Table of Contents. Director s Summary Letter. Slogan / Mission Statement. Authority Board/Technical Advisory Committee. Organizational Staffing

Transcription

1 Authority Annual Report 9

2 Table of Contents Director s Summary Letter Slogan / Mission Statement Authority Board/Technical Advisory Committee Organizational Staffing Awards / Recognitions Training / Quality Assurance Community Events Communications Phone and Incident Charts Facility Construction Activity / Photos 9 Annual Report

3 April 1, 1 To: Citizens of Ottawa County and the City of Holland Members of the Authority and Technical Advisory Committee The years 8 and 9 were very exciting and challenging times for the employees and stakeholders of. Three major projects were successfully completed, a millage renewal, construction of a new facility, and negotiation of a year collective bargaining agreement with our dispatchers. In August 8 the citizens of Ottawa County approved by a three to one margin, a year millage renewal, at the rate of. mils, to be levied from 9 through 8. The millage will provide a stable funding mechanism for the Authority as we move into the future. During 8 the Policy Board approved final design and construction of a new state-of-the-art 911 Dispatch Facility. At the time of the project approval the members of the Policy Board and Technical Advisory Committee were: OCCDA Policy Board January 8 Gordon Schrotenboer (Chairman) Ottawa County Commissioner Soren Wolff (Vice Chairman) Holland City Manager Patrick McGinnis (Secretary) Grand Haven City Manager Alan Vanderberg Ottawa County Administrator F/Lt. David Roesler Grand Haven Post Commander Michigan State Police Stewart Visser Park Township Supervisor James Miedema Jamestown Township Supervisor Steven Patrick Coopersville City Manager Technical Advisory Committee January 8 William Smith - (Chairman) Director Ottawa County Emergency Management Chief Gordon VanHaitsma (Vice Chairman) Zeeland Township Fire Department Chief Fred Langland Allendale Township Fire Department Chief John Kruithoff Holland Police Department Chief Dan Henderson Holland Fire Department Sheriff Gary Roesma Ottawa County Sheriff s Department F/Lt. David Roesler Grand Haven Post Commander Michigan State Police Chief William Olney Zeeland Police Department Chief Dennis Edwards Grand Haven Public Safety Department Chief Gary Dryer Crockery Township Fire Department Warren Billett North Ottawa Community Hospital Construction on the 16,9 sq. ft. facility began in May of 8, and the facility went operational on June 1, 9. The facility was the result of input from employees, user agencies, and the Technical Advisory Committee.

4 OCCDA Annual Report Letter from Director Page April 1, 1 The facility is weather hardened, has multiple layers of physical and technological security, and was constructed to allow for expansion of the dispatch floor, and administrative areas in the future if needed. The new dispatch floor is,1 sq. ft. more than triple the original dispatch floor space of the Grand Haven facility. The new facility is located on the Ottawa County Fillmore campus. The location was determined after a collaborative series of agreements were worked out between Ottawa County, the City of Grand Haven, and Authority. Long term leases for the Fillmore property, and the Grand Haven backup dispatch facility were established between the three entities, resulting in a win, win, win outcome for all involved. In 8 the dispatch employees represented by POAM voted to affiliate themselves with POLC for their union representation. Negotiations began in early 9, and continued into the rd quarter of 9, when a year agreement was reached. Several operational and economic issues were agreed to, ensuring the needs of OCCDA and the employees were both considered in the agreement. As you can see by the items above, it has been a busy time for the organization. We have several issues we are currently working on as the organization moves forward. Among the issues are: Minimum dispatcher training standards Radio narrow banding as mandated by the FCC Next Generation 911 Declining property values The continuing decline in landline phones, and the increase in cellular phones and other devices that will access 911 Continued efforts to improve the services we provide to the citizens and agencies in Ottawa County. On behalf of myself and all of the employees of OCCDA, I want to thank the citizens, and agencies in Ottawa County for their continued support of Authority. Sincerely, Timothy F. Smith Executive Director

5 SLOGAN: PROVIDING EXCELLENCE IN COMMUNICATIONS MISSION STATEMENT: To serve as the communications link between the citizens, visitors, and public safety agencies of Ottawa County, by providing an effective method of accessing emergency services through professional and courteous public safety communication and dispatch services. Authority is committed to providing one point of contact for all emergency situations in Ottawa County. Central Dispatch is staffed hours a day with Communication Specialists, and Supervisors to ensure that calls are handled with urgency, and ensure the proper agency responds as quickly as possible. The staff is comprised of employees committed to serving the public during times of crisis, with courtesy and professionalism. Employees are trained and certified to provide pre-arrival first aid instructions over the phone as needed, until help arrives on the scene. The Authority provides emergency communication for all Police, Fire, and EMS agencies in Ottawa County. Funding is provided through a county wide millage. The current millage is., which was approved by the citizens of Ottawa County in August of 8. The millage was a renewal of the original 1998 millage, and was approved for an additional years and expires at the end of 8. The millage ensures stable funding for operations of the Authority. Timothy F. Smith, Executive Director 9 Annual Report

6 Policy Board Members January 1 Gordon Schrotenboer (Chairperson), Ottawa County Commissioner Soren Wolff (Vice-Chairperson), Holland City Manager Patrick McGinnis, Grand Haven City Manager F/Lt. David Roesler, Post Commander Michigan State Police Steve Patrick, Coopersville City Manager Alan Vanderberg, Ottawa County Administrator Jerry Felix, Park Township Manager Jim Miedema, Jamestown Township Supervisor Technical Advisory Committee Members January 1 William Smith (Chairperson), Ottawa County Emergency Management Director Chief Gordon Van Haitsma (Vice-Chair), Zeeland Township Fire Department Warren Billett, North Ottawa Community Hospital Chief Roger DeYoung, Spring Lake / Ferrysburg Police Department F/Lt. David Roesler, Post Commander Michigan State Police Chief Dennis Edwards, Grand Haven Public Safety Chief Jim Kohsel, Holland Township Fire Department Interim Chief Matthew Messer, Holland Police Department Chief Rick Nuvill, Spring Lake Village / Township Fire Department Sheriff Gary Rosema, Ottawa County Sheriff Department Chief Gary Dreyer, Crockery Township Fire Department 9 Annual Report

7 OCCDA is currently at staffing levels of 6 Dispatchers and 6 Dispatch Supervisors. The Call-Taker classification was eliminated during contract negotiations to improve staffing and operational efficiencies and flexibility. Staffing levels are being reviewed using historical data as a benchmark. With the former Calltakers now trained as dispatchers, we have more options for scheduling to meet peak call volumes. New scheduling scenarios are being developed based on trends, and planned call volumes. Four additional part-time dispatchers are planned on being hired in early 1. Operational Staffing Overview: Supervisors & 1 Training Supervisor Full Time Dispatchers Part Time Dispatchers (in progress hiring Part Time) Dispatch Supervisor Phone/Radio Workstations 1 Complete Dispatch Phone/Radio Workstations Phone Answering Only Workstations Administration: 1 Executive Director 1 Deputy Director 1 Office Administrator 1 Information Systems Manager 1 Data/Radio Systems Manager 1 Records Supervisor 1 MSAG Records Technician 9 Annual Report

8 Authority 8 Telecommunicator of the Year Award Mary Allman Each year, an employee that excels in all areas of communications, dispatching, and EMD skills is selected by supervisors and management for their outstanding performance. In 8, Dispatcher Mary Allman received this award. Always a team player, Mary is quick to assist in any way. With many years of experience, she consistently performs her duties with great skill. She works very well with the various departments as well as her coworkers. Authority 9 Telecommunicator of the Year Award Jennifer VanderStelt Each year, an employee that excels in all areas of communications, dispatching, and EMD skills is selected by supervisors and management for their outstanding performance. In 9, Dispatcher Jennifer VanderStelt received this award. In addition to her role as a dispatcher, Jennifer is a CTO. She has been an excellent role model and trainer for our new employees. She is respected amongst her peers and supervisors. Jennifer also contributed by staffing our public education booths at various events throughout the year. 9 Annual Report

9 8 Length of Service Awards were presented to: 1 Years of Service David Fontaine Records Technician 1 Years of Service Laura DeGoede Office Administrator Years of Service Shannon Burke Dispatcher Melanie Dunham Part Time Dispatcher Paula Hooker Dispatcher Sueann Mitchell Dispatcher Tammy Smith Dispatcher Meagan Tripp Dispatcher 9 Length of Service Awards were presented to: 1 Years of Service Sheila Hyde Supervisor Jennifer Rasch Training Supervisor Peter Quick Part Time Dispatcher Mark Jongekrijg Deputy Director Joseph LaLonde IT Manager 9 Annual Report

10 Michigan APCO Awards Overview Association of Public Safety Communication Officials Awards Each year Michigan APCO presents awards to public safety communications personnel who have demonstrated the highest levels of personal and professional conduct and performance in the line of duty. Award categories include Telecommunicator of the Year, Communications Center Director of the Year, Line Supervisor of the Year, Radio Frequency (RF) Technologist of the Year, Information Technologist of the Year, and Trainer of the Year. The APCO awards committee also presents a number of Certificates of Excellence to recognize other nominees who have displayed dedication & commitment to public safety. 8 Michigan APCO Award Telecommunicator Certificate of Excellence Jack Nederveld Telecommunicator Jack Nederveld received a Certificate of Excellence for outstanding performance from the Michigan Chapter of APCO. This is the ninth year in a row that a employee has been recognized by the Michigan Chapter of APCO 9 Annual Report

11 9 Michigan APCO Awards had several employees honored at the Michigan APCO Awards Dinner in Frankenmuth, MI this year. Congratulations' to this years award winners and we salute these and all professional s for their dedication to the public safety communications field. This is the tenth consecutive year in a row that an employee from has been recognized by the Michigan Chapter of APCO. Michigan Chapter Awards: Mark Jongekrijg Michael Muskovin Director of the Year Award RF Technologist of the Year Award Certificates of Excellence: Tim Smith Communications Director Joseph LaLonde IT Manager Jennifer VanderStelt Dispatch Trainer Michael Koetje Telecommunicator 9 Annual Report

12 Continuous Training for Dispatch Personnel Because dispatch center personnel make up the nerve center of emergency operations, fielding calls from the public and dispatching the appropriate responders quickly and efficiently, they have may a dramatic impact on the performance of police, fire and emergency medical services. & Every call to involves numerous complexities beyond public understanding, simultaneously utilizing people, technology and operational/dispatch guidelines to obtain a positive outcome. Training continues to be one area of focus that OCCDA utilizes to ensure that our dispatch center personnel are able to handle these varieties of calls appropriately Communications Training Officer (CTO) Program In 9 to help accomplish the overwhelming task of training newly hired dispatchers, the talents of the operations staff are called on in the form of the Communications Training Officer (CTO) Program. Our CTOs are trained to use positive and proactive training methodology and with the guidance of the Training Supervisor and Deputy Director, they provide the vast majority of hands-on training and education for our newly hired staff. All CTOs attend required training to prepare them to apply learning principals in the classroom and in individual training assignments. They learn to create an environment that contains strategies for success and gives the responsibility for learning to the trainee. The training program is continually updated based upon continuous improvement and standards updates, which allows CTOs to serve as facilitators, guiding the trainees as they actively participate in their learning. The training program at OCCDA matches teaching methods to operational guidelines and procedures and recognizes the pivotal role of CTOs in the organization. Quality Assurance The Quality Assurance (QA) Program is a proactive approach to monitoring performance. Dispatch Supervisors conduct periodic QA assessments of their team members to determine his or her typical performance. This provides important data to analyze and use for identifying performance trends, targeting training needs, measuring improvement and recognizing exceptional performers. QA assessments can be conducted in a live or recorded environment. Communications Training Officers also assist in performing periodic QA assessments on newly trained employees to provide them with additional feedback early in their careers. The Quality Assurance program is a work in progress, needing revision and reviews as Standard Operating Guidelines, Policies, or as the technology rapidly changes.. The program has been useful in identifying areas needing improvement, as well as assisting new trainees in developing confidence and areas of focus. 9 Annual Report

13 FOIA Requests: In 9, processed Freedom of Information Act (FOIA) requests. A breakdown of those requests is as follows: Police Agencies...11 Fire Departments.1 Prosecuting Attorneys.. Private Attorneys...6 Revenue $168.9 Private Citizens.. Revenue $ 6. News Agencies..11 Businesses 1 Revenue $. Probation Department..1 Human Services..1 Friend of the Court...1 Requests Requests Requests Requests Requests Requests Requests Request Request Request Totals Revenue $199.6 Requests Community Events: 9 was a busy year with activities that are sponsored throughout our communities. Fire Prevention Open Houses, -H Fairs, County Fairs, Rotary meetings, Pancake breakfasts, Tulip Time and Coast Guard activities, Grand Haven Township Fire/Rescue 911 camp, National Night out, and various other health and safety fairs at schools and businesses, and career fairs at schools made up some of the events attended. The events focused on enhancing the use of the nonemergency number, for non life threatening situations, our web-site and educating the public about our organizational structure, funding sources, and services. Public Education / Community Involvement: In 9, the Center continued its tradition of community involvement by conducting education sessions for students beginning with rd graders through Criminal Justice classes at the high school level. Approximately 1, students were reached in 9. Students were given information about 911, when to call 911, when to use the non-emergency number lines and what to expect when they do call 911. Training Supervisor Jennifer Rasch designed a program specifically for Kindergarten to nd grade, she was able to interact with children in a positive learning environment. Kids (like most adults) are always eager to tell their story of calling 911. Ever mindful of the sensitive subjects, Supervisor Rasch gently guides the discussions so as to make a meaningful learning experience for the entire class of students. 9 Annual Report

14 9 Public Education Event Listing: 9 Annual Report

15 Authority Phone Call Statistic's by Trunk Group For Period of January 1, 9 thru December 1, 9 Total Phone Calls By Month 9,,,,,, 1, ,98 8,16 6 1,88 9,8 8,8 9,9 1 8, 111,1, , , 1, , # of calls Month of Year PLEASE NOTE: The Phone Call Statistical Data reports are based on available data collected from different phone system, as well as the administrative phone system. Data collection methodology in some categories was different between systems. 9 Annual Report

16 Total Phone Calls by Year, ls a C,,, 1,,6 9 6,,,8,6 6 8, 8, 6 1,,6 8, 9 6, 9 6, 9 9,9 1, 9 1, 1,8 9 8,9 1, YEAR using available data Total Call Breakdown Incoming & Outgoing Hang up(abandoned), 11,, Silent Observer, 68, Cellular digit, 69, Pier, 1, Administrative, 16,9, Outgoing Calls, 96,18, 8 Public, 9,, 8 Wireless E 9 1 1, 6866, 19 Landline E 9 1 1,,8, 9 Private,,8, 8 Total Combined Phone Calls:,1 9 Annual Report

17 Wireless calls continue to increase as consumers continue to of their land line phones. Cellular 911 calls accounted for 66.8 of 911 calls received in 9, up from 9. of 911 calls received in 8. This is a national trend that is expected to continue in the future. This also presents significant challenges not only to our citizens, but the dispatchers as well, in locating callers when they cannot give us accurate location information Percentage of 911 calls received wireless vs landline YE 6 YE YE 8 YE 9 YTD Monthly Wireless wireless. 6 wireless wireless 8 wireless. 9 wireless. 1.. Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec 9 Annual Report

18 Incoming and Outgoing Seven() digit lines 9 Outgoing Calls, 96,18, Public, 9,, 1 Silent Observer, 68, Cellular digit, 69, Private,,8, 1 Pier, 1, Administrative, 16,9, Total Seven Digit Calls 8, Incident and Calls Comparison Incidents 911 calls Annual Report

19 9 Dispatched Incidents by Venue F I R E P O L I C E C O M B I N E D 9 Annual Report

20 CAD Incidents by Day of Week 9 Number of Incidents, 18, 16, 1, 1, 1, 8, 6,,, Sun Mon Tues Wed Thur Fri Sat Incidents Day of Week Calls only. Does not include digit calls, CAD Incidents by Time of Day 9 6, Number of Incident,,,, 1, Incidents Time of Day 9 Annual Report

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