HomeMy WebLinkAboutAgenda - 11-17-2011 - 2ORANGE COUNTY
BOARD OF COMMISSIONERS
ACTION AGENDA ITEM ABSTRACT
Meeting Date: November 17, 2011
Action Agenda
Item No.
SUBJECT: E911 Communications Center Improvement Plan
DEPARTMENT: Emergency Services PUBLIC HEARING: (Y/N) No
ATTACHMENTS:
1) May 2009 Report to the BOCC
2) March 2010 Report to the Assembly of
Governments
3) November 17, 2011 Updated Report
Data
INFORMATION CONTACT:
F. R. Montes de Oca, 919-245-6100
Michael Talbert, 919-245-2153
PURPOSE: To receive background and historical information regarding the Orange County
Emergency 911 Center and needs for improvements.
BACKGROUND: The Orange County 911 Center is the public safety answering point for
residents to access emergency services agencies. It originated in the former Orange County
Sheriff's Office at Columbia and Rosemary Street in Chapel Hill. It is a branch of Orange
County Emergency Services and is staffed by dedicated professionals around the clock. The
following is a history of the achievements within the 911 Center supported by the Board of
County Commissioners:
- 1977: Orange County accepts responsibility for answering all emergency calls
- 1981: 911 center moves to residential structure at 1914 New Hope Church Road
- 1990: Center became an enhanced 911 center (E911)
- 1991: Center moves to the basement of 1914 New Hope Church Road
- 1992: Implements computer-aided dispatch (CAD)
- 1996: Adopted Emergency Medical Dispatch (EMD)
- 2001: Began discussions to upgrade communications technology
- 2004: Grants received to fund VIPER project
- 2007: Received communications and first responder radio equipment
- 2009: 911 Center moves to 510 Meadowlands Drive
- 2009: Transitioned to VIPER
Previous Emergency Services Reports
On May 5, 2009, the Emergency Services Director reported to the Board a need for. additional
resources including staffing and equipment to improve response times, which at the time were
17 minutes rather than the goal of 12 minutes.
On March 25, 2010, the Director of Emergency Services reported to the Assembly of
Governments on the continued need for resources to reduce increasing response times.
2
The 911 Center dispatched 181,974 calls for service in fiscal year 2010/2011. In fiscal
2008/2009, 186,225 calls were handled; and in fiscal year 2009/2010, the center dispatched
183,611 calls for service. The numbers are based on the times a Call for Service (CFS) report
is created. There was no standardized CFS coding system until the latter part of the 2009;
therefore many calls handled by the 911 Center never received aconsistently-coded CFS
report. For example, a resident who calls for information, or a mistaken dial in which an agency
was not dispatched but handled by the telecommunicator and determined as no resource
needed, was not consistently documented in a CFS Report. Multiple agencies dispatched to
one :incident location were counted as one CFS Report. Currently, all calls are now required to
receive a CFS Report with documentation of the action.
The center interacts with up to 13 fire and rescue departments, seven law enforcement
agencies, emergency medical services agencies, and support agencies within and surrounding
Orange County such as Animal Services. To accomplish this daily balancing act,
telecommunicators receive all 911 calls, process them for accuracy and agency
appropriateness, dispatch multiple units often representing different agencies, monitor multiple
channels and continue the process until the call is completed, in addition to continuous
monitoring of law enforcement channels due to frequent events of officers initiating calls.
Addressing the workload in the Center requires six (6) consoles to be staffed that handle:
1 telecommunicator: 2radio channels for Sheriff's Department and answer phones
1 telecommunicator: 2radio channels for Chapel Hill Police Department and answer phones
2 telecommunicators: 4radio channels for Carrboro and Hillsborough Police Department and
answer phones
2 telecommunicators: 13 radio channels for EMS/Fire/Rescue and answer phones
The supervisor would then be available to monitor the daily operations and relieve as needed
for breaks, trainings, remedial training and focusing on major events. Minimum staffing is
currently 5 telecommunicators, including the supervisor who works a console; however this
does not accommodate additional duties assigned.
The 911 Center is responsible for handling all record check requests through the Division of
Criminal Information for any agency authorized to receive these transactions (law enforcement,
Department of Corrections, Housing and Development, attorneys). Center staff are also tasked
with handling all resident requests after hours and on weekends for contacting Animal Services,
Public Works, Department of Social Services, Probation/Parole Officers and any other
governmental agency with on-call staff.
Major events impact the ability for telecommunicators to focus on the responders due to the
continued responsibility for answering phones and assigned radio channels. Other additional
duties include monitoring alarm systems, monitoring cameras, answering administrative
telephone lines, and utilizing Emergency Medical Dispatch to assist a patient prior to the arrival
of an ambulance thus reducing the availability of the telecommunicator to answer other phones
but still monitor radio traffic. This is accomplished consistently with four console positions plus
a supervisor who currently staffs a console. When all 28 positions are staffed, an additional two
positions could potentially be posted daily. However this could not be realistically accomplished
without causing considerable overtime due to employee leave, illnesses, turnover and
mandatory training.
3
.Once an employee is hired by the County, it takes between 12 and 24 weeks to train, orient,
credential and release as a 5t" position that is still monitored by the Supervisor to reduce liability
prior to the 1 year anniversary of awell-trained telecomunicator. The turnover rate has
remained a major factor due to the competition of other 911 Centers who have the same pay
scale or higher with fewer responsibilities.
Although the equipment in the .Center represented newer technology, afour-year installation
delay resulted in expired warrantees and aged technology. Much of the equipment was
received in 2006, but not installed until 2008 and then not fully utilized until 2009.
Much of .the current dispatching backbone equipment has reached its life expectancy and must
be replaced. Older (analog) technology is required to ensure communications with several
agencies throughout the area who cannot afford to outfit responders with newer equipment and
results in the telecommunicators "simulcasting" on digital and analog communications
equipment when dispatching calls. Analog is susceptible to distortion and inaccuracy due to
competing signals, whereas digital is more powerful and not as susceptible. Digital is easier to
transmit data for actions such as automatic vehicle location, station paging and calls-in-service
transmissions to mobile data terminals. Although this procedure allows communications among
all users, it doubles the workload of communications staff and occasionally results in
dispatching errors, staff fatigue and in some occasions missed transmissions.
Regulatory agencies requiring Project 25 standards, which encompasses maintaining the
capability to communicate on the State's VIPER system coupled with the communications
industry, is driving the need for equipment upgrades and replacement. Orange County
Emergency Services is committed to reducing call processing and response times. The public
has become accustomed to instant messaging, texting, social media and instant feedback
requiring "Next Generation" Internet-based equipment enhancements. The State 911 Board
strongly recommends centers adopt computer aided dispatch software standards to achieve
regional communications interoperable capabilities. OSSI software is commonly used in the
area for computer aided dispatching. Automatic vehicle location equipment further enhances
reduction of response times by providing the telecommunicator with instant information to
appropriately deploy assets. This technology, coupled with cutting edge technology such as
OSSI software, can be programmed to auto-select the most appropriate resources, allowing the
telecommunicator to monitor calls in progress to ensure first responder safety. While some
equipment can wait 24-36 months for replacement, some will need upgrading or replacement
within the next 12-18 months.
EQUIPMENT
Urgent Needs FY 2012/13
Phase 1 911 Center Radio Console Replacements: (7) $616,000
Once the State moves to Project 25 (2012/2013), it will require these to be replaced.
Mobile Repeaters: (2 @ $20,000 each) $40,000
To provide a redundant link to the VIPER network in areas with low VIPER coverage
Backup Radio System: $200,000
Ensures adequate communication capability following catastrophic system failure
4
Communications Phone System Emergency Telephone Switch: $400,000
To accommodate the moves in technology that the State and other agencies are implementing
will require the upgrade of the current telephone switch.
Total Communications Equipment Funding Needs - FY 2012/13: $1,256,000
Needs FY 2013/14
OSSI Computer Aided Software Replacement $1,000,000
Provides a stable platform integrating more effectively with local and regional agencies
Station and Unit Paging System: $200,000
To move toward specific station and unit dispatch
Mobile Data Terminals (40 MDTs with Mobile CAD Licenses): $375,000
To provide immediate access to dispatch information enhancing response
Automated Vehicle Location Software (40 Licenses) $125,000
To organize allocation of resources in order to dispatch closest unit enhancing response
Total Communications Equipment Funding Needs - FY 13/14 $1,700,000
Needs FY 2014/15
Phase 2: 911 Radio Consoles Additions: (4) $350,000
In response to the States recommendation of consolidating multiple PSAPs within a County,
this will help prepare for the additional volume.
Emergency Fire and Police Dispatch Software: $160,000
To standardize dispatch protocol for fire and police responses
Recording Server: $40,000
To replace current recorder purchased in 2008 to record all telephone and radio traffic.
Computer Aided Dispatch Servers (4): $25,000
To replace two of the current CAD servers which were purchased in 2008 and add two
additional CAD servers to accommodate the addition of mobile data terminals
Portable Radio Upgrades: (200 @ $4,000 each) $800,000
To replace radios purchased in 2006, which have reached life expectancy.
Mobile Radio Upgrades: (100 @ $5,000 each) $500,000
To replace radios purchased over five years ago which have reached life expectancy
Total Communications Equipment Funding Needs - FY 14/15 $1,875,000
5
STAFFING NEEDS
Additional staffing is necessary to: improve 911 call processing time, which improves
emergency response times, ensuring first responder safety and begin preparing for the
technology change from passive communications to interactive caller use -digital platforms,
automatic vehicle location, data sharing, texting, web-based 911 caller requests and video
receipt and re-transmission.
The goal is to improve service delivery and enhance first responder safety by reducing call
processing time, adopting new, interactive communications formats and ensuring system fidelity
with backup capabilities. To accomplish this with the Board's support, additional staff is
needed. The following is an overview of the personnel needs with timelines.
Personnel
Adding staff prepares for the increase in call volume, allowing telecommunicators to focus on
less agencies to ensure safer measures, increased monitoring of field activity and enhanced
safety to first responders, preparation for the State's recommendation towards consolidation,
ability to handle "NextGen" population through text messaging, Internet, video, and reduce
overtime without utilizing staff to cover for employee leave, sick and other leave, and stabilize
and improve the training process.
FY 2012/2013
(4) Grade 13 Telecommunicators - $200,000
(1) Grade 16 Communications Trainer - $50,000
FY 2013/2014
(4) Grade 13 Telecommunicators - $200,000
(1) Grade 16 Radio System Technician - $50,000
FY 2014/2015
(4) Grade 13 Telecommunicators - $200,000
FINANCIAL IMPACT: The approval of these recommendations will have a financial impact on
the County related to equipment additions and improvements as well as staffing additions.
Should the Board accept staff recommendations, it will necessitate amulti-year plan to address
resource needs to improve system performance.
(Agenda Item #5 for this November 17, 2011 meeting provides a summary of the potential costs
associated with Emergency Services Coverage, Capacity and System Improvements addressed
in this and other agenda items.)
RECOMMENDATION(S): The Manager recommends that the Board approve the plan for
improving capabilities within the E911 Communications Center subject to annual budget
appropriation decisions and an approved Capital Investment Plan for the project. It is
understood that the Board will approve applicable financing actions to accomplish this task.
~l~ac1~~+ ~- s
A Year in Review
A Presentation to the Board of Orange County Commissioners
Highlighting the Accomplishments and Immediate Challenges Facing
Orange County Emergency Services
F. Rojas Montes de Oca, Jr.
Orange County Emergency Services Director
~;
A Dedicated Staff
- Taking on New Responsibilities
- Developing New Leadership Skills
- Planning for Future Community Needs
- Creating Succession Planning
- Addressing Partner Needs
Facility Upgrades
- New 911 Communications Center
- Enhanced Emergency Operations Center
- Updated Department Headquarters
- Efland Rescue Station/EMS Station 4
- County Warehouse .
Operational Improvements
- IRV to Traditional EMS Delivery System
- Countywide EMS Training Program
- 800 MHz System Cutovers
- Safety Monitoring of Radio Traffic
- Customer-Focused Planning
2
8
• Increases in overall population
• Growth in traditionally rural areas
'~/\/ 40K...
30K..
25K-
Percentage Growth
20K.-
From 1990-2000
• Increases in chronic disease
• Population is aging
30,748
24,880
8.550
2000 2005 20,0 2075
Population 55+ Years Old
from the OC Master Aging Plan
3
9
2004
1.60,014
Total incidents requiring 9-1-1
dispatch in Orange County
Yncldenff lnc/utle: Law Enforcemem, Medical, Fire, Community Service dispffidletl thmu0h OC 9-1.1
~"""-~ EMS Responses (2000-2009)
nooo fa
9
15000
8
7
13000
6
H 000 5
9000
3
2
~ooo
t
5000 0
ti°°o ~o~ `~~ry `~~A ti°~ `~°~ ryod° X01 `~~ ~ol~~'
,g~
Percentage Growth
From 2000-2008
Projected Growth
From 2008-2009
4
10
Paramedic response goal
,~~
The number of times in 2008 that the
community called 9-1-1 for an ambulance and
none was available.
5
Current paramedic
response time
11
Provide the highest standard of care and
customer service when citizens and visitors call
9-1-1.
12 Minute Paramedic
Response Time
Outstanding Medical Care
00:00:45 Dispatch Time
Full Operational Safety
Monitoring to Citizens
and Responders
Operations Staff
Support Staff
Equipment & Technology
6
12
7
13
~~
8
14
15
• 24/72 (Current)
- 24 hours on/72 hours off
- On-Call Consistently Needed
- Reduces Available Units
-Maintains High Response Times
24/48 KD (Kelly Day)
- On 24 hours/Off 48
-Off Every 5t" Shift
-Decreases Staff Recovery Time
-Increases Resource Availability
- Reduces OT
-Requires More Staffing
-Costs More
10
16
• 24/72 PL (Peak Load)
- Hybrid of Current Model
-Allows Staffing When/Where Needed
-Allows Staff Recovery
-Allows Appropriate Supervision
- Up to 2 More Units Without Added Cost
-Could Reduce OT Costs
11
/~-4~ach rn2n-~ a
Critical Mass
The impacts of resource limitations on
emergency services delivery throughout
Orange County
F. Rojas Montes de Oca, Jr.
Orange County Emergency Services Director
~>
• Increases in overall population .
• Growth in traditionally rural areas
• Increases in chronic disease
• Population is aging
2.6 % o
Percentage Growth
From 1990-2000
38,952
30,748
_ _ 24 860
19,550 n
2000 2005 2010 2015
Population 55+ Years Old
from the OC MasterAginq Plan
17
1
18
f~
2004
1.60 ~ O ~ 4 Handled by 6.5
Telecommunicators
Handled by 6.25
Telecommunicators
Handled by 6.25
Telecommunicators
Total incidents requiring 9-1-1
dispatch in Orange County
2009 Calls for Service: 186,225
2
19
Number of incidents where CHFD response time
was greater than 5 minutes
increased by 38% ,
30
20 p 2008
10 ^ 2009
0
Incidents
7:40
7:12
6:43 ~ 2008
6:14 ^ 2009
5:45
Response Time
In these incidents, response time
to those calls increased by 17%
c~)
17000
1b000
13000
11000
9000
7000
Percentage Growth
From 2000-2009
2000 2009
sooo Ambulances Available
2000 2002 2003 2004 2005 20Q6 2007 2008 2009
3
EMS Responses (2000-2009)
20
Paramedic response goal
4
2008
Current paramedic
response time
2009
2y
On-Scene
Times
• There were 56 total
incidents in 2009 of scene
times of > 40 minutes for
CHFD.
Total • 29 of those incidents
incidents occurred because
^ Units
Waiting
ambulances were not
^> 49 available.
Minutes . 6 of these incidents
resulted in scene times
> 49 minutes
Average Time on Scene
i~: ~~• .-
Carrboro 0:53 1:01 11%
Chapel Hill 0:53 0:58 8%
Hillsborough ~ ~~1:07 ~ ~'~ ~1:06~` ~~=1%
5
22
The actual number of 9-1-1 calls in 2009 that a
community member required an ambulance and
one was not available.
• Increase Personnel
- 4 Paramedics and 4 EMTs (right-sizing)
- 6 Paramedics and 6 EMTs (added unit)
• Improve 9-1-1 Center Process
- 1 Telecommunicator (right-sizing)
- 8 Telecommunicators (to improve processing)
6
23
• Approximately $1.4M in additional
personnel in FY 2010-11
Approximately $150K for additional
console equipment in FY 2010-11
• $225K for an additional ambulance in
FY 2011-2012
7
A~a~r~e~n~-t' 3
w.- .
.~.
ORANGE COUNTY
EMERGENCY SERVICES
Report to the Board of County Commissioners
Requesting Resources Needed to Improve
Service Delivery
Four Branches
• E911 Communications
• Emergency Management
• Emergency Medical Services
• Life Safety Management
4.4%
Total County Budget
OC Population
150000 - .. .. ---_ _ -- _ -- -- -- - __. . ------
100000 _------ -......_.. -- --- ---... ---
50000 ~ --- -- --- --- -
o --
1990 2000 2005 2010
24
25
,~.~,
2004
160, 014 Handled by 6.5
Telecommunicators
Handled by 6.25
Telecommunicators
Handled by 6.25
Telecommunicators Total incidents requiring 9-1-1
dispatch in Orange County
• Serves all communities and towns as primary
access point
• Dispatch all law enforcement, EMS and fire
• Manages countywide public safety radio
network
• Manages Division of Criminal Information
requests for all law enforcement agencies
26
~:~
27
• Community Resilience
• Disaster and Continuity Planning
• Community Emergency Response Coordination
• Community Alert Notification
• Disaster Training/Exercises
• Department Logistics Support
28
...~~ .
• Serves all communities and towns
- Response
-Treatment
-Transport
• Coordinates Special Events/Mass Gatherings
• Manages EMS System for NCOEMS
• Coordinates Public Outreach
• Manages MCIs
29
u~ .
30
.~
EMS Calls for Service
_. .
14000 - '
12000 ~
10000 i..- _ _ _-_ . _ .. - ---- -.__-- Percentage Growth
8000 -__ _.. _ _ _.-----..~._.__._..._._.._.--------------------- _-.... From FY1999-2010
6000 _~....:.:...___.._ .........__....._..-----------_ _.... -------.._.._......_-----
4000
__ __._
i
2000 ~-------------._... __ -------.. _.------------- ---
0 _-
0 '~ ~, 3 h 6 1 g p p FY1999 FY2010
~,~~ ~~Op ,tio ~,LO ~~O~,LOp ~O ~,LO ~,ti0 ~~O y~o~ Ambulances Available
Paramedic response goal
FY2011 Paramedic
response time
31
220
FY2009 FY2010 FY2011
The actual number of 911 calls in FY2009, FY2010 and
FY2011 that a community member required an
ambulance and one was not available.
• $250K in additional telecommunications
personnel in FY 2012-13
• $4.8M for E911 equipment
• $2.4M for EMS equipment