dcc · dcc standards are taken from the nfpa standard 1221. exception calls include hazmat, water...

MEMORANDUM

To: Board of Directors, Executive Committee, Joint Operations Committee and DCC StaffFrom: Executive Director Tom FolieDate: 5/9/2019Subject: Dakota Communications Center Monthly Statistics -

The DCC reviews monthly activity and performance based on measurements approved by the Board ofDirectors. Activities measured are call pickup, call processing and emergency medical dispatch (EMD).

●●

●

●

●Total compliance was 99.29%.

Below is an overview of DCC performance.

Fire/EMS CAD EventsLaw Enforcement CAD Events911 Calls

Fire/EMS CAD EventsLaw Enforcement CAD Events911 Calls

April 2019

EMD Total compliance standards were met for November. Case entry was 97.00%.

YTD

51,814 53,773

Priority Law call processing times with the exception of assaults, met standard with an average creation time of less than 55 seconds.

2018Comparisons

within 106 seconds. "All Other Fire Calls" were processed with 74% within 64 seconds and 90% within 106 seconds.

2019

There were 22,954 calls received and 27,504 CAD events.

99,5809,146

12,77925,2692,235

2019YTD

99,1658,608

12,99924,9572,248

2018

Call pickup times were met with 84% answered within 7 seconds, 94% within 10 seconds and 100% of calls answered within 20 seconds.NFPA Standard for fire call processing: 50% of Structure Fire calls were processed within 64 seconds and 94%

DAKOTACOMMUNICATIONS

CENTER 911DCC2860 160th street w. rosemount, mn 55068t: 651-322-1900f: 651-322-2334www.mn-dcc.org

apple valleyburnsvilledakota county

rosemountsouth st. paulwest st. paul

eaganfarmingtonhastings

inver grove heightslakevillemendota heights

members:

9-1-110-Digit AdminTOTAL

* Individual agency CAD events are listed at the end of this report.

8%9,1462,235

99,58025,269

92%

27,504 Total

108,726 Year to Date % of Calls

Wireline

56%

Incoming Calls

WirelessTotal Calls

MonthYear to Date

1,726 44%

11,053 12,779

22,954 10,175

CAD Events*

Law Enforcement Fire/EMS

Wireline14%

Wireless86%

25,269

2,235

Monthly CAD Events


99,580

9,146

Year to Date CAD Events


9-1-156%

10-Digit Admin

44%

DCC Standard: 80% of incoming calls answered within 7 seconds90% of incoming calls answered within 10 seconds95% of incoming calls answered within 20 seconds

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.

9-1-1 Call Pick-Up Performance

84%

94%

100%

70.00% 75.00% 80.00% 85.00% 90.00% 95.00% 100.00%

Call Pick-Up Times

Within 20 Seconds

Within 10 Seconds

Within 7 Seconds

NFPA Standard for Structure and All Other:90% of calls processed within 64 seconds95% of calls processed within 106 seconds

NFPA Standard for PI Accidents with Confirmed Entrapment and Exception Calls:90% of calls processed within 90 seconds99% of calls processed within 120 seconds

Fire Call Processing Times

Fire call processing times are measured from the time the telephone rings through completion of the initial dispatch, often referred to as "ring to ding". DCC standards are taken from the NFPA standard 1221.

Exception Calls include HAZMAT, Water or Ice Rescue, EMD #22, when there is the need for TTY, use of Language Line or where there are difficulties determining a location. (Any call included in the exception category due to location difficulty has been reviewed.)

50%

74%71% 78%

Structure Fire Calls All Other Fire Calls

Percent of Structure and All Other Calls Processed within 64 Seconds

April YTD94% 90%95% 92%

Structure Fire Calls All Other Fire Calls

Percent of Structure and All Other Calls Processed within 106 Seconds

April YTD

33%

61%

Exception Calls

Percent of Exception Calls Processed within 90 Seconds

April YTD

33%

70%

Exception Calls

Percent of Exception Calls Processed within 120 Seconds

April YTD

DCC Standard: Average total creation time of 55 seconds or less for the following incident typesAssaults Fights RobberiesDomestics Personal Injury Accidents Weapons

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.

5

15

25

35

45

55

65

75

85

95

Assault Domestic Fight PI Accident Robbery Weapons All

Seco

nds

Priority Calls

Create Times for Priority Law Calls

Jan

Feb

Mar

Apr

0

10

20

30

40

50

60

70

Assault Domestic Fight PI Accident Robbery Weapons All

Seco

nds

Average Call Processing Time by Priority

Apr

YTD Average:

DCC Standard: 95% Case Entry Compliance90% Total Compliance

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.

Emergency Medical Dispatching

97%96%

99%98%

70%

75%

80%

85%

90%

95%

100%

Monthly EMD Protocol ComplianceCase Entry Total

96% 98%

100% 100%

94%

98%97%

99%

70%

75%

80%

85%

90%

95%

100%

Case Entry Total

Percent of Compliance

Jan

Feb

Mar

Apr

Dakota Communications Center Monthly Statistics

Jan Feb March April May June July August Sept Oct Nov Dec Totals

Apple Valley *51,338Law Enforcement 2863 2,394 2,742 2,586 10,585

Fire/EMS 197 177 176 157 707

Burnsville *61,849Law Enforcement 3,014 2,691 3,101 2,794 11,600

Fire/EMS 630 572 624 517 2,343

Dakota County * 18,558Law Enforcement 1,793 1,594 1,990 2,009 7,386

Community Corrections 63 67 36 41 207

Eagan *68,223Law Enforcement 4,465 4,188 4,357 4,499 17,509

Fire EMS 264 228 277 296 1,065

Farmington *22,343Law Enforcement 911 736 821 951 3,419

Fire EMS 69 56 49 60 234

Hastings *22,400Law Enforcement 1,079 1028 1,286 1,203 4,596

Fire EMS 306 249 259 300 1,114

Inver Grove Heights *34,999Law Enforcement 2,221 2,047 2,237 2,324 8,829

Fire EMS 133 121 124 134 512

Lakeville *60,965Law Enforcement 3960 3,101 4,287 3,768 15,116

Fire EMS 156 142 140 116 554

2019

Jan Feb March April May June July August Sept Oct Nov Dec Totals

Mendota Heights (Includes Mendota and Lilydale) *12,367Law Enforcement 809 767 968 794 3,338

Fire EMS 26 25 26 29 106

Miesville FireFire EMS 2 12 11 8 33

Randolph-Hampton FireFire EMS 14 13 14 13 54

Rosemount *22,559Law Enforcement 1,072 932 1,042 1,080 4,126

Fire EMS 72 78 65 58 273

South St. Paul *20,407Law Enforcement 1,608 1,380 1,968 1,722 6,678

Fire EMS 221 201 229 211 862

West St. Paul (Includes Sunfish Lake) *21,409Law Enforcement 1,629 1,584 1,480 1,498 6,191

Fire EMS 323 311 319 336 1,289

Law Enforcement Total 25,487 22,509 26,315 25,269 - - - - - - - - 99,580 Fire EMS Total 2,413 2,185 2,313 2,235 - - - - - - - - 9,146

*Population per Census Bureau, based on Metro Council website information (www.metrocouncil.org).

Population counts based on 2016 data

* Dakota County Population reflects service area for Sheriff's patrol function.

Nature of Concern

Monthly

Total

Coaching

Training Unfounded Exonerated Discipline Other Technology

Assignment 2 1 1

Coding 0

Incorrect Information 0

Policy/Procedure 1 1

Professional Conduct 0

Timeliness 1 1

Questions 0

Other 0

Total: 4

Compliments

Assignment:

Coding:

Incorrect Information:

Policy Failure:

Timeliness:

Questions:

Compliment:

Coaching/Training: The issue was handled in the supervisory subordinate relationship as coaching or traninng.

Unfounded: The action leading to the concern or allegation did not occur.

Exonerated: The action leading to the concern or allegation did occur, but was found to be proper performance.

Discipline: A formal personnel action was taken in response to the concern or allegation.

Other: Insufficient information available to establish facts of issue.

Technology: The action leading to the inquiry did occur, but was found to be due to a technology complication.

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.

Dispositions:

Fire/EMS

Definitions:

Did the DCC fail to send the correct resources?

Did the DCC fail to code the event correctly?

Dispositions

Did the DCC fail to provide correct information or provide incorrect information?

DCC Service Issues-Fire/EMS-2019

Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Total

Nature of Concern

Assignment 0 1 2 2 5

Coding 0 0 0 0 0

Incorrect Information 1 0 3 0 4

Policy/procedure 0 1 0 1 2

Professional Conduct 0 0 0 0 0

Timeliness 11 4 8 1 24

Questions 0 0 0 0 0

Other 0 0 0 0 0

Total: 12 6 13 4 0 0 0 0 0 0 0 0 35

Compliments 0 0 0 0

Disposition 0 C/T U E D O T


Coding 0

Incorrect Information 4 4

Policy/procedure 2 1 1



Questions 0

Other 0

Total: 35 8 3 21 0 1 2

Assignment: Did the DCC fail to send correct resources?

Coding: Did the DCC fail to code the event correctly?


Policy Failure: Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs?

Timeliness:

Questions:

Compliment:

Coaching/Training: The issue was handled in the supervisory subortdinate relationship as coaching or traninng.






Dispositions:

Definitions:





Nature of Concern

Monthly

Total

Coaching

Training Unfounded Exonerated Discipline Other Technology

Assignment 0

Coding 1 1

Incorrect Information 2 1 1

Policy/Procedure 2 1 1


Timeliness 1 1

Questions 1 1

Other 0

Total: 7

Compliments 3

Assignment: Did the DCC fail to send the correct resources?

Coding: Did the DCC fail to code the event correctly?

Policy Failure:


Timeliness:

Questions:

Compliment:

Coaching/Training: The issue was handled in the supervisory subordinate relationship as coaching or traninng.








Dispositions:

Law Enforcement

Dispositions

Definitions:

Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs?



Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Total

Nature of Concern


Coding 0 0 0 1 1

Incorrect Information 2 0 1 2 5

Policy/Procedure 2 0 0 2 4

Professional Conduct 0 0 0 0 0


Questions 0 0 0 1 1

Other 0 0 0 0 0

Total: 4 0 1 7 0 0 0 0 0 0 0 0 12

Compliments 2 0 0 3

Disposition 0 C/T U E D O T

Assignment 0

Coding 1 1

Incorrect Information 5 3 1 1

Policy/procedure 4 3 1


Timeliness 1 1

Questions 1 1

Other 0

Total: 12 7 1 2 0 0 2

Assignment:

Coding:


Policy Failure: Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs?

Timeliness:

Questions:

Compliment:

Coaching/Training:

Unfounded:

Exonerated:

Discipline:



DCC Service Issues-Law Enforcement-2019

Definitions:

Dispositions:

Did the DCC fail to send the correct resources?

Did the DCC fail to code the event correctly?





A formal personnel action was taken in response to the concern or allegation.

The action leading to the concern or allegation did occur, but was found to be proper performance.

The action leading to the concern or allegation did not occur.

The issue was handled in the supervisory subortdinate relationship as coaching or traninng.

dcc · dcc standards are taken from the nfpa standard 1221. exception calls include hazmat, water...

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