CENCOM Performance Measures and Training Programs Overview
Explore CENCOM's performance measures, training programs, employee statistics, and call processing data. Learn about the rigorous training schedules, continuing education opportunities, and adherence to national and local standards for 911 call processing.
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Presentation Transcript
CENCOM Training Program Initial Training 9 week Primary CallReceiverAcademy (PCRA) 8 - 12 weeks of floor training with a Certified Training Officer (CTO) 3 months working on own as PCR 4 week Law Enforcement Academy (LEDA) 6 - 12 weeks of floor training with a CTO 6 months working on own as LE Dispatcher Employee Development 3 Certified Training Officers 2 Acting Leads 1 Acting Assistant Supervisor 2 Assistant Supervisors 1 Supervisor 6 day Fire Dispatch Academy (FDA) 2 - 4 weeks 1/2 days of floor training with a CTO
Continuing Education Advanced CTO training Peer Support and Critical Incident Stress. 40 hour Crisis Intervention training with law enforcement 40 hours of continuing education related to teamwork, data, Unified Command, drug taskforces, Amber Alerts and missing and exploited children. Supervisor group training on communication, leadership, and project management. These training accomplishments would not have been possible without the dedication of CENCOM s instructors, CTOs, and academy facilitators, as well as the countless employees who volunteered their time to assist within these roles.
Hours of overtime worked: 10,446 hours Retention Rates: Non-Probationary 98%. Probationary: 57% Average Tenure: 8.9 Years Retention Rates: Non-Probationary 90%. Probationary: 83% Average sick leave per employee: 34.28 hours Average Tenure: 9.6 Years Hours of overtime worked: 10,379 hours OUR EMPLOYEES
CALLS PROCESSED BY THE DISPATCH FLOOR 350000 300000 250000 200000 150000 100000 50000 0 2009 54646 2010 67248 69008 13448 159937 2011 62268 60847 12043 157381 2012 62707 58301 12576 166809 2013 59984 65333 12745 165860 2014 63387 52429 13382 178860 Outgoing Non-emergency 66387 10-digit 911 11806 157027
Meet or exceed national and local time standards for 911 call processing Goal 2008 2009 2010 2011 2012 2013 2014 Answer 95% of all 911 calls within 15 seconds or less (NFPA 1221) 97.25% 98.56% 98.97% 99.43% 99.21% 99.24% 99.18% Answer 90% of all 911 calls within 10 IMAGE TITLE 87.79% 93.34% 95.85% 96.66% 95.85% 95.72% 96.05% This is sample text, and should be replaced with actual content. This is sample text, and should be replaced with actual content. seconds or less (CENCOM goal)
Efficiency Percentage of Abandoned Calls: 2013 = 3.59% 2014 = 4.01% Calls on Hold over 30 Seconds: 2013 = 2.28% 2014 = 2.85%
Total Events Dispatched 1993 to 2014 LE Fire Misc 255000 225000 195000 165000 1994 1996 1998 2000 2002 2004 2006 2008 2010 2012 2014 2014: 214,200 LE; 32,731 Fire/EMS; 3,692 other. 2013: 209,424 LE; 29,914 Fire/EMS; 2,231 other.
Priority 1 Law Enforcement 2009 2010 2011 2012 2013 2014 Average Dispatch time for Priority 1 law enforcement calls. Goal: dispatch within 30 seconds of appearance in system 27.7 seconds 28.10 32 28.14 27 22.7
This is measured using the simple format below: 80 percent of emergency alarm processing shall be completed within 60 seconds and 95 percent of alarm processing shall be completed within 106 seconds except for o Calls requiring emergency medical dispatch questioning and pre-arrival medical instructions o Calls requiring language translation o Calls requiring the use of a TTY/TDD device or audio/video relay services o Calls of criminal activity that require information vital to emergency responder safety prior to dispatching units o Hazardous material incidents o Technical rescue events Which shall be completed within 90 seconds 90 percent of the time and within 120 seconds 99 percent of the time. NFPA 1221 - Fire/EMS Call Processing Times Fire Dispatching 2013 2014 80% within 60 seconds 69.50% 66.00% 95% within 106 seconds 90% within 90 seconds 91.91% 88.66% 91.50% 91.66% 99% within 120 seconds 97.00% 97.25%
Customer Satisfaction 2369 inquiries in 2012 36 of those 2369 were external inquires 20 of those were founded .007% of all events processed resulted in a founded inquiry 1 Internal Investigation, 1539 inquiries in 2013 135 of those were external inquiries 15 of those 135 were KUDOS 108 of those 135 were founded. .018% of all events processed resulted in a founded inquiry 2 Internal Investigations 983 inquires in 2014 50 of those were external inquiries 4 of those were KUDOS 24 of those 50 were founded. .007% of the 308,058 events processed resulted in a founded inquiry 1 Internal Investigation, unfounded
Public Disclosure Requests 250 Total # of Requests 2014: 603 2013: 512 2012: 540 2011: 460 2010: 419 200 150 100 50 0 2010 2011 2012 2013 2014 DPA LE FIRE Atty Citizen
SYSTEM RELIABILITY GOAL: All systems functional and accurate 99.999% CAD: MCT: Radio: 100% 911: 99.981% 100% 99.991% MAP/CAD ADDRESS ACCURACY 92% of MSAG errors were corrected within 30 days 100% of MSAG error corrected within 90 days 90% of new names are entered into CAD within 7 days. P.01 Grade of Service Compliant
