05 1:05 1:08 1:12 1:05 :54 :55 :57 1:03 2013 1:00 :52 : 57 1:05 1:06 :53 :42 :51 :58 :60 :59 :52 2014 :57 :53 :50 :52 :55 :50 :65 :51 :58 1:02 1:04 :54 2015 :52 1:01 1:05 :54 1:13 :56 1:06 1:01 1:01 1:06 1:02 1:19 2016 1:08 :53 :53 :45 :51 :53 :58

00:00

00:17

00:35

00:52

01:09

01:26

01:44


Goal

2011

2012

2013

2014

2015

2016

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Average Call to Dispatch Times (MM:SS) for Police P3 Incidents (Goal – 3 Mins)

Dispatch times on priority 3 police calls are frequently dependant on field units being available for dispatch. Calls of this type include traffic accidents, alarms, etc. Priority 3 calls are held until sufficient information is documented in the call to provide basic response information to field units. NORCOM continues to meet this performance standard.

2478 June Incidents

J F M A M J J A S O N D 2011 1:57 2:02 2:00 1:51 1:47 1:57 1:47 1:55 1:55 2:32 1:33 1:44 2012 1:43 1:17 2:05 2:06 2:21 2:06 2:05 2:13 1:57 2:05 2:00 2:08 2013 2:09 1:55 1:50 2:00 1:53 2:10 1:51 1:51 2:16 1:54 2:05 1:56 2014 1:54 1:48 1:39 1:48 1:55 2:15 1:55 1:54 1:55 2:15 1:50 1:50 2015 1:49 1:50 1:49 1:49 2:09 2:14 2:14 2:08 1:51 2:06 2:02 2:11 2016 02:05 02:13 2:11 2:15 2:07 2:04 2:06

00:00

00:43

01:26

02:10

02:53

03:36


GOAL

2011

2012

2013

2014

2015

2016

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Average Call to Dispatch Times (MM:SS) for Police P4 and P5 Incidents (Goal 60 Mins)

NORCOM is easily meeting the expectation of non-emergency calls being dispatched in 60 minutes or less from the time of the call.

4538 June Incidents

J F M A M J J A S O N D 2011 15:12 14:26 16:18 13:52 14:32 16:07 16:50 17:41 17:40 22:47 14:44 16:53 2012 17:33 10:17 26:36 29:19 27:44 22:28 23:27 23:05 27:52 24:56 24:05 20:31 2013 25:33 17:40 16:54 17:24 18:54 18:41 18:21 16:47 18:37 17:58 18:42 18:10 2014 20:10 19:52 17:36 21:43 20:11 20:20 18:40 17:11 19:04 21:46 19:14 17:59 2015 18:47 18:50 18:17 20:02 23:42 20:11 22:04 22:18 20:53 22:45 20:11 20:29 2016 20:56 20:15 19:43 22:13 20:01 20:24 21:42

00:00

07:12

14:24

21:36

28:48

36:00

43:12

50:24

57:36


GOAL

2011

2012

2013

2014

2015

2016

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Governing Board

Human Resources Report Page 1 of 1


From: Roky Louie, Human Resources Coordinator


Subject: Staff Update

• Current/Ongoing Events

Telecommunicator Recruitment On July 27th NORCOM hired its 20th Call Receiving Academy, consisting of five (5) new trainees. The new recruits included two laterals; one from Washington State Patrol dispatch, and the other with 11 years of experience from the State of Minnesota. Work continues to hire for the 21st academy. Staffing needs project the need for three (3) to five (5) additional trainees by late September to early October. Current hiring efforts project the possibility of generating six (6) to seven (7) candidates by that time period.

• Activity Since Last Report

Provisional Appointments Made Permanent Executive Director Orr moved two provisional appointments to permanent status. Roky Louie was made the permanent Human Resources Coordinator. Jami Hoppen was made the permanent Training Coordinator.

Termination

One Telecommunicator trainee was terminated during their trial service period. Team Supervisor Eligibility List Work continues on developing a process for the next Team Supervisor eligibility list. Options are continuing to be researched that are offered by outside agencies such as Public Safety Testing, the National Testing Network, and IMPA-HR.

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Finance Board Report Page 1 of 1

MEMORANDUM

To: NORCOM Governing Board

From: J.R. Lieuallen, Finance Manager


Re: Staff Update

• Current/Ongoing events o Tyler (NWS) Settlement Agreement Payments – There are two remaining

payments: The 2014-2015 SSMA amount of $388,160 (due 120 days from the

payment made on 03/23/2016), provided there are no outstanding P1’s or P2’s. Payment is still pending.

The Final Acceptance payment of $274,509 o 2017 Budget – Proposed Budget for recommendation included in packet

Final adoption will take place at the December meeting. Agency notification of rates will be distributed at the August 12 meeting.

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NORCOM On Track – The Wellness Committee:

NORCOM was awarded a Mini Grant of $830 for participation in the 2015 AWC Health Questionnaire. The results of the questionnaire and the NORCOM Needs and Interests Survey both indicated nutrition and eating healthy are a big concern for our employees.

A list of kitchen items was compiled distributed to all employees, giving them the opportunity to vote on the items they found most useful. Items with the most votes were purchased with the grant money.

Three days of food demonstrations were held to introduce the new items and included a Smoothie Day, Fruit and Veggie Day and Toaster Oven Pizza Day.

Promotion for the 2016 Health Questionnaire began July 1st.

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Board Report

Page 1 of 2

MEMORANDUM

To: NORCOM Governing Board

From: Dee Hathaway, IT Director

Date: August 2nd, 2016

Re: Staff Update – Information Technology

Fire Projects (Project Manager – Karen Furuya) • GIS Database Consolidation

NORCOM and TriTech have worked through the inconsistencies with the back end databases. In-depth testing has gone well with no issues to report. The implementation in our production environment is scheduled for August 8th, 2016. (This project will consolidate Tritech and New World GIS data into one database, providing consistent data between both CAD systems and streamlining maintenance processes.)

• PulsePoint The Governing Board voted to terminate moving forward with PulsePoint primarily based on the Licensing Agreement. A letter was sent to PulsePoint indicating the same. No further action to be taken. (This project will implement the PulsePoint application for NORCOM. PulsePoint is intended to enable CPR-trained citizens and off-duty professionals to provide critical assistance immediately following cardiac arrest. This project is funded through Medic One Foundation and in cooperation with Seattle Fire Department.)

Police Projects (Project Manager – Mike Prill) • Tyler/New World Systems

At this time there two priority 2 issues. The latest patches were installed on January 20th and following the settlement agreement, the outstanding SSMA payment was issued to Tyler 60 days later. In March NORCOM began formal meetings with representatives of Tyler Technologies to continue discussions around module trading and Exhibit Q, as well as to start an analysis of next steps to upgrade to the 11.x platform around Q1 2017. The most recent meeting was on July 20th, however Tyler had still not provided the information required to move forward.

• LInX Interface Northrop Grumman (NG) has provided a test site and NORCOM has been working with our Agency LInX testers on test case creation, uploads and edits. No known priority items exist, therefore

58

Board Report

Page 2 of 2

Agency representatives will determine when they are ready for NORCOM to implement the system into production. (LInX is a regional data sharing website which links 1500+ agencies. It is a replacement for the old RAIN system. LInX has not been operational since October 2014)

• Coplogic Interface There has been several weeks of minimal activity and communication from Coplogic. Recently, NORCOM was assigned a new technical representative and have since worked through a number of the outstanding bugs and issues. Next steps include in-depth Agency testing and conversations with BEPD, KIPD and NORCOM Ops to standardize the Coplogic criteria. Standardization should reduce then number of accidental referrals to the website that should have gone to an Officer and vice versa. (Coplogic allows Agencies to accept reports online from their citizens.)

• Message Switch Installation is schedule for September 19-21. (This project will upgrade the Tyler/New World Systems Message Switch, which is an interface between NORCOM’s systems and NCIC/WACIC/DOL/NLETS computers.)

Infrastructure Projects (Project Manager – Nathan Way)

• King County Phone System Replacement Project – CISCO UCM

King County and Century Link installed the SENTRY remote monitoring server to monitor all aspects of the VIPER system. The installation went very smoothly and did not have any adverse effect on dispatch functions. E-mail alerts are being sent out to Intrado, Century Link and NORCOM IT. King County will potentially be working on our Admin phone system between other projects during August.

(The phone system replacement is part of King County’s initiative to upgrade the Enhanced 911 (E-911) systems to Next Generation 911 (NG911) technology. The Phone System Replacement project will be replacing the VIPER NG911 system and CISCO UCM for the Administrative and Business lines. The new phone system is required for use of NG911 technologies such as Text to 911, Voice over Internet Protocol (VoIP) and Automatic Collision Notification Systems i.e. OnStar.)

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