BOARD OF COMMISSIONERS 2/23/2015 304 E. Grand River Ave, Board Chambers, Howell, MI 48843 7:30 PM AGENDA 1. CALL MEETING TO ORDER 2. PLEDGE OF ALLEGIANCE 3. ROLL CALL 4. CORRESPONDENCE 5. CALL TO THE PUBLIC 6. APPROVAL OF AGENDA 7. REPORTS 9-1-1 Central Dispatch - Report from Fitch & Associates, LLC 8. CLOSED SESSION 9-1-1 Central Dispatch - Confidential Report from Fitch & Associates 9. CALL TO THE PUBLIC 10. ADJOURNMENT NOTE: The Call to the Public appears twice on the Agenda: once at the beginning and once at the end. Anyone wishing to address the Board may do so at these times. 12 February 2015 911 Central Dispatch Communications Review & Strategic Plan Livingston County, MI 304 East Grand River Avenue Suite 204 Howell, MI 48843-2323 Prepared by: FITCH & ASSOCIATES, LLC 2901 Williamsburg Terrace #G Platte City Missouri 64079 816.431.2600 www.fitchassoc.com Livingston County 911 Central Dispatch Page 1 of 57 ©Fitch & Associates, LLC Communications Review & Strategic Plan 12 February 2015 Livingston County 911 Central Dispatch Communications Review & Strategic Plan Table of Contents I. EXECUTIVE SUMMARY ........................................................................................................................ 5 A. FINDINGS .............................................................................................................................................................. 5 Inadequate Staffing Compromises Dispatch Effectiveness .................................................................. 5 FITCH and IOS Recommendations Are Comparable ............................................................................... 6 Hiring and Training Procedures Are Ineffective ....................................................................................... 6 Published Reports Contain Few Meaningful Metrics of Performance ............................................ 6 Need for New 911 Central Dispatch Facility .............................................................................................. 7 Serving Multiple Jurisdictions Is Challenging ............................................................................................ 7 B. RECOMMENDATIONS .......................................................................................................................................... 7 Improve Dispatcher Hiring and Training .................................................................................................... 7 Option 1 – Caller Centric Dispatch Model .................................................................................................... 7 Option 2 — Responder Centric Dispatch Model ........................................................................................ 8 Incremental Augmentation of Staff ................................................................................................................ 8 Improvements for EMS, FIRE, and LAW Dispatching ............................................................................. 9 Internal and External Reporting .................................................................................................................... 10 New Facility and Infrastructure Projects ................................................................................................... 10 Implementation Schedule and Costs ............................................................................................................ 10 II. METHODOLOGY ............................................................................................................................... 11 A. INFORMATION GATHERING ............................................................................................................................ 11 B. DATA GATHERING /A NALYSES ....................................................................................................................... 12 III. BACKGROUND ................................................................................................................................ 12 A. AREA DEMOGRAPHICS .................................................................................................................................... 12 B. LIVINGSTON 911 CENTRAL DISPATCH PROCESSES ................................................................................... 15 Current Dispatch Practices ............................................................................................................................... 16 Current Dispatch Operations ........................................................................................................................... 16 C. APPLYING BEST PRACTICES /A CCREDITATION ........................................................................................... 17 Measuring Customer Service............................................................................................................................ 18 D. LIVINGSTON 911 CENTRAL DISPATCH INFRASTRUCTURE ....................................................................... 23 Technology Issues And Infrastructure Needs ........................................................................................... 23 E. DISPATCH CENTER GOVERNANCE ................................................................................................................. 24 911 Administrative Oversight Board ........................................................................................................... 24 Central Dispatch Leadership ............................................................................................................................ 25 Personnel ................................................................................................................................................................... 25 Stakeholder Groups .............................................................................................................................................. 27 First Responder Safety Issues ........................................................................................................................... 28 Funding/Finance ................................................................................................................................................... 28 Consolidated Dispatch Centers ....................................................................................................................... 30 IV. POLICE, FIRE AND MEDICAL DISPATCH NEEDS .................................................................. 31 A. DIFFERENT DISPATCHER FOCUS ................................................................................................................... 31 B. 911 EMERGENCY CALL PROCESSES AND STANDARDS .............................................................................. 32 NFPA and NENA Standards .............................................................................................................................. 33 Livingston County 911 Central Dispatch Page 2 of 57 ©Fitch & Associates, LLC Communications Review & Strategic Plan 12 February 2015 V. TREATMENT OF CAD DATA ......................................................................................................... 34 A. SUBSET OF FIELDS EXTRACTED FROM CAD ............................................................................................... 35 B. DATA TRANSFORMATIONS ............................................................................................................................. 35 C. SELECTION OF BASELINE PERIOD ................................................................................................................. 36 D. ERLANG -C ANALYSIS ...................................................................................................................................... 37 E. CALCULATION OF TIME INTERVALS FROM TIMESTAMPS .......................................................................... 38 F. VARIATION OF CALL COUNTS BY DAY OF WEEK AND HOUR OF DAY ...................................................... 38 G. INCIDENT COUNT AND CALL TYPES .............................................................................................................. 40 VI. DISPATCH OPERATIONS ............................................................................................................. 44 A. FLOW OF 911 EMERGENCY INCIDENTS ....................................................................................................... 44 B. APPROACH TO ANALYSES /W ORKLOAD QUANTITATION .......................................................................... 45 VII. DESCRIBING CURRENT MODEL & RECOMMENDED OPTIONS ...................................... 46 A. CURRENT – VERTICAL DISPATCH MODEL ................................................................................................... 47 B. OPTION ONE – CALLER CENTRIC DISPATCH MODEL ................................................................................. 47 C. OPTION TWO – RESPONDER CENTRIC DISPATCH MODEL ........................................................................ 48 D. DISTINCTIONS BETWEEN DISPATCH OPTIONS ........................................................................................... 48 VIII. MODELING CURRENT OPERATIONS..................................................................................... 50 A. RESPONDER CENTRIC OPERATIONS ............................................................................................................