Title
Receive a presentation and report on Managing for Results (MFR) from the Department of Emergency Communications.
Report
RECOMMENDATION:
It is recommended that the Board of Supervisors:
Receive a presentation and report on Managing for Results (MFR) from the Department of Emergency Communications.
SUMMARY:
The Department of Emergency Communications will make a presentation to the Board of Supervisors describing how the Department of Emergency Communications (ECD) uses performance measures in their organization as a management tool.
DISCUSSION:
ECD receives 9-1-1 and other emergency and non-emergency calls from the public to report a crime, stop a fire or save lives. Once the emergency need is known, the appropriate responding agency is dispatched to the incident location. The public is very sensitive to the amount of time they must wait for an emergency call to be answered by a 9-1-1 Operator and by the time it takes for emergency responders to reach their location. The efficiency of this process is contingent on many variables, to include the number of incoming calls at that time, the number of on-going incidents, the cooperation of the calling party, and available staffing. Efficiency is measured by the length of time the calling party waits for the emergency call to be answered and by the length of time to notify the responding agency with the type of incident and location information.
The National Emergency Number Association (NENA), the Association of Public Safety Communications Officials (APCO), and the National Fire Protection Association (NFPA) have established guidelines and standards for emergency call answering and emergency response times. ECD collects data from several sources on a daily basis that describe incoming call volume, center-wide and individual call taking performance, and the busiest hours of the day.
ECD uses the performance data to determine staffing levels for call taking and to provide recommendations to user ...
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