2 9 04 Call & Skeleton SheetTO: JEANNE F. SCHNEIDER
CITY CLERK
YOU ARE HEREBY DIRECTED TO CALL A SPECIAL SESSION OF THE CITY
COUNCIL TO BE HELD ON MONDAY, FEBRUARY 9, 2004, AT 6:30 P.M. IN THE
LIBRARY AUDITORIUM FOR THE PURPOSE OF DISCUSSING VARIOUS FISCAL
YEAR 2005 DEPARTMENTAL BUDGETS.
CITY COUNCIL SPECIAL SESSION, FEBRUARY 9, 2004
COUNCIL MET IN SPECIAL SESSION AT 6:30 P.M. IN THE LIBRARY AUDITORIUM
N,C.?ON
CITY MANAGER MICHAEL,/V~N MILLIGEN
ABSENT:
Mayor Duggan read the call and stated this is a special session of the City Council called for
the purpose of discussing various City departmental budgets.
Discussion of Departmental Budgets
Human Rights Department
Finance Department
City Manager's Office
City Council
City Clerk's Office
Legal Department
Motion to adjourn at
Nays
Markham
~ Michalski
/'/~iuCo~°ls°n
~--Cline
~ Connors
~ Duggan
Ayes Nays
Markham
Michalski
Nicholson
Buol
Cline
Connors
Duggan
Ayes Nays
Markham
Michalski
Nicholson
Buol
Cline
Connors
Duggan
MEMORANDUM
February 9, 2004
TO:
FROM:
SUBJECT:
Honorable Mayor and City Council Members
And Other Attendees
Dawn Lang, Budget Director
Revised Emergency Communication Performance Measures
Attached are revised Emergency Communication Performance Measures. These
should replace pages 14-17 in the Recommended Policy Budget book for the Thursday
February 12, 2004 budget hearing.
Thank you.
PROGRAM:
DEPARTMENT/DIVISION:
ACTIVITY:
Protective Services
Emergency Communications
Emergency Communications
GOAL
Ensure that the appropriate response is dispatched that meets or exceeds the expectations and
needs of the public that is requesting service through effective and efficient dispatching of
emergency personnel to a scene.
DESCRIPTION
This activity supports all emergency calls made to the 911 Center in Dubuque County,
dispatches calls using a computer aided dispatch software, and provides prompt and
appropriate responses to calls from the public. The Center fulfills all communication
requirements of the police, fire and sheriff, ambulances, as well as alt rural law enforcement and
fire agencies. Interactive communication is maintained with other public safety and
governmental agencies in the tri-state area. This Activity is staffed by a Communication
Manager, three Leads, six full-time personnel, and a staff of five part-time dispatchers. It is
administered by a Public Safety Communication Center Committee that is comprised of the Fire
Chief, Police Chief, Sheriff, a County Fire Association Representative, and a County Law
Enforcement Official.
SERVICE OBJECTIVES
¸2.
To provide a system that allows for pre-planned responses that include emergency
medical dispatching (EMD) and responses to other types of situations that require the
dispatcher to maintained prolonged contact with the caller.
To respond immediately to all 911 lines and radio traffic of an emergency nature. The
answering of other administrative telephone lines and routine radio requests will be
handled within the parameters set forth in a priority dispatch system. These requests
will be handled in a timely fashion according to the response guidelines set forth by the
agencies themselves. Calls for service are coded by the following criteria:
a) obtaining as much information as possible about the emergency;
b) directing the appropriate vehicles to the scene;
c) providing the caller with instructions needed to manage the situation until help
arrives by providing pre-arrival directions, or other information suited to the
incident;
d) monitoring and coordinating the communications with field personnel;
e) insuring that the Center is adequately staffed twenty-four hours a day, seven
days a week;
f) providing information of severe weather and national concern to agencies within
our area by monitoring the NAWAS warning system which is linked to a
nationwide alert system and disseminating all pertinent information;
Emergency Communications Emergency Communications
g)
h)
monitoring and disseminating daily radio and teletype traffic from the Iowa
Department Of Public Safety regarding stolen vehicle information, missing or lost
persons, and wanted subjects within our local area; and
maintain a TDD telephone in the Center to ensure that the hearing impaired
community has 911 access.
To maintain the readiness status of all public safety personnel by continually monitoring
their operational status.
To insure adequate training is met to fulfill certification requirements:
a) biannual IOWA/NC)C certification;
b) CPR;
c) emergency medical dispatcher 20 hours biannual
d) 8 hours annual in house training required by the State; and
e) 4 hours annual ride time with agencies.
To ensure one hundred percent communication capability with operational personnel
regardless of the physical location by:
a) maintain a reliable telephone/teletype system - 911 line studies will be
conducted monthly by QWest to ensure that there is proper line coverage into the
Center;
b) monitoring and responding to security and fire alarms in both business and
residential homes in a timely manner, including alarms terminating in the Center,
as well as alarms that are being monitored by a private entity;
c) transferring information to and from other agencies, including those outside of
our jurisdiction; when information is received that would be of importance to
them;
d) assuring that the maps in the Communication Center are kept current and
updated, that they are made available to display current beat patterns used in the
software for computer aided dispatch;
e) insuring that the radio system covers 95 percent of our service area;
f) insuring that radio operations are conducted in accordance with FCC procedures
and requirements; and
g) maintaining an accurate warrant system for timely access for law enforcement
agencies on a twenty-four hour basis; and that those warrants are cross check
with the Clerk of Cour[ to ensure their validity.
To continue utilizing the computer aided dispatch software that;
a) guides the dispatcher in a more productive assignment of patrol cars;
b) provides rapid emergency responses by territory assignment; and
c) generates a response goal for dispatchers in prioritizing calls for service in a fast
and concise manner.
,To provide consistent direction and planning in the operation of the 911 Center by;
a) cross checking the data base of the 911 addressing system with local addressing
records and QWest subscriber records;
b) attending meetings throughout the county as needed;
c) promoting and training of emergency dispatchers;
d) educating the public regarding E911 and it's capabilities;
e) continuing to work with QWest on system enhancements; and
f) maintaining close interaction with the Iowa 911 Council.
Emergency Communications
Emergency Communications
To ensure that all recording of telephone and radio logs are maintained by:
a) maintaining a 3 year history of recording media;
b) assuring that equipment is available for criminal investigations, internal audits,
training purposes, and providing tapes to the County Attorney's office for court
purposes; and
c) safeguarding the original recorded media by monitoring the access to the
equipment and ensuring that those who re. guire access are trained in its
operation and use.
To maintain the readiness status of all equipment by providing for the replacement
and/or upgrade of equipment as needed and maintaining adequate service contracts on
crucial equipment.
PERFORMANCE MEASURES
Police
Average time (minutes) from
receipt of emergency
(Code 1) call to dispatch of
same catl
Average time (minutes) from
receipt of emergency
(Code 2) call to dispatch of
same call
Pementage of calls on
emergency lines answered
within 30 seconds
Sheriff
Average time (minutes) from
receipt of emergency
(Code 1) to dispatch of
same call
Average time (minutes from
receipt of emergency
(Code 2) call to dispatch
of same call
Fire
Average time (minutes) to
dispatch fire and/.or
ambulance to all emergency
calls upon receipt
Average time (minutes) to
dispatch all other fire and/or
ambulance calls
FY 2002 FY 2003 BY 2004 BY 2004 FY 2005
ACTUAL ACTUAL- BUDGET REVISED RECOM'D
2.19 1.52 2.38 1.56 2.05
5.08* 2.37 4.18 2.36 3.79
100 100 100 100 100
2.35 2.15 2.27 2.07 2.23
5.62* 3.27 3.74 3.30 3.98
1.66 1.54 1.79 1.56 1.58
11.26' 3.28 5.46 2.50 5.63
Emergency Communications Emergency Communications
PERFORMANCE MEASURES
tOWA/NCIC System
Dubuque Comm. Center
FY 2002 FY 2003 BY 2004 BY 2004 FY 2005
ACTUAL ACTUAL BUDGET REVISED RECOM'D
96,454 101,340 97.418 98,897 98,897
Dubuque Police Mobiles 229,154 162,516 126,699 195,835 195,835
Dubuque County Mobiles 92,322 97,392 46,732 94;857 94,857
Asbury Mobile 15,240 19,730 7,870 17,485 17,485
TOTAL 433,170 380,978 278.719 407,074 407,074
*The significant storm events caused delays of non-emergency call for up to several hours during those
events.
Request for Service/
Calls made to Center
Fire/Ambulance 4,012 4,048 4,031 4,026 4.250
Police 49,876 51,091 51,870 51,218 53,645
Sheriff 13,149 15,314 14,638 15,112 t6,079
County Fire/EMS 1,452 1,635 1,220 1,448 1,717
Community Law 2,854 3,145 2,940 3,702 3,302
Total Calls for Service 71,343 75,233 74,699 75,506 78,993
Code I Calls
(highest response)
Fire/Ambulance 2,732 2,261 2,376 2,214 2,374
Police 2,117 2,303 2,520 2,250 2,418
Sheriff 609 629 1,118 522 661
Total Code I Calls 5,458 5,193 6,014 4,986 5,453
Access to Center dialing 911
Report from QWest 21,222 24,400 23,682 26,418 26,840
Wireless 911 Calls 7,209 12,002 12,640 13,686 13,212
Training for personnel
New employees 2/500 1/250 1/250 1/250 1/250
Ongoing training as group
(in hours) 569 278 550 366 256
*The high response times in FY/02 were due to a spring rainstorm that generated hundreds of calls to the
911 Center. Fire, Police, and Sheriff Departments responded to weather related calls throughout the
evening. The Fire Department pumped water out of basements until all calls for service were cleared.
The queue time in CAD (computer aided dispatch) reflects a long hold time until the engine's arrival.
The figures that are generated for the Performance Measures are calculated by ~the record keeping
system known as CAD (Computer Aided Dispatch). A CAD record records all times throughout the oall
for historical data purposes. As a call taker is collecting information from the caller and entering it into
CAD, another dispatcher may be dispatching the call to the designated units to begin their response. The
receipt of an emergency call to the dispatch of the same call therefore could show a longer queue time in
CAD when actually the units were being dispatched and on their way.
Performance measures reflect a period of time that a dispatcher has to process a call and get it delivered
to the correct responding agency. Calls that are reviewed on an individual basis more accurately reflect
correct responses than calculating all calls at the end of the year where outside factors have been added
into the total calculation.
Emergency Communications
Emergency Communications