Transcript Document

2014 CENCOM Performance Measures
2014
CENCOM Training Program
Initial Training
9 week Primary Call Receiver Academy (PCRA)
8 - 12 weeks of floor training with a Certified
Training Officer (CTO)
3 months working on own as PCR
4 week Law Enforcement Academy (LEDA)
6 - 12 weeks of floor training with a CTO
6 months working on own as LE Dispatcher
6 day Fire Dispatch Academy (FDA)
2 - 4 weeks 1/2 days of floor training with a CTO
Employee Development
3 Certified Training Officers
2 Acting Leads
1 Acting Assistant Supervisor
2 Assistant Supervisors
1 Supervisor
Continuing Education
•
•
•
•
Advanced CTO training
Peer Support and Critical Incident Stress.
40 hour Crisis Intervention training with law enforcement
40 hours of continuing education related to teamwork, data, Unified Command, drug
taskforces, Amber Alerts and missing and exploited children.
• Supervisor group training on communication, leadership, and project management.
These training accomplishments would not have been possible without the dedication of
CENCOM’s instructors, CTOs, and academy facilitators, as well as the countless employees
who volunteered their time to assist within these roles.
Hours of overtime worked:
10,446 hours
Retention Rates:
Non-Probationary 98%.
Probationary: 57%
Retention Rates:
Average
Tenure: 9.6 Years
Non-Probationary 90%.
Probationary: 83%
Average sick leave per employee:
34.28 hours
Average Tenure: 8.9 Years
Hours of overtime worked:
10,379 hours
OUR EMPLOYEES
CALLS PROCESSED BY THE DISPATCH FLOOR
350000
300000
250000
200000
150000
100000
50000
0
2009
2010
2011
2012
2013
2014
Outgoing
54646 67248 62268 62707 59984 63387
Non-emergency 66387 69008 60847 58301 65333 52429
10-digit
11806 13448 12043 12576 12745 13382
911
157027 159937 157381 166809 165860 178860
Goal
Meet or exceed national and local time standards for
911 call processing
2008
2009
2010
2011
2012
2013
2014
Answer 95% of
all 911 calls
within 15
97.25% 98.56% 98.97% 99.43% 99.21% 99.24% 99.18%
seconds or less
(NFPA 1221)
Answer 90% of
all 911 calls
IMAGE TITLE
within 10
87.79% 93.34% 95.85% 96.66% 95.85% 95.72% 96.05%
This is sample text, and should be replaced with actual content.
seconds or less
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(CENCOM goal)
Percentage of Abandoned Calls:
2013 = 3.59%
2014 = 4.01%
Calls on Hold over 30 Seconds:
2013 = 2.28%
2014 = 2.85%
Total Events Dispatched 1993 to 2014
LE
Fire
Misc
255000
225000
195000
165000
1994
1996
1998
2000
2002
2004
2006
2008
2010
2014: 214,200 LE; 32,731 Fire/EMS; 3,692 other.
2013: 209,424 LE; 29,914 Fire/EMS; 2,231 other.
2012
2014
Priority 1 Law Enforcement
2009
2010
2011
2012
2013
2014
28.10
32
28.14
27
22.7
27.7
seconds
Average Dispatch
time for Priority 1
law enforcement
calls.
Goal: dispatch
within 30
seconds of
appearance in
system
This is measured using the simple format below:
• 80 percent of emergency alarm processing
shall be completed within 60 seconds
NFPA 1221 - Fire/EMS
and
Call Processing Times
• 95 percent of alarm processing shall be
completed within 106 seconds
except for
o Calls requiring emergency medical dispatch
questioning and pre-arrival medical
instructions
o Calls requiring language translation
o Calls requiring the use of a TTY/TDD device or
audio/video relay services
o Calls of criminal activity that require
information vital to emergency responder
safety prior to dispatching units
o Hazardous material incidents
o Technical rescue events
Which shall be completed within 90 seconds 90
percent of the time and within 120 seconds 99
percent of the time.
Fire Dispatching
80% within 60
seconds
95% within
106 seconds
90% within 90
seconds
99% within
120 seconds
2013
2014
69.50%
66.00%
91.91%
88.66%
91.50%
91.66%
97.00%
97.25%
Customer Satisfaction
2369 inquiries in 2012
36 of those 2369 were external inquires
20 of those were founded
.007% of all events processed resulted in a founded inquiry
1 Internal Investigation,
1539 inquiries in 2013
135 of those were external inquiries
15 of those 135 were KUDOS
108 of those 135 were founded.
.018% of all events processed resulted in a founded inquiry
2 Internal Investigations
983 inquires in 2014
50 of those were external inquiries
4 of those were KUDOS
24 of those 50 were founded.
.007% of the 308,058 events processed resulted in a founded inquiry
1 Internal Investigation, unfounded
Public Disclosure Requests
250
200
150
Total # of Requests
2014: 603
2013: 512
2012: 540
2011: 460
2010: 419
100
50
0
2010
2011
DPA
LE
2012
FIRE
Atty
2013
Citizen
2014
SYSTEM RELIABILITY
GOAL:
All systems functional and accurate 99.999%
CAD:
MCT:
Radio:
911:
100%
99.991%
100%
99.981%
MAP/CAD ADDRESS ACCURACY
92% of MSAG errors were corrected within 30 days
100% of MSAG error corrected within 90 days
90% of new names are entered into CAD within 7 days.
P.01 Grade of Service Compliant