2014 CENCOM Performance Measures2014

Employee Development 3 Certified Training Officers 2 Acting Leads 1 Acting Assistant Supervisor 2 Assistant Supervisors 1 Supervisor

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 CTO6 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

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.

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.

Average Tenure: 8.9 Years

Retention Rates:Non-Probationary 90%. Probationary: 83%

Hours of overtime worked: 10,379 hours

Hours of overtime worked: 10,446 hours

Retention Rates:Non-Probationary 98%. Probationary: 57%

Average Tenure: 9.6 Years

Average sick leave per employee: OUR EMPLOYEES34.28 hours

2009 2010 2011 2012 2013 2014

911 157027 159937 157381 166809 165860 178860

10-digit 11806 13448 12043 12576 12745 13382

Non-emergency 66387 69008 60847 58301 65333 52429

Outgoing 54646 67248 62268 62707 59984 63387

25000125000225000325000

Calls processed by the dispatch floor

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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 seconds or less

(NFPA 1221)

97.25% 98.56% 98.97% 99.43% 99.21% 99.24% 99.18%

Answer 90% of all 911 calls

within 10 seconds or less (CENCOM goal)

87.79% 93.34% 95.85% 96.66% 95.85% 95.72% 96.05%

Percentage of Abandoned Calls: 2013 = 3.59%2014 = 4.01%

Calls on Hold over 30 Seconds: 2013 = 2.28% 2014 = 2.85%

Efficie

ncy

1994

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

2013

2014

165000

195000

225000

255000

LE Fire Misc

Total Events Dispatched 1993 to 2014

2014: 214,200 LE; 32,731 Fire/EMS; 3,692 other. 2013: 209,424 LE; 29,914 Fire/EMS; 2,231 other.

Priority 1 Law Enforcement

2009 2010 2011 2012 2013 2014

Average Dispatch time for Priority 1 law enforcement

calls.

Goal: dispatch within 30 seconds of appearance in

system

28.10

3228.1

427 22.7

27.7 second

s

Fire Dispatching

2013 201480% within 60 seconds 69.50% 66.00%

95% within 106 seconds 91.91% 88.66%

90% within 90 seconds 91.50% 91.66%

99% within 120 seconds 97.00% 97.25%

This is measured using the simple format below: • 80 percent of emergency alarm processing

shall be completed within 60 seconds and

• 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 translationo Calls requiring the use of a TTY/TDD device or

audio/video relay serviceso Calls of criminal activity that require

information vital to emergency responder safety prior to dispatching units

o Hazardous material incidentso Technical rescue events Which shall be completed within 90 seconds 90 percent of the time and within 120 seconds 99 percent of the time.

NFPA 1221 - Fire/EMS Call Processing Times

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 inquiries15 of those 135 were KUDOS108 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 inquiry1 Internal Investigation, unfounded

Customer Satisfaction

2010 2011 2012 2013 20140

50

100

150

200

250

Public Disclosure Requests

DPA LE FIRE Atty Citizen

Total # of Requests 2014: 603 2013: 5122012: 540 2011: 4602010: 419

SYSTEM RELIABILITYGOAL: All systems functional and accurate 99.999%

CAD: 100% MCT: 99.991%Radio: 100%911: 99.981%

MAP/CAD ADDRESS ACCURACY 92% of MSAG errors were corrected within 30 days

100% of MSAG error corrected within 90 days90% of new names are entered into CAD within 7 days.

P.01 Grade of Service Compliant