ANNUAL REPORT 2018

DuPage Public Safety Communications, DU-COMM Website: www.ducomm.org Twitter: @ducomm911 Facebook: DUCOMM911

420 N. County Farm Road Wheaton, IL 60187

Tel: 630-260-7500

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TABLE OF CONTENTS Executive SUMMARY ____________________________________________ 3

Strategic Highlights ________________________________________________________ 3

Agency Highlights _________________________________________________________ 3

History and Organization _________________________________________ 4

History __________________________________________________________________ 4

Organization _____________________________________________________________ 4

Governance and Oversight ________________________________________ 6

Agency Involvement _______________________________________________________ 6

Operations Summary ____________________________________________ 7

2018 Operational Statistics __________________________________________________ 7

2018 Police CAD Incidents ________________________________________ 8 2018 Fire CAD Incidents __________________________________________ 9 2018 9-1-1 phone statistics _______________________________________ 10

Quality Assurance ________________________________________________________ 11

2018 Radio Talk Time ___________________________________________ 12

Training ________________________________________________________________ 13

Support Services Summary ______________________________________ 14 Administration summary _________________________________________ 15 Smart 911 ____________________________________________________ 16

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EXECUTIVE SUMMARY Strategic Highlights DuPage Public Safety Communications staff provide public safety communications for over

850,000 citizens of our combined jurisdiction and our forty-four (44) member police and fire

agencies. Our staff worked twenty-four hours a day, seven days a week to provide these

critical services. All of this accomplished with the hard work of our employees, the dedicated

leaders within the organization, and the support of all of our stakeholders.

Agency Highlights In 2018, DU-COMM completed a long anticipated project and moved to its new location on

the DuPage County west campus. This project was officially approved by DU-COMM’s

Board of Directors with a unanimous vote on February 15, 2017, and construction was

completed in 18 months. On July 10, 2018, Chairman David Brummel, officials from the

DuPage ETSB, and DuPage County held a dedication and ribbon cutting for the new facility.

The facility was operational by the last week of August. DU-COMM operations were moved

within a twenty-four (24) hour period with minimal impact to our member agencies.

In addition to the new facility, the organization continued to “answer the call” for all our

citizens and member agencies. The rest of this report will highlight the agencies activities in

2018.

“It is a state-of-the-art public safety communications center, that will allow DU-COMM to move into the next generation of 9-1-1, and provide the citizens we serve, our agencies, and our employees a facility to meet their needs now and for decades to come.”

– Chairman David Brummel, July 10, 2018

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HISTORY AND ORGANIZATION History DuPage Public Safety Communications (DU-COMM) is an

intergovernmental agency formed in 1975 to provide public safety

communications to police and fire agencies. In 2018, DU-COMM

served forty-four (44) agencies and over 850,000 residents within

DuPage County.

DU-COMM receives citizens’ requests for police, fire, and EMS

(Emergency Medical Services) via 9-1-1 and ten-digit emergency

phone lines. In 2018, DU-COMM dispatched over 760,000 calls for

service and processed over 1.2 million phone calls in and out of the

center. DU-COMM is a MABAS (Mutual Aid Box Alarm System)

communications center for Divisions 10, 12, and 16.

Organization DU-COMM is comprised of three (3) departments: Administration,

Operations, and Support Services.

Administration consists of the Executive Director, Deputy Director

Operations, Deputy Director Support Services, Finance/HR Manager,

Finance Clerk, Office Assistant, and Executive Secretary. The

Administrative staff leads and supports the agency and all executive

functions, including finance, payroll, and benefit administration.

The Deputy Director Operations directs the Operations Department. A

Communications Manager is responsible for each of the three (3)

shifts and six (6) Communications Supervisors, a Training/QA

DU-COMM Police Agencies

Bartlett

Burr Ridge

Carol Stream

Clarendon Hills

Darien

Downers Grove

Elmhurst

Glen Ellyn

Hanover Park

Hinsdale

Lisle

Lombard

Oak Brook

Oakbrook

Terrace

Roselle

Villa Park

Warrenville

West Chicago

Wheaton

Willowbrook

Winfield

Woodridge

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Manager, and a Protocol Coordinator support the department. In

Operations, 9-1-1 Telecommunicators (TCs) answer incoming calls

from citizens and dispatch the appropriate resources. The backbone

of the agency is the eighty-three (83) full-time TCs, two (2) part-time

TCs, and three (3) part-time Alarm Operators. TCs are responsible for

handling all incoming requests for assistance and dispatching the

appropriate police, fire, or EMS units in an efficient, organized, and

professional manner.

The Support Services Department is led by the Deputy Director

Support Services and includes two (2) units: Technical Services and

MIS (Management Information Systems). The Technical Services

Manager, three (3) full-time and one (1) part-time Technicians are

responsible for the agency’s radio infrastructure and facilities, aided

by the Systems Coordinator that supports the countywide radio

system and other projects.

The MIS Manager, three (3) full-time System Analysts, and one (1)

part-time GIS Coordinator are responsible for system administration

and support all DU-COMM computer technologies including CAD

(Computer Aided Dispatch) and related systems used by TCs, field

personnel, and all DU-COMM departments.

DU-COMM Fire Agencies

Bartlett

Bloomingdale

Carol Stream

Clarendon Hills

Darien-

Woodridge

Downers Grove

Elmhurst

Glen Ellyn

Glenside

Hanover Park

Hinsdale

Lisle-Woodridge

Lombard

Oak Brook

Oakbrook Terr.

Roselle

Villa Park

Warrenville

West Chicago

Wheaton

Winfield

York Center

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GOVERNANCE AND OVERSIGHT DU-COMM is a unit of government formed by an Intergovernmental Agreement with its

twenty-two (22) member municipalities and eleven (11) fire districts per the Illinois

Intergovernmental Cooperation Act (5 ILCS 220/1).

The Board of Directors governs DU-COMM and meets quarterly to approve major purchases,

annual budgets, and bylaws. The Board also selects the Executive Director.

The Executive Committee meets monthly to guide the day-to-day operations of DU-COMM

and oversee routine finances, personnel, policies, and strategic planning.

Agency Involvement DU-COMM member agencies influence operations and services through DU-COMM’s four

(4) advisory committees: Chiefs Operations Committee, Fire Operations Subcommittee,

Police Operations Subcommittee, and Support Services Subcommittee.

The Chiefs Operations Committee meets bimonthly to review and approve procedures and

provide oversight and direction to DU-COMM’s administration. This committee is the forum to

voice comments and concerns on DU-COMM operations.

The Fire Operations Subcommittee meets bimonthly to address fire communications,

department responses, procedures, and issues that affect Fire/EMS agencies. The

Subcommittee directed the Fire Standardization and Fire Marshall ad-hoc committee work for

improved operations.

The Police Operations Subcommittee meets bimonthly to address police communications,

department responses, procedures, and issues that affect police agencies.

The Support Services Subcommittee meets bimonthly to address technology related

concerns and projects. All member agencies are encouraged to participate on this

Subcommittee.

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OPERATIONS SUMMARY In 2018, significant focus was on moving into the new facility, but DU-COMM also continued

to answer every call. The Operations Department seamlessly did just that from the last calls

at the Glendale Heights location to the first calls at the new location in Wheaton. The

Operations Department focused on improving operations and efficiency during the year, with

an emphasis on metrics. There was also the addition of three (3) Communication

Supervisors (CS), and on May 1, 2018 DU-COMM achieved a long awaited goal of

unplugged supervision twenty-four (24) hours a day, seven (7) days a week.

The additional CS per shift facilitated the successful achievement of another goal; increased

Quality Assurance.

2018 Operational Statistics In 2018, DU-COMM Telecommunicators answered 267,539 9-1-1 calls and 177,626 10-digit

emergency calls. Specifically, wireless 9-1-1 calls increased by 18% in 2018 from the

previous year. CAD incidents increased 4.36 % from 2017 with over 750,000 incidents

generated in 2018 for police and fire events.

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2018 POLICE CAD INCIDENTS

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2018 FIRE CAD INCIDENTS

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2018 9-1-1 PHONE STATISTICS

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Quality Assurance DU-COMM has conducted Quality Assurance (QA) reviews for many years. In 2018, we

realized our goal of complying with the national best practice of conducting QA on 2% of all

calls for service. DU-COMM achieved this goal with 6,679 QA reviews, which is 2.3% of all

dispatched calls for service. Communications Supervisors and additional Operations

personnel conducted the call reviews to ensure each call followed DU-COMM’s policies,

procedures, and protocols. Telecommunicators received individual feedback on performance

and direction on how to make improvements if needed.

In addition to completing the review of our staff’s work, DU-COMM divided each review into

one of five categories of compliance. DU-COMM Telecommunicators achieved overall

compliance to standards on 97% of calls reviewed. In addition, 100% compliance was

achieved 73% of the time.

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2018 RADIO TALK TIME

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Training Training is an important aspect of DU-COMM Operations.

DU-COMM staff completed over 16,000 hours of training

during 2018. Fewer new hire trainees in 2018 resulted in a

reduction of overall training hours from the previous year.

There was an increase of in-house continuing education

classes over the year. In addition, all Telecommunicators

must keep their certifications current in EMD (Emergency

Medical Dispatch), EFD (Emergency Fire Dispatch), CPR,

and LEADS (Law Enforcement Agencies Data System).

TRAINING CATEGORY HOURS New Hire Classroom 9,738 TCIII Cross-Training 568 Conferences Training 286 Tactical/FIAT training 86 Ride-a-longs PD/FD 360 In-House CE/Classes 2,731 External CE/Classes 776 EMD/ProQA/CPR 1,017 EFD/Classroom/ProQA 465 Systems Training 93 Total 16,120

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SUPPORT SERVICES SUMMARY The Support Services Department focused on moving the operations of DU-COMM to the

new facility in Wheaton. A goal was set early in the process to enable an active – active

cutover, so both locations would be operational at the same time. While an ambitious goal, it

was realized on August 29th. All critical systems were installed in the new facility and

operational on schedule. In addition to the new facility, the MIS department also needed to

rapidly complete a network migration off the legacy SONET network to a new fiber/microwave

network for all of our agencies.

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ADMINISTRATION SUMMARY DU-COMM Administration focused on the new facility, and also

ensured all other functions of the agency were supported.

Throughout 2018, administration staff were split between the two

locations until the cutover was completed. In January, the Board

of Directors approved the Fiscal Year 2019 budget. In October,

the Board approved the Fiscal Year 2018 audit. The audit was

approved with no recommendations. Staff continued work on the

Telestaff scheduling program and rolled out new features. A new

time and attendance program was implemented with the move to

the new facility. A new Personnel Manual was approved by the

Executive Committee and published in September. The new

edition was a culmination of many years of work toward a

complete rewrite of the outdated manual.

2018 Agency Awards Supervisor of the Year – Francesca Kubica Support Services of the Year – Steve Licht Telecommunicator of the Year – Christine Bubacz Award of Excellence – Madelyn Walsh

Wall of Life Recipients Gabriela Valencia 2/28/18 Sonja Tyler 2/28/18 Angie Lucado 2/28/18 Kristen VanDerMolen 2/28/18 Blaire Thomas 2/28/18 Jaqueline Wijas 11/28/18 Amanda Schretter 11/28/18 Diana Dobson 11/28/18

EMPLOYEE SERVICE AWARDS

10 Year Service Anniversary Jamie Paplaczyk, May 14 Patrick Walker, July 10 15 Year Service Anniversary Kurt Lentsch, February 3 Jennifer Chambers, July 21 Chris Bubacz, November 4 25 Year Service Anniversary John Lozar, November 15

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SMART 911

DU-COMM encourages DuPage County citizens to sign-up

for Smart911 service. Smart911 provides an enhanced

database to 9-1-1 Telecommunicators in an emergency.

Citizens are able to create a safety profile that provides

9-1-1 with additional personal information, including but not

limited to the following:

o Mobile phone number(s) o Home address o Names of members in the household o Pet(s) o Vehicle(s) o Medical condition(s) o Picture(s)

This information is stored until one of the phone numbers in

the safety profile calls 9-1-1. When the call is received the

safety profile is displayed to the 9-1-1 Telecommunicator.

Register your safety profile

at www.smart911.com.

BOARD OF DIRECTOR OFFICERS

Chairman David Brummel Mayor, City of Warrenville Vice-Chairman Rodney Craig President, Village of Hanover Park Secretary Martin Tully Mayor, Village of Downers Grove Treasurer Timothy Deutschle Trustee, Bloomingdale FPD DU-COMM ADMINISTRATION Brian Tegtmeyer, ENP Executive Director (630) 260-7503 btegtmeyer@ducomm.org John Mostaccio, ENP Deputy Director Operations (630) 260-7504 jmostaccio@ducomm.org

Matthew Baarman, ENP Deputy Director Support Services (630) 260-7514 mbaarman@ducomm.org Angela Athitakis, PHR Finance/HR Manager (630) 260-7505 aathitakis@ducomm.org

OPERATIONS Communications Managers 630-260-7507