Transcript La Crosse Emergency Dispatch Center

La Crosse County Emergency Services
Public Safety Communications
2008
ANNUAL REPORT
2
Mission Statement
The Public Safety Communications division
of La Crosse County Emergency Services
responds to public safety needs of people
in La Crosse County by providing
professional call-taking, dispatch and
support services to pre-hospital medical,
fire and law enforcement agencies.
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Public Safety Communications 2008
If there is one word that would best describe the overall theme for the Public
Safety Communications Department in 2008, that word would be “CHANGE”. There
were a number of policy and procedural changes that occurred within the department,
one of which was “EMD”. “EMD” (Emergency Medical Dispatch) now provides callers
with the service of receiving Emergency Medical instruction from trained personnel at
Medical Dispatch, while responders are en route to the scene. In cooperation with the
agencies we serve, our department was also very proactive in changing policy and
procedure on how to handle Wireless 911 hang-up calls. The change for Wireless 911
hang-up calls was influenced by an incident that occurred at another call center in
Wisconsin in the spring of 2008. Both of these changes in the department, among many
others, have been implemented to better serve the citizens of La Crosse County.
Although the above policy and procedural changes are significant in relation to
the operation of the department and customer service, the change of personnel in the
department is of even greater significance. This year, the department lost six personnel:
four were due to retirement and the other two resigned. In all, the department lost 121
years worth of experience. Of those that retired, two were Supervisors and two were
Telecommunicators, with each one having over 25 years or more of service to La Crosse
County. Change is inevitable; and as this department moves forward, changes have to
be made. Two of our current Telecommunicators have been promoted to Supervisors
and the department has hired four new people to our staff to train and become
professional Telecommunicators.
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Poster courtesy of SCC Communications Corp
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One Call Gets it All!
• Police
• Fire
• EMS
6
PEOPLE
7
8
2008 Judiciary and Law Committee
Vickie Burke
Joe Bilskemper
Maureen Freedland
Tara Johnson
Ray Ebert
Bridget Flood
Joe Veenstra
District # 26 Supervisor – Chair
District # 35 Supervisor
District # 8 Supervisor
District # 18 Supervisor
District # 22 Supervisor
District # 12 Supervisor
District # 3 Supervisor
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2008 Public Safety Communications Board
Chief Edward Kondracki, Chair
Chief Scott Alo, Vice-Chair
Chief Gregg Cleveland
Chief Randy Roeck
Interim Chief Tim Hauser
Chief Don Dominick
Vicki Burke
Bruce Ranis
Dr. Eric Voter
Sheriff Steve Helgeson
Steve O’Malley
La Crosse Police Department
Bangor Police Department
La Crosse Fire Department
Shelby Fire Department
Onalaska Police Department
Onalaska Fire Department
County Supervisor
City Council Member
Medical Doctor
La Crosse Sheriff’s Department
La Crosse County Administrator
10
2008 Public Safety Communications
Staff
Supervisors
Telecommunicators
Senior
Nancy Heimke
Michael Thompson
Ken Damaschke
Nancy Lubinski
Tim Vogel
Karen Hoel – Retired
Joseph O’Keefe –Retired
Allan Tiedt
Michael Sevallius
Lori Peterson
Melissa Rendler
Dawn Heiden
Lisa Deyo
Ruth Krueger
Sonja Christopherson
Don Mollway
Holly Inglett
Dave Hutchison
Sara Kappauf
Rose Rosenbaum
Mitch Tofstad
Cory Lynch
Senior (continued)
Marsha Alens – Retired
Susan Whitewater – Retired
Chuck Kinsey*
Telecommunicator
Jason Allen
Erika Brindisi
Probationary
Michelle Griffin
Kevin Brickner
Shannon Carey
Zach Rieves
Alfred Leano*
Dispatch Clerk
Kim Williams
Secretary
Patti McDonah
Technology Coordinator Alan Blencoe
Administrator
Jay Loeffler
* Resigned in 2008
Names in italic have served 20 or more years
11
Public Safety Communications lost
121 years of experience in 2008
– Retired
• Marsha Alens (27 Years)
• Sue Whitewater (33 Years)
• Karen Hoel (25 Years)
• Joe O’Keefe (25 Years)
– Resigned
• Chuck Kinsey (11 years)
• Alfred Leano (first year)
12
Public Safety Communications
Promotions
Nancy Lubinski
Most senior member of staff (30 years)
3rd/2nd Shift Relief Supervisor
Tim Vogel
17 Years Experience
3rd Shift Supervisor
13
Public Safety Communications
New Team members
Michelle
Griffin
Zachary
Rieves
Kevin
Brickner
Shannon
Carey
Staff is currently one telecommunicator short.
Will be testing to establish a new eligibility list in March.
14
Public Safety Communications
Awards
Michael Thompson
2008 Line Supervisor of the Year
NICE Systems’
Public Safety Answering Points Finest Award
NICE Systems provides security systems, including public safety
communications call-monitoring software and equipment. Mike was
named, in part, because of his work during the 2007 Flash Flooding
event in La Crosse County and for his work in helping to bring enhanced
9-1-1 wireless capability to the La Crosse area.
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Telecommunicator’s Code of Ethics
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As a telecommunicator, I regard myself as a member of an important and honorable
profession.
I will keep myself in the best possible physical condition at all times.
I will perform my duty with efficiency at all times.
I will be exemplary in my conduct, edifying my conversation, honest in my dealings
and obedient to the law of the city, state and country.
I will not, in the performance of my duty, work for personal advantage or profit.
I will at all times recognize that I am a public servant.
I will give the most efficient and impartial service of which I am capable at all times.
I will be courteous in my contacts at all times.
I will regard my fellow telecommunicators with the same standards as I maintain
myself.
I will be loyal to my fellow telecommunicators with the same standards as I maintain
myself.
I will be loyal to my fellow telecommunicators, my superiors and my agency.
I will accept responsibility for my actions.
I will do only those things that will reflect honor on my fellow telecommunicators, my
agency and myself.
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SERVICES
17
Communications Center
Services
 Telephone Lines
 16
 15
 2
 2


 4
 2
 2
 1
 15
9-1-1 Land Line Trunks
9-1-1 Cellular Line Trunks
Emergency Alarm Lines
Direct Lines
Franciscan Skemp Healthcare Center
Airport Security
Lines La Crosse City Police Department
Lines La Crosse Sheriff’s Department
Lines Onalaska Police Department
Line Town of Shelby Police & Fire Department
Total In/Out Lines for the Emergency Dispatch Center
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Radio Communications
 POLICE DEPARTMENTS
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

La Crosse Police Dept
La Crosse Sheriff’s Dept
Onalaska Police Dept
Holmen Police Dept
West Salem Police Dept
Campbell Police Dept
Bangor Police Dept
Shelby Police Dept
 FIRE DEPARTMENTS
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La Crosse Fire Dept
Onalaska Fire Dept
Holmen Fire Dept
West Salem Fire Dept
Campbell Fire Dept
Bangor Fire Dept
Shelby Fire Dept
Farmington Fire Dept
 AMBULANCE

Tri-State Ambulance
 FIRST RESPONDERS
La Crosse First Responders
Onalaska First Responders
Holmen First Responders
West Salem First Responders
Bangor First Responders
Campbell First Responders
Farmington /North Bend First
Responders
 Shelby First Responders
 Brice Prairie First Responders
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 PUBLIC WORKS DEPT
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City of La Crosse
County of La Crosse
Town of Shelby
 OTHER
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Marine Band Radio
MTU
Airport
La Crosse Center
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Radio Communications continued
 PAGING
 La Crosse Fire Dept
 Onalaska Fire Dept
 Holmen Fire Dept
 Shelby Fire Dept
 Bangor Fire & First Responders
 Campbell Fire & First Responders
 Farmington Fire & First Responders
 West Salem Fire & First Responders
 Brice Prairie First Responders

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

Dive/Rescue Team
Emergency Government
Emergency Alert System
Mass Casualty Team
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Radio Communications continued
 Sirens
 Bangor Warning System
 Holmen Warning System
 La Crosse Warning System
 West Salem Warning System
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Bangor Fire Department
Campbell Fire Department
Farmington Fire Department
Holmen Fire Department
Shelby Fire Department
We provide Law Enforcement Computer services for all criminal
justice agencies in La Crosse County.
Monitor Marine Band Radio and dispatch for water-related
emergencies.
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It’s just another day!
During an Average day in 2008, we:
*
*
*
*
*
*
*
*
*
*
*
Answer or place 871 phone calls
Answer 79 9-1-1 calls
Dispatch 294 police calls for service
Dispatch 16 emergency medical calls for service
Dispatch 6 fire calls for service
Obtain 105 criminal histories
Obtain 95 driving records
Obtain 10 vehicle registration records
Send 8 administrative messages
Enter 9 warrants
Cancel 9 warrants
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2008 Average Calls For Service
By Hour
Help!
A
v
e
r
a
g
e
25
20
15
10
C
a
l
l
s
5
1st Shift
35%
0
7
8
2nd Shift
40%
9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 0
Hours of the Day
3rd Shift
25%
1
2
3
4
5
6
7
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Busiest Day of the Week
22,000
20,000
18,000
16,000
14,000
12,000
10,000
8,000
6,000
4,000
Sun
Mon
Tue
Wed
Thu
Fri
Sat
Total calls for service for the year for each day of the week
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LAW ENFORCEMENT
25
2008 Law Enforcement
Calls For Service
La Crosse Police Dept
La Crosse Sheriff’s Dept
Onalaska Police Dept
Holmen Police Dept
Campbell Police Dept
Bangor Police Dept
West Salem Police Dept
Shelby Police Dept
TOTAL POLICE CALLS FOR SERVICE
59,985
22,170
13,526
5,057
4,091
3,640
3,455
*
0%
111,924
*Shelby’s statistics are included with the Sheriff’s Dept total.
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Law Enforcement Calls
For Service – 15-year History
140,000
120,000
100,000
80,000
60,000
40,000
20,000
2008
2007
2006
2005
2004
2003
2002
2001
2000
1999
1998
1997
1996
1995
1994
The above chart reflects one count per agency per call
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Law Enforcement
Calls In 10 Years
110,000
109,189
109,500
109,000
108,500
108,000
107,610
1%
107,500
107,000
106,500
106,000
2008
1998
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EMERGENCY MEDICAL
29
2008 Emergency Medical Calls
La Crosse First Responders
3,339
Onalaska First Responders
980
Holmen First Responders
439
West Salem First Responders
347
Campbell First Responders
222
Shelby First Responders
168
Bangor First Responders
154
Farmington First Responders
83
Brice Prairie First Responders
42
Coon Valley First Responders (La Crosse County Calls) 7
15 %
TOTAL EMERGENCY MEDICAL CALLS
5,781
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Emergency Medical Calls
15-Year History
6,000
5,500
5,000
4,500
4,000
3,500
3,000
2,500
2,000
1,500
1,000
2008
2007
2006
2005
2004
2003
2002
2001
2000
1999
1998
1997
1996
1995
1994
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Emergency Medical Calls
In 10 Years
7,000
5,781
6,000
5,000
3,248
4,000
3,000
78%
2,000
1,000
0
2008
1998
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33
2008 Fire Calls Dispatched
La Crosse Fire Dept
Onalaska Fire Dept
Holmen Fire Dept
West Salem Fire Dept
Shelby Fire Dept
Bangor/Rockland Fire Dept
Campbell Fire Dept
Farmington Fire Dept
Coon Valley Fire Dept
1,245
422
143
98
53
49
50
18
2
TOTAL FIRE CALLS
2,080
13 %
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Fire Calls Dispatched
15-Year History
2,500
2,000
1,500
1,000
500
0
2008 2007 2006 2005 2004 2003 2002 2001 2000 1999 1998 1997 1996 1995 1994
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Fire Calls
In 10 Years
2,100
FD
2,080
2,050
2,000
1,922
1,950
1,900
8%
1,850
1,800
2008
1998
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PHONE CALLS
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Total Calls
2008
2007
Total Calls
Average per Month
Average per Day
318,653
26,554
871
351,796
29,316
964
By Month
January
February
March
April
May
June
July
August
September
October
November
December
25.831
24.999
24.144
25.738
28,018
28,422
28,639
26,905
28,691
27,565
24,198
25,503
29,968
30,281
31,102
29,844
34,242
30,643
31,391
38,409
33,734
33,242
26,533
30,831
9%
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Telephone Calls
By Month
2007
2008
40000
35000
30000
25000
20000
15000
10000
5000
0
Jan Feb Mar Apr May Jun
Jul
Aug Sep
Oct Nov Dec
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Past 15-year History (all calls)
All-time total - 8,313,499 (since dispatch center inception in 1983)
400,000
350,000
300,000
250,000
200,000
150,000
100,000
50,000
0
2008
2007
2006
2005
2004
2003
2002
2001
2000
1999
1998
1997
1996
1995
1994
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Telephone Calls 10 Year
Comparison:
366,885
370,000
360,000
350,000
340,000
330,000
318,653
13%
320,000
310,000
300,000
2008
1998
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9-1-1 Phone Calls
2008
2007 “9-1-1
Total 9-1-1 Calls
Average per Month
Average per Day
28,830
2,400
79
28,444
2,370
78
By Month
January
February
March
April
May
June
July
August
September
October
November
December
2,422
2,239
2,076
2,186
2,390
2,599
2,549
2,378
2,651
2,482
2,233
2,625
1,953
2,180
2,188
2,146
2,806
2,421
2,526
2,867
2,464
2,475
1,960
2,458
Emergency!”
1%
42
9-1-1 Calls By Day
100
90
80
70
60
50
40
30
20
10
0
79
75
SUN
MON
73
75
75
TUE
WED
THU
Average 9-1-1 Calls
87
85
FRI
SAT
43
9-1-1 Calls by Month
3500
2007
2008
3000
2500
2000
1500
1000
500
0
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
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9-1-1 Calls 15-Year History
25-year-total 559,559
30,000
25,000
20,000
15,000
10,000
5,000
0
2008 2007 2006 2005 2004 2003 2002 2001 2000 1999 1998 1997 1996 1995 1994
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9-1-1 Telephone Calls
In 10 Years:
28,830
29,000
28,500
28,000
27,500
26,144
27,000
26,500
9%
26,000
25,500
25,000
24,500
46
2008
1998
2008 9-1-1 Ring Time
Facts
Answering 9-1-1 Performance
•10 seconds or less 93.16% of the time
•20 seconds or less 99.08% of the time
•40 seconds or less 99.93% of the time
•20 out of 28,798 took more than 40 seconds.
* National Emergency Number Association standards:
answer 90% of calls in 10 seconds or less (during busy hour)
answer 95% of the calls in 20 seconds or less.
First full year of this obtaining this
stat. Capability became available in
November 2007.
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All-Time Telephone Records
Total Calls
9-1-1 Calls
Most in a 24-hour period
 2,399 – Sunday, August 19, 2007
 Flash Flooding
Most in a 24-hour period
•
256 – Sunday, August 19, 2007
•
Flash Flooding
Least in a 24-hour period
 323 - Sunday, April 30, 1989
Least in a 24-hour period
•
19 - Tuesday, December 25, 1984
Most in a month
 35,542 – August 2007
(1,147 per day average)
Most in a month
•
3,037 – December 2000
(98 per day average)
Least in a month
 20,251 - February, 1987
(723 per day average)
Least in a month
•
1,198 - February, 1986
(43 per day average)
Most in a Year
 374,726 – 2000
Most in a Year
•
29,668 – 2001
Least in a Year
 291,233 - 1987
Least in a Year
•
17,621 - 1987
48
Busiest Days on Record
 All Calls
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

2,399 – Sunday, August 19, 2007
2,097 – Saturday, January 27, 1996
2,056 – Saturday, June 27, 1998
1,899 – Friday, February 9, 2001
1,672 – Wednesday, January 20, 1993
 9-1-1 Calls





256 – Sunday, August 19, 2007
246 – Saturday, June 27, 1998
233 – Saturday, August 18, 2007
209 – Friday, February 23, 2007
201 – Sunday, August 26, 1990
49
2008 Comparisons with 2007
 Total Calls – Down 9%
 9-1-1 Calls – Up 1%
 Law Enforcement Calls – 0%
 Fire Calls – Up 13%
 EMS Calls – Up 15%
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DEDICATION
The Public Safety Communications Department
2008 Annual Report is dedicated to the memory of
the UW Med Flight Crew that paid the ultimate price
while in the performance of their duties and to the
personnel of the agencies that responded on that
cold and foggy spring night, May 10th, 2008.
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The Flight Crew
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UW Med Flight Helicopter
Agusta Model 109E
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The Search Area
Wreckage found in this area
54
The Search Area
Wreckage found in this area
55
The Crash Site
56
Procession – La Crosse to Madison
57
Procession – La Crosse to Madison
58