Okaloosa County BOCC — July 15, 2015 — 7-4 911 Coordinator-done

BOARD OF COUNTY COMMISSIONERS OKALOOSA COUNTY, FLORIDA SERVICE AREA: PUBLIC SAFETY DEPARTMENT/PROGRAM: 911 COMMUNICATIONS DIVISION/911 COORDINATOR PROGRAM PROGRAM DESCRIPTION: This program consists of a 911 Systems Coordinator, a 911 Addressing Coordinator and 4 911 Call Takers. The 911 Coordinator Program under the Department of Public Safety is responsible for the efficient operation of the 911 System in accordance with Florida Statute 365.171 and the State E911 Plan. The 911 Addressing Program is responsible for assigning addresses in accordance with Okaloosa County Property Numbering System Ordinance 91-06. This position also maintains the special needs information in the 911 database. The 911 Call Takers are responsible for the initial answering of 911 calls in all parts of Okaloosa County (excluding the City of Crestview) and forwarding the calls to dispatchers of the appropriate agency. They provide call taking protocols and life safety instructions to callers to ensure the appropriate fire and/or EMS resources are dispatched. REVENUE: 911 Coordinator Program is funded within the E-911 Operations Fund. Supporting revenue of the E-911 Operations Fund are 911 wireless and non-wireless fees, charges for services, and miscellaneous revenue. MAJOR ACCOMPLISHMENTS LAST YEAR: Ø Operated and maintained 911 County fiber optic network at all 911 locations. Ø Maintained County-wide 311 system operations. Ø Maintained 911 customer record databases of 380,217 records. Ø Modified/changed/updated 472,055 customer records in 911 databases. Ø Received 103,320 911 calls. Ø Maintained equipment for twenty four (24) answering positions at the eight (8) 911 answering locations. Ø Eliminated maintaining 911 equipment at the Eglin Fire and Security Forces locations. Ø Established 274 new addresses and 23 new street assignments. Ø Continued utilization of the Addressing Verification Application with GIS and Growth Management. Ø Modified/updated street records and address ranges in Master Street Address Guide. Ø Added 597 special needs records in 911 databases. Ø Created 30,584 calls in the computer aided dispatch system for Fire and EMS. Ø Handled 78,943 administrative calls. PROGRAM GOAL: To maintain county wide 911 emergency system 24 hours a day, 7 days a week for Okaloosa County. Ensuring addresses and street names are correct in accordance with the Master Street Address Guide and County Ordinance 91-06. To provide emergency communication services to callers utilizing established protocols and standards and the State E911 Plan as indicated in Florida Statute 365.  KEY OBJECTIVES: 1. Ensure 911 calls are answered within the first 10 seconds 90% of the time as stated in the State 911 Plan. 2. Update 911 database on a daily basis and notify service providers of all errors promptly. 3. Coordinate testing with service providers to ensure correct location information on 911 and mapping program. 4. Update Special Needs information in 911 databases within 48 hours of receipt. 5. Conduct initial and recurring training with all 911 answering sites to ensure proper call handling and efficient use of equipment, including TTY for ADA compliance as stated in the State 911 Plan. 6. Respond to 911 system errors promptly and troubleshoot errors with answering sites and Century Link. 7. Maintain 911 recordings for all emergency calls, providing recordings to public safety agencies and State Attorney’s Office as stated in Florida Statute 365.171(15). 8. Participate in planning for future expansion and additional future system requirements for the 911 system. 9. Develop 911 educational programs and public training events on the 911 system. 10. Coordinating and assisting with addressing standards with municipalities and USPS through Addressing Committee. 11. Coordinates modifications of addresses and streets with utility compan