Public Safety Communications

Annual Report 2011

calgary.ca | call 3-1-1

Onward/ By 2020, calgary communities are resilient, complete and connected.

Table of Contents

1. Focusing services to Meet citizens’ needs 1

2. Message FroM the general Manager 3

3. Message FroM the Board oF governors 5

4. Message FroM the coMMander 6

5. Year in review 8

5.1 encouraging active, creative and healthY liFestYles 10

5.2 Providing and ProMoting PuBlic saFetY 12

5.3 Fostering a coMMunitY that cares 16

5.4 Providing services that calgarians value and relY uPon 18

5.5 Building and strengthening PartnershiPs to Meet coMMunitY needs 20

5.6 Fostering a Positive, innovative and saFe workPlace 22

6. 2011 Financial inForMation suMMarY 24

7. looking ahead 26

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1Focusing services to Meet citizens’ needs

as calgary’s 9-1-1 centre, Public safety communications (Psc) is committed to delivering fast and responsive answering, evaluating and dispatching of emergency and non-emergency calls for the calgary Police service and calgary Fire department, as well as contracted agencies including alberta health services. the timeliness, speed and quality of their work directly impacts the effi ciency and effectiveness of the emergency and non emergency service our citizens receive from fi rst responders.

In 2011, nearly one million citizens relied on Public Safety Communications to connect them with the emergency and

non-emergency help they needed.

not only do citizens rely on Psc emergency communications officers to get them the help they need in a time of crisis, but, calgary’s emergency services also rely on Psc’s quick handling of calls to activate the chain of events necessary for them to respond safely and effectively.

Psc’s management and Board of governors continue to seek out expectations of citizens, emergency service partners and Psc employees. in 2011, this feedback was sought through:

• the community services & Protective services citizens expectations and Perceptions research, identifying citizens beliefs about acceptable levels of 9-1-1 and non-emergency call service;

• the city of calgary’s corporate citizen satisfaction survey, assessing overall citizen satisfaction with 9-1-1 services;

• Psc caller satisfaction surveys, examining areas of strength and opportunities for improvement as identified by actual callers to 9-1-1 and police non-emergency lines;

• the city of calgary’s corporate employee survey evaluating employee satisfaction with their jobs, work environment, growth and learning opportunities, organizational direction and management.

combined, the results of these performance measures indicate that Psc is meeting or exceeding many expectations of citizens and stakeholders, including citizen satisfaction levels.

2011 marked the fourth consecutive year that citizens who had called 9-1-1 rated the service provided at more than 90 per cent. in fact, 94 per cent of citizens who used Psc’s services in 2011 said they were satisfied or very satisfied with the service they received when calling 9-1-1. this service level rating is up from 91 per cent in 2010.

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2Message from

the general Manager

dear council, citizens and city colleagues,

improving the quality of life in calgary is at the heart of everything we do in community services & Protective services. we deliver a broad array of social, recreation, leisure and public art programs and services that encourage active lifestyles, inclusive communities and vibrant neighbourhoods for all citizens. we protect, preserve and restore public safety through the programs and services of the calgary Fire department, 9-1-1, bylaw education and enforcement, and emergency and disaster response systems.

we do all this with a staff of 5,200 hard-working, dedicated employees, in partnership with community agencies, community and social recreation partnerships, civic partners and a network of provincial and federal departments and emergency management agencies. and we do so with the needs and priorities of citizens in mind.

citizens have told us they value things like libraries, recreation facilities, culture and sport facilities, and fi re services. we have listened. and we are responding.

on July 25, 2011, city council created a long-term sustainable funding pool to address both new and existing community infrastructure needs. their foresight to create this fund demonstrates the city’s commitment to safe, sustainable and vibrant neighbourhoods for all calgarians.

the community investment fund will allocate $252 million into tangible and useful community improvements over the next six years on things like libraries, recreation centres, swimming pools, arenas, athletic fi elds, parks, playgrounds and emergency services. while projects vary in scope, size and cost, every single one of them directly helps create more livable communities. i look forward to sharing more information with you on these projects in 2012!

we are proud to share with you the major accomplishments and milestones we have highlighted in our 2011 annual reports. thank you to all the employees of our department who work in calgary neighbourhoods every day to make our city vibrant, healthy, safe and caring.

erika hargesheimer

general Manager community services & Protective services the city of calgary

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3Message from

the Board of governors

2011 was a milestone year for Public safety communications as we celebrated our fi fth anniversary. the past fi ve years have been both immensely challenging and rewarding for our organization as we continued to fuse into a cohesive entity under the city of calgary umbrella. in 2006, the communication sections of the calgary Police service, calgary Fire department and calgary emergency Medical service moved to a common location under the new identity of the city of calgary Public safety communications.

receiving almost a million 9-1-1 emergency and non-emergency calls each year, Psc is the largest public safety answer point in alberta, and one of the largest in canada in terms of call volumes and number of people served. we are the lifeline for calgarians and surrounding areas as we link people in need of help with the emergency service responders who can help them. we are very proud of the role we play as fi rst responders for the citizens we serve!

as with any change, we have experienced some bumps along the way as we have worked to streamline our operation and establish a unique organizational culture. i am very pleased to see that the

overall rating of emergency communications offi cers at the Psc by citizens remains very high at 95 per cent, according to the 2011 city of calgary citizen satisfaction survey. this number is up an impressive 4 per cent from our previous rating of 91 per cent in 2010. i am also very pleased to report that 52 per cent of Public safety communications employees are satisfi ed with the overall quality of their work life, compared to 34 per cent in 2010, according to the 2011 city of calgary employee satisfaction survey. i am certain the creation of our core values of teamwork, respect integrity and honesty will only serve to increase both citizen and employee satisfaction in the years to come.

as we embark on another challenging year in 2012, i thank the citizens of calgary for their ongoing support of the Psc and i applaud all Psc employees for the exceptional work they do every day!

trevor darouxchair, Psc Board of governors

4Message from the commander

2011 was a signifi cant year for Public safety communications. we celebrated our fi ve-year anniversary, launched a public education campaign aimed at reducing accidental 9-1-1 calls and developed a strategic plan that will guide our actions over the next fi ve years.

while Public safety communications has seen signifi cant growth and success in its short, fi ve year history, the development of the Five-Year strategic Plan entitled “connecting our citizens and emergency services” will guide the direction and decisions through 2016 with the goal of delivering the agility, foresight and leadership expected from an organization supporting public safety. Five strategic directions have been outlined in the plan:

• delivering unparalleled service to our primary agencies, contracted clients and citizens;

• optimizing our workforce to meet the service demands of our primary agencies and contracted clients;

• Building service resiliency and business continuity;

• leveraging innovation in technology;

• ensuring better fi nancial capacity.

this plan will help us to strengthen our core areas of focus and importantly, provide steps toward the achievement of industry standards and best practices, ensuring Public safety

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communications meets the needs of citizens, emergency responders and staff. we have challenged ourselves to reach for some very ambitious goals because we know that this is what our stakeholders expect of us, and, it’s what we expect of ourselves.

in 2011, our core service of answering emergency calls for Police, Fire and eMs continued to meet our targets. we answered 95 per cent of emergency calls within 15 seconds. importantly, calgarians indicated their approval of our work, with 94 per cent saying they were satisfi ed or very satisfi ed with the service they received when calling 9-1-1. this is an increase from 91 per cent in 2010.

lastly, our employees indicated that 87 per cent of them are proud to work for the city of calgary and 73 per cent get a great sense of accomplishment from their work.

i look forward to this exceptional momentum continuing into 2012 and beyond.

nina vaughanPsc commander

52011 was an important year in the evolution of Public safety communications. Beginning with celebrations marking its fi fth anniversary, Psc’s vision and goals for the next fi ve years were articulated and began to take shape. Both internally and externally, Psc’s profi le was raised in 2011.

Public Education Campaign

early in 2011 a public education campaign was launched, aimed at raising the awareness of the critical issue of accidental 9-1-1 calls and educating calgarians about how to avoid making these calls. emergency communication offi cers fi eld between 300 and 400 accidental 9-1-1 calls every day, occupying key resources from assisting those with real emergencies.

the success of the campaign was demonstrated in the recall rate of 51 per cent. additionally, almost 30 per cent of calgarians could recite at least some of the campaign’s key messages.

5 Year Strategic Plan

while Psc has seen signifi cant growth, improvement and success in its short, fi ve year history, this strategic plan will guide the direction and decisions for the next fi ve years with the goal of delivering clients and citizens the agility, foresight and leadership expected from an organization supporting public safety.

the basis of this plan was formed by integrating the recommendations of Psc’s operational review with a series of goals and objectives to form a roadmap from which Psc staff will strengthen the foundation of effective and effi cient public safety communications in calgary.

Year in review

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Three Year Business Plan

a comprehensive three year business plan was developed in 2011 that will serve as a guide for Psc through 2014. it takes the Five-Year strategic Plan, the operational review, the community services & Protective services Business Plan, council’s objectives and imagine calgary’s vision all into account to ensure alignment and progress for Psc.

this plan offers a detailed road map for managing stakeholder needs and preparing for and implementing emerging trends such as changes in consumer technology.

the three-year business plan is broken down into fi ve strategic directions:

• delivering unparalleled service to all of our stakeholders;

• optimizing our workforce to meet the service demands of our emergency service clients;

• Building service resilience and business continuity;

• leveraging innovation in technology; and

• ensuring better fi nancial capacity.

Value Development

internally, Psc staff led the creation of guiding values for Psc. through an open and collaborative process creating a framework for discussion and accountability, staff agreed that Teamwork, Respect, Integrity and Honesty were the values they feel best described the working environment they desired.

5.1

Promoting Safer Communities

throughout the year, Psc staff were involved with several key initiatives designed to foster safer living and communities, particularly among some of the more vulnerable populations including youth and senior groups.

in 2011, Psc employees attended the city of calgary’s safety expo to encourage and empower youth to take an active role in creating safety-minded attitudes. More than 3,000 students in grades four to seven were given the opportunity to practice calling 9-1-1 and learn how to prevent accidental 9-1-1 calls to ensure resources are available when needed for emergencies.

• calgary emergency Management agency’s disaster alley;

• the city of calgary safety expo;

• the calgary Police service Junior Police academy;

• the calgary Fire department cadet Program.

Connecting with Youth

in 2011, Public safety communications staff attended many job fairs at high schools and post-secondary institutions, offering information about both preventing accidental 9-1-1 calls, and careers at Psc. By introducing the possibility of a career as an emergency communications offi cer to students who are either entering post-secondary or who have already begun their studies, staff at Psc were able to provide advice on key requirements for qualifying for the job.

encouraging active, creative and healthy lifestyles

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Providing a Supportive Environment for Staff

like all emergency responders, emergency communications offi cers are often involved in diffi cult, emotional incidents through the course of their work. Psc supports a formal critical incident stress Management team trained in crisis intervention, targeted specifi cally to emergency services personnel. using a peer-driven model to encourage employee participation, staff are taught how to build resiliency and are supported through appropriate crisis interventions. in 2011, the cisM team completed 20 interventions with approximately 100 employee participants.

5.2

Psc is the largest Public safety answer Point in alberta, and one of the largest in canada in terms of call volumes and number of people served. Psc staff answer nearly one million calls annually from residents in calgary and surrounding districts. combined, Psc serves a region of approximately 40,000 square kilometres.

Increase in Emergency Calls

in 2011, the number of emergency calls to 9-1-1 increased by over 50,000 from 2010, while the number of non-emergency calls decreased by just over 23,000.

similar to previous years, police-related non-emergency calls made up the majority of non-emergency calls to Psc in 2011.

2007 2008 2009 2010 2011

600,000

0

445,960

Total Emergency Calls Total Non-Emergency Calls

598,221

448,459

525,520

415,747

454,783443,206

446,433

494,180

423,221

500,000

400,000

300,000

200,000

100,000

Breakdown of calls to PSC in 2011:

Providing and Promoting Public safety

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350,000

0

Police Non-Emergency Calls

Fire Non-Emergency Calls

300,000

250,000

200,000

150,000

100,000

Medical Non-Emergency Calls

50,000

Breakdown of non-emergency calls:

Providing Fast Response to Calls for Help

the timely answering of 9-1-1 calls is of extreme importance to citizens who look to Psc to provide fast response to emergency and non-emergency calls. Psc has set a target grade of service to answer emergency 9-1-1 calls within 30 seconds, 95 per cent of the time and within 15 seconds, 90 per cent of the time for non-emergency calls.

in 2011, the emergency call grade of service targets were met, and while the non-emergency targets were not met, they did improve over 2010. there will be a focus on meeting the non-emergency answer time targets in 2012.

in 2011, the average speed of answer for a call to 9-1-1 was 6 seconds.

2007 2008 2009 2010 2011

80

60

40

20

100

0

85%

98%

89% 96

%

97%

9-1-1/Fire/EMS Police 9-1-1 EMS Non-Emergency

78%

93%

90% 95

%

94%

82%

84%

86%

87%

88%

89%

82%91

%

86%

86%

35%

65%

43%

78%

63%

Fire Non-Emergency

Police Non-Emergency

Percentage of Calls Answered Within Grade of Service

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Accidental Call Campaign

Public safety communications staff answer more than 300 accidental phone calls each day.

in 2011, a public education campaign was launched to educate citizens about the importance of freeing up emergency lines by putting cell phones on “stand-by” or storing them in a holster to avoid accidental calls to 9-1-1.

with a tagline of “9-1-1 needs You!”, the campaign focused on helping calgarians understand the seriousness of accidental calls and how they can take steps to prevent their cell phone from unintentionally dialling 9-1-1.

5.3Fostering a community that cares

United Way

every day, staff at Public safety communications come to work committed to helping calgarians in their time of need. this commitment to helping citizens extends well beyond their work, as Psc staff are regularly involved in fi nding ways to support the community.

in 2011, staff at Psc raised thousands of dollars for the united way of calgary & area. through employee organized events including a valentines day cupcake sale and a christmas bake sale, coupled with raffl es, bingos and soliciting pledges, employees at Psc chose to support this important organization that serves so many.

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in addition to supporting the united way campaign, Psc  contributes year-round to activities that contribute to the community, such as volunteering at the ronald Mcdonald house. Psc employees volunteer numerous times throughout the year, planning meals, purchasing groceries and cooking for families whose children are receiving medical care at the nearby alberta children’s hospital.

Psc in partnership with the calgary Police service, the calgary Fire department and alberta health services participated in the 2011 sirens for life Blood donor challenge.  Psc exceeded the target of saving 911 lives and was able to donate 930 units of blood. calgary won the ninth annual sirens for life blood donor challenge.

Finally, Psc employee operate the ‘snack shack’ – a convenient place for staff to purchase snacks. the supplies’ are managed by employees and all profi ts go directly to various community organizations.

5.4

Providing services that calgarians value and rely upon

Meeting Expectations of Emergency Callers

in 2011, Psc surveyed callers to 9-1-1 and the police non-emergency line to assess citizen satisfaction and the service provided. For the fourth consecutive year, callers to 9-1-1 have rated satisfaction above the 90 per cent target set for the service. in fact, 94 per cent of citizens who used Psc’s services in 2011 said they were satisfi ed or very satisfi ed with the service they received when calling 9-1-1. this service level rating is up from 91 per cent in 2010.

2008 2009 2010 2011

100

0

90% 91% 91%94%

80

60

40

20

Targ

et li

ne: 9

0 pe

rcen

t

9-1-1 Caller Satisfaction

I found them to be very professional, very calm on the phone. It made the whole situation a lot easier to deal with.

Citizen in Need of Fire Assistance:

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Citizen Metrics for Public Safety Communications

96 per cent of citizens feel calgary’s 9-1-1 service is important, while 88 per cent feel 9-1-1 is essential to their quality of life.

Calgary’s 9-1-1service is

important

100

0

96% 95%92%

88%80

60

40

20

Calgary’s 9-1-1service should

educate thepublic aboutproper usage

I trust that 9-1-1 will be

there in a timeof need

9-1-1 isessential to

having qualityof life

She was excellent and calm. I told her what was happening on my end and she was really calm and courteous.

Citizen in Need of Emergency Medical Assistance:

I got all of the information and then some, so I think that they were very knowledgeable and professional about what I was calling about.

Citizen in Need of Police Assistance:

5.5

Building and strengthening Partnerships to Meet community needs

as Psc continues its evolution as alberta’s largest public safety answering point, its key focus has been on meeting the needs of its partnering organizations to deliver timely and effective emergency response to citizens.

Call Management Service Standards and Quality Compliance

in 2011, Public safety communications’ Board of governors directed Psc to establish service standards and defi ne performance expectations for the calgary Police service and calgary Fire department to ensure that partner agencies receive appropriate services at the required level.

as part of their commitment to ensuring they are meeting the needs of their partnering agencies, Psc will collect data and will review one per cent of calls for quality compliance with policy and procedures with a targeted compliance of 90 per cent.

Strengthening Relationships to Support Emergency Medical Service to Citizens

in 2011, Psc continues its role as the ground ambulance dispatch centre for alberta health services in calgary and surrounding communities in southern alberta. this key relationship allows Psc to effi ciently coordinate a tri-services response to an emergency, which

Performance MeasureRecommended Grade of Service Standard

Grade of Service prior to Feb 2011

Speed of Answer – 911

95% within 15 seconds

90% within 20 seconds

Speed of Answer – Police 911

95% within 15 seconds

90% within 20 seconds

Speed of Answer – non emergency

90% within 30 seconds

90% within 30 seconds

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supports enhanced citizen and emergency responder safety.

throughout the year, Psc staff worked with alberta health services to ensure their needs and targets were achieved. the current emergency medical service dispatch service agreement expires on March 31, 2013.

Training to Improve Service to Citizens

as in past years, training played a signifi cant role in both the on-boarding and ongoing development of emergency communication offi cers to ensure they are prepared to confi dently and competently assist citizens and emergency responders in emergency situations.

training remains a critical element in our operations, emergency communications offi cers receive between 320 – 360 hours of initial training, depending on their functions. additional training sessions are held for operations staff on a regular basis throughout the year.

The People Behind the 9-1-1 Service to Calgarians

in 2011, 312 employees, 91 per cent of whom are emergency communications offi cers, provided emergency and non-emergency call assistance to nearly one million callers.

2007 2008 2009 2010 2011

300

0

231 230

261

296 312

200

150

50

250

100

Public Safety Communications Staffi ng Levels

5.6

Employee Satisfaction

in 2011, over 60 per cent of Public safety communications employees responded to a survey gauging employee satisfaction and 87 per cent indicated they are proud to work for the city of calgary.

overall, 52 per cent of Public safety communication employees are satisfi ed with the quality of their work life, up signifi cantly from 34 per cent in 2010. other strong gains were achieved in the number of employees who feel their work-related stress is manageable, with 58 per cent of employees agreed with this statement, compared to 34 per cent a year earlier.

the positive gains in employee satisfaction can be attributed to the concentrated work undertaken to improve the lives of employees at Psc. signifi cant work was undertaken in 2011 to transform the culture, including instituting employee forums, developing guiding values with the input of all employees and developing leaders.

PSC Values

in 2011, Psc employees worked together to create values for their workplace. an employee committee was formed to gain an understanding of the values that represent Psc. over the course of several months, input and feedback was solicited from employees at all levels of Psc, and the result was four guiding values:

• teamwork – we are a proud, supportive, united team, committed to a common cause

• respect – we treat people with fairness, compassion and understanding

• integrity – we strive to achieve the highest ethical and professional standards

• honesty – we are truthful and open with others

the values have become important to the staff at Public safety communications. they display their values prominently throughout the building, as a way to demonstrate their commitment to continual excellence.

Fostering a Positive, innovative and safe workplace

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Recruitment

in 2011, through ongoing recruitment and rigorous screening of applicants, 34 new emergency communication offi cers joined Psc, bringing the compliment of operational staff to 284.

5 Year Celebrations

2011 marked the fi ve year anniversary. the achievements and progress made by the employees at Psc since its inception in 2006 were celebrated by the chiefs and executives of stakeholder organizations, as well as internally.

vision: To be the model of excellence in public safety communications in Canada.

Mission: To meet or exceed Canadian industry standards

in public safety communications while balancing the needs of multiple stakeholders.

Mandate: Improving safety by coordinating emergency response and providing updates more quickly to emergency personnel on calls.

core services: Provide constant and continuous:.

• Emergency telephone call evaluation and dispatch;

• Non-emergency call evaluation and processing for our client agencies and citizens;

• Communications support for frontline crews.

6Operating Budget

Psc is committed to maintaining a transparent, cost-effective approach to its operations. in 2011, Psc had a favourable operating variance of $722 thousand. 3.45 million was transferred to the 9-1-1 reserve fund.

$16.4 million in revenue was recorded in 2011, with a favourable variance of $1.1 million due to higher 9-1-1 fees, rural fi re dispatch and other revenues.

Capital

the 2011 annual capital budget for Psc was $4.075 million. at the end of the year, 30 per cent of that budget had been spent. this is lower than originally anticipated, due primarily to delays in two of the largest planned capital projects, being the 9-1-1 telephone system upgrade and the central communication hardware project.

2011 Financial information summary

PSC Approved Budget vs. Actual Budget

Year Approved Budget Actual Budget

2007 14.6 13.7

2008 17.2 17.1

2009 18.8 13.2

2010 16.7 14.8

2011 19.1 18.4

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Breakdown of Community Services & Protective Services Spending

For every dollar of the city of calgary residential property tax bill*, 43 cents are collected on behalf of the province. of the 57 cents collected for the municipality, the city spends 13 cents on community services & Protective services as follows:

Views about Investment in Public Safety Communications

when asked, a full 59 per cent of calgarians said more money should be invested in Public safety communications.

More Same Less Don't Know

60

0

59%

38%

1%3%

50

40

30

20

10

Citizen Views About Investment in Public Safety Communications:

* Based on the combined current municipal and provincial property tax rates as independently determined by each level of government.

Proportion of Tax Dollar by Business Unit

Provincial government 43

Municipal services & Programs 57

community & neighbourhood services 0.1

Parks 2.8

recreation 1.5

animal & Bylaw services 0.4

calgary Fire department 6.5

Public safety & communication (9-1-1) 0.7

7looking ahead

2012 and beyond will be important years in the evolution of Public safety communications in calgary.

in the years ahead, Psc will play a signifi cant role in the evolution of public safety communications in both calgary and alberta. with the implementation of provincial police information and radio communication systems, there will be a dramatic change in how Psc employees help to connect emergency service responders more quickly and reliably with the information they need.

as consumer handheld devices continue to grow in popularity, Psc will become part of this communication revolution, identifying how these technologies will impact how citizens will contact 9-1-1 and share information that can inform emergency response.

as an organization, Psc will continue its evolution in 2012. work towards aligning staff and resources to support the calgary Police service, calgary Fire department and contracted client agencies will be a key focus, as will the commitment to service excellence for citizens and emergency responders.

improving safety by coordinating emergency response and providing updates more quickly to emergency personnel on calls.

enhancing public value and customer service by streamlining 9-1-1 calls and dispatching emergency personnel more quickly.

Managing the demand of demographic and geographic growth by increasing the city’s capacity to handle the expected increase in call volumes, and by enabling calgary Fire department, calgary Police service and alberta health services to share costs for infrastructure, technology and support.

PSC Core Services

on behalf of client agencies, Public safety communications provides emergency services and non-emergency services to citizens and communications support to frontline responders.

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Calgary’s Connection to Emergency Services

well trained Psc staff answer the call from citizens and assess the nature of the emergency before dispatching the appropriate emergency responders to resolve the situation quickly, safely and effectively. Psc’s emergency communications offi cers are the reassuring, trained voice on the other end of the line who are prepared to provide guidance, support and instructions to citizens regarding any type of fi re, police or medical emergency.

Centralized Point of Incident Information and Coordination of First Responders

Psc coordinates all of the information required for fi refi ghters, police offi cers and paramedics responding to an incident. By quickly bringing together information from multiple sources, emergency communication offi cers are properly prepared to deliver citizens the type of help they need.

Resolving Non-Emergency Health, Safety and Property Issues for Calgarians

Many citizens encounter issues that impact their health and safety but may not be an emergency. through fi re, police and emergency medical service non-emergency lines, Psc connects calgarians with the resources, emergency services and information they need to resolve these concerns.

Public Safety Communications

Annual Report 2011

2012-0230