Transcript Measuring Fire Dispatch Performance Jim Long, Northwest Fire District Debbie Gilligan, First Watch Inc.

Measuring Fire Dispatch
Performance
Jim Long, Northwest Fire District
Debbie Gilligan, First Watch Inc
Performance Measures
Lord Kelvin was quoted as saying –
“When you cannot measure what you are
speaking about, when you cannot
express it in numbers, your knowledge is
of a meager and unsatisfactory kind, it
may be the beginning of Knowledge, but
you have scarcely in your thoughts
advanced to a stage of science, whatever
the matter may be.”
(CFAI, 1999,pp. 11-12)
Absolute zero (0 K) equivalent to −273.15 °C (−459.67 °F).
Where Do We Begin?
•
Identify your team / empower your experts
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Define & understand your goals
•
Define what is important to measure
•
What can be accomplished with the
resources and tools you have today?
•
Evaluate how well you are doing
•
Allow for periodic/incremental changes or
“improvements”
•
How will you measure
change/improvements? effectiveness?
•
Measure, Refine, Adjust & Adapt……
Why Measure?
 Comparison
 Adjustment of Strategy or Tactics
 Discover Patterns/Trends
 Alert to Developing Situation (Real Time)
 Public Scrutiny
 Return on Investment
What’s Worth Measuring?
 Elapsed Times?
 Performance of an





Action? (Or Not)
Distance Traveled?
Frequency of an
Event
Distribution of a
Type or Class
Success or Failure
Outcomes?
Standards of Cover
 Accredited/Re-
Accredited This
Year
 Central Yavapai Fire
District
 Glendal Fire Dept
 Mesa Fire Dept
 Northwest Fire District
911 System
Notification
“Dispatch”
“Enroute”
“Onscene”
“Clear”
Crew or Station
Notify
Crew Enroute
Wheels Rolling
Arrival at Patient
Or At Scene
Unit Available or
End of Incident
(NFPA 1221)
(NFPA 1710)
(NFPA 1710)
Discovery
Notification
Alarm Handling
Turnout
Travel
On Incident
Soft Time
Soft Time
Time
Time
Time
Time
Incident Control Time
“Normalcy”
Mobilization or Lag
Time
Total Response
Time
Unit Response
Time
Total Resource (Apparatus)
Time
Pre 911 System
Total 911 Incident Time
Soft Time
Time
“Normalcy or Recovery Begins”
Event
Discovery
Alarm Processing Time
Event
Begins
Alarm Answering Time
“Event” “Discovery” “Notification”
Alarm Transfer Time
Incident Times – Cascade of Events
NFPA 1221 – Call Answering
 3.3.1* Alarm. A signal or message from a person or
device indicating the existence of a fire, medical
emergency, or other situation that requires action by
an emergency response agency.
 7.4.1* Ninety-five percent of alarms received on
emergency lines shall be answered within 15
seconds, and 99 percent of alarms shall be answered
within 40 seconds. (For documentation requirements,
see 12.5.2.)
 7.4.1.1 Compliance with 7.4.1 shall be evaluated
monthly using data from the previous month.
From NFPA 1221 - 2010
NFPA 1221 – Call Processing
 7.4.2* Ninety-percent of emergency call
processing and dispatching shall be completed
within 60 seconds, and 99 percent of call
processing and dispatching shall be completed
within 90 seconds. (For documentation
requirements, see 12.5.2.)
 7.4.2.1 Compliance with 7.4.2 shall be evaluated
monthly using data from the previous month.
From NFPA 1221 - 2010
Monthly Report Example
NFPA 1710 - Response
 3.3.37.2 Call Processing Time. See 3.3.37.3,
Dispatch Time.
 3.3.37.3* Dispatch Time.The point of receipt of
the emergency alarm at the public safety
answering point to the point where sufficient
information is known to the dispatcher and
applicable units are notified of the emergency.
From NFPA 1710 - 2010
Public/Provider Input
NFPA 1221 Comparison
 2010 Edition
 2013 Edition (proposed)
 Answer –
 Answer-
 Process
 Process
 15 Sec 90%
 40 Sec 99%
 60 Sec 90%
 90 Sec 99%
 15 Sec 90%
 40 Sec 99%
 60 Sec 80%
 106 Sec 95%
 Exceptions:
 Language
 TTY/TDD
 Criminal Info
1221 - What Didn’t make it in 2013
A.7.4.2.1 The AHJ (Authority Having Jurisdiction) of the
responding agency can allow certain types
ofemergency calls to be excluded from the
requirements of 7.4.2 that require
 extra call interrogation time. All emergency calls of
these types will be
 identified and reviewed by the AHJ on a monthly
basis. Such calls could include but are not limited to:
 (3) Dispatch equipment malfunction
 (4) Unusually high call volume due to unpredictable
scenarios (weather events, earthquakes, etc.)
 Exclusions should be reviewed and trends identified
that need to be addressed for possible operational or
technical solutions.
Percentile VS Average -
Response Time
The Philadelphia Fire Department prides
itself on an average response time of
4.5 minutes for Fire Engines and 6.5
minutes for Medic Units.
Call Time Count
0:12:50
0:12:10
0:11:30
0:10:50
0:10:10
0:09:30
0:08:50
0:08:10
0:07:30
0:06:50
0:06:10
0:05:30
0:04:50
0:04:10
0:03:30
0:02:50
0:02:10
0:01:30
0:00:50
0:00:10
Average Response Time
Frequency Distribution Average
90
80
70
60
50
40
30
20
10
0
100,0%
90,0%
80,0%
70,0%
60,0%
50,0%
40,0%
30,0%
20,0%
10,0%
0,0%
0:12:40
0:11:50
0:11:00
0:10:10
0:09:20
0:08:30
0:07:40
0:06:50
0:06:00
0:05:10
0:04:20
0:03:30
0:02:40
0:01:50
0:01:00
0:00:10
Percentile Response Time
Percent Calls
Percent Calls
Defining Performance Times
 Clock Start….a controversial topic (Smoke & Mirrors)
 Time First Received at 9-1-1 PSAP
 Time First Received by Responding Agency
(Secondary PSAP)
 Time Certain Info Obtained
 Time Dispatched
 Time Unit En Route
 Clock Stop (Pretty Definitive)
 Unit Staged
 Unit on Scene
 Crew at Patient
What is Process time?
 Dispatch Time – Answer Time
 Answer = When the last Ring is picked up.
 Ani/Ali to CAD Dump
 First Keystroke
 Manual Entry
 Dispatch =
 The time the ERF (Emergency Response Facility)
 ERU (Emergency Response Units)are Notified
 Tones
 Pagers,
 Radio Transmission
Formulas
 =PERCENTILE
 Uses a RANGE you want a percentile
OF
 (Talley up the numbers of occurrences
 Parameters
 “=“ tells EXCEL there’s a Formula Coming
 FORMULA TYPE (PERCENTLE)
 (paren to enclose parameters)
 Range (Top cell, to bottom cell like A1:A200)
 “,” next Parameter
 Percent Value (.1 = 10%, .25=25%, etc)
Live Performance Data Demo
 How to Look at Data in Excel
Analyitics Packages
Sources to Monitor vs. Reasons to Monitor
 What data sources are available to monitor
 Which data source contains that data that matters?
 If one data source is good, is two better?
D A T A
R
E
A
S
O
N
S
T
O
M
O
N
I
T
O
R
Phone
Data
Clinical
Dispatch
Y
Financial
Operational
Risk Mgmt
y
S O U R C E S
T O
M O N I T O R
CAD
Data
ProQA
Data
EPCR/RMS
Data
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Billing
Data
Real Time Monitoring – First Watch
 Live Presentation
 Northwest Fire Data
New Workspace
Excel or Reporting Output
Dispatch Stuff Worth Measuring?
Example data source: FEMA
More Fire Dispatch Measures
Example data source: FEMA
Even More Stuff Worth Measuring
Example data source: FEMA
More for Mayor and Council
Example data source: FEMA