Mike Burton – Fire Chief, Tamarac With support from:

◦ Cindy Adamsky – Captain, BSO Regional Communications

◦ Kim Rubio – BSO Regional Communications Mgr. ◦ Rick Carpani – CIO, BSO Communications

Technology Division

Report from the BCCCC Operations Sub-Committee

to the BCCCCIAB

Fire Rescue Chief Mike Burton, Tamarac (Chair)

BSO Fire Rescue Chief Neal de Jesus, Broward Sheriff’s Office (Vice-Chair)

Vice Mayor George Brummer, Pompano Beach

City Manager Charlie Dodge, Pembroke Pines

Fire Chief Dave Donzella, Lighthouse Point

Committee Makeup

Police Chief Keith Dunn, Miramar Dr. Nabil El-Sanadi, MD, Medical Director City Manager Burgess Hanson, Deerfield

Beach Sheriff Al Lamberti, Broward Sheriff’s Office City Manager Richard Lemack, Davie Mayor Michael Ryan, Sunrise Police Chief Chad Wagner, Hollywood

Committee Makeup

Capt. Cindy Adamsky - Broward Sheriff’s Office Comm. Mgr. Tom Gallagher - Pembroke Pines Comm. Mgr. Joann Brown - Coral Springs Commander Lynn Burnside - Margate Lt. Tony Rosa – Sunrise Lt. Rob Wehymeyer – Coconut Creek Chief Tom Harrington – Fort Lauderdale Director Rick Carpani – BSO – CTD Regional Comm. Mgr. Kim Rubio – BSO

Guest Participants & Subject Matter Experts

Variations exists in data collection beyond the 90/10 90/10 Rule – Answer 90% of 911 within 10 seconds

(FS 365.171) Disparate CAD in Plantation, Margate, Fort

Lauderdale, and Coral Springs (Pines and Creek pending)

Number of and impact of “misdirected” 911 calls via cell phones (estimated at 5-10%)

Current Challenges

Many elements of a regional system exist now◦Common CAD for fire rescue available for all

cities at no cost to the cities (front line units)◦Large infrastructure investment in technology

has already been made◦Most agencies on common communications

platform◦Many hard working communications

professionals involved

Current Accomplishments

Life Cycle of a 911 call

Call Volume and Calls For ServiceFY10/11

911 Calls: 1,500,497Non 911 Calls: 2,834,414

Law CFS: 1,346,844 (mostly non-E)Fire/EMS CFS: 234,912 (mostly emerg.)

Current Broward County PSAP Architecture911 Call Flow

BSO PSAP

C. Creek PSAP

Margate PSAP

C. Springs PSAP

Ft. Laud. PSAP

Hollywood PSAP

Plantation PSAP

Miramar PSAP

Sunrise PSAP

Pompano Bch PSAP

Hillsboro Bch PD

Seminole Indian Public Safety

9-1-1 Calls

9-1-1 Transfer Calls

9-1-1 Calls

P. Pines PSAP

Proposed Three PSAP Model

9-1-1 Calls

SouthRegion PSAP

Central Region PSAP

North RegionPSAP

Site Selection Pending…

911 Call Flow Diagram

Site Selection Pending…

Performance Management

Emergency Event

9-1-1 Call Initiated

Call Rings

at PSAP

Call Answer

Call Dispatch

Unit ArrivalCAD

Event Closed

P1 9-1-1 Call Answer Time

P2 Time from Call Answered to Call Entered in CAD (and forwarded to Dispatcher)

P3 Time from CAD Entry until a Unit is Dispatched

P4 Time from Unit Dispatched until Unit Arrives on Scene

P5 Time from Unit Arrives on Scene until Incident is Closed

Lifecycle of an Emergency Call

Prior to Scope of PSAP Operation

10 secsPSAP / Responder Dispatch Response TimePSAP 9-1-1 Call

Answer Time

Caller Interrogation and Call Entry into CAD

P1 P5P3P2 P4

Broward County PSAP Call Answering PerformanceFY08/09 vs. FY 09/10 vs. FY 10/11 vs. YTD* FY 11/12Monthly Percent of Calls Answered within 10 sec. (per PSAP)

45

0 0 0

75

100% 100% 100% 100%

63%

0

20

40

60

80

100

120

>90%

>80%

to <

90%

>70%

to <

80%

>60

to <

70%

<60%

Percent of Calls Answered Within 10 Seconds

Fre

qu

ency

0%10%20%30%40%50%60%70%80%90%100%

N = 120 (Exc. Sunrise)

FY 2009-10

Note: Per S. 365.171,F.S. 90% of the calls shall be answered within 10 seconds of call arrival at the PSAP.

42

2 1 0

8766%

98% 99% 100% 100%

0

20

40

60

80

100

120

>90%

>80%

to <

90%

>70%

to <

80%

>60

to <

70%

<60%

Percent of Calls Answered Within 10 Seconds

Fre

qu

ency

0%10%20%30%40%50%60%70%80%90%100%

N = 132

FY 2008-09

36

0 0 0

104

100% 100% 100% 100%

74%

0

20

40

60

80

100

120

140

>90%

>80%

to <

90%

>70%

to <

80%

>60

to <7

0%<6

0%

Percent of Calls Answered Within 10 Seconds

Fre

qu

ency

0%10%20%30%40%50%60%70%80%90%100%

N = 140

FY 2010-11

74% of the individual PSAP monthly measurements were in the target range. (Fiscal Year 2010/11, in aggregate.)

Target

Good

Target

Good

Target

Good

10

0 0 0

56

100% 100% 100% 100%

85%

0

10

20

30

40

50

60

>90%

>80%

to <

90%

>70%

to <

80%

>60

to <

70%

<60%

Percent of Calls Answered Within 10 Seconds

Fre

qu

ency

75%

80%

85%

90%

95%

100%

N = 66

Year to Date* FY 2011-12

Target

Good

85% of the individual PSAP monthly

measurements were in the target range. (Year to Date Fiscal

Year 2011/12, in aggregate.)( * October 2011 thru March 2012 )

Platform of “establish a single unified approach with cross-disciplinary leadership and management”

Agreement that one PSAP was technically possible, but not advisable

Agreement on three geographically separate PSAPs within one system

Agreement on 34 overarching goals Agreement on a single CAD system

approach, but not which CAD should be used

Subcommittee’s Early Findings

Improve the level of safety for responders and citizens

Ensure safe structures with strong redundancies

Ensure seamless interoperability between sites

Ensure a well planned architecture of technology

Reduce or eliminate unfavorable impacts on the work forces

Examples of Overarching Goals

Ensure seamless interoperability within the county and near seamlessness with adjoining counties

Provide system that best supports closest unit responses and regional approaches

Establish operational metrics that meet or exceed established best-practices

Examples of Overarching Goals

Based upon call volume projections and APCO standards

Concerns expressed by Fed. Of Public Empl. Impacted by the number of participating

cities Sub-committee did not analyze the plan Recommendation -

◦ South PSAP – 179 FTE◦ Central PSAP – 166◦ North PSAP – 147 FTE

CTD’s Proposed Staffing Plan

Year built Hurricane rating Flood plain Future capacity Square footage for existing and expansion Housing for staff in a disaster Diversity of power, telephone, and data Proximity to coast Parking for staff in a disaster (minor)

Facility Assessments (elements with the highest values)

Sub-Committee recommends no further consideration of the following sites:◦ Pompano Beach/BSO – Facility and location◦ Fort Lauderdale – Facility◦ Margate – Facility◦ Plantation – Did not participate in this process

Results of Facility Assessments

Sub-Committee recommends further consideration of the following sites:◦ BSO – Public Safety Building◦ Coconut Creek – under construction◦ Coral Springs◦ Hollywood◦ Pembroke Pines◦ Sunrise

◦ Any further consideration should be accompanied by third party evaluation of the facilities

Results of Facility Assessments

Developed by BSO CTD Sites where other PSAPs could relocate to

and operate from in emergency or period of inoperability

CTD Recommended Sites:◦ Sunrise◦ Pembroke Pines◦ Coconut Creek (under construction)

Flee To Sites

ISO – Insurance Services Office CAAS – Commission on Accreditation of

Ambulance Services CFAI – Commission on Fire Accreditation

International APCO – Association of Public-Safety

Communications Professionals

Standards to Meet or Exceed

CALEA – Commission on Accreditation of Law Enforcement

CFA – Commission on FL Law Enforcement Accreditation

NAEMD – National Academy of Emergency Medical Dispatch

NFPA 1221 – National Fire Protection Association Standard for the Installation, Maintenance, and Use of Emergency Services Communications Systems

Standards to Meet or Exceed

NFPA 1221 Time StandardDirect Dispatch(Call Answered and Dispatched from Primary PSAP)

P1

90% ≤ 10 s

Call Rings at PSAP

P2 P3+

Supports voice, text, or video based 911 calls

Supports Advanced Automatic Collisions Notifications systems

Transfers of 911 calls where needed with all data

Next Generation 911

Gather professional expertise as the facility and technical viability of each proposed PSAP

Determine which PSAPs would be used Gain concurrence with the Governance Sub-

Committee and select an Executive Director

Next Steps

Develop a Request for Proposal for consulting services to draft a plan to include:◦ Identify transition elements (people, hardware,

software, political, policies, interim management)◦ Evaluate compliance and best practices◦ Identify tentative participants◦ Evaluate the longevity of current CAD elements◦ Evaluate records management system options

Next Steps

Questions