Okaloosa County BOCC — July 14, 2014 — 1-5 911 Coordinator

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. EXPENDITURES: Expenditures Budget FY12 FY13 FY14 FY15 Category Actual $ Actual $ Original $ Approved $ Personal Services 244,669 241,881 308,963 310,287 Operating Expenses 629,258 702,454 649,841 670,719 Capital Outlay 484,262 0 0 30,000 Reserves 0 0 1,330,796 953,594 Total 1,358,189 944,335 2,289,600 1,964,600 HISTORICAL STAFFING SUMMARY: Category FY12 FY13 FY14 FY15 Full-time 5 5 6 6 Part-Time 0 0 0 0 Relief 0 0 0 0 Total 5 5 6 6 MAJOR ACCOMPLISHMENTS LAST YEAR:  Migrated 911 networks from State of Florida network to County fiber optic network at all 911 locations.  Maintained County-wide 311 system operations.  Maintained 911 customer record databases of 167,081 records.  Modified/changed/updated 204,782 customer records in 911 databases.  Received 129,530 911 calls.  Maintained equipment for twenty four (24) answering positions at the eight (8) 911 answering locations.  Eliminated maintaining 911 equipment at the Hurlburt Field Fire and Security Forces locations.  Established 353 new addresses and 10 new street assignments.  Continued utilization of the Addressing Verification Application with GIS and Growth Management.  Modified/updated 1664 street records in Master Street Address Guide.  Added 604 special needs records in 911 databases.  Created 29,414 calls in the computer aided dispatch system for Fire and EMS.  Handled 76,942 administrative calls.  Received Emergency Number Professional Certification for 911 Coordinator. 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 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 Estimated Adopted Performance Measures FY12/13 FY13/14 FY14/15 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 53,269 160,000 150,000 Output Database Number of 911 Calls received 129,530 139,786 144,500 Percent of Calls answered in 10 seconds or less 90% of the 97% 97% 97% 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 Effectivenes Number of 911 rollovers to secondary PSAPs 22 21 20 911 Addressing Actual Estimated Adopted Performance Measures FY12/13 FY13/14 FY14/15 Number of Employees in Addressing 1 1 1 Input Percent of Time working in Addressing 70% 40% 50% Percent of Time assisting 911 Office 30% 60% 50% Number of Addresses Assigned 353 162 250 Output Number of New Streets Assigned 10 12 11 Number of Special Needs forms entered by 911 Addressing 604 654 704 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 Estimated Adopted Performance Measures FY12/13 FY13/14 FY14/15 Input Number of Trained Call Takers 3 4 4 Output Number of 911 Calls Answered by CWP 64,257 70,506 72,021 Percentage of 911 Calls sent to Dispatcher within one 93% 94% 94% minute or less 85% of the time Efficiency Percentage of 911 Calls answered in 10 seconds or less 90% 97% 97% 97% 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 96.5% 97 % 97%