2013 Annual Report Grand Junction Regional Communication Center

Size: px

Start display at page:

Download "2013 Annual Report Grand Junction Regional Communication Center"

Bruce York
6 years ago
Views:

1 2013 Annual Report Grand Junction Regional Communication Center We protect those who serve, we serve those who protect, we help those in need. Any time and Every time. 1

2 Table of Contents Mission & Values 3 Emergency Medical Dispatch 13 Who We Are 4 Incident Dispatch Team User Agencies 5 Policy Review Committee 16 The GJRCC Team 6-7 Communication Training Officers 17 Financials 8 Mentor Program 18 Incidents 9 Continuing Education 19 Radio Usage 10 Recognitions & Complaints 20 Audio Requests 11 Awards for TC Week CCIC / NCIC 12 Emergency Notification System 22 2

3 GJRCC Vision Statement ~ We protect those who serve, we serve those who protect, we help those in need. Anytime and Every time Accomplishments We improved our briefing communication tool for our staff. We met our budget goals. We were successful in migrating to the new Everbridge platform. In doing so, we have increased citizen participation. We maintained our authorized staffing of 35 FTE s for 5 months during Goals Successfully migrate to new technology platforms including CAD.Net, Recording System and Station Alerting. Implement our Console Lead program. Incorporate NFPA/NENA phone answering standards in to our performance standards. Achieve partnership status with the National Center for Missing and Exploited Children. GJRCC Value Statement ~ We will achieve these goals and provide excellent customer service by adhering to these values: INTEGRITY, TEAMWORK & RESPECT 3

Who We Are: The Grand Junction Regional Communication Center is the combined Public Safety Answering Point serving the citizens of Mesa County.

4 Who We Are: The Grand Junction Regional Communication Center is the combined Public Safety Answering Point serving the citizens of Mesa County. Our staff of 46 serves 11 Law Enforcement agencies, 11 Fire/EMS agencies and the Grand Junction Regional Airport. Our service area is just over 3,300 square miles, with terrain ranging from mountains and agriculture to municipalities. We provide service to the busy Interstate 70 and Highway 50 traffic arteries, as well as a city core that is the regional center for employment and commerce. Staff of the Grand Junction Regional Communication Center are City of Grand Junction employees. Board Members Chief John Camper, Chairman Chief Ken Watkins Sheriff Stan Hilkey Chief Tony Erickson Chief Mark Angelo Chief Kent Holsan, Vol. Agency Rep City Attorney John Shaver, Advisor Grand Junction Police Department Grand Junction Fire Department Mesa County Sheriff s Office Palisade Police Department Fruita Police Department Clifton Fire Department City of Grand Junction All user agencies are represented on the Grand Junction Regional Communication Center Authority Board and the Grand Junction Emergency Telephone Safety Authority Board. An Intergovernmental Agreement is in place which describes the mission and responsibility of the Grand Junction Regional Communication Center. Authority Boards The agreement describes the relationship that exists between the City of Grand Junction and other agencies that utilize the GJRCC to provide both enhanced 911 services and telecommunications for police, fire and emergency medial services in Mesa County. 4

5 Law Enforcement Agencies 21st Judicial District Probation Dept Collbran Marshal Colorado National Monument Colorado State Parks Highline DeBeque Marshal Fruita Police Department Grand Junction Police Department Mesa County Sheriff s Office Criminal Justice Services Palisade Police Department Veteran s Administration Police Fire Department Agencies Central Orchard Mesa Fire Department Clifton Fire Department DeBeque Fire Department East Orchard Mesa Fire Department Gateway-Unaweep Fire Department Glade Park Fire Department Grand Junction Fire Department Grand Junction Regional Airport Lands End Fire Department Lower Valley Fire Protection District Palisade Fire Department Plateau Valley Fire Department 5

Million Heidi Lewis Cindy Casteel Jeremy

6 The GJRCC Team! Cheryl Ferguson Anne Sunn Cozett Davis Shon Kiniston Dany Hurley Sarah Spiller Deanna Saelens Dirk Clingman Kelly Wilkinson Mary Edris BriAnne Jacobsen Jordan Huslig Laura Etcheverry Monica Million Heidi Lewis Cindy Casteel Jeremy Lambert Glen Klaich Joe Lambert Nate Blevens Jeanette Rollins Melissa Johnson 6

7 The GJRCC Team! Lonnie Bierbraurer Sarah Arrants Melita Trousdale Jesie Bair Tara McCarty Brad Flanagan Lucas Matthews Amanda Orr Takara Brophy Tom Holman Andee Nessler Gina Monroe Donnie Smith Brett Loeb Christine Gaty Tori Zattiero Adam Wolfe Carl Winterbower Jeremy Duncan Not Pictured: Duane Leger Paula Creasy Aaron Mathis 7

8 FINANCIALS $7,605, Total Expens$5,457,544 $7,605,627 $6,497,545 $6,497,545 $5,457,544 Total Expenses Expenses By Category $4,500, Labor & Benefits $3,550,000 $3,750,000 $3,843,000 $4,000,000 Operating Expenses $520,000 $510,000 $700,101 Interfund Charges $600,000 $700,000 $840,000 $3,500,000 Capital Improvements $520,000 $2,400,000 $1,114,000 $3,000,000 $2,500,000 $2,000,000 $1,500,000 $1,000,000 $500, $0 Labor & Benefits Operating Expenses Interfund Charges Capital Improvements 8

911, what s the address of your emergency?

410 Criminal Justice Service 488 107 DeBeque Marshal Colo National 1,202Monument 319 925 Collbran Marshal 193 217 Criminal Justice Service 488 Colo State Parks 129 332 21st Judicial Dist Probation

Admin Police 22 Grand Junction FD 12,787 Clifton FD Lower Valley FPD Palisade FD Plateau Valley FPD DeBeque FPD Lands End FPD Central OM FD Gateway-Unaweep FD Glade Park FD Grand Jct Airport East OM

9 911, what s the address of your emergency? Grand Junction PD Grand Junction PD Mesa County Mesa SO County SO Fruita PD Fruita PD 8,815 Palisade PD Palisade DeBeque PD Marshal 2, Criminal Justice Service DeBeque Marshal Colo National 1,202Monument Collbran Marshal Criminal Justice Service 488 Colo State Parks st Judicial Dist Probation Colo National Monument Veteran's 319 Admin Police Collbran Marshal 193 Colo State Parks st Judicial Dist Probation ,609 38,865 Total Law Enforcement Incidents 2013 Veteran's Admin Police 22 Grand Junction FD 12,787 Clifton FD Lower Valley FPD Palisade FD Plateau Valley FPD DeBeque FPD Lands End FPD Central OM FD Gateway-Unaweep FD Glade Park FD Grand Jct Airport East OM FD 2, Grand Junction 1,760 FD 12,787 12,263 Clifton FD 2,950 2,697 Lower 753 Valley FPD 1,760 1,820 Palisade FD Plateau Valley FPD DeBeque FPD Lands End FPD Central OM FD Gateway-Unaweep FD Glade Park FD Grand Jct Airport East OM FD Total Fire / EMS Incidents

Radio Usage Push To Talk Radio Activity GJPD Primary MCSO Primary Fire / EMS GJ Data Tac 1-5 *Tac 1-3 Tac 4-5

35,139 2014 900,000 800,000 700,000 600,000 500,000 400,000 300,000 200,000 100,000 Transmissions into GJRCC

64,473 0 0 2013 932,057 771,980 351,699 288,688 0 38,205 35,139 * 2012 TAC data was combined for all 5

10 Radio Usage Push To Talk Radio Activity GJPD Primary MCSO Primary Fire / EMS GJ Data Tac 1-5 *Tac 1-3 Tac , , , ,958 64, ,000, , , , , ,205 35, , , , , , , , , ,000 Transmissions into GJRCC 0 GJPD MCSO Fire / GJ Data Tac 1-5 * Tac 1-3 Tac 4-5 Primary Primary EMS , , , ,958 64, , , , , ,205 35,139 * 2012 TAC data was combined for all 5 channels. TAC 1-3 are the primary channels being monitored by the GJRCC and are now reported separately from TAC 4 and 5. 10

Audio Requests Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2013 9 Average 10 11 Number 7 5 of 5Days 6 to Complete 8 11 9 3 4 12 By Month 10 8 6 4 2 0 Jan Feb Mar Apr May Jun Jul

23 1442 2013 477 381 103 23 12 5 50 149 32 1232 600 1682 1100 332 71 44 84 118 454 81 3966 Total Requests 500 1500 1450 1400 1442 1350 400 1300 1250 1292 1200 1232 300 1150 1100 2011

11 Audio Requests Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Average Number 7 5 of 5Days 6 to Complete By Month Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 700 DA Public Def GJPD MCSO GJFIRE GJRCC Citizen Def Attny Other Requests Per Agency 20 Per 13 Year Total Requests DA Public Def GJPD MCSO GJFIRE GJRCC Citizen Def Attny Other

CCIC NCIC 2013 Personnel at the Grand Junction Regional Communication Center regularly utilize the state and national crime computer systems known as CCIC and NCIC.

The NCIC database currently consists of 19 files, which are separated into two categories: Property Files which include Records of Stolen Articles, Boats, Guns, License Plates, Parts, Securities and

12 CCIC NCIC 2013 Personnel at the Grand Junction Regional Communication Center regularly utilize the state and national crime computer systems known as CCIC and NCIC. These systems are integral to our daily operations as we help officers investigate crimes and other incidents. The NCIC database currently consists of 19 files, which are separated into two categories: Property Files which include Records of Stolen Articles, Boats, Guns, License Plates, Parts, Securities and Vehicles. Persons Files which include Supervised Release, National Sex Offender Registry, Foreign Fugitive, Immigration Violator, Missing Person, Protection Order, Unidentified person, U.S. Secret Service Protective, Gang, Known or Appropriately Suspected Terrorist, Wanted Person and Identity Theft. Prtoection Orders All Drivers Wanted Persons All Vehicles 11,865 11,639 11,110 11,082 Administrative Teletypes 8,011 Corrections Clients 5,787 Sex Offenders Criminal Histories 1,475 1,297 Missing Persons Guns Articles Hit Confirmations Sent Hit Confirmations Received Gang Members Boats During 2013, GJRCC Telecommunicators: Logged in to the system a total of 16,004 times. Made a total of 142,472 inquires into the State and National databases. Received a total of 270,769 responses from the State and National databases. 12

13 EMERGENCY MEDICAL DISPATCH Early in academy, all new hires must become both CPR and Emergency Medical Dispatch (EMD) trained. All employees must maintain certification in both for the duration of their employment with dispatch. This requires recertification every two years in both disciplines as well as a minimum of 24 hours medical education during each two year cycle. This year, our continuing education focused on the individual protocols such as Overdoses, Transportation Accidents, Strokes, Sinking Vehicles and Unconscious Subjects. We were also able to send several telecommunicators to the Navigator Conference, which has a main focus of medical call education. In total, our employees received 667 hours of continuing medical education. Case Entry 99.03% Chief Complaint 98.29% Key Questions 99.11% In 2013, the GJRCC handled 17,365 medical calls. Of those, 1,061 were put through our quality assurance process. Highlighted at the right are our 2013 average scores. Pre-Arrival Instructions 93.81% * Post-Dispatch Instructions 98.74% Final Coding 99.28% Customer Service 99.91% Total Compliance 98.82% * 6% increase over our 2012 PAI score. We have really focused on improvement in this area as it has the greatest impact to a patient s well-being. 13

I NCIDENT D ISPATCH T EAM 2013 was a great year for our

with the Orchard Avenue explosion of 2 homes.

Front: Jesie Bair; Jeanette Rollins; Andee Nessler;

Jeremy Lambert; Shon Kiniston; Adam Wolfe; Joe Lambert;

assisted with the Police Week Vigil, Citizens Academy,

Mart Safety Fair, Nick and Willy s Halloween Safety

following a high speed pursuit occurring on I-70.

14 I NCIDENT D ISPATCH T EAM 2013 was a great year for our IDT. Our first major deployment was on March 19, 2013 with the Orchard Avenue explosion of 2 homes. The deployment lasted for approximately 12 hours. Front: Jesie Bair; Jeanette Rollins; Andee Nessler; Cheryl Ferguson; Cozett Davis; Kelly Wilkinson Back: Jeremy Lambert; Shon Kiniston; Adam Wolfe; Joe Lambert; Cindy Casteel (not pictured Lonnie Bierbrauer) We also assisted with the Police Week Vigil, Citizens Academy, Grand Valley Motorcycle Rally, County Jam, Rock Jam, K Mart Safety Fair, Nick and Willy s Halloween Safety Fair, Touch a Truck and an officer involved shooting following a high speed pursuit occurring on I-70. IDT was asked to assist with a search and rescue in the desert for an overdue motorcyclist. 14

dispatched with SWAT on any barricaded or hostage situation.

As well as strengthening our SWAT participation, IDT had several assists to all Mesa

IDT was also deployed to Jefferson County for a TERT (Telecommunicator Emergency

Our team of 4 members assisted JeffCo for 4 days in their Emergency Operations Center

15 IDT continued... During 2013 we began working closer with the GJPD SWAT, being automatically dispatched with SWAT on any barricaded or hostage situation. Pictured below; IDT participated in the Active Shooter training at the Mesa Mall. As well as strengthening our SWAT participation, IDT had several assists to all Mesa County Fire Departments that were actively working structure fires. IDT was also deployed to Jefferson County for a TERT (Telecommunicator Emergency Response Taskforce) assignment for the massive floods that devastated their area. Our team of 4 members assisted JeffCo for 4 days in their Emergency Operations Center and worked on scene in their mobile command vehicle. IDT had a very successful year and ended 2013 on a great note after receiving the Unit Citation award from GJPD Chief of Police, John Camper at the annual GJPD Award Ceremony! 15

Policy Review Committee The Policy Review Committee is a group comprised of a GJRCC Supervisor and several telecommunicators, empowered by the GJRCC Board to review, revise, update and make policy

16 Policy Review Committee The Policy Review Committee is a group comprised of a GJRCC Supervisor and several telecommunicators, empowered by the GJRCC Board to review, revise, update and make policy and procedure recommendations. The PRC reviews requests and makes recommendations for changes or additions to existing policy. This year, the group successfully met our goal of reducing the amount and frequency of policy changes from years past. We limited the changes to every 3 months instead of a constant flow, allowing for better understanding and consistency for our staff. We also converted our Policy/Procedure manual to a PDF format, creating a searchable document and reducing its electronic footprint by 80%. Lucas Matthews Adam Wolfe Brett Loeb Kelly Wilkinson Cindy Casteel 16

Kelly Cindy Gina Communication Training Officers Dirk Adam Sarah A In 2013,

training time! 2013 proved to be a challenging year on the training front.

2013 took place fairly late in the year, resulting in most of the trainees

There were seven employees in training at this time, making CTO availability

Many auxiliary and past CTO s stepped up to help the training team keep

The second academy was also our first foray into dividing the duties of call

17 Kelly Cindy Gina Communication Training Officers Dirk Adam Sarah A In 2013, this Core CTO team taught two academies and logged over 5,500 hours of floor training time! 2013 proved to be a challenging year on the training front. In addition to learning the many new policy changes, the second academy of 2013 took place fairly late in the year, resulting in most of the trainees still being in training over the holidays. There were seven employees in training at this time, making CTO availability a challenge due to elevated PTO usage. Many auxiliary and past CTO s stepped up to help the training team keep moving forward. The second academy was also our first foray into dividing the duties of call taking and dispatching. This presented some challenges by way of different expectations from single and dual role employees, as well as in the coverage the different roles could provide, such as lunch relief. 17

GJRCC Mentor Program In 2013 we had one employee participate in our Mentor Program. Deanna wanted to expand her job knowledge, improve interpersonal skills, public speaking and research techniques.

18 GJRCC Mentor Program In 2013 we had one employee participate in our Mentor Program. Deanna wanted to expand her job knowledge, improve interpersonal skills, public speaking and research techniques. The team was assigned the following challenge: "How to incorporate both mental and physical wellness into daily life in the Communication Center. They were tasked with identifying barriers that exist, tools that could be utilized by staff and discover how to make wellness a "way of life" for our staff. Deanna made contacts with subject matter experts across the country. We were invited to submit an article to the national publication, The Call, produced by NENA. Deanna led wellness activities throughout the year. She even began making it more competitive by inviting other Communication Centers in the region to participate in walking challenges along with our staff. We concluded the year with a mock assessment process that was video taped. The participant's mentor/coach provided feedback from this final exercise as a conclusion to the year of activities and offered guidance for the employee's next area of growth. Tom Holman, Supervisor Deanna Saelens, Dispatcher 18

In the dispatch world, education is paramount. The needs of our user agencies evolve to meet the needs of the citizens, thus creating the need for Dispatch to evolve as well.

19 In the dispatch world, education is paramount. The needs of our user agencies evolve to meet the needs of the citizens, thus creating the need for Dispatch to evolve as well. The result is multiple changes to policies and procedures and an always learning atmosphere. In addition to weekly hot topics which are covered during every shift briefing, we also have monthly and quarterly training for every employee. This year, our staff received 1,390 hours non-medical continuing education. Our training included such topics as Vicarious Trauma, GPS Bank Tracking, Suicide Prevention, Colorado Courts, Equipment & System Usage and Active Assailant. Continuing Education Another step we take to help ensure we are providing the best service possible is Quality Assurance. Every month each employee receives at least one nonmedical call review and each quarter their radio traffic is also put through the review process. If an employee falls below our acceptable scoring standard (95%), they will receive additional training and reviews. Our 2013 average scores were: 99.68% for Non-Medical Calls 20 employees received perfect scores all year % for Radio Dispatch 31 employees received perfect scores all year. 19

Recognitions & Complaints In August, dispatcher Bev Lindsay was recognized for 30 Years of Service with the Communication Center.

City of Grand Junction for outstanding customer service, teamwork, sill and/or performance.

Complaints originate from citizens and may include allegations of misconduct or error on the part of our personnel and require a

20 Recognitions & Complaints In August, dispatcher Bev Lindsay was recognized for 30 Years of Service with the Communication Center. IDT receiving the Unit Citation award from Chief Camper Total Recognitions in 2013 = 80 Employees may receive recognitions from the City of Grand Junction for outstanding customer service, teamwork, sill and/or performance. Recognitions are also submitted by an employee s supervisor and, often times, their peers. Complaints originate from citizens and may include allegations of misconduct or error on the part of our personnel and require a conclusion of fact. The findings of facts are listed below. Appropriate training and/or corrective action is taken for those complaints that qualify sustained. Total Complaints in 2013 = 6 Unfounded = 2 Sustained = 4 20

21 Awards - TC Week 2013 Dispatchers are KEY to our success Supervisor of the Year Glen Klaich Slightly Off Key Award Tom Holman (not pictured) 2012 TC of the Year Sarah Arrants 2012 CTO of the Year Cindy Casteel The Key Note Award Shon Kiniston The Master Key Award Kelly Wilkinson Phoenix Award recipient, Sarah Spiller, for saving a life in

Mass Emergency Notification System The GJRCC actively uses the Everbridge mass emergency notification system to send internal alerts to employees and external alerts to Mesa County citizens.

One of the new features is the availability for citizens to receive weather alerts from the National Weather Service, as well as the standard community & public safety notifications sent by the staff.

22 Mass Emergency Notification System The GJRCC actively uses the Everbridge mass emergency notification system to send internal alerts to employees and external alerts to Mesa County citizens. This system was implemented in 2007, but the communication center went through a software upgrade in November 2013, which provided some additional features to help better serve our community. One of the new features is the availability for citizens to receive weather alerts from the National Weather Service, as well as the standard community & public safety notifications sent by the staff. Citizens have the capability of opting in to this notification system through a link on the City of Grand Junction s website and can customize or edit their alert subscriptions at their convenience. 7,163 Mesa County citizens are currently enrolled in the Everbridge notification system. 22

NATIONAL CRIME INFORMATION CENTER (NCIC)

NATIONAL CRIME INFORMATION CENTER (NCIC) Subject Date Published Page 11 June 2017 1 of 7 By Order of the Police Commissioner POLICY This policy educates members of the Baltimore Police Department (BPD) on the purpose and use of the National Crime