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  • JointEmergencyCommunicationsServicesAssociation

    FY2013AnnualReport

  • TABLEOFCONTENTS

    MessagefromExecutiveDirector.....3

    Mission/Purpose.......4

    Overview.....5

    OrganizationalChart...6

    PersonnelAllocation...7

    CallCategoriesandVolume...8

    ComputerAidedDispatchSummary....10

    Telecommunications...11

    EmergencyMedicalDispatch.12

    Budget.........13

    FY2013YearEndFinancials..........14

    911ThingsEveryoneNeedsToKnow........17

  • JECC Administrative Line: (319) 356-6880 | Non-Emergency Dispatch: (319) 356-6800 JECC Administrative Fax: (319) 338-0028 | Dispatch Fax: (319) 338-0022

    Joint Emergency Communications Center4529 Melrose Avenue Iowa City, Iowa 52246

    December18,2013DearPolicyBoardand28Ememberentities;Iampleasedtopresentthe2013annualreportoftheJointEmergencyCommunicationsCenter.Thisreportcontains12monthsofstatisticsforfiscalyear2013includingfinancials.Forfiscalyear2013wecontinuedtomaintaincomparablecallvolumeasfiscalyear2012.Weremainedsteadyinboththenumberofemergencycallsreceivedandthenumberofcallsforservicethatweredispatched.OneofthemostnotableeventsinthepastyearswasthejoiningoftheJohnsonCountyandLinnCountyradiosystemstoformaregionalP25radiosystem.Thisallowsforthesharingofresourcesandexpandedradiocoverageforthepublicsafetyrespondersinthetwocounties.WelookforwardtothemanyotheradvantagesthatthisopensupforJohnsonCountyandthepotentialcostsavingsofaregionalmaintenanceagreementtolowercostsforradiosystemmaintenance.WecontinuetolookforwardtothechallengesthatwillbepresentedtousinthefutureandcontinuingtoprovidethehighestlevelofemergencycommunicationstotheresidentsofJohnsonCounty.Sincerely,

    TomJonesExecutiveDirector

  • VISION

    Toserveandsupportthepublicsafetycommunicationsneedsofourcustomersinthemostefficientandresponsivemannerpossible.

    MISSIONSTATEMENT

    ToprovideallresidentsofJohnsonCountyasingleansweringpointforprocessingtheircallsforemergencyandnonemergencyassistanceforpolice,fire,medicalandgeneralserviceresponders.Toprovideprimarycommunicationsforallpublicsafetyagenciesrespondingwithinourjurisdictionalboundariesthroughuseof2wayradios,telephonesand/orteletypeequipment.Tomaintainuptodateandcontinuoustrainingforallemployeestoinsureprompt,professionalandefficientservices.

    SERVICESPROVIDEDBYTHEJECC

    Enhanced911servicestoallCitizensofJohnsonCounty. Wireless911servicestoallCitizensofJohnsonCounty. RadioCommunications/ComputerAidedDispatchto5LawEnforcement

    Agencies. RadioCommunications/PagingCommunications/ComputerAidedDispatchto14

    FireDepartments. RadioCommunications/PagingCommunications/ComputerAidedDispatchto

    JohnsonCountyAmbulanceService. RadioCommunicationstoUniversityofIowaDepartmentofPublicSafety. RadioCommunicationstotheIowaDepartmentofCorrectionsHighRiskUnit. RadioCommunicationstotheU.S.ArmyCorpsofEngineers,DNRLakeMcBride,

    DNRConservationandJohnsonCountyConservation. RadioCommunications/PagingCommunicationstoJohnsonCountyHazardous

    MaterialsTeam. RadioCommunicationstoUIHC,MercyHospitalandVAHospital. RadioCommunicationstoNorthLibertyPublicWorksDepartment. ActivatesandmonitorstheJohnsonCountyOutdoorWarningSystems. NotificationandmonitoringpointforSevereWeatheractivityfortheNational

    WeatherServiceQuadCities.

  • OVERVIEW

    TheJointEmergencyCommunicationsCenterofJohnsonCounty(JECC)istheclearinghouseforall911callsandallEmergencyCommunicationsforJohnsonCounty.TheJECCservesastheepicenterforemergencycommunicationsforallcitizensofJohnsonCounty.TheJohnsonCountyEmergencyManagementAgency(EMA)isalsolocatedinthesamefacility.TheJECCservesthepublic24hoursaday,7daysaweek,and365daysayearwithspeciallytraineddispatcherstoanswerallemergencycallsforassistance.Theseoperatorsreceiveand/ortransmitemergencytelephone,radio,alarm,andothertypesofdataovermultiplecomputersystems,thenanalyzeitinatimelymannerforthepurposeofrelayingtheinformationbetweencitizensandfirstrespondersduringemergenciesinordertopreservelifeandproperty.AnotherimportantresponsibilityofEmergencyCommunicationsPersonnelistheaccurateentryandremovalofwantedpersons,articlesandvehiclesinNCIC.Thisincludesproviding,ondemand,theresultsofNCICqueriesmadebyfieldunits.

  • Joint Emergency Communications Center (JECC) Organizational Chart

  • PERSONNELALLOCATIONFY2013

    JobTitle Management Administrative Operations Total

    ExecutiveDirector 1 1EmergencyCommunicationsCoordinator 1 1

    NetworkAnalyst 1 1

    OfficeAssistantPartTime 1 1

    DispatcherI 6 6

    DispatcherII 19 19

    DispatcherII/PartTime 3 3

    Total 31

  • ANNUALACTIVITYSUMMMARIESFY2012

    CALLCATEGORIESANDVOLUMES

    July1,2011throughJune30,2012

    911EmergencyCalls

    CallType TotalWireline911Calls 10,976Wireless(Cellular)911Calls 36,073VoIP911Calls 227Total 47,276

    Wireline911Calls(Landline)23.22%

    Wireless911Calls(Cellular)76.30%

    VoIP911Calls0.48%

    FY2013WirelinetoWirelessComparison

  • SummaryofallCallTypes

    Categories Volume PercentEmergency(911) 41,987 32.79%NonEmergency(Routine) 77,357 60.42%Abandoned 5,062 3.95%AlarmLine 3,405 2.66%VoIP(Emergency&Routine) 227 0.19%Total 128,038 100%

    *Forreportingpurposes,theAbandonedCallcategorylistscallsinwhichthecallerhungupbeforethecallwasanswered,orwhilethecallwasbeingprocessed.DispatchinitiatesacallbacktoeachabandonedcallreceivedbytheJECC.

    Emergency(911)32.79%

    NonEmergency(Routine)60.42%

    Abandoned9113.95%

    AlarmLine2.66%

    VoIP(Emergency&Routine)0.18%

    FY2013CallTypeCategories

  • COMPUTERAIDEDDISPATCHSUMMARY

    July1,2012throughJune30,2013

    TheJointEmergencyCommunicationsCenterprocessedapproximately128,038emergencyandnonemergencytelephonecallsinfiscalyear2013.Duringthefiscalyear,thesetelephonecallsresultedinthecreationof164,400ComputerAidedDispatch(CAD)incidentsprocessedbyJECCstaff.TheJointEmergencyCommunicationsCenterprofessionallyhandlescallsfor15PublicSafetyAgenciesthroughoutJohnsonCountyandsurroundingcounties.

    LAWENFORCEMENT FIRE/MEDICAL COMBINEDACTIVITY Monthly Cumulative Monthly Cumulative Monthly CumulativeTotalJuly 12,831 12,831 1,678 1,678 14,509 14,509August 13,800 26,631 1,808 3,486 15,608 30,117September 13,063 39,694 1,782 5,268 14,845 44,962October 12,559 52,253 1,801 7,069 14,360 59,322November 11,230 63,483 1,536 8,605 12,766 72,088December 10,768 74,251 1,499 10,104 12,267 84,355January 12,189 86,440 1,853 11,957 14,042 98,397February 10,632 97,072 1,372 13,329 12,004 110,401March 11,580 108,652 1,631 14,960 13,211 123,612April 11,529 120,181 1,790 16,750 13,319 136,931May 12,447 132,628 1,672 18,422 14,119 151,050June 11,654 144,282 1,696 20,118 13,350 164,400TOTAL 144,282 144,282 20,118 20,118 164,400 164,400

    05000100001500020000

    CallsForService

    Month

    CADIncidents FY2013

  • TELECOMMUNICATIONS

    Infiscalyear2013,wecontinuedtoseemoregrowthinincomingcellular911callsverseslandline911phonecalls.TherearealsoanincreasingnumberofVoIP(VoiceoverInternetProtocol)callsthatcomeintothe911Centerasthattechnologyisexpandingintothehomes.Theheaviestvolumeofcallsisreceivedonthenonemergencynumber3566800betweenthehoursof11:00a.m.and10:00p.m.Pleaserememberthat911shouldonlybeusedfortrueemergencies.

    The911andnonemergencynumber3566800arededicatedtelephonelinesthatprovideemergencydispatcherswiththeabilitytoseephonenumbers,addresses,andnamestoassisttheminpinpointingacallerslocation.ThisiscalledAutomaticLocationIdentificationorALI.

    TheJointEmergencyCommunicationsCenteralsosupportsVoIPcalls.SomeexamplesofVoIPphonecompaniesareMediacomandVonage.Whenplacingacallto911usingthistechnology,callerinformationmayormaynotappearonthedispatchersscreen.Itisimportantforallsubscribersofthistechnologytoasktheirprovidershow911callsarehandledwiththeircompany.

    WealsocontinuetoexplorenewtechnologiesandNextGeneration911(NG911)servicessuchasreceivingtextmessagestokeepupwiththetechnologicaladvancesinthefieldof911communications.

    CALLERSWITHLANGUAGEBARRIERS

    TheJointEmergencyCommunicationsCenterusesLanguageLineServicestoprocesscallsfromNonEnglishspeakingcallers.Ourcalltakersconferencethecallertoatranslatorwhointurnprovidesuswiththeemergencyinformation.

    COMMUNICATIONSWITHIMPARIEDCALLERS

    TheJointEmergencyCommunicationsCenterpersonnelaretrainedtoanswerandprocesscallsfromTTYusers.Deaf,hearingand/orspeechimpairedcallersreceivethesamelevelofservicefromourTelecommunicators.PersonneluseaTTYsystemthatisintegratedintothephonesystemtoprocessthesecallsandthenrelaytheinformationtotheappropriateagencyfortheemergencytypeandlocation.

  • EMERGENCYMEDICALDISPATCH

    Introduction:

    TheJointEmergencyCommunicationsCenter(JECC)utilizestheMedicalPriorityDispatchSystemsEmergencyMedicalDispatchProgram(EMD)tohandlerequestsforemergencymedicalassistance.AllofourdispatchersareEMDcertified.TheEMDprogramisasetofcardsthatdirectthedispatchertoaskthecalleraseriesofquestionsbasedonthenatureofthemedicalemergency.Thisenablesthedispatchertodeterminethemostappropriatemedicalresponsepriority.EMDalsoprovideswrittenPostDispatchandPreArrivalinstructionstogivetocallerswhenappropriateandpossible.

    IncludedinthisprocessisaQualityAssuranceprogram.AllcertifiedEMDdispatchersreceiveongoingfeedbackontheirperformancebasedonguidelinesestablishedbytheNationalAcademiesofEmergencyDispatchandEMS,Inc.ThepurposeofQualityAssuranceistoprovideanonpunitivemeansofassistingstaffinmaintainingahighlevelofperformance.

    Overview:

    TheEMDcardsetismadeupofthirtythree(33)protocolsincludingspecificPostDispatchandPreArrivalinstructions.Thefirstthirtytwo(32)protocolsaregearedtowardthegeneralpublicbyaddressingmedicalemergenciessuchasdifficultybreathing,seizuresandtraumaticinjuries.TheseprotocolsincludespecificPostDispatchinstructionsbasedontheChiefComplaintandlead