Emergency Services 2017 Year End Report

EDWARD J. MEIMAN III DIRECTOR Table of Contents

THE REPORT  3 A Note from Our Director  16 Public Information  4 Executive Summary  17 Special Events  5 Who We Are  18 LEPC  6-7 Emergency Management  19-30 Appendix  8 LENSAlert & Smart911

 9 Active Shooter

 10 MetroSafe

 11 Communication Technology Services

 12-13 Emergency Medical Services

 14 CPR Center

 15 MetroCall 311

A Note from Our Director

Dear Colleagues, Partners and Community Members,

This Year End Report contains the highlights from another successful year for Emergency Services. Our services continue to be in high demand – we took over 1.4 million calls in MetroSafe, responded to over 125,000 Emergency Medical Services calls for service and handled nearly 200,000 citizen concerns in MetroCall 311 . While maintaining high functioning, day-to-day operations, we also implemented new initiatives and technologies that will help us provide better service to our citizens.

One thing I would like to highlight is the expansion of LENSAlert (Louisville Emergency Notification System) to now include Smart911. Through one seamless sign up process, residents are able to elect to receive emergency notifications on their cell phones and provide information to 911 operators and first responders by completing a safety profile. These core features of our LENSAlert system will help enhance the personal safety of everyone who signs up. Signing up (goo.gl/ZYG3LL) only takes a few minutes, and it could save your life!

I am proud of the continued planning and preparation our agency, as well as many other agencies at the local, state and federal levels, completed in 2017. We conducted a multi-agency drill at Bellarmine University, practicing our active aggressor response plans. The full day event was a great exercise, and we learned a great deal. Emergency Services also hosted a tabletop planning meeting with the Department of Homeland Security. Again, many agencies came together to talk through our coordinated response to an expanding incident at Thunder Over Louisville. I want to thank all of our partners that come together for these exercises – you all help make Louisville a safer place to visit and live.

As you read this report, I encourage you to think of all the individual men and women that work tirelessly to make the work of this agency a success. The individuals who work in Emergency Services have chosen a profession that demands much from them, and we as a community owe each of them our gratitude for the services they provide.

Stay safe!

p. 3 – A Note from Our Director Emergency Services Executive Summary

Louisville Metro Emergency Services officially formed on February 27th, 2015, combining the existing departments of Louisville Metro Emergency Medical Services (EMS) and Emergency Management Agency (EMA)/MetroSafe.

The mission of Louisville Emergency Services is to provide high quality and compassionate emergency and non- emergency response to the citizens and visitors of Louisville Metro and its local, state and regional partners in order to achieve the most favorable outcomes for people, property and the environment.

Emergency Services provides core functions of 911 call-taking and dispatching, Emergency Medical Services, 311 call taking, service request entry and emergency management. These core functions allow us to achieve our mission and our goals and initiatives that we have set. In addition to these core functions, we also provide public safety technology services through the support and maintenance of the public safety radio system and other public safety applications. Emergency Services’ Medical Director, Dr. Raymond Orthober, provides medical direction our EMS division, the Louisville Division of Fire and the Jefferson County Fire Departments. Other operational divisions within Emergency Services include Special Events, the National Crime Information Center (NCIC), Open Records, Training and Quality Assurance, Fleet and Supply, the CPR Center and Administrative Services.

The following pages in this report highlight many of the accomplishments and achievements of Emergency Services during 2017. The appendix at the end of the report includes statistical information about our operational divisions within Emergency Services.

p. 4 – Executive Summary Who We Are

Jody Meiman Executive Director

Dr. Raymond Kelly Jones Orthober Deputy Director Medical Director Special Emergency Events Management

Gary Vance Diane Vogel Tonya Sangester Angela Downes Mitchell Burmeister Communication Emergency Medical Administrative Services MetroSafe Public Information Technology Services Services

Personnel Technology and 911 MetroCall 311 EMS Operations Finance Radio Systems NCIC Open Records Training / QA Fleet and Supply GIS Training / QA CPR Center p. 5 – Who We Are Emergency Management

The Emergency Management (EMA) division of Louisville Metro Emergency Services continues to plan and prepare our community for all hazards. EMA participates in training workshops, facilitated discussions, tabletop exercises, and full scale exercises throughout the year with partners from other public safety entities and private industries. Topics include threats such as flooding, terrorist activity, chemical releases and active shooter scenarios. EMA participates with several community boards including the Local Emergency Planning Committee (LEPC, the Rubbertown Community Advisory Council (RCAC), Fairdale High School Public Safety Advisory Board and the Healthcare Emergency Response Association (HERA). Courthouse Health Fair Community preparedness efforts included distributing emergency supply kits, increasing participation in our emergency notification system (LENSAlert) and sharing information at various events such as health fairs, community meetings, and school visits.

Distributing preparedness kits RCAC neighborhood cleanup Full scale exercise p. 6 – Emergency Management Emergency Management CONT.

Grants help support our mission of planning and preparing the community for all hazards. These are the grants we received in 2017.

GRANTS:

 Hazard Mitigation 5 year Plan Update $66,666. Federal Emergency Management Agency (FEMA)  Dams - Risk and Vulnerability Assessment $ 68,970. FEMA  Complex Coordinated Terrorist Attacks (CCTA) Collaboration w/ Emergency Management, the Kentucky Department of Homeland Security, Indiana Emergency Management and the Indiana Department of Homeland Security (Design sustainable regional response plan, prepares public safety entities and improves ability to prepare for, prevent and respond to CCTAs) $2,225,000. Department of Homeland Security*  Commodity Flow Analysis (Bridges)) $38,000. Kentucky Emergency Management (KYEM)/Local Emergency Planning Committee (LEPC)  Vehicle (Special Projects) $26,000 KYEM  Warning Sirens $67,666. KY Department of Local Government  Hazardous Materials Transportation Rail Car Damage Assessment-Response Course $23,016. KYEM/LEPC  Software CAD Reporting Update (Special Projects) $70,000. KYEM *The CCTA grant is a multi-year project

p. 7 – Emergency Management LENSAlert & Smart911

Louisville Metro Emergency Services has continued to promote and integrate LENSAlert, our emergency notification system. The Local Emergency Planning Committee assisted in purchasing promotional materials to increase membership. We created opt-in text messaging for special events so attendees for Derby Festival events could stay informed. We expanded to over 15,000 registered users by the end of 2017.

In December 2017 we held a press conference with Mayor Fischer and other public safety officials to launch Smart911. We now have the ability to share critical information directly to the 911 Communications Center when our registered households call 911. Our goal is to provide better responses while enhancing safety for the public and responders.

For 2018 Emergency Services would like to double the number of registered households to over 30,000. We want to connect with at-risk populations such as the elderly, families with special needs, and group homes so they can use Smart911 in their emergency planning. LENSAlert and Smart911 will be promoted at our outreach events throughout 2018.

p. 8 – LENSAlert & Smart911 Active Shooter Exercise

On March 8, 2017, Emergency Services held a multiagency exercise at Bellarmine University to simulate an attack at the school. Students volunteered as mock victims and our EMS division received valuable training handling a mass casualty incident. We would like to thank our excellent hosts and volunteers at Bellarmine for partnering with us and other public safety agencies.

p. 9 – Active Shooter Exercise MetroSafe

MetroSafe is the starting point for emergencies in Louisville. MetroSafe serves as the community’s consolidated 911 communications center and the county’s primary Public Safety Answering Point (PSAP). Also within the MetroSafe Division are the National Crime Information Center (NCIC) and Training/Quality Assurance units.

Exercise – The 911 Communications Center used a scheduled hardware upgrade to test its ability to relocate to our backup center. Our highly trained staff seamlessly maintained operations for almost a three week period while new radio and video equipment was installed in our primary 911 center.

NCIC – Our NCIC office, Kentucky State Police and the Administrative Office of the Courts are continuing the Mental Inquest Warrant (MIW) project. Funding is secured and the ability of LMPD to use the ewarrant system to service MIWs is expected to go live in 2018. Awards – Kentucky Emergency Training – The Training Department sent 31 new hires through its Number Association - Association of academy in 2017. It also trained LMPD recruit classes, Fire Public-Safety Communications communications, and in-service classes for 911 employees totaling Officials selected our very own Cara Hall 2986 hours. Our training specialists provide continuing education to as their Kentucky 911 Telecommunicator maintain certifications and also conduct individual skill enhancements of the Year. Cara has served our to maintain a high level of proficiency within our 911 communications community for over 20 years and retired center. in the fall of 2017.

p. 10 - MetroSafe Communications Technology Services

Communications Technology Services (CTS) maintains and upgrades public safety technology and public safety radio systems. The division is comprised of specialists, technicians, analysts, and supervisors who handle the day to day maintenance and support of critical public safety technical applications.

A/V Grant Upgrade – CTS received a grant funding the replacement of the audio/video equipment in the Emergency Operations Center (EOC) and executive conference room. A new full video wall, upgraded conference calling capabilities, and a full replacement of all hardware was included in the grant. Smart911 – Smart911 allows our citizens to send their preplanned information into the MetroSafe 911 Center during critical incidents. Better information faster will enhance of public safety response and improve our public protection mission. ShotSpotter – LMPD purchased this gunshot detection system and CTS integrated it into the MetroSafe 911 Center to allow fast alerting and dispatching of police units to possible gunfire. The triangulated locations are distributed to both 911 personnel and patrol units along with audio files of the captured incidents.

Mobile Responder – Louisville Fire selected iPads as replacements for mobile data terminals. CTS is supporting the Mobile Responder platform the iPads will use to get dispatch information, maps, GPS, and other critical information.

Radio expansion – The project to bring Oldham County into our 800MHz radio system is continuing with the system expected to go online in the second quarter of 2018. Bullitt County Fiscal Court passed legislation in 2017 allowing their system to be integrated into a regional system.

p. 11 – Communication Technology Services Emergency Medical Services

Emergency Medical Services (EMS) provides 24-hours-a-day, 911 emergency medical care throughout the Louisville Metro area. EMS is committed to the development of the latest advances in basic and patient care. We rely on advanced training methods and education. We use technology and latest research in emergency medical care.

Emergency Medical Services for Children – Louisville Metro EMS has been working with the EMS for Children department of the Kentucky Board of EMS to help develop a recognition program for pre-hospital pediatric care. The program will highlight those EMS systems which carry pediatric equipment, complete training hours in pediatric topics and participate in community outreach programs geared toward children.

Paramedic Patient Care Navigator (PPCN) Program – Louisville Metro EMS was the first agency in the state to obtain permission from the Kentucky Board of EMS to begin a pilot program. Trained travel to patients and identify and provide alternative treatment and transport options for individuals who have low acuity complaints received via 911. The goal is to divert these non-urgent cases to a more appropriate level of care and reduce stress on the emergency medical system.

Workforce and Training – LMEMS continues to recruit and train applicants committed to serving our community. There were two fulltime and three part-time EMT classes held in 2017. A class of 30 LMEMS EMTs and five candidates is in progress with a two year completion date. Continuing education is provided to all employees to maintain standards and elevate care with the most recent advances in emergency medicine.

p. 12 – Emergency Medical Services Emergency Medical Services cont.

Equipment – EMS has purchased a power stretcher and power stair chair to help transport larger patients safely while reducing chances for crew injuries from lifting and moving patients. Our and fly cars debuted new color schemes in 2017 that are higher visibility and clearly identify our agency. A new patient care reporting software from ESO Solutions was implemented to improve patient care, tracking, data analysis, and billing.

2017 Mini-Marathon –Emergency Medical Services supports many events that occur around Louisville Metro. Our responders are especially busy as our city hosts the annual Derby Festival events. This year a team of responders immediately went into action when a runner collapsed and went into . Those quick lifesaving efforts allowed the patient to regain consciousness and start talking before he was even put onto a stretcher for transport to a hospital. Congratulations on a job well done to our team of professionals! http://www.wlky.com/article/runner-out-of-hospital-after- cardiac-arrest-at-minimarathon/9594235

p. 13 – Emergency Medical Services

CPR Center and Hands Only CPR

The CPR Center provides training for both instructors and students in lifesaving techniques. The Hands Only CPR grant project finished its first year with over 2,800 participants. Our second grant year included National Night Out and Junior Achievement. Over 5,000 people received training in this second year alone. The total amount is 8,139 Louisville citizens trained in Hands Only CPR. This past year has really put some smiles on the American Heart Association’s faces and the Jewish Heritage Foundation as we have already exceeded the projected goal. We are now setting a goal of over 10,000 people trained by the end of the grant.

For 2018 the CPR Center will continue to offer high quality training for medical emergencies. We will support outreach efforts by Emergency Services and continue partnerships such as Catholic Charities and Kentucky Refugee Ministries.

The American Heart Association teamed up with Anthem for a mobile tour. Our CPR Center staff was invited to participate in events around Kentucky as Anthem trained about 500 employees in Hands Only CPR.

p. 14 – CPR Center MetroCall 311

MetroCall 311 - In its 28th year, MetroCall 311 continues to be the customer service center for Louisville Metro Government and helps to reduce government red tape and improve accountability. It’s the place where you can request a service, offer a suggestion, ask a question, share an opinion, register a complaint and even pass on a compliment relating to Metro services and events. Not only can a citizen call 3-1-1, they can utilize e-mail, the website, our mobile application, Twitter and Live Chat.

MetroCall continues to strive to be as efficient as possible. A new position, Lead Customer Service Center Specialist, was created to assist with daily operations. The training manual was reviewed and updated. The winter months brought on another Pothole Blitz and MetroCall utilized #502Pothole for Twitter. MetroCall took advantage of Office of Performance Improvement and Innovation training and sent participants to a Plan, Do, Check, Act class, Customer Journey Mapping, Visual Boards and 5S. The Customer Journey Mapping instruction has allowed us to begin a customer survey regarding their experience with 311. MetroCall continues to diligently work with the Department of Information Technology and Accela for the new Citizen Relationship Management software system which will be implemented mid-2018. Do you have the MetroCall 311 App? The app allows you to submit service requests immediately. You can report potholes, issues with traffic signals, property maintenance issues and more! Follow this link to download the 311 App for Apple or Android: https://louisvilleky.gov/government/metrocall-311/services/download- 311-app

p. 15 – MetroCall 311 Public Information

Community Outreach – In 2017 Emergency Services prioritized engaging, educating and preparing the community through outreach efforts. The Public Information division began the process of bringing different elements together such as 911 for Kids, emergency preparedness, LENSAlert, EMS and the CPR Center. Collaborative efforts across our agency included hosting a booth at the Kentucky State Fair, 29 tours of our Emergency Operations Center and 911 Communications Center, and 48 public engagements at schools, health fairs and other events. Our programs National Night Out reached over 26,000 members of our community and we expect to expand and improve those efforts in 2018.

Bellarmine Safety Fair St. Patrick’s School

Kentucky State Fair National Night Out Little Hands Little Feet

p. 16 – Public Information Office of Special Events

The Office of Special Events (OSE) moved to Emergency Services from Codes & Regulations in 2017. It is the central coordinating location for events in Louisville Metro. OSE is the liaison for event producers to all Metro services. In 2017 there were 553 event permits requested with an almost 99% approval rate. Louisville Metro is proud to host events including the annual Derby Festival, movie productions, neighborhood festivals and block parties.

p. 17 – Special Events Louisville Emergency Planning Committee (LEPC)

The Fifth Annual Louisville Emergency Planning Committee (LEPC) Safety Fair was held on August 5, 2017 at Home Depot on Dixie Highway. Emergency Services participates and supports the LEPC’s mission to raise awareness in Metro Louisville about the importance of emergency preparedness and overall citizen safety, especially concerning hazardous materials. LEPC membership is comprised of private industry and public agencies. The Safety Fair is one of many outreach efforts to enhance our community’s readiness.

American Red Cross Louisville Gas and Electric

American Synthetic Rubber Company Louisville Metro Police, Fire & EMS Amateur Radio Emergency Service Lubrizol Chemours KY Divisions-Water & Environmental Protection Clariant Louisville Metro Public Health and Wellness DOW Chemical Rubbertown Community Advisory Council

Jefferson County Suburban Fire Rubbertown Mutual Aid Association Participating Participating Agencies Kentuckiana Air Education - KAIRE National Weather Service

p. 18 Louisville Emergency Planning Committee Appendix

p. 19 - Appendix MetroSafe - Phone Statistics

Year Total Calls Incoming 911 Calls Source of Incoming 2014 1,415,430 671,014 911 Calls in 2017 2015 1,547,069 755,997 Wireless Wired VoIP, TTD, other 2016 1,523,012 735,237 2017 1,430,026 688,580

7% 9%

Additional Call Data for 2017 Administrative Calls – Includes non-emergency calls for service coming 741,446 from the public and public safety 84% agencies/personnel Outgoing Calls – Includes returned calls to 911 hang-ups and any 288,164 outgoing calls related to public safety and public services Abandoned Calls 911 calls in which the caller disconnects before 62,332 the call is answered

p. 20 - Appendix MetroSafe - Calls for Service, By Agency Type

Police Calls for Service Total Calls for Service 570,000 565,217 800,000 560,000 .6% 725,542 702,564 719,596 729,228 700,000 550,000 540,234 14% 15% 17% 17% 537,174 540,000 600,000 8% 530,640 7% 7% 8% 530,000 500,000 520,000 EMS ‘16 to ‘17 400,000 510,000 78% 78% 76% 75% Fire 2014 2015 2016 2017 % change 300,000 Police 200,000 EMS Calls for Service 100,000 130,000 124,443 124,883 125,000 0 2014 2015 2016 2017 120,000 117,571 115,000 .4% 110,000 107,944 105,000 Overall, calls for service to the 911 100,000 ‘16 to ‘17 Communications Center increased 95,000 % change 2014 2015 2016 2017 by 1.3%, or 9632 runs, in 2017 1.3% compared to 2016. Fire runs Fire Calls for Service increased by 6216 runs and LMPD 70,000 64,111 57,895 had an additional 2976 runs. EMS 60,000 54,353 52,381 had an increase of 440 runs. 50,000 ‘16 to ‘17 40,000 11% “Fire” includes Louisville Fire, Shively Fire and % change 30,000 Jefferson County Fire. “Police” is LMPD only and 20,000 “EMS” is LMEMS , St. Matthews EMS, and Anchorage 10,000 EMS. ‘16 to ‘17 0 2014 2015 2016 2017 % change p. 21 - Appendix MetroSafe - Calls for Service, By Event Category

EMS Calls for Service, By Event Category* LFD Calls For Service, By Event Category 40,000 30,000 35,000 30,000 25,000 25,000 20,000 20,000 2016 2015 15,000 15,000 2016 10,000 2017 5,000 10,000 2017 0 5,000 1 2 3 4 5 9 2016 37,797 28,929 26,930 15,828 13,940 581 0 HIGH MEDIUM LOW MEDICAL 2017 29,885 30,491 25,142 24,904 13,813 648 2015 6,803 1,188 5,171 22,941 *In 2017 MetroSafe changed vendors for its medical call intake software. 2016 6,746 1,213 5,728 24,759 Data from the previous software was converted to the new format in order 2017 6,709 1,128 6,124 27,168 to provide a more accurate year to year comparison. This conversion resulted in a net change in reported totals for 2016 of 438, or -0.35%. JCFD Calls for Service, By Event Category LMPD Calls for Service, By Event Category 10,000 9,000 250,000 8,000 7,000 200,000 2015 6,000 2015 5,000 150,000 2016 2016 4,000 100,000 3,000 2017 2017 50,000 2,000 1,000 0 0 1 2 3 4 5 OTHER HIGH MEDIUM LOW MEDICAL 2015 3,898 213,225 139,214 168,055 13 6,235 2015 6,530 812 7,190 2,739 2016 4,257 213,162 150,463 161,502 2 7,788 2016 6,401 710 7,767 2,893 2017 5,619 226,738 150,617 149,375 4 7,881 2017 6,399 836 9,362 4,486

p. 22 – Appendix MetroSafe - Pickup to Dispatch, By Event Category

EMS Pickup to Dispatch, By Event Category* LFD Pickup to Dispatch, By Event Category

140

200 120 150 100 80 100 2016 60 2016 40 50 2017 2017

20

Avg. Avg. NumberofSeconds Avg. Avg. NumberofSeconds 0 0 1 2 3 4 5 9 HIGH MEDIUM LOW MEDICAL 2016 127 146 122 150 174 76 2016 60 74 58 118 2017 124 141 120 154 176 66 2017 59 69 54 116 *See page 29 for new definitions of EMS event categories

LMPD Pickup to Dispatch, By Event Category JCFD Pickup to Dispatch, By Event Category

250 120

200 100 80 150 60 100 2016 2016 40 2017 2017

50 20

Avg. Avg. NumberofSeconds Avg. Avg. NumberofSeconds 0 0 1 2 3 4 OTHER HIGH MEDIUM LOW MEDICAL 2016 89 134 145 152 190 2016 61 66 56 114 2017 72 135 143 154 202 2017 59 64 55 111

Please note: Pickup to Dispatch averages do not include first responder self-initiated runs.

p. 23 – Appendix Emergency Medical Services

Average Dispatch to Event 2017 EMS Calls for Service by Time of Day On-Scene Times Category 8,000 2016 2017 7,000 1 0:08:55 0:08:52 6,000 2 0:09:32 0:09:19 5,000 3 0:09:34 0:09:23 4,000 4 0:12:06 0:11:17 3,000 5 0:12:56 0:12:26 2,000 1,000 9 0:12:02 0:10:48

0

0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00

22:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 23:00 Event Type Count

Sick 11,636

Fall 11,418 LMEMS Transports to the Hospital

7,600

Breathing Problem 10,907 7,400 2016 Unknown Problem 10,396 7,200

7,000

Transfer/ Interfacility 9,099

6,800

Complaints Complaints forEMS

7,464

Sick 14,400

7,364

6,600 7,355

7,318

7,300

7,179

7,166

7,135

7,042

7,034

7,021 7,014

6,400 6,966

Falls 13,589 6,876

6,858

6,849

6,814

6,811

6,786

6,726 6,693

6,200 6,621 6,542 Breathing Problem 11,855 6,489

2017 6,000 TopChief 5 Unknown Problem 11,651 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Chest Pain 10,017 2016 2017 2016 Total 84,186 2017 Total 83,229 p. 24 – Appendix MetroCall 311 MetroCall Activity 2017

Call Stats Jan Feb Mar April May June July Aug Sept Oct Nov Dec. Totals Mo. Aver.

Received Calls 24/7 16,398 14,615 18,196 20,732 22,131 22,759 21,241 20,007 15,541 17,794 14,825 11,435 215,674 17,485 Received Calls M-F from 7-7 15,665 14,612 18,190 16,454 18,237 18,526 17,291 17,794 14,030 15,682 13,023 10,707 190,211 16,230 Calls Sent to Agents 15,645 14,608 18,190 16,452 18,237 18,525 17,291 17,793 14,022 15,681 13,022 10,707 190,173 16,224 Answered Calls 11,760 11,666 13,342 12,172 14,343 14,291 13,341 15,579 12,503 13,568 11,219 9,979 153,763 12,235 Abandoned Calls 3,865 2,938 4,848 4,278 3,894 4,233 3,950 2,213 1,511 2,112 1,802 728 36,372 3,982

Difference (lost calls) 20 4 0 2 0 1 0 1 8 1 1 0 38 7 % Aban. M-F from 7-7 24.7% 20.1% 26.7% 26.0% 21.4% 22.9% 22.8% 12.4% 10.8% 13.5% 13.8% 6.8% 19.1% Aver. Aban. Time in Sec. 121 121 126 122 90 90 96 82 77 76 83 75 Aver. Ans. Time in Sec. 119 92 117 144 129 143 146 77 54 75 73 30 Aver. Talk Time in Sec. 148 136 140 148 140 138 139 133 130 130 130 127

MIDAS Entries Jan Feb Mar April May June July Aug Sept Oct Nov Dec. Totals Mo. Aver.

Entered by MetroCall 4,451 4,421 5,331 5,952 7,423 7,252 6,725 7295 5616 5,726 4,553 3,736 68,481 5,039 Entered from Website 802 692 937 985 1,346 1,026 1,056 1,170 909 831 700 617 11,071 854 Entered from Mobile App 399 375 410 565 556 529 547 561 424 391 336 306 5,399 437 MIDAS Entries by Others 312 305 241 462 577 545 546 680 468 526 307 258 5,227 330 MIDAS Entries Total 5,964 5,793 6,919 7,964 9,902 9,352 8,874 9,706 7,417 7,474 5,896 4,917 90,178 7,515

MetroCall Interactions Jan Feb Mar April May June July Aug Sept Oct Nov Dec. Totals Mo. Aver.

Calls Answered 11,760 11,666 13,342 12,172 14,343 14,291 13,341 15,579 12,503 13,568 11,219 9,979 153,763 12,235 E-mails Addressed 1,175 791 937 941 1,169 1,421 1,200 1,254 1,060 1,207 945 899 12,999 961 Web and App 1,201 1,067 1,347 1,550 1,902 1,555 1,603 1,731 1,333 1,222 1,036 923 16,470 1,291 Live Chats 995 913 1,002 818 1,612 1,108 1,044 1,581 1,365 1,429 1,503 1,143 14,513 932

Twitter 46 32 49 38 17 73 33 46 24 24 13 11 406 41 MetroCall Interactions Total 15,177 14,469 16,677 15,519 19,043 18,448 17,221 20,191 16,285 17,450 14,716 12,955 198,151 15,461

p. 25 – Appendix MetroCall 311 Types of Contacts

6.6% 0.2% 8.3% 7.3% Calls Answered Live Chats Web and App Entries 77.6% Emails Twitter Tweets

Top 10 Service Calls Count High Weeds and Grass 5,294 Trash on Private Property 4,749 Damaged Garbage Carts 4,372 Exterior Violations 4,221 Abandoned Vehicles 3,507 Garbage Missed 3,271 Pot Holes 3,038 Recycle Bin Request 2,984 Stolen Garbage Cart 2,695 Vehicle on Private Property 2,575 p. 26 – Appendix Emergency Management

Time Period: Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Monthly Avg General EMA Tier Two HazMat plans received 110 350 118 2 0 0 0 0 0 0 0 0 580 89.2 Environmental Protection Agency Risks 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 Hazardous annual waste reports received 8 58 45 2 5 0 2 0 0 0 0 4 124 10.3 EMA Training hours provided 30 24 12 14 3 33 14 0 13 17.25 7.5 6 173.75 14.5 # of students 261 118 266 52 45 347 147 0 151 270 77 51 1785 148.8 EMA Tours Provided 4 1 2 4 0 2 4 2 0 3 3 4 29 2.4 Emergency Services Public Engagements 0 0 4 1 5 0 5 6 6 11 8 2 48 4.0 # of people reached 0 0 627 400 840 0 855 18250 1130 3105 750 90 26047 2170.6 EMA Training hours attended 31 7.5 11 18 41 28.5 33 27 81.5 32 0 0 310.5 25.9 Exercises *** 1 1 4 1 1 1 2 1 1 0 1 0 14 1.2 EOC activation (HOURS) *** 12.5 0 30 26 29 0 0 11 0 0 0 7.5 116 9.7 HazMat incidents 12 9 9 6 8 11 14 11 8 12 9 7 116 9.7 HazMat responses *** 0 0 0 0 0 0 0 0 1 0 0 1 2 0.2 Emergency responses *** 0 0 1 0 0 0 1 1 0 0 0 1 4 0.3 Requests for Red Cross 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 System (LENS) alerts *** 14 16 19 27 20 25 22 21 25 15 21 17 242 20.2 Siren System PM/routine maintenance 9 17 8 9 16 15 14 16 19 16 10 9 158 13.2 New installations 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 Rehab old sirens/site 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 Upgrade siren/site 0 0 0 0 1 1 1 1 1 0 0 0 5 0.4 Pending (new, rehab and upgrade) *** 0 0 0 1 1 1 3 0 0 0 0 0 6 0.5 SAR Total SAR notifications 8 8 4 11 3 6 4 5 6 7 5 8 75 6.3 Golden Alerts 3 0 0 5 0 1 0 1 1 0 0 3 14 1.2 Amber Alerts 0 0 0 0 0 0 0 0 0 0 0 0 0 0.0 WebEOC WebEOC users 429 432 433 361 353 316 318 234 235 235 235 235 318.0 WebEOC incidents 0 0 0 5 4 0 0 0 0 0 0 0 9 0.8

p. 27 – Appendix Open Records

2016 / 2017 Records Requests Breakdown of Origin of Requests 1000 Jan. - Dec, 2017

800 Comm. Attorney County Attorney

600 Private Attorney Public Defender

Public Safety Child & Fam Serv 400 Insurance Public 200 Media MetroCall 0 2017 471 461 811 560 582 609 525 674 595 503 600 456 Litigation Holds Miscellaneous 2016 485 659 572 739 561 629 713 515 558 504 449 508 0.6% 0.9% 0.8% 2016 / 2017 Records Provided 1.5% 6.7%

5.2% 2500 2030 29.1% 1909 0.6% 2000 1772 1759 1570 1453 1556 1266 10.7% 1500 1211 2017 991 1341 1.3% 1292 2016 1000 1226 1204 1282 1089 1055 1154 1048 1115 15.7% 887 886 855 792 500 26.8%

0 JAN FEB MAR APR MAY JUNE JULY AUG SEPT OCT NOV DEC p. 28 – Appendix EMERGENCY MEDICAL SERVICES - PowerPhone Codes

PowerPhone’s Computer Aided Call Handling divides Calls for Service into five separate priorities. Each of these entries is assigned a Code 1, 2 or 3 response by the medical director. Examples of each priority are listed below.

Priority 1 - Any medical incident that recommends initiating CPR prior to EMS arrival on-scene; active aggressor incidents, severe allergic reaction, incidents in which the patient is not alert, asthma, choking, traumatic chest injuries, severe difficulty breathing, imminent childbirth, rescues, electrocutions, severe falls, gas leaks or carbon monoxide leaks with injuries, motor vehicle accidents (bicycle, ejection, motorcycle, pedestrian, rescue, rollover, submerged), shootings with CPR, stabbings with CPR, severe seizures, train accidents (collision, derail, pedestrian) and unconscious persons.

Priority 2 - Breathing problems, burns, chest pain, child birth (not imminent), diabetic incidents, heart problems, poisonings, sick, stroke, structure fires with a rescue, traumatic injury and unconscious person.

Priority 3 - Allergy concerns, animal bites, assault, back pain with fainting, , small burns, chimney fire with rescue, heat exposure, eye problems, falls, headache, motor vehicle accidents (fire, hazmat, injury), public disturbance with injury, robbery with injury, seizure still breathing, shooting, stabbing and structure fire with injury.

Priority 4 - Medical alarm, child exploitation with injury, carbon monoxide inhalation, diabetic incident with normal behavior, domestic incident with injury, cold exposure, falls not dangerous to the body and unknown medical incident.

Priority 5 - Abdominal pain, allergic reaction, insect bite, back pain, bleeding not serious, lift assist and person found.

p. 29 – Appendix POLICE - PRIORITIES

PRIORITY 1 - Emergency calls that require an immediate dispatch of law enforcement include the following: Officer in trouble needs help, Officer taken hostage, hold up / hold up alarms, sexual assault / rape in progress, and shooting / stabbing.

PRIORITY 2 - Urgent and require an immediate dispatch of law enforcement or notification to the commanding officer that units are not available. They include the following: domestic trouble or domestic violence, injury accident, trouble, bomb threat, break in – in progress / just occurred, assist EMS, fight, person down, shots fired in the area, request backup - Code 1, strong-arm robbery, and violator.

PRIORITY 3 - Calls that require an on-scene response but are more routine in nature and do not necessitate an immediate response from law enforcement. They include the following: shoplifter, exposure of person, burglar alarm, children left alone, suspicious person, stranded motorist, disorderly person, fire, train derailment, intoxicated person, wanted person, hit-and-run accident, missing person, non-injury accident, terrorist activities and intoxicated driver.

PRIORITY 4 - Calls for Service that are non-emergency Calls for Service. These include the following: investigation, out-of-service, hazmat escort on the river, meet the officer, prisoner, loud music, reckless driver, report, corpse and contact the subject.

PRIORITY 5 - Wrecker runs (waiver tows, wrecker service, repos, contract tows)

OTHER - Event codes that are administrative and not captured in the other categories. Includes: call by phone, test call and attempt to locate.

FIRE PRIORITIES High, Medium, Low and Medical

HIGH: CO Detector, structure fire, chemical spill / fire, electrical fire or odor, fire alarm – residential or commercial, fire close to structure, garage / shed fire, gas leak - inside, gas leak – outside with fire, water leak/electrical.

MEDIUM: Structure collapse, roof/walls collapse, auto rescues with injuries, auto vs. train, auto vs. structure, confined space rescue, extrication, elevator rescue, high angle rescue, water rescue, watercraft rescue, trench rescue, other rescues, plane crash alert, public assist and safe place.

LOW: Assist Police, boat fire, automobile fire, chemical or gas odor outside, chemical spill, child locked in car, CO Detector, controlled burn, dumpster fire, elevator rescue, field / grass / brush, gas leak - outside, lap in, lock in, lock out, medical assist, mutual aid response, plane crash alert, public assist, safe place, smoke in the area, steam rupture, tanker fire, tractor-trailer fire, transformer fire, trash fire, trees down, wash off, water leak, and wire down.

MEDICAL: Medical responses that Fire is dispatched as a dual response with EMS.

p. 30 – Appendix