regional consolidated dispatch june 2016 report · regional consolidated psap monthly report –...

Broward County Office of Regional Communications and Technology of 45 Regional Consolidated PSAP Monthly Report – June 2016

Regional Consolidated Dispatch June 2016 Report

Office of Regional Communications and Technology


Executive Summary This report provides an overview of the performance of Broward County’s Regional Consolidated E-911 System for the month of June 2016. Operational Review Team meetings with Fire Rescue and Law Enforcement, and Quality Improvement Meetings continue at regular intervals. These meetings provide forums to review, discuss and evaluate current operating procedures and protocols, and to make recommendations for changes toward improvement of the Regional Consolidated Dispatch System.

There are eight major goals of the Consolidated Regional Communications System:

1. Improve service 2. Employ the best technology available to expedite emergency response 3. Establish consistent performance metrics 4. Reduce delay (Eliminate) in transfer of emergency calls 5. Faster emergency response times 6. Enhance interoperability and coordination amongst responding agencies 7. Fewer errors due to standardized call handling and dispatch protocols 8. Save significant amount of taxpayers’ dollars

Call Volume and Calls for Service

In June 2016, there were a total of 200,292 incoming calls for the Regional System, consisting of 108,498 emergency 911 calls; 59,030 non-emergency calls; and 16,382 alarm calls. There were 29,011 outgoing calls. Outgoing calls are randomly reviewed to ensure calls are of a work relevant nature, as part of the quality check process conducted by BSO. The PSAPs dispatched a total of 146,988 calls to Law Enforcement and Fire Rescue disciplines combined. Of this amount, 23,374 were Fire Rescue calls. During the month there were a number of days that were preemptively mitigated because of the execution of the evacuation plan from the North Regional Consolidated Dispatch Center; from June 11, 2016 through June 16, 2016. For the purpose of reporting Operator performance for the month, the calls for service from these days were removed, resulting in an adjusted (mitigated) number of Fire Rescue calls for service of 18,742. The Operator Agreement defines specific performance requirements for the time to dispatch, referred to as P2/P3 performance. The time to dispatch is the amount of time from when a call is answered at the PSAP until a unit is dispatched. This performance measurement is calculated for every incident for which both the call answer time and the call dispatch time are known. This approach follows NFPA standards.


Of the 18,742 1 of Fire Rescue dispatched calls for the month, both of these data points are known for 12,555 1 calls, representing 66.99% of the adjusted population of Fire Rescue dispatched calls during the month. These 12,555 calls are the basis for the P2/P3 performance measurement. Please note that 66.99% of the adjusted number of Fire Rescue-dispatched calls for the month contain data for both the call answer time and call dispatch time, and are the basis for the P2/P3 performance measure. Various factors contribute to the unavailability of the call answer time data point for the remaining Fire Rescue dispatched calls. ORCAT has identified the following contributing factors for this issue:

• Calls on alarm/non-emergency/admin lines (10-digit numbers) • Duplicated screens used by Operator • Cloned calls by Operator • Field initiated requests

Testing was conducted by ORCAT on June 9, 2016 to assess the effect of configuration changes directed toward transferring the “receive” timestamp data from non-911 calls to the Computer Aided Dispatch System, thereby populating the call answer time data point in the reporting database for callers that dial a ten digit number (admin lines) to contact the PSAP. Test results were mixed. Conceptually, the method was proven successful for callers that dialed a ten digit PSAP contact number from a wireline phone, but was proven not successful when dialing a ten digit contact number from a wireless phone. Subsequent proof of concept testing, and work with the vendors continue. A subcommittee of the Broward County Consolidated Communications Committee (4C) was established to review methods to report Fire Rescue dispatch call processing times using a substitute data field. This was initially requested by the Fire Chief’s Association. Sunshine meetings were held on January 28, 2016, February 16, 2016, April 4, 2016, and June 9, 2016 with the intent to clarify and put forth final recommendations regarding the request. The team discussed reporting what was termed P2a/P3 emergency call processing time. P2a/P3 call process time was defined as starting when the address verification window is presented to the call taker, and ending when the call is dispatched (unit assignment). There was general consensus among the attendees to report this under the section of the monthly report that makes reference to performance measurements that are not in the Operator Agreement. The P2a/P3 call process time reporting is pending final confirmation from the Fire Chief’s Association.

1 As the result of the evacuation of the North Regional Consolidated Dispatch Center from June 11, 2016 through June 16, 2016 these days have been preemptively mitigated. For the purpose of determining the attainment level of the performance measure all calls for service from these days have been removed from the data set. Each of the calls for service numbers presented in this paragraph represent the mitigated calls for service volume.


Call Transfers

For the month of June 2016, call transfers represent 8.92% of the total E-911 calls into the regional centers. As stated in previous reports, 911 call transfers into the regional centers primarily come from the Coral Springs (270) and Plantation (653) Public Safety Answering Points (PSAPS). These totals represent 5.18% and 12.71% of Coral Springs and Plantation PSAPs total E-911 calls, respectively.

The Cities of Coral Springs and Plantation participated in planning meetings for the implementation and development of the County’s new Computer Aided Dispatch (CAD) system, and they are aware of the progress of the project. Coral Springs has contracted to implement a new CAD solution using a system different from the County’s.

Quality Improvement Team Update

The Quality Improvement Team (QIT)—which includes members from the County, Operator (BSO) and the Federation of Public Employees (FOPE) —continues to capture and analyze data.

P1 Performance

There continues to be significant improvement in the achievement of the P1 performance standard for the regional system. The standard for the system is a higher standard, which was adopted by participants in the regional system.

ORCAT met with the Operator to review performance metrics and compare PSAP countermeasures. Forms were provided to the Operator to analyze the days that missed the busy hour daily performance target. The form includes reviews of staffing levels, forecasted vs actual call volumes and free form areas to list actionable countermeasures to address items within the Operator’s control.

For the month of June, the following data indicates the number of days the 90/10 busy hour daily standard was achieved:

• North: 29 days (out of a mitigated total of 29 days) • Central: 28 days (out of a mitigated total of 29) days • South: 28 days (out of a mitigated total of 29 days)

Please note that the North Center met the indicator this month, despite operating in a flee environment. This is evidence of the success of the disaster recovery plan and of a smooth transition to the fallback site, as referenced in the evaluation of the execution of the emergency evacuation, contained at the top of page 40 of this report. Additionally, the ability to fall back to a working site demonstrates the benefit of having a multi-site system for disaster recovery and continuity of operations.


As the result of the evacuation of the North Regional Consolidated Dispatch Center from June 11, 2016 through June 16, 2016 any days where the Operator failed to attain the performance measure have been mitigated. In addition, the busy hours for June 17, 2016 at the Central and South Regional Consolidated Dispatch Centers have been mitigated due to the fact that the while the Operator had an accurate staffing level and appropriate call handling time incoming call volume was significantly higher than expected, and subsequently outside of the Operator’s control. As a result only 29 days were reviewed for those locations.

P2/P3 Performance

On April 11, 2016, the Operator launched a training initiative to address the P2/P3 performance standards. The process and procedure of the training would be conducted in the following manner:

• A member of the QA team will meet with every member of Regional Communications (all shifts/sites).

• The QA member will be seated with the operator and will plug into the VIPER console.

• The QA member will present the Training handout – which is a copy of the current SOP

for call processing (P2-P3 based) and the F8 clock.

• The QA member will review each component of the lesson plan – which covers: • A reiteration of SOP

• A reiteration of the 2 question interrogation sequence which must be

immediately followed by call entry for all FR and FR/DLE dual calls

• A review of the F8 clock

• A reiteration of DLE only interrogation – which does not follow a shell call concept

• Once this review is completed – the QA will monitor the operator for call performance.

• The QA will review no less than 4-5 calls per operator, monitoring how they are

interrogating and generating the call for service prior to CAD initiation. Any errors found will be documented and immediately remediated.

• The QA will complete the above lesson plan per employee.

• The QA member will have the employee sign the lesson plan demonstrating training was

completed. There is a yellow highlighted area for the employee to sign in acknowledgement of this training. The QA must have the employee sign off.


Date Range for Training: April 11th – May 31st. Ownership – QA Team Members Contract Performance Measures (Operator’s Agreement, Exhibit “D”) 2 GOAL NORTH CENTRAL SOUTH P1 Call Answer Time - Busiest Hour of the Day (911) 90% Within 10 Secs. 3 294 29 28 28

P1 Call Answer Time - All Calls (911) 95% Within 20 Secs. 95% 99.82% 99.29% 99.45%

P1 Call Answer Time - Alarm Calls (911) 95% in 15 Secs. 95% 100.00% 100.00% 100.00%

P1 Call Answer Time - Alarm Calls (911) 99% in 40 Secs. 99% 100.00% 100.00% 100.00%

2 There are two standards not reported, as follows: P2/P3 Law Call for Service Indicator, which is driven by PD Agency having Jurisdiction; and Cost per Call which is an annual, not monthly, measurement. All other standards, unless otherwise noted, are performance standards that are included in the Operator and Participating Municipalities agreements. 3 This represents the performance of the busiest hour of the day, which is a performance standard for the regional system. It is agreed by all interested parties that the P1 standard is a daily standard, and each day is either a “pass” or “fail". These number represent the number of "passes" in the month. 4 As the result of the evacuation of the North Regional Consolidated Dispatch Center from June 11, 2016 through June 16, 2016 any days where the Operator failed to attain the performance measure have been mitigated. In addition, the busy hour for June 17, 2016 at the Central Regional Consolidated Dispatch Center has been mitigated due to the fact that the while the Operator had an accurate staffing level and appropriate call handling time incoming call volume was significantly higher than expected, and subsequently outside of the Operator’s control. As a result only 29 days were reviewed for that location.


P2/P3 Fire Rescue Call For Service Processing Time 90% in 90 Secs. 5, 6 90% 84.79% 80.08% 83.02%




Emergency Medical Dispatch 95% Case Entry Compliance Rate 7 95% 97.59% 95.87% 94.72%

Emergency Medical Dispatch 90% Total Compliance Rate 7 90% 98.93% 98.20% 97.45%

Emergency Medical Dispatch 1% Quality Assurance Case Review 7 1% 3.14% 3.72% 3.12%

5 NFPA defines specific call types that are measured against a standard that allows for additional time to dispatch an emergency call, the 90/90 and 99/120 P2/P3 Standards. The call types measured against the 90/90 and 99/120 standards are: 1) Calls requiring emergency medical dispatch questioning and pre-arrival medical instructions; 2) Calls requiring language translation; 3) Calls requiring the use of a TTY/TDD device or audio/ video relay services; 4) Calls of criminal activity that require information vital to emergency responder safety prior to dispatching units; 5) Hazardous materials incidents; and 6) Technical rescue. For the current month the Office of Regional Communications Technology and the Operator utilized new processes in order to better categorize calls into the appropriate data sets. Four of these six call types are being measured against the 90/90 and 99/120 standards. Currently techniques for determining the calls associated with call types 3 and 4 listed above are being explored.

The National Fire Protection Association (NFPA) has released new P2/P3 standards that are included in the 2016 version of NFPA standard 1221: Standard for the Installation, Maintenance, and Use of Use of Emergency Services Communications Systems. The modification changes the standard of processing call answer time for emergency alarm calls from 80% of the time in 60 seconds to 90% in 64 seconds. The starting point on measuring this standard begins once the call is answered as indicated in NFPA standards. Discussions regarding the adoption of the most recent version of the standards will take place after reviewing the best practices recommended by Fitch and Associates in their Assessment of the Regional Consolidated Dispatch System.

6 As the result of the evacuation of the North Regional Consolidated Dispatch Center from June 11, 2016 through June 16, 2016 these days have been preemptively mitigated during the assessment of the P2/P3 performance measure. For the purpose of determining the attainment level of the performance measure all calls for service from these days have been removed from the data set.

7 The information for these measures is provided by the Operator. If blank the information has not been provided.


Other Non-Contract Performance Measures

GOAL NORTH CENTRAL SOUTH

P1 Call Answer Time – All 911 Calls 90% Within 10 seconds. 90% 99.56% 98.79% 98.98%

DRAFT - P2a/P3 - Percent of Fire/EMS calls processed within 90 seconds - DRAFT 8 90% 88.47% 85.55% 88.34%

Incident Management Tracking System

The incident management tracking system continues to be the primary method for users of the regional system to provide input regarding service delivery concerns or the identification of improvement opportunities. For the month of June, there were 59 new PSAP-related incidents placed in the tracking system. This is an increase of 28 compared to May 2016. In June 2016, the Regional System handled 200,292 incoming calls.

The Operational Review Team, consisting of representatives from the County, the Operator and Participating Municipalities – Law and Fire personnel, continue to meet on a regular basis to review the incidents, their disposition and mitigation strategies. As part of the incident management tracking system process, user agencies address priority 1 incidents (determined by the user agency to be life/safety issues) directly with the Operator, and any protocol changes are directly approved by the Fire and Police Chiefs’ associations.

Incident tracking information reflected on page 36 illustrates the disposition of tickets opened during the month of June 2016.

Financial Management

Financial data provided by the Operator shows their personnel expenditures are in excess of the budget; as of the end of the pay period ending June 24, 2016 there is an overspend of $1,748,901, or 6.15%, of the allocated budget of $28,447,037. As of the March 2016 report, BSO has indicated that they currently anticipate expenditures to be greater than the approved budget. County staff will continue to track expenses against the approved budget, and report on BSO’s efforts to manage within the approved budget.

Staffing Level

8 P2a/P3 process time is the amount of time from the point in call processing when the address verification is performed, until the call is dispatched. This measurement is not the same as the dispatch processing time that’s defined in the NFPA Standard (or the Operator Agreement), which begins at the point in time when the call is answered.


Data provided by the Operator shows that during the month of June there was a low of 416 and a high of 419 employees on the payroll. The number of employees budgeted during this time period was 447. At the end of June 2016, there was 30 vacancies. This is a vacancy rate of approximately 7.19% percent. The majority of the vacancies are Communication Operator positions.

BSO Self-Reported Information

BSO has submitted information regarding their initiatives (pages 40-43).

Conclusion

Broward County’s Regional Communications System operates in an open and transparent environment. Prior to consolidation, there was no overall performance data countywide that could be used to evaluate operations. In addition, information in most Public Safety Answering Points was not openly shared for comparison purposes, nor was it as transparent as it is today.

The County, Operator and Participating Municipalities remain focused on efforts to continue updating the standard operating practices to ensure they align with the goals of regionalization and with those of best practices.

Additional information on Broward County’s Regional Communications System can be found online at the following website: www.broward.org/communicationstechnology.

http://www.broward.org/communicationstechnology/Pages/Default.aspx


APPENDIX


Call Volume, by Hour of Day


Monthly Call/Call for Service Volume The tables and pie charts below illustrate the number of calls handled by the Regional Consolidated System for the month of June 2016.

CALL VOLUME NORTH CENTRAL SOUTH TOTAL

9-1-1 Calls Answered 23,135 53,897 31,466 108,498 Non 9-1-1 Calls Answered 21,256 29,972 24,184 75,412 Alarm Calls Answered 2,789 7,931 5,662 16,382

TOTAL INCOMING CALLS 47,180 91,800 61,312 200,292 Incoming Alarm Calls 2,789 7,931 5,662 16,382 Incoming Non-Emergency Calls 18,467 22,041 18,522 59,030

TOTAL NON-911 CALLS ANSWERED 21,256 29,972 24,184 75,412 TOTAL OUTGOING CALLS 6,345 13,396 9,270 29,011

NORTH23,13521.32%

CENTRAL53,89749.68%

SOUTH31,46629.00%

JUNE 2016911 Calls Handled

(CENTER)

911108,498

59%

Non-Emergency59,030

32%

Alarm16,382

9%

JUNE 2016Calls Handled(CALL TYPE)

VOIP5,333

5%PBX

1,8142%

WIRELESS89,985

83%

WIRELINE11,366

10%

JUNE 2016911 Calls Answered(CLASS OF SERVICE)


CALLS FOR SERVICE – USED FOR PERFORMANCE REPORTING NORTH CENTRAL SOUTH TOTAL

Fire Rescue/EMS 4,147 8,903 5,692 18,742 Law Enforcement 28,772 51,962 42,880 123,614

TOTAL 911 CFS 32,919 60,865 48,572 142,356 Fire Rescue/EMS CFS (911 calls for which both the call answer time and call dispatch time are known.

2,743 5,902 3,913 12,555

Percentage of Fire Rescue/EMS CFS (911 calls for which both the call answer time and call dispatch time are known.

66.14% 66.29% 68.75% 66.99%

As the result of the evacuation of the North Regional Consolidated Dispatch Center from June 11, 2016 through June 16, 2016 these days have been preemptively mitigated during the assessment of the P2/P3 performance measure. For the purpose of determining the attainment level of the performance measure all calls for service from these days have been removed from the data set.

CALLS FOR SERVICE – ALL DAYS IN MONTH NORTH CENTRAL SOUTH TOTAL

Fire Rescue/EMS 5,220 11,126 7,028 23,374 Law Enforcement 28,772 51,962 42,880 123,614

TOTAL 911 CFS 33,992 63,088 49,908 146,988 Fire Rescue/EMS CFS (911 calls for which both the call answer time and call dispatch time are known.

3,293 6,819 4,607 14,719

Percentage of Fire Rescue/EMS CFS (911 calls for which both the call answer time and call dispatch time are known.

63.08% 61.29% 65.55% 62.97%


Call Transfers 911 Call Transfers: Regional to Non-Regional

NORTH CENTRAL SOUTH TOTAL Transferred 911 Calls 187 422 152 761 Percentage of 911 Calls 0.81% 0.78% 0.48% 0.70%

911 Call Transfers: Regional to Non-Regional CORAL SPRINGS PLANTATION NON REGIONAL

Transferred 911 Calls 270 653 923 Percentage of 911 Calls 5.18% 12.71% 8.92%

187

362

152

0

100

200

300

400

500

Jun-16

Regional Consolidated Dispatch System911 Call Transfers to Non-Regional PSAPs from Regional PSAPs

JUINE 2016

North

Central

South

270

653

0

100

200

300

400

500

600

700

800

900

1,000

Jun-16

911 Calls Transferred to Regional PSAPs from Non Regional PSAPsJUNE 2016

Coral Springs

Plantation


CONTRACT PERFORMANCE MEASURES P1 Daily Busy Hour P1 measures the time it takes a Call Taker to answer an incoming E911 call. It is agreed by all interested parties that the P1 standard is a daily standard, and each day is either a “pass” or “fail.” The charts below represent the Operator’s attainment of the busy hour for each day (daily standard) and provides a summary by each center. As part of the review of the performance standard, call volume, call-taker performance, staffing scheduling and other factors are evaluated. The QI Team will continue to review factors that impact performance standards.

DAILY BUSY HOUR

MONTH GOAL NORTH CENTRAL SOUTH

October 2015 31 30 30 21

November 2015 30 29 25 27

December 2015 31 30 26 30

January 2016 31 29 28 30

February 2016 29 28 27 29

March 2016 31 28 28 28

April 2016 30 28 29 28

May 2016 31 31 31 30

June 2016 29 29 28 28

As the result of the evacuation of the North Regional Consolidated Dispatch Center from June 11, 2016 through June 16, 2016 these days have been preemptively mitigated, leaving a total of 24 days for review. In addition, the busy hour for June 17, 2016 at the Central Regional Consolidated Dispatch Center has been mitigated due to the fact that the while the Operator had an accurate staffing level and appropriate call handling time incoming call volume was significantly higher than expected, and subsequently outside of the Operator’s control. As a result only 23 days were reviewed for that location. In previous reports, the standard for the cities of Plantation and Coral Springs statistics were included as a part of the regional report. County staff will be discussing with the standards used by these cities as it is believed that both utilize the State minimum standard for P1, which is 90/10 on all calls. This standard is different than the standard adopted by the participants of the Consolidated Regional System.


As the result of the evacuation of the North Regional Consolidated Dispatch Center from June 11, 2016 through June 16, 2016 any days where the Operator failed to attain the performance measure have been mitigated.

DATE HOUR

Calls Answered within 10

Secs

CallsHandled

Percentage YES/NO DATE HOUR


Secs

CallsHandled

Percentage YES/NO

06/01/2016 4:00 PM 61 64 95.31% YES 06/16/2016 12:00 AM 66 66 100.00% YES06/02/2016 5:00 PM 58 58 100.00% YES 06/17/2016 2:00 PM 70 70 100.00% YES06/03/2016 6:00 PM 102 102 100.00% YES 06/18/2016 2:00 PM 72 72 100.00% YES06/04/2016 8:00 PM 86 86 100.00% YES 06/19/2016 7:00 PM 72 72 100.00% YES06/05/2016 12:00 PM 77 77 100.00% YES 06/20/2016 1:00 PM 57 58 98.28% YES06/06/2016 12:00 PM 72 72 100.00% YES 06/21/2016 5:00 PM 66 66 100.00% YES06/07/2016 5:00 PM 61 61 100.00% YES 06/22/2016 6:00 PM 83 83 100.00% YES06/08/2016 4:00 PM 64 66 96.97% YES 06/23/2016 5:00 PM 59 61 96.72% YES06/09/2016 4:00 PM 54 54 100.00% YES 06/24/2016 10:00 PM 54 54 100.00% YES06/10/2016 5:00 PM 72 72 100.00% YES 06/25/2016 11:00 AM 78 78 100.00% YES06/11/2016 12:00 PM 82 82 100.00% YES 06/26/2016 7:00 PM 76 76 100.00% YES06/12/2016 10:00 PM 12 12 100.00% YES 06/27/2016 6:00 PM 52 52 100.00% YES06/13/2016 10:00 AM 10 10 100.00% YES 06/28/2016 4:00 PM 73 73 100.00% YES06/14/2016 6:00 PM 12 12 100.00% YES 06/29/2016 6:00 PM 65 65 100.00% YES06/15/2016 3:00 PM 4 6 66.67% M 06/30/2016 1:00 PM 56 56 100.00% YES

JUNE 2016NORTH Daily Busy Hour


The busy hour for June 17, 2016 at the Central Regional Consolidated Dispatch Center has been mitigated due to the fact that the while the Operator had an accurate staffing level and appropriate call handling time incoming call volume was significantly higher than expected, and subsequently outside of the Operator’s control. As a result only 29 days were reviewed for this location.

DATE HOUR


Secs

CallsHandled



Secs

CallsHandled

Percentage YES/NO

06/01/2016 2:00 PM 119 120 99.17% YES 06/16/2016 5:00 PM 129 129 100.00% YES06/02/2016 3:00 PM 125 125 100.00% YES 06/17/2016 12:00 PM 124 150 82.67% M06/03/2016 6:00 PM 147 147 100.00% YES 06/18/2016 3:00 PM 122 122 100.00% YES06/04/2016 1:00 PM 116 116 100.00% YES 06/19/2016 1:00 PM 89 89 100.00% YES06/05/2016 6:00 PM 103 103 100.00% YES 06/20/2016 3:00 PM 127 127 100.00% YES06/06/2016 5:00 PM 137 138 99.28% YES 06/21/2016 6:00 PM 132 136 97.06% YES06/07/2016 2:00 PM 140 140 100.00% YES 06/22/2016 11:00 AM 134 134 100.00% YES06/08/2016 4:00 PM 146 149 97.99% YES 06/23/2016 12:00 PM 109 123 88.62% NO06/09/2016 1:00 PM 145 151 96.03% YES 06/24/2016 5:00 PM 142 152 93.42% YES06/10/2016 2:00 PM 144 155 92.90% YES 06/25/2016 5:00 PM 118 118 100.00% YES06/11/2016 6:00 PM 149 151 98.68% YES 06/26/2016 3:00 PM 96 96 100.00% YES06/12/2016 6:00 PM 129 129 100.00% YES 06/27/2016 6:00 PM 139 139 100.00% YES06/13/2016 3:00 PM 123 123 100.00% YES 06/28/2016 2:00 PM 153 158 96.84% YES06/14/2016 6:00 PM 131 132 99.24% YES 06/29/2016 12:00 PM 145 145 100.00% YES06/15/2016 5:00 PM 134 134 100.00% YES 06/30/2016 2:00 PM 120 123 97.56% YES

JUNE 2016CENTRAL Daily Busy Hour


The busy hour for June 17, 2016 at the South Regional Consolidated Dispatch Center has been mitigated due to the fact that the while the Operator had an accurate staffing level and appropriate call handling time incoming call volume was significantly higher than expected, and subsequently outside of the Operator’s control. As a result only 29 days were reviewed for this location.

DATE HOUR


Secs

CallsHandled



Secs

CallsHandled

Percentage YES/NO

06/01/2016 5:00 PM 90 91 98.90% YES 06/16/2016 5:00 PM 76 76 100.00% YES06/02/2016 12:00 PM 67 67 100.00% YES 06/17/2016 12:00 PM 70 85 82.35% M06/03/2016 6:00 PM 97 97 100.00% YES 06/18/2016 5:00 PM 71 71 100.00% YES06/04/2016 9:00 PM 71 71 100.00% YES 06/19/2016 8:00 PM 56 56 100.00% YES06/05/2016 7:00 PM 79 79 100.00% YES 06/20/2016 8:00 PM 77 77 100.00% YES06/06/2016 6:00 PM 76 76 100.00% YES 06/21/2016 6:00 PM 73 77 94.81% YES06/07/2016 4:00 PM 83 85 97.65% YES 06/22/2016 6:00 PM 70 71 98.59% YES06/08/2016 11:00 AM 65 68 95.59% YES 06/23/2016 6:00 PM 73 77 94.81% YES06/09/2016 6:00 PM 115 115 100.00% YES 06/24/2016 5:00 PM 76 80 95.00% YES06/10/2016 1:00 PM 73 74 98.65% YES 06/25/2016 1:00 PM 72 72 100.00% YES06/11/2016 12:00 PM 85 85 100.00% YES 06/26/2016 9:00 PM 74 74 100.00% YES06/12/2016 7:00 PM 102 102 100.00% YES 06/27/2016 5:00 PM 76 76 100.00% YES06/13/2016 1:00 PM 131 131 100.00% YES 06/28/2016 2:00 PM 49 67 73.13% NO06/14/2016 6:00 PM 125 126 99.21% YES 06/29/2016 4:00 PM 71 72 98.61% YES06/15/2016 11:00 AM 117 119 98.32% YES 06/30/2016 10:00 AM 72 72 100.00% YES

JUNE 2016SOUTH Daily Busy Hour


2327

1724

3025 26 28 27 28 29 31

28

16

1116212631

June

201

5(3

0 da

ys)

July

201

5(3

1 da

ys)

Augu

st 2

015

(31

days

)

Sept

embe

r 201

5(3

1 da

ys)

Oct

ober

201

5(3

1 da

ys)

Nov

embe

r 201

5(3

0 da

ys)

Dec

embe

r 201

5(3

1 da

ys)

Janu

ary

2016

(31

days

)

Febr

uary

201

6(2

9 da

ys)

Mar

ch 2

016

(31

days

)

April

201

6(3

0 da

ys)

May

201

6(3

1 da

ys)

June

201

6(2

9 da

ys)

Regional Consolidated Dispatch SystemP1 Call Answer Time BUSIEST HOUR OF THE DAY - 90/10

CENTRAL12 Month Trend

CENTRAL


P1 Call Answer Time - All Calls (911) 95% within 20 Secs.

99.82% 99.29% 99.45%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

June-16

Regional Consolidated Dispatch SystemP1 Call Answer Time ALL CALLS - 95/20

June 2016

NORTH

CENTRAL

SOUTH

GOOD

GOAL – 95%


P1 Alarm Call Specific

Calls received from Alarm Monitoring Companies.

100.00% 100.00% 100.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

June-16

Regional Consolidated Dispatch SystemP1 Call Answer Time ALARM CALLS - 95/15

JUNE 2016

NORTH

CENTRAL

SOUTH

GOOD

GOAL – 95%


100.00% 100.00% 100.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

June-16


JUNE 2016

NORTH

CENTRAL

SOUTH

GOOD

GOAL – 99%


GOAL 99%

100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

98.50%

99.00%

99.50%

100.00%Ju

n-15

Jul-1

5

Aug-

15

Sep-

15

Oct

-15

Nov

-15

Dec

-15

Jan-

16

Feb-

16

Mar

-16

Apr-

16

May

-16

Jun-

16


NORTH12 Month Trend

GOAL NORTH

GOAL 99%

100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

98.50%

99.00%

99.50%

100.00%

Jun-

15

Jul-1

5

Aug-

15

Sep-

15

Oct

-15

Nov

-15

Dec

-15

Jan-

16

Feb-

16

Mar

-16

Apr-

16

May

-16

Jun-

16


SOUTH12 Month Trend

GOAL SOUTH


P2/P3 Fire Rescue CFS Processing Time - Calls received on E-911 lines only


GOOD

GOAL – 90%


GOAL 90%83.32%

82.94%

83.11%

84.47%

83.39%

84.06%

82.88%

82.69%

83.16%

81.63%

81.96%

82.92% 83.02%

60.00%70.00%80.00%90.00%

Jun-

15

Jul-1

5

Aug-

15

Sep-

15

Oct

-15

Nov

-15

Dec

-15

Jan-

16

Feb-

16

Mar

-16

Apr-

16

May

-16

Jun-

16Regional Consolidated Dispatch System

P2/P3 Call Processing Time EMS CALLS - 90/90SOUTH

12 Month Trend

GOAL SOUTH



93.06%89.51% 91.44%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

June-16

Regional Consolidated Dispatch SystemP2/P3 Call Answer Time EMS CALLS - 99/120

JUNE 2016

NORTH

CENTRAL

SOUTH

GOOD GOAL – 99%


GOAL 99%

93.62% 94.08% 93.92% 94.13% 94.55% 94.69% 93.26% 93.63% 93.55% 93.25% 93.92% 92.92% 93.06%

75.00%

85.00%

95.00%

Jun-

15

Jul-1

5

Aug-

15

Sep-

15

Oct

-15

Nov

-15

Dec

-15

Jan-

16

Feb-

16

Mar

-16

Apr-

16

May

-16

Jun-

16

Regional Consolidated Dispatch SystemP2/P3 Call Processing TIme EMS CALLS - 99/120

NORTH12 Month Trend

GOAL NORTH MIDPOINT

GOAL 99%

91.37% 91.12% 91.07% 89.90% 89.90% 91.19% 90.41% 90.64% 90.30% 89.29% 90.40% 90.04% 89.51%

75.00%

85.00%

95.00%

Jun-

15

Jul-1

5

Aug-

15

Sep-

15

Oct

-15

Nov

-15

Dec

-15

Jan-

16

Feb-

16

Mar

-16

Apr-

16

May

-16

Jun-

16

Regional Consolidated Dispatch SystemP2/P3 Call Processing Time EMS CALLS - 99/120

CENTRAL12 Month Trend

GOAL CENTRAL MIDPOINT

GOAL 99%

91.01% 91.44% 91.91% 92.66% 92.31% 92.14% 91.85% 91.78% 92.11% 91.32% 91.20% 90.88% 91.44%

75.00%

85.00%

95.00%

Jun-

15

Jul-1

5

Aug-

15

Sep-

15

Oct

-15

Nov

-15

Dec

-15

Jan-

16

Feb-

16

Mar

-16

Apr-

16

May

-16

Jun-

16

Regional Consolidated Dispatch SystemP2/P3 Call Processing Time EMS CALLS - 99/120

SOUTH12 Month Trend

GOAL SOUTH MIDPOINT



GOOD

GOAL – 80%



GOOD GOAL – 95%


NON-CONTRACT PERFORMANCE MEASURES

P1 Call Answer Time for all 911 Calls

This measure is a snapshot of the call answer time for all 911 calls. This standard is not part of the regional system agreements.

99.56% 98.79% 98.98%

93.16%90.60%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

Jun-16

P1 Call Answer Time ALL CALLS - 90/10JUNE 2016

NORTH

CENTRAL

SOUTH

CORAL SPRINGS

PLANTATION

GOAL – 90% GOOD


OPERATOR REVIEWS/PROCESS IMPROVEMENTS/OPPORTUNITIES The following Pareto Chart illustrates the number of tickets opened and assigned a disposition in the tracking system. During the month of June 2016, 200,292 incoming calls were answered by Broward County’s Regional Communications System. To date, there have been 2,015,884 incoming calls answered by the Broward County Regional Communications system in the current fiscal year. The Quality Improvement Team will be reviewing each outstanding issue to determine the root cause and develop necessary solutions to resolve the incident.

35

18

2 2 1 1

59.32%

89.83%93.22%

96.61% 98.31% 100.00%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

0

5

10

15

20

25

30

35

40

Incidents by DispositionOpened in June

N=59 (incidents opened betweenMay 1, 2016 and May 31, 2016)

248

98

16 22 14 11 2 2 2

59.76%

83.37%

87.23%92.53%

95.90%

98.55% 99.04% 99.52%100.00%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

0

50

100

150

200

250

300

Incidents by DispositionsFYTD 2015/2016

N=415 (incidents opened betweenOctober 1, 2015 and May 31, 2016)


Dispositions:

• Process Improvement – identified by ORCAT, BSO and submitting agency as an

opportunity to refine and improve operating processes

• Operator - identified by ORCAT, BSO and submitting agency as an error made by a call taker/dispatcher

• Unfounded - identified by ORCAT, BSO and submitting agency as an unfounded concern

• Training - identified by ORCAT, BSO and submitting agency as a training opportunity for

all call takers and/or dispatchers

• Equipment - identified by ORCAT, BSO and the submitting agency as a technical issue

• Duplicate Entry - incident submitted more than once

• Governance/Policy - issues raised by submitting agency that results in a potential change in governance and/or policies/procedures of the Regional Consolidated Communications System.

• Field - identified by ORCAT, BSO and the submitting agency as an error made by personnel

in the field

• Caller Error: identified by ORCAT, BSO and the submitting agency as an error made by the individual calling the dispatch center


FINANCIAL

The following chart represents the payroll activity for the month of June 2016. In October 2015, a one-time payment of $206,688 for Workers Compensation occurred. As of the March 2016 report, BSO has indicated that they currently anticipate expenditures to be greater than the approved budget. County staff will continue to track expenses against the approved budget, and report on BSO’s efforts to manage within the approved budget.

FY16 Q1 FY16 Q2 JUNE FY16 Q3 YTDBUDGETED $9,125,643 $10,403,828 $2,972,522 $8,917,566 $28,447,037ACTUAL $9,404,058 $10,733,711 $3,567,049 $10,058,169 $30,195,938OVERSPEND

AMOUNT $278,415 $329,883 $594,527 $1,140,603 $1,748,901

$278,415 $329,883

$594,527

$1,140,603

$1,748,901

$0

$200,000

$400,000

$600,000

$800,000

$1,000,000

$1,200,000

$1,400,000

$1,600,000

$1,800,000

$2,000,000

$0

$5,000,000

$10,000,000

$15,000,000

$20,000,000

$25,000,000

$30,000,000

$35,000,000

Ove

rspe

nd A

mou

nt

FY2016 Personnel Costs


PERSONNEL COUNTS

The following chart represents a comparison of the number of budgeted positions to the number of actual positions on payroll.

447 447

418 416 413

423 420 420 419415

422 422 420

433 432 429423 421 420

426419 416

PP1

PP2

PP3

PP4

PP5

PP6

PP7

PP8

PP9

PP10

PP11

PP12

PP13

PP14

PP15

PP16

PP17

PP18

PP19

PP20

FY16 Employee Counts (Plan to Actual)

PCN PLANNED PCN ACTUAL


BSO SELF-REPORTED INFORMATION JUNE 2016

On June 11th, 2016, the North Regional Communications Center implemented a mandatory, emergency evacuation of all personnel when toxic fumes were detected within the confines of the work environment. Without hesitation, the BSO Director of Regional Communications issued order to have all personnel immediately vacate the facility. Under the direction of the Site Managers, the Disaster Recovery Plan was initiated, with all staff members vacating their workstations and mustering in the parking lot of the building. Twenty two operators and supervisory personnel required medical attention, which included either transport to local hospital facilities or an outright medical release from duty, leaving a skeleton crew of only 5-8 operators remaining on duty and evacuating to their “flee to” PSAP location. Coordination and direction from the two remaining PSAP locations was also required, and dependent for any success in this emergency operation. The BSO Site Management staff, and their supporting supervisors, were tasked with preparing both PSAPs for the eventual introduction of the North’s PSAP duties. Despite the immediate reduction in workforce, the added 911 and dispatch requirements expected to be quickly staffed by the two remaining PSAP locations (Sunrise and Pembroke Pines), and the minimal staffing assistance rendered when the North staff who remained on duty were able to reassign to their new host location, the services provided by the Regional Communications Division at BSO was nothing less than extraordinary. Staff remained in a “Flee To/Continuity of Operations” state for a period of several days, requiring North PSAP staff to be repositioned to an alternate PSAP location daily. BSO Operations personnel never faltered despite working in this capacity, having met nearly every performance objective and benchmark set forth. The success of the evacuation, coupled with the continued excellence in service provided, was nothing short of excellent. Training Division In the month of June 2016, the Regional Communications Training Division accomplished the following:

• June 1-30, 2016 completed weeks 2-6 of the Regional Communications Academy #23. o Completed APCO FSC o Completed APCO PST o Completed Crisis intervention training for Communications o Completed Customer Service Training o Began Viper o Began CAD training o Began SOP training

• Completed 166.50 hours of remedial training • Completed 689.25 hours of upgrade training • Completed 6338 hours of probationary training • 3 Dispatchers upgraded to Comm II status • 3 Dispatchers upgraded to Comm III status


• 40 Dispatchers completed additional upgrade radio/911 training • Issued the following training bulletins:

o Road Patrol Request for Cell Tracing o Tower Phone o DCP review

EMD Q UNIT The Broward Sheriff's Office Regional Communications Division is an Accredited Center of Excellence (ACE) with the International Academy of Emergency Medical Dispatch (IAEMD). In order to maintain our accredited status a strong quality assurance process must be in place. The Emergency Medical Dispatch Quality Improvement Unit (EMD Q Unit) is responsible for conducting random reviews on every operator. Each operator is met with one-on-one to go over their monthly review. There are 8 EMD Q’s that conducted two reviews on each employee or about 4.68% of the total call volume. During the month of June 2016, the Broward Sheriff's Office received 12,478 medical calls for service. The EMD Q Unit reviewed 584 of these calls for a total of 295 operators. 135 operators were in 100% compliance of their calls. 40 operators have 3 months of 100% compliance and received a silver lapel pin as recognition. 6 operators have 6 months of 100% compliance and received a gold lapel pin as recognition. No operators have 9 months of 100% compliance and received a gold lapel pin as recognition. 22 operators were non-compliant on their calls. No operators received 1 hour of remedial training in areas specific to them being non-compliant. No operators received 4 hours of remedial training. Some of the trending issues for June 2016 were Case Entry, PDI AND PAI instructions and following the correct DLS link. Each EMD Q reviewed these patterns during their one-on-one sessions. Trending patterns are also addressed in The EMD Exchange, a monthly newsletter distributed to each operator. AUDIO EVIDENCE UNIT The Audio Evidence Unit began June 2016 with 22 pending request to be completed from the previous month. During June the unit received 563 requests for audio evidence from the law and fire agencies served by the Operators Contract as well as Public Records Requests. An additional 471 requests for Domestic Violence duplications for the State Attorney’s Office and/or the reporting police departments were received. In total, the audio evidence unit completed 1,011 total requests, leaving 45 pending requests to carry over into July 2016. QUALITY ASSURANCE UNIT In the month of June, the Quality Assurance Unit finished the P2/P3 Observation Project. As stated in previous months, this project was one-on-one training with a member of the QA Unit sitting directly with each employee at the Call Taking position. The QA Unit anticipates increasing the number of QA reviews in the month of July with the completion of all outstanding projects. In July, the QA Unit will begin providing 1 hour training on Critical Listening Skills. This action plan


initiative is a result of the repetitive sustained violations of SOP 1.4.2 Caller Interrogation Process. Although this unit has seen a decline in addressing concerns, we are still experiencing comprehension and incomplete interrogation issues. This training is designed to help the call taker focus on their listening and comprehension skills.


4C MEMBERSHIP The 4C is comprised of members representing the following organizations:

• Broward County Board of County Commissioners

• Broward League of Cities

• Broward County City Managers Association

• Broward County Chiefs of Police Association

• Fire Chiefs' Association of Broward County

• Broward Sheriff’s Office

• Broward County Trauma Management

• Broward County EMS Council

• Broward County Business Community (Greater Fort Lauderdale Alliance)

• Broward County Administration

GLOSSARY Alarm call: call received from alarm monitoring company Busy Hour: busy hour for each day with the greatest call volume Call for Service (CFS): when fire rescue/law enforcement personnel are

dispatched as the result of a call into the dispatch center.

Busy Hour of the Month: the busy hour that corresponds with the busiest hour in the month

Emergency Call: call received on 911 trunk Non-emergency call: call received on County-wide non-emergency number 954-

764-HELP (may result in a call for service request)

Public Safety Answering Point: A facility in which 911 calls are received VOIP call: call received from an internet telephone provider such as

Vonage

Wireless call: call received from a cellular telephone Wireline call: call received from a landline telephone

regional consolidated dispatch june 2016 report · regional consolidated psap monthly report –...

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