Okaloosa County BOCC — July 26, 2016 — Agenda Packet — reading text

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:  Operated and maintained 911 County fiber optic network at all 911 locations.  Maintained County-wide 311 system operations.  Maintained 911 customer record databases of 196,337 records.  Modified/changed/updated 395,963 customer records in 911 databases.  Received 101,451 911 calls.  Maintained equipment for twenty-two (22) answering positions at the six (6) 911 answering locations with County 911 equipment.  Eliminated maintaining 911 equipment at the Eglin Fire and Security Forces locations.  Established 456 new addresses and 34 new street assignments.  Continued utilization of the Addressing Verification Application with GIS and Growth Management.  Modified/updated street records and address ranges in Master Street Address Guide.  Added 696 special needs records in 911 databases.  Created 31,447 calls in the computer aided dispatch system for Fire and EMS.  Handled 80,836 administrative calls.  Received the Emergency Medical Dispatch Accreditation from the International Academies of Emergency Dispatch. PROGRAM GOAL: 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. Provide emergency communication services to callers utilizing established protocols and standards and the State E911 Plan as indicated in Florida Statute 365. Packet Pg. 65 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. Perform 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 companies, GIS, Planning/Inspections and other county departments. 12. Responding to all citizen addressing inquiries within 24 hours. 13. Participates as Citizen Information operator in the Emergency Operations Center in disaster situations. 14. Works as needed in 911 Program Office; serves as 911 on-call representative for trouble reporting. 15. Ensure call taking functions according to policy and procedures in accordance with National Academy of Emergency Dispatch. 16. Monitor and report statistical trends and current conditions for emergency responders and management. PERFORMANCE MEASURES: 911 Coordinator Actual Approved Proposed Performance Measures FY14/15 FY15/16 FY16/17 Number of personnel to coordinate 911 program 1 1 1 Input Number of personnel to deliver 911 Training 1 1 1 Number of Customer Service Records downloaded into 911 395,963 160,000 150,000 Output Database (*Total reconciliation of records in 14/15*) Number of 911 Calls received 101,451 102,451 103,451 Percent of Calls answered in 10 seconds or less 90% of the 98% 98% 98% time Efficiency Number of Special Needs entered in database within 48 100% 100% 100% hours of receipt 95% of time Percentage of 911 TTY calls answered within 20 seconds 100% 100% 100% 90% of time Packet Pg. 66 911 Addressing Actual Approved Proposed Performance Measures FY14/15 FY15/16 FY16/17 Number of Employees in Addressing 1 1 1 Input Percent of Time working in Addressing 50% 50% 50% Percent of Time assisting 911 Office 50% 50% 50% Number of Addresses Assigned (*504 sub-addresses for 456 476 496 condos, suites, apartments, etc. in FY14/15*) Output Number of New Streets Assigned 34 38 42 Number of Special Needs forms entered by 911 Addressing 696 730 764 Coordinator Number of Addresses Assigned within three working days Efficiency 100% 100% 100% 95% of the time Number of New Streets Assigned within 48 hours once 100% 100% 100% permit is issued 95% of the time 911 Call Takers Actual Approved Proposed Performance Measures FY14/15 FY15/16 FY16/17 Input Number of Trained Call Takers 4 4 4 Output Number of 911 Calls Answered by CWP 60,870 61,070 62,270 Percentage of 911 Calls sent to Dispatcher within one 92% 93% 94% minute or less 85% of the time Efficiency Percentage of 911 Calls answered in 10 seconds or less 90% 98% 98% 98% of the time Percent of TTY 911 Calls answered in 20 seconds or less 100% 100% 100% 90% of the time Effectiveness Quality Assurance Scores equal to 95% or better 96% 97 % 97% HISTORICAL STAFFING SUMMARY: Packet Pg. 67  Category FY14 FY15 FY16 FY17 Full-time Administrative & Support 6 6 6 6 Total 6 6 6 6 EXPENDITURES: Expenditures Budget FY14 FY15 FY16 FY17 FY16/FY17 Increase/ Category Actual Actual Approved Proposed +/- Decrease Personnel Services $273,159 $326,071 $330,807 $314,418 ($16,389) (5.0%) Operating Expenses $645,015 $719,095 $673,511 $616,045 ($57,466) (8.5%) Capital Outlay $1,095 $19,847 $125,000 $27,000 ($98,000) (78.4%) Other Uses $0 $0 $613,932 $792,787 $178,855 29.1% Total $919,269 $1,065,013 $1,743,250 $1,750,250 $7,000 0.4% ACCOUNTS: FY15 FY16 FY17 FY16/FY17 Increase/ Code Category Approved Approved Proposed +/- Decrease 10 Salaries & Wages $235,542 $238,684 $236,889 ($1,795) (0.8%) 20 Benefits $73,767 $92,123 $77,529 ($14,594) (15.8%) The decrease is driven by the healthcare elections/opt-out chosen by the employees. 40 Travel & Per Diem $1,500 $1,500 $3,000 $1,500 100.0% Increase for attendance to attend 911 database and coordinator meetings. 41 Communications Services $207,200 $207,200 $207,200 $0 0.0% 42 Freight & Postage $100 $100 $100 $0 0.0% 44 Rent & Leases $0 $0 $0 $0 0.0% 45 Risk Management Allocation $13,374 $13,374 $13,831 $457 3.4% 46 Repair & Maintenance $261,705 $266,677 $242,624 ($24,053) (9.0%) Decreased funding is for contracted technical service support. 47 Printing & Binding $1,000 $1,000 $1,000 $0 0.0% 48 Promotional Activity $1,000 $1,000 $1,000 $0 0.0% 49 Miscellaneous Charges $171,600 $171,600 $136,600 ($35,000) (20.4%) Reduction of 911 call taking CWP based on