2010 Annual Report

DEPARTMENT OF UNIVERSITY SAFETY

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Table of Contents

Introduction

Message from the Director

Patrol Services

Staffing 6

(Submission - Shift Manager Richard Heron)

Officer Training 7

(Submission -Training & Investigations Coordinator Richard Sabourin)

Bike Patrol Unit 8

(Submission - Shift Manager Kyle Gallinger)

Community Education and Crime Prevention 9

(Submission - Community Liaison Officer Laura Branchaud)

Student Safety Patrol (SSP) 11

(Submission - Training & Investigations Coordinator Richard Sabourin)

Rape Aggression Defense Program 12

(Submission - Shift Manager Alicia Poole)

Wellness Committee and Community Partnerships 12

(Submission - Shift Manager Alicia Poole and Campus Safety Officer Kelly Brown)

Carleton University Student Emergency Response Team (CUSERT) 16

(Submission – Director of CUSERT Joel Spark)

Residence Security 18

(Submission - Training & Investigations Coordinator Richard Sabourin)

Parking Services 18 (Submission - Operations Manager Brian Billings)

Technical Services 26 (Submission - Manager Technical Services Hugues Jeansonne)

Statistical Overview 28

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Introduction

Carleton University, which sits on a 100 acre site between the Rideau Canal and Rideau River, had its

beginnings in 1942 as a non-denominational college serving the local community. Almost 70 years later,

that same college has become an educational centre that is internationally recognized for scholarship and

research, offering 65 programs of study in a wide variety of disciplines.

With construction currently ongoing for one new residential and two new academic buildings on

campus, the composition of the university community is ever growing and changing. This continual

growth poses unique challenges for staff in the Department of University Safety in meeting and

exceeding the expectations for security and safety in the community. With the incorporation of more

state of the art security and access control systems and new technologies to enhance service delivery, all

three sections of the department, Technical Services, Patrol Services and Parking Services continue to

evolve to meet the challenge.

Message from the Director

On behalf of the entire staff in the Department of University Safety (DUS), I am pleased to provide you

with a synopsis of our department‟s activity for the year 2010.

Carleton University continues to be a safe community for our students, faculty and staff to study, live

and work. Our department is committed to providing a professional, ethical and accountable service

Architect’s depiction of completed Waterfront Project

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responsive to the needs of the Carleton community. We strive to provide quality service through our

three sections; Patrol Services, Parking Services, and Technical Services.

2010 was a year of change for the Department of University Safety. We saw several new members join

our team including myself as director.

Carleton University is one of ten universities in Ontario that provides a Special Constable Service. This

is achieved through our close relationship with the Ottawa Police Service (OPS) and a memorandum-of-

understanding signed by Carleton University and OPS. Our officers are granted Special Constable

Status by the Ottawa Police Services Board under the authority of the Ontario Police Services Act. They

are sworn peace officers and have the powers of a police officer on campus that allows them to provide

a higher level of service to our community. We are fortunate in recruiting dedicated new officers and

proud to provide a highly skilled and professional service.

Our Patrol Services also include our Student Safety Patrol and the Carleton University Student

Emergency Response Team (CUSERT). We are pleased to note that CUSERT won first place in the

first-aid skills competition at the National Conference for Campus Emergency Responders for the third

year in a row. These dedicated and highly trained student volunteers provide a crucial medical first

response on campus. Also in 2010, the management of Residence Security transitioned from Housing

and Conference Services to DUS Patrol Services.

2010 saw a number of improvements to our Parking Services. Campus Card is now accepted as a

payment option at our Pay& Display machines around campus. Patrons can use text messaging from

their mobile phones to pay for parking in designated parking lots. We saw significant repairs to our P9

parking garage and continue to invest in the repair and maintenance of all our parking areas.

Our Technical Services team is responsible for physical security on campus. This includes access

control, CCTV camera systems, intrusion and duress alarm systems, assistance phones and asset

protection systems. Our use of technology to provide a safe campus continues to evolve. We now have

over 400 locations controlled by access control and an average of 350,000 access requests (swipes)

handled each month. New installations saw our CCTV camera system grow to close to 380 cameras.

The DUS radio system was upgraded to digital, allowing better coverage and reception across campus.

I am pleased with our accomplishments in 2010 and I look forward to the challenges and opportunities

2011 will bring to the Department of University Safety.

Allan Burns

Director

Department of University Safety

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Patrol Services

The Patrol Services section, under the supervision of Operations Manager Brian Billings, is responsible

for ensuring that the campus is a safe and secure learning and working environment for its community.

Supporting the Operations Manager in this undertaking are Shift Managers Richard Heron, Alicia Poole,

Kyle Gallinger and Christopher Moy, Community Liaison Officer Laura Branchaud and Investigator

and Training Coordinator Richard Sabourin. Each contribute to the overall functioning of this important

24 hour, 7 day a week service by managing teams of Campus Safety Officers, Dispatchers, Parking

Services staff, Student Safety Patrollers, Residence Security staff and CUSERT volunteers. All

Department of University Safety (DUS) members work closely together as a team to ensure a

consistently high level of response to incidents in the community.

Staffing

2010 was another busy year for personnel within the Department of University Safety. Several Campus

Safety Officers and Special Constables have moved on from the Department for a variety of reasons.

This required the replacement of the departing members once approval was provided by the Vice-

President, Finance and Administration.

Staff Departures

Auxiliary Special Constable Stephanie Foster resigned in January 2010 to become a Constable with the

Royal Canadian Mounted Police.

Special Constable Eric Brown resigned in March 2010 to become a Special Constable with OC Transpo.

Special Constable Lisa Niemzyk resigned in April 2010 to become a Special Constable with the Ottawa

Police Service.

S/Cst Greg Szewczyk resigned in November 2010 to become a Police Constable with the City of

Toronto.

Director Len Boudreault retired in June 2010.

New Hires

Campus Safety Officer Jeffrey Condie was hired in February 2010.

Campus Safety Officer Mathew Dunsmore was hired in March 2010.

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Auxiliary Campus Safety Officer Brittany O‟Connor was hired in March 2010.

Auxiliary Campus Safety Officer Devon Reeves was hired in March 2010.

Campus Safety Officer Mark Hargreaves was hired in May 2010.

Campus Safety Officer Brent Gobeo was hired in July 2010.

Shift Manager Christopher Moy was hired in July 2010.

Director of University Safety Allan Burns was hired in September 2010.

Staff Moves

The Carleton University Emergency Response Team (CUSERT) and Residence Security have both

moved under the overview of the Department of University Safety.

Uniforms

A review of the Patrols Services Uniform resulted in the Patrol Officers changing from an under the

shirt Bullet Proof Vest to an External Carrier for the Bullet Proof Vest. This allows for better comfort of

the Patrol Officers while allowing for the differentiation between the sworn Special Constables and the

unsworn Campus Safety Officers. The Special Constables and Campus Safety Officers are now further

identified by Security and Special Constable patches respectively. This also allows for the Patrol

Officers to be easier to identify from the Student Safety Patrollers, Residence Security Personnel and

Parking Enforcement Personnel.

Officer Training

In 2010 the department continued to offer a variety of mandatory and optional training opportunities for

staff, along with the annual re-certifications.

In order to re-certify their training each year, every member of the department must complete Use of

Force, WHMIS, First Aid, CPR and AED training.

Optional training programs continued to include the Canadian Police Knowledge Network (CPKN), the

Ontario Police Video Training Alliance (OPVTA) and the Leadership Management Development

Program (LMDP). CPKN allows officers who choose to participate the opportunity to take courses on-

line through a nationally recognised training provider and the costs of applicable courses are covered by

the department. The department is also a member of OPVTA, which provides training videos on a

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regular basis and allows officers to keep up-to-date on current legislation. A number of the

department‟s managers continued to work towards the LMDP certificate offered by the Human

Resources department, though in late 2010 Human Resources put the program on hold while it

undergoes a review. Other ongoing training initiates continued to include courses for the designated as

shift supervisor, such as Safe Bars training, Smart Serve training and WSIB for Supervisors.

In March all DUS members underwent Radiation Safety training through Environmental Health and

Safety. For some of the members this was new, for others it was a refresher on previous training.

Also in march, all of the Department‟s Dispatchers and Shift Mangers attended training for the

Fireworks Program. All of the fire panels for the entire campus now report back to the Fireworks

Program.

In April a number of the Department‟s staff and employees from various other sections of the University

were trained as Rape Aggression Defence (RAD) Instructors. For further information, please refer to

RAD section of this report.

June saw 7 new members of the Department attending a one month long Special Constable course

offered by Algonquin College. The course teaches everything from criminal offences to better

understanding diversity issues and is the core training for all special constables. The attendees to this

course were Shift Manager Chris Moy, Campus Safety Officers (CSO‟s) Jeff Condie, Matt Dunsmore,

Brent Gobeo, Auxillary Campus Safety Officers Devon Reeves and Brittany O‟Connor.

This year‟s the Bike Patrol Unit also included Student Safety Patrollers (SSP‟s) for the first time ever.

They received their CAN Bike II certification after completing their training with Shift Manager

Gallinger, who provides all bike training to the department.

In July all current SSP‟s and CSO‟s were required to complete additional Core Security Training to

ensure that their training met the requirements of new provincial legislation which regulates training for

security guards in Ontario. Though the department‟s previous courses have always exceeded industry

standards, it was felt that it was in everyone‟s best interest to commit to the additional training.

In September Director Allan Burns, Operations Manager Brian Billings, Training Coordinator Richard

Sabourin, Shift Manager Richard Heron and SSP Megan MacNaughton attended the Capital Shield

Exercise hosted by Operation Intersect. The one day event featured a presentation by a subject matter

expert and exercises focused on terrorist type incident in or around academic institutions.

Bike Patrol Unit

This year the Department of University Safety Bike Patrol Unit ran from April 2010 to October 2010

under the coordination of Shift Manager Gallinger.

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The Bike Patrol Unit members

consisted of: Shift Manager Alicia

Poole, Shift Manager Kyle

Gallinger, Shift Manager Heron,

Special Constable Paul Stam,

Special Constable Alison Hanna,

Special Constable Malarie Woolsey

and Campus Safety Officer Jeff

Condie. These officers were on the

bikes every shift and assisted with

patrolling the campus. During

Residence Move-in and Orientation

Week the Officers patrolled high

traffic areas to assist students with

any questions they had.

Shift Manager Kyle Gallinger conducted the CAN Bike II course and trained four Student Safety Patrol

staff to compliment the Bike Unit.

This season the unit donated abandoned bicycles to the Cycle Salvation. Cycle Salvation is a social

enterprise established under the umbrella of Causeway Work Centre in Ottawa. The business is a bicycle

refurbishment and retail operation designed to train and employ individuals with mental illness and other

disabilities, as well as other persons who are disadvantaged.

This year several members of the Bike Unit participated in the Law Enforcement Torch Run and the Big

Pull. Two charitable organizations, Special Olympics and the Ottawa Mission respectively, each

benefitted from money raised by involvement in these two events.

Community Education and Crime Prevention

The Crime Prevention Office remained busy throughout 2010 supporting the work of Patrol Services by

providing personal safety information and education to the campus community in addition to running a

wide variety of crime prevention initiatives. In addition to continuing to administer established programs

such as Laptop Registration and Bicycle Registration, the Office continued to fulfill the Department‟s

commitment to providing training input, presentations and safety audits for the community on request.

Bike Unit members patrolling Oxbow Park

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SSP Uroos Mian staffing DUS Display Booth

The Community Safety Information

Booth continued to be widely used to

maintain the Department‟s visibility

in the community making

appearances at numerous events both

on and off campus. The booth

provided general crime prevention

and safety education on campus at

the Library, Athletics complex and

during Residence Move-in. Members

of the Department were also invited

to staff the display and participate at

a variety of events including the

Employee Wellness Fair, Alcohol

Awareness Week, Sexual Assault

Awareness Week, Ravenspalooza, Academic Orientation Day, the Residence Life Fair and the

Algonquin College Police Foundations Recruitment Fair.

During 2010, the Department continued to provide personal safety presentations and training input for

the community with Officers conducting sessions for various departments and groups which included

the Student Experience Summer Orientation staff, part-time Athletics staff, Undergraduate Recruitment,

CUSA Clubs and Societies, Orientation Volunteers and Enrichment Mini Course Program tutors. As in

the previous year, Community Liaison Officer Laura Branchaud delivered the majority of the

presentations while Special Constable Kyle Gallinger once again undertook to provide the Orientation

Volunteer training sessions.

Following the September 2009 launch of the Emergency Notification System (ENS) the number of cell

phone users that have registered for the campus alerts has greatly increased and there was a further

advertising push in September 2010 to encourage more of the university community to register. A

mechanism has also now been put in place for the alert system to be tested campus-wide twice a year at

the start of the fall and winter semesters. Continual development of the ENS has been ongoing with new

applications being considered. One new application available is the Service Disruption Notification

which provides information about road/pathway closures and elevator outages on campus. This

application is particularly helpful in notifying persons with disabilities of accessibility issues on campus

that affect their ability to access services.

In November 2010, CLO Branchaud greatly benefitted from the assistance of several members of patrol

services during a highly successful undercover investigation and operation which targeted thieves who

were committing a spate of locker break-ins in the Physical Recreation Centre. The operation, which

included CLO Branchaud, Shift Manager Kyle Gallinger, Training and Investigations Coordinator

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Richard Sabourin, and Campus Safety Officers Mark Hargreaves and Brittany O‟Connor resulted in the

apprehension of a group of individuals who were known to the Ottawa Police Services.

Throughout 2010, CLO Branchaud continued to represent the Department throughout the year on

numerous committees, both formal and ad hoc, at a variety of levels on campus. Some of the

longstanding committees included the New Student Transition and Orientation (NSTO) Committee, the

Accessibility for Ontarians with Disabilities Act (AODA) Committee, the Student Advising Project

Committee and the Student Mental Health Advisory Committee. In addition to the aforementioned

standing committees, CLO Branchaud provided departmental representation on a number of new

working groups through attendance on the AODA Employment Standards Working Group, the Sexual

Assault Protocol Committee and the Workplace Violence Committee. Ad hoc meetings throughout 2010

involved various student groups, Joint Health and Safety Committees, University services (ie IMS staff,

Equity Services, Athletics, etc) and external event groups like the Weekend to End Women‟s Cancers

With the retirement of Director Len Boudreault in July 2010, CLO Branchaud was also provided the

opportunity to further represent the Department by participating as a member of the Search Committee

struck to hire the new Director of University Safety.

Student Safety Patrol

In 2010, the Student Safety Patrol (SSP) Program continued to provide basic security services to the

campus community under the direction of Special Constable Richard Sabourin. As in previous years,

the SSPs assisted with a variety of different roles, including building lock-ups, door openings, parking

enforcement, crime prevention initiatives, safe-walks, safety audits of emergency phones, campus

lighting and card access systems. The SSP program also continued to provide reception services to both

the Department of University Safety Patrol office and the Parking Services Office on a full time basis.

In addition to their regular duties, SSPs assisted with special events such as Residence Move-In, CU

Day and Convocation. The program also continued provide static security and parking attendants for

events being held on campus, as well as contractor escorts for maintenance work. These events along

with some dedicated patrols, such as patrols in the library during peak periods, are referred to as a “Paid

Duties”. They not only benefitted the clients receiving the service, as they are more cost effective than

the use of an external agency, but they also benefit those SSPs who wanted more work. Each SSP

works approximately 15 to 20 hours a week, but some enjoyed the opportunity to sign up for these extra

paid duty shifts. These additional hours would not be possible without being able to recover the cost

from the client.

Also new to 2010, an SSP was assigned to Technical Service on an occasional basis to assist with the

processing of Closed Circuit Television (CCTV) Requests.

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SSPs participated in a number of departmental events over the course of the year including the The Big

Pull for the Ottawa Mission and the annual Department of University Safety ball hockey tournament

which buys Christmas hampers for families in need.

At the end of the year Hafiz Karim received the Director‟s Achievement Award for SSPs as a result of

his participation, commitment and hard work. SSP‟s O‟Connor and Reeves were both given the

opportunity to advance within the department and are now employed as Auxiliary Campus Safety

Officers.

There were relatively few changes to the SSP Program this year in comparison to the past few years. In

2011 it is expected that the SSP Program will take on some of the functions previous covered by

Residence Security. It is also expected at some point in 2011 that the SSP Program will no longer be

providing a full time reception function for DUS as a full time position is expected to fill that function.

Instead the SSP Program may staff the reception function outside of regular business hours.

Rape Aggression Defense Program

The Department of University Safety launched the Rape Aggression Defence

(RAD) Systems program in 2008. It is a comprehensive course that provides

women with information on personal safety, awareness, risk reduction and

avoidance while progressing on to the basics of hands-on defensive training. It

balances the needs of women to acquire self-defence education in a relatively short

period of time with a free life-long return and practice policy, so they can refresh

their skills. It is the only self defence program endorsed by the International

Association of Campus Law Enforcement Administrators (IACLEA).

In 2010, the Department of University Safety facilitated six courses on the Rape Aggression Defence

(RAD) Systems. In April, ten staff members received their certification to instruct the RAD Basic

Physical Defence. The instructors, Shift Manager Alicia Poole, Community Liaison Officer Laura

Branchaud, Special Constable Richard Sabourin, Shift Manager Richard Heron, Special Constable

Ashley de Laplante, Special Constable Alison Hanna, Special Constable Greg Szewczyk, Campus

Safety Officer Kelly Brown, Campus Safety Officer Matthew Dunsmore, Campus Safety Officer Tanya

Stoate, Healthy Workplace and Communications Coordinator Cindy Robinson, Residence Manager

Karen Prentice and Fitness and Recreation Program Assistant Tracy Gagnon provided training to over

one hundred female participants. Shift Manager Alicia Poole and Community Liaison Officer Laura

Branchaud also ran an information booth at Ravenspalooza during Orientation Week, the eCHUG event

for the Alcohol Awareness week and Sexual Assault Awareness week to help promote the program on

campus and encourage more females to participate.

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The RAD program is offered to female students, staff and faculty free of charge. The facilities used for

the courses, are offered by the Department of Housing at no additional cost.

Wellness Committee

Since the introduction of the Wellness Committee in 2008, numerous events, raffles, and charities have

continued to be a great success in 2010. The committee is comprised of representatives from each

section of the Department including Parking Services, Student Safety Patrol, the Carleton University

Student Emergency Response Team (CUSERT), Residence Security and Patrol Services.

Throughout the year the Wellness Committee organized several events aimed at raising funds for charity

and maintaining the Committee‟s dedication to community involvement. These events included a ball

hockey tournament, charity prize raffle, bake sale, and silent auction. All monies raised from these

activities were donated to The Christmas Hamper program organized by Shepherds of Good Hope for

less fortunate families in the Ottawa area. The money from these fundraisers went to four local Ottawa

families who received food and gifts for Christmas 2010. During the Christmas season The Wellness

Committee also ran a snowsuit drive and Chrismitts. The Wellness Committee continues to build on

these accomplishments and is looking forward to engaging with the community for new projects and

ideas to help in the Ottawa region in 2011.

This year the Wellness Committee also explored a new avenue for providing social events for

departmental staff as a means of building morale and team camaraderie within the Department. Events

such as movie nights, bowling, go-karting and Christmas parties were well appreciated.

Basic defensive skills training Simulated situation training

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The Department of University Safety in the Community

The Department of University Safety believes strongly in a positive presence and continual involvement

within the community. Members of the Department are dedicated to engaging with the community and

are involved in charitable volunteer programs, events and activities both at Carleton and throughout the

Ottawa region.

For the third consecutive year, several members took part in the Big Pull Tug of War

competition which raises funds for the Ottawa Mission Stepping Stones Learning Centre.

Several members took part in and led the annual Law Enforcement Torch Run and helped raise

awareness and funds for Special Olympics Athletes. This is the seventh year that members of the

Department have participated in the event.

Members work as minor hockey officials and executive members for local youth leagues.

Members of the Department volunteer as coaches for a number of local sports teams including

Baseball and Field Hockey.

DUS staff participating in Law Enforcement Torch Run

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During 2010, members of the Department also donated their time as volunteers to a wide range of

programs, charities, organizations and events including:

Family Services of Ottawa

Ottawa Victims Services

The Ottawa Police Service

Canadian Blood Services

The Ottawa Humane Society

The Relay for Life for Cancer

HOPE Volleyball Tournament

Carleton Sexual Assault Awareness Week

RAD – Rape Aggression Defence systems

Walk This Way – Healthy Workplace

e-Chug Alcohol Awareness Week

Ravenspalooza

OttawaReads

United Way

Members of “Team Moose” at Relay for Life “Team Moose” at Nepean Sportsplex

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CUSERT

CUSERT Overview

The Carleton University Student Emergency Response Team (CUSERT) is a

division of the Department of University Safety (DUS), dedicated to providing

24/7 on-call first aid coverage for the entire campus during the academic year

(January to April and September to December). It consists of 42 student

volunteers, certified to the Emergency First Responder (EMR) qualification by

the Ottawa Paramedic Service (OPS). Volunteers are on-call in pairs for 12

hour periods, and respond to medical emergencies on campus as dispatched by

DUS. At medical emergencies, they act as first responders, providing

immediate medical treatment when needed and assessing the need for further

activation of Emergency Medical Services (EMS).

On-Call Operations

In March of 2011, CUSERT moved into its new office in the Carleton Technology Training Center

(CTTC) building. This move provided CUSERT with considerably more office space, and allows easier

access to the DUS headquarters for radio changes and other business. In conjunction with the move,

CUSERT received two access cards to be able to quickly access the individual residence floors, to

prevent delays in response time caused by responders not being able to get onto a particular residence

floor.

Over the 2010-2011 academic terms CUSERT responded to 325 calls for an average of 1.84 calls a day.

The highest call volumes were seen in September and October with 70 and 78 calls respectively. There

were 90 CUSERT calls where EMS was activated either by CUSERT responders or DUS before

responders arrived on scene. CUSERT responders administered oxygen to 42 patients throughout the

academic year.

Training

Continuing with the partnership with Ottawa Paramedic Service (OPS) that began formally in 2009, all

CUSERT responders returning from previous years on the team received the annual recertification of

CPR at the Health Care Provider (HCP) level at the OPS headquarters prior to the beginning of the term.

In September, 15 new members were selected from a record-high 75 applicants to be accepted onto the

team. These 15 new members received the Emergency Medical Responder (EMR) certification from

OPS instructors. To supplement the EMR training, the EMR textbook is used as the official set of

operating protocols for member response.

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In the summer of 2010, eight CUSERT members were certified as Standard First Aid (SFA), CPR and

advanced first-aid instructors by the Lifesaving Society of Canada (LSS). These instructors have put

their skills to use as members of the training team, and running several public first aid courses on

campus for organizations like Attendant Services and Oliver's Security.

Conferences and Competitions

CUSERT attended the annual National Conference for Campus Emergency Responders (NCCER)

hosted by the Association for Campus Emergency Response Teams (ACERT) in February, where

CUSERT submitted 2 teams to the national first-aid skills competition. For the third year in a row,

CUSERT returned to Ottawa as national champions, with its two teams scoring first and second

nationally. CUSERT also won the spirit award during the competition for its enthusiasm and positive

attitude.

Also at the NCCER competition, CUSERT submitted a bid to host the MIXER competition in the fall of

2011. The bid was organized by Campbell Hennessy and a number of other CUSERT responders who

wished to take a leader ship role in the conference, and who intended on returning to the team next year.

The bid was awarded to CUSERT, and a MIXER organizing committee was subsequently organized to

begin preparing for the conference.

CUSERT Team Members

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Residence Security

In 2010 the Department of University Safety assumed responsibility for the supervision and

administration of the Residence Security Program. The transition process began late in the summer after

the staff had been hired, many operational decisions made and the training schedule was in place.

Elements of the DUS training program were able to be inserted into the current Residence Security

training and they received the same Core Security training as the rest of the department. However the

lack of time available to focus on policies and procedures caused a few issues throughout the year.

On the operational front, an additional shift was added to Residence Security allowing Residence

Security to have their own dispatcher in the afternoons. Later in the year the patrol shifts were reduced

due to a lack of staff available to work certain shifts.

Despite a number of complications in this transition year, the staff persevered and integrated well in to

the department.

At the end of the year Julia Mc Donald received the Director‟s Achievement Award for Residence

Security as a result of her participation, commitment and hard work.

Parking Services

Under the day-to-day supervision of the Operations Manager, Parking Services is responsible for

addressing the needs for all permanent and casual parking users of the university community, including

the issuing of permits, rental of tunnel lockers and enforcing parking regulations on campus. In addition,

Parking Services has overall responsibility for maintenance of the campus‟ external parking lots, parking

structures and equipment such as the access control barriers, parking meters and Pay and Display

machines.

Overview

Parking Services offers permit and temporary (daily pay) parking on campus to students, staff and

visitors. There are six (6) access controlled parking lots, two (2) parking garages, and several „pay and

display‟ or metered parking areas which, in total, provide approximately 3,900 parking spaces on

campus. Permits are sold on a first-come, first-served basis to students. Staff and faculty are

accommodated on a priority basis. Student parking permits in perimeter lots cost $364 for the

Fall/Winter semester (September 1st to April 30

th). Regular annual reviews of these rates have

determined that they compare quite favourably with other institutions and parking rates. The average

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over-sell of permits to space ranges between 30-50% with higher over-sell margins in student parking

areas. Of the parking permits sold in 2010, student permits accounted for approximately 3,200 sales

while staff permits accounted for roughly 1,800 sales. Motorcycle permits accounted for 61 sales and

Athletics permits accounted for approximately 628 sales. Other permits issued by Parking Services over

the past year include: 75 Day Care (Parent) permits, 30 Service Vehicle permits, 25 Board of Governor

Permits, 25 Research Vehicle permits, 80 Proctor permits, 1,500 Learning in Retirement permits, and

over 8,000 Ice House permits. The Department of University Safety conducts regular surveys of all

parking lot areas on campus to assess optimal usage and to identify any issues with oversell ratios and

lot conditions.

The proposed budget for 2010/2011 was based on an inflationary fee increase of 5% for staff student

permits. There had been ten fee increases, 31.2% aggregately, in the previous 15 years - this compares

to the provincial CPI increase of approximately 37% over the same period.

Staffing

The Parking Services Office is staffed by two (2)

full-time administrative staff and is supported by

Student Safety Patrollers performing reception and

customer service functions at peak periods

throughout the year. The parking enforcement

function for Parking Services is performed by

Campus Safety Officers and Student Safety

Patrollers as scheduled/managed by the on-duty Shift

Manager. This enhanced profile and presence in

parking lots is now required due to the automation of

all visitor-parking areas on campus. This method of

parking enforcement allows patrons to be better

monitored to ensure that payment is received for services provided. The increased coverage has resulted

in lowered levels of theft in parking lots and greater service offerings to the public. Student Safety

Patrollers also provide “extra eyes and ears” for Patrol Services staff and strengthen the community-

based policing philosophy across all divisions of the Department.

Technology

During the past year, Parking Services has continued to enhance and adjust technology to improve the

division‟s provision of service to the University community. The Technical Services Unit, and

specifically the Field Technicians, provides maintenance and support to all parking systems and

equipment. This expertise improves Parking Services‟ professional image and provides the opportunity

Routine Parking Enforcement

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to become more responsive and effective in addressing complaints and system malfunctions identified

by staff and parking users.

ParkAdmin, Parking Services’ web-based parking and security solution, continues to provide patrons

with a 24/7 response from Parking Services, allowing for permit sales, locker rentals, and violation

appeals/payment to be made at the convenience of our customers‟ schedules and not just during business

hours. This past year, there were more modifications and additions to ParkAdmin.

Parking Services, Campus Card, and CALE completed the development process for acceptance

of the Campus Card as a payment option at all CALE Pay and Display machines on campus in

November. The process was placed into production in December and received a quick uptake by

students, with Campus Card parking revenues being $2,745 for the month of December. Parking

Services has painted all CALE machines to match the same red colour that brands Carleton

University signage and is also assisting the University with the goal of sustainability by

purchasing/retrofitting all machines to solar power.

Parking Services has engaged our gate control installer and Tomahawk Technologies to develop

an integrated solution for gate/permit access. In 2010, Parking Services had planned to start the

replacement of all aged access control equipment with new HID controllers and barcode readers

– the trial location, Lot 11 (CTTC) was initiated in December on a wireless backbone and

development continues. This, integrated with ParkAdmin will allow for real-time reporting and

assignment of barcodes through one system – Modern (the existing gate access control system)

will be retired following this integration.

In July, Dwight Deugo – Associate Director/Professor in the School of Computer Science at

Carleton University partnered with Parking Services to launch iParked.ca. iParked.ca is a text

messaging parking solution that allows users pay for parking by sending a text message (SMS)

from a mobile phone. To use the service one must create an iParked.ca user profile by using one-

time, free, and secure registration. To pay for parking after parking at the supported parking lot

location, the user simply texts a message to PARKED (727533) indicating parking location and

required parking time. Once a text message parking request has been sent, the system processes

the transaction and text messages a parking confirmation. Ten minutes before parking expires, a

text message is sent notifying that the parking booking is about to expire. The parking booking

can be extended by texting another parking request. For each parking request an electronic

receipt will be sent to the e-mail address provided in the user’s iParked.ca user profile. Parking

Services currently offers iParked.ca as a payment/booking method at Lots 1 and 2 on the

Carleton University campus. There has seen a steady increase in usage and revenue collected

through iParked.ca since the launch and the service will be expanded to other lots on campus in

the upcoming years to augment existing payment options. Since the initial launch at Carleton

University, Algonquin College, the City of Ottawa, and a Toronto area hospital have expressed

interest or are using iParked.ca.

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These are the major technological initiatives for Parking Services in 2010. As in previous fiscal periods,

Parking Services will continue funding security camera installations and continue improvements to

ParkAdmin, with the hopes of eventual tie-in to Carleton University‟s BANNER system for user

verification/validation and other identification credentials.

Transportation Demand Management (TDM) Initiatives

In concert with the University‟s strategic plan, the President‟s Defining Dreams message, and the

corporate responsibility of making Carleton University more sustainable, Parking Services has continued

efforts and development of TDM initiatives and programs. Parking Services fosters options and

solutions to better manage the demands for traffic and parking on campus and further to reduce the

incidence of SOV - single occupant vehicle parking on the University campus. Two (2) of the most

notable efforts are the promotion of carpooling and car-sharing programs at Carleton University.

Carpool Programs

Carleton University provides flexibility in parking permit options for those persons wishing to

organize/declare themselves as a carpool group. Parking permits may be shared among several vehicles

so long as all vehicles are registered under the permit holder‟s profile. Only one vehicle may be parked

on campus at any given time and the same permit must be shared between vehicles. Parking Services

does not maintain its own database for carpoolers - instead, we promote the services of a reputable third-

party to help users find carpool partners coming from their home location/area to Carleton University.

Users are encouraged to register for their ride-matching options within the City of Ottawa area at

eRideShare or OttawaRideMatch.com

eRideShare.com

OttawaRideMatch.com

*Carleton University provides these services as TDM options and accepts no liability whatsoever

for any issues arising from sharing rides.

Car-Sharing

In September 2009, Parking Services partnered with Vrtucar to make car-sharing available for members

on the Carleton University campus. Car-sharing is a service that provides its members with access to a

vehicle on an hourly basis. Members can reserve a vehicle online or by phone, choose the nearest

vehicle station based on their specific need and then simply drive away in the registered vehicle.

Parking Services provides Vrtucar the parking space for their car-share vehicle. Membership

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agreements are between the users and Vrtucar. More information on Vrtucar, can be found by visiting

their Website at www.vrtucar.com. Anyone who is 23 years of age or older and has a valid driver‟s

license may become a member with Vrtucar.

As identified in last year‟s DUS Annual Report, the U-PASS pilot was offered to all full-time Carleton

University and University of Ottawa students for $145/semester. The pilot, although met with some

opposition by some students, for the most part seems successful and will be offered again in September

2011. Despite the fact that every student was issued with a OC Transpo transit pass as part of their

tuition payment, student parking permit sales remained constant in 2010, compared to the 2009 “pre U-

PASS” era.

While Parking Services continues to examine alternate transportation strategies, the current service

levels offered by OC Transpo and the mindset of “personal vehicle over public transit” are issues that

prevent quick change and immediate acceptance of TDM initiatives. The only “driving” force and

controlling factor for parking vs. transit is price matching or premium (convenience) pricing for parking

on campus - and dependent upon future supply/demand, this strategy may need to be employed. Parking

Services continues to monitor the traffic and usage of parking lots/permit sales and is also constantly

gauging the needs of campus parking users. While presently there is adequate parking space inventory

on campus to meet demand, there may come a day when this space inventory is reduced and Parking

Services must be ready to respond by improving or creating new and innovative TDM programs to

address any short-coming. Partnerships with the City of Ottawa, OC Transpo, OttawaRideMatch.com,

eRideShare.com, and Vrtucar will be maintained and others will be formed in the coming years as

Parking Services continues its efforts to improve and deliver a quality parking experience to users.

Maintenance/Parking Infrastructure

Admin Parking Garage

In Summer 1999, during routine maintenance on the main Parking Garage, corrosion problems were

discovered and it was determined that major restorative work was needed to extend the garage's life an

estimated 20 years. Work performed over the past few years has been routine maintenance involving

level-by-level testing and annual membrane repair. This past year's repairs involved the removal and

replacement of sections of deteriorated concrete and curbs and membrane repairs on driving surfaces

and down ramps. Additional repairs were required to repair expansion joints and stair pans in the West

tower. This year and all subsequent year repairs will continue to focus on preventative maintenance of

the structure (i.e. membrane repairs, painting, etc.) with annual maintenance costs for the main Parking

Garage averaging $250,000 per annum. With the extended life expectancy of the parking garage already

half-exhausted, Parking Services is now reviewing the Campus Master Plan with Facilities

Management/Physical Plant to plan for a replacement structure – possibly one that will assist in

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addressing the needs of Athletics while also accommodating the present occupant load of the Admin

Parking Garage.

Library Parking Garage

Discovery of salt corrosion and drainage issues in the Library Garage in the winter of 2004 lead Parking

Services to engage the services of an architectural engineering consultant to ensure the structural

integrity of the Library Garage. This assessment revealed that although the garage is still in relatively

good shape, the drains and rubberized-asphalt membrane covering the cement slab drive/parking surface

were in need of repair. In response to this finding, drain pans have been installed to capture leaks from

the drains and some localized repairs around the drains have been performed. In 2011, the remaining

membrane surface on the Library Garage floor on levels 1 and 2 will be removed and concrete

assessed/repaired. As this repair is undertaken and following the completion of this work, a preventative

maintenance strategy will be continued whereby annual scheduled power-washing of the drive-surface

and flushing of the drains inside the parking structure is performed.

External Parking Lots

Carleton University has reached threshold for surface parking lots on campus and the existing footprint

of some parking lots are now being assessed as future building sites. As such, no major construction

activities have been undertaken or planned for surface parking areas. In the past year, asphalt (paved)

lots have been cold-patched and lines have been re-painted. This same maintenance strategy will be

used in years ahead so long as the paved lot surface does not wear-down to the point where cold-patch

and spot repairs are no longer effective. Repaving is planned for Lot 6 in fiscal year 2011/12. The

gravel parking areas on campus (Lots 7 and 14) continue to be managed with regular construction and

maintenance - Parking Services regularly monitors parking lot conditions in an effort to stay ahead of

complaints from parking patrons. During the past year, Facilities Management/Physical Plant and an

external contractor managed to maintain lot conditions with 2 major scheduled grading/compacting

operations in the Spring and Fall months.

Further Maintenance Plans for Fiscal Year 2011/2012 and Beyond: The following additional projects are proposed/scheduled for the 2010/2011 fiscal year:

Parking Signage - In Fiscal 2007/2008, funding was released for a new campus parking signage

strategy to be implemented in Parking Lot 2. This initial pilot/design did not complete until Fall

2008 but it was determined that this new sign standard will be used to replace the existing signs

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in all permit and visitor parking areas on campus. The next parking area that was selected for the

new branded signage was the Admin Parking Garage with signage being designed and installed

in May 2009. As funding permits, all other parking areas on campus will be re-signed with this

new branding.

This year and future years' building construction on campus has and will continue to reduce parking

space inventory. Parking Services will continue to perform usage studies and needs analysis over the

next few years to ensure that maximum optimization of use is obtained given the limited supply of

parking spaces on campus. Parking Services has consulted with Facilities Management/Physical Plant

as part of their construction planning efforts and is pleased to be gaining some additional parking

inventory:

A third parking garage (integrated) facility is currently under construction in the new “River

Building.” This construction will provide an additional 80-90 visitor spaces, serving staff and

visitor parking needs in the base of this new building.

Funding for a new/additional parking garage facility is being accumulated as a contribution to

surplus in Parking Services‟ annual budget. While there is no immediate demand for this

structure, consideration regarding the aging Admin Parking Garage facility and proposed

building footprints on Parking Lots 1, 2, 6 and 7 will propel this need within the next 3-5 years.

Parking Services is presently allowing accumulated surplus funds to grow and remain

unallocated so a funding source is available for this future parking structure.

Revenue Implications:

As identified above, the Campus Master Plan identifies several future building sites on existing parking

lots. As new buildings are constructed it will be necessary to build a new parking structure which will

cost in the order of $8 to $10 million for a 500-stall facility. The University would prefer to have an

accumulated surplus in the order of $5 million before starting construction.

Benchmarking:

In 2005, Parking Services entered into a benchmarking project. This process, guided by the Office of

Quality Initiatives (Office of the Vice-President of Finance and Administration), was aimed at

improving the way that Parking Services delivers its product/services and its goal was to assist the

division in developing and improving customer service performance. Improvements to customer service

offerings from Parking Services are still in development and the Office of Quality Initiatives has assisted

in the research and development of training programs and customer service standards for all means of

communication (i.e. counter service, telephone queries, and e-mail communication).

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Initial training was conducted in Fall 2007 and some early improvement was realized but

more work was required to fully complete the process and to obtain buy-in from all staff.

Further training was delivered by the Office of Quality Initiatives in Fall 2008 to the

Customer Service Representatives (2) and Shift Managers (5) to allow for their input into the

development of customer service standards and measures for the Parking Services Office.

Subsequent training has been provided to all new Student Safety Patrollers (SSPs) to

acquaint them with these standards and procedures.

New technology was introduced in the Parking Services Office in telephone systems and

reporting functionality. VOIP telephones provided by CCS were installed in October 2008,

complete with an ACD (automated call distribution) system and reporting interface.

o These reports provide real-time statistics and feedback to staff and management on

call volume and staff proficiency/efficiency in handling telephone calls/queries to

Parking Services.

In Fall 2010, Service Excellence Standards for the Department of University Safety were

developed with input from staff members in Parking Services, Patrol Services, and Technical

Services units.

Statistics released following the tabulation of the Carleton University Student and Staff Satisfaction

Surveys continue to provide some encouraging results for Parking Services with respect to

improvements in customer service. Early results indicate that customer service and response from

Parking Services to constituent issues is improving - a marked 2 point increase from the last survey

result! Discussion/Focus Groups conducted by the Office of Quality Initiatives with students, staff, and

faculty also provide Parking Services with feedback on satisfaction with service levels and offerings to

the Carleton University community by our staff. More work is required and improvements continue to

be made to the Parking Services operation.

In the upcoming year, additional training will be provided for Customer Service Representatives, Shift

Managers, and Student Safety Patrollers so that customer service offerings from Parking Services

continue to improve and remain consistent at all levels. Mystery shopping will also be conducted in

Parking Services by the Office of Quality Initiatives to test and measure service levels against

established customer service standards. Discussion/Focus Groups will continue to be held with

representatives from the student, staff, and faculty populations of the University campus to get a

“barometer” reading of their respective perceptions and parking experiences on campus. The true

purpose of this exercise is to learn from users of the system what Parking Services is doing well/not so

well and then take that information to consider and develop changes in our present service delivery

model that will improve our service and the quality of the parking experience for campus parking users.

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Technical Services

The Technical Services unit, located in room 1750 CTTC Building, is led by Manager Hugues

Jeansonne, and reports to the Operations Manager Brian Billings. The staff comprising the unit

possesses a wealth of technical and specialist knowledge in the area of security hardware. Technical

Services is responsible for the installation, monitoring, service and maintenance of all the Intrusion

Alarm, Closed Circuit Television (CCTV), Access Control and Assistance Phone systems across the

campus in addition to servicing and maintaining all equipment involved with the provision of parking

services.

Campus Security Systems

The Department of University Safety incorporates various safety features to ensure the effectiveness of

all security systems on campus. Current systems in place include a communications centre, enhanced

radio communication, building access control, CCTV systems, assistance phones and various alarm

systems and an Emergency Notification System.

The monitoring and coordination of response to all alarm systems on campus originates from the

Campus Safety Communication Centre. The Communication Centre has undergone recent upgrades to

add new technology, and networking capabilities. Additional upgrades are planned for the future, to

allow a more effective and secure platform for Departmental operations, especially in emergency

situations or during critical events. University Safety‟s network infrastructure was upgraded by CCS to a

more stable platform complete with redundancy. The new network infrastructure also includes secure

Virtual Local Access Network (VLAN) elements for safety critical systems and alarm systems. In the

event of emergency evacuation of the Communication Centre, the entire infrastructure of alarm

monitoring has the ability to be mobilized and relocated to a predetermined satellite station.

Advancements to radio communication procedures allow for quick and effective communication

between various groups on campus. Both Campus Safety Officers and Student Safety Patrollers use

radio to communicate with one another, but also to remain in contact with CUSERT (the Carleton

University Student Emergency Response Team). Radio equipment was recently upgraded to digital,

allowing better coverage and reception in most areas on campus. A campus coverage survey was

performed and equipment will be installed to ensure 100% coverage in all buildings, tunnels and surface

area.

Some buildings on campus are equipped with access control which allows buildings to be secured at all

times or at certain points during the day. The legacy systems in place on campus which are responsible

for building controlled spaces are InfoGraphics, Kantech (ADT), and Delta. However, a new system, the

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CBORD system, has been introduced in 414 locations, and will eventually replace existing legacy

systems.

The new CBORD system allows for the use of a Campus Card to enter certain buildings on campus

which are otherwise secured. The Campus Card system is synchronized with the Banner database,

therefore the privileges which students have to access certain buildings can be changed as their student

status changes. This system is especially useful in the residence community where students are only

allowed access to the floor on which they reside. Another benefit of this system is the ability for users to

deactivate their campus card online, should it become lost. Currently, the CBORD system controls and

monitors over 400 locations on campus. The system has over 10000 valid users, granting an average of

350000 access requests per month, while declining an average of 20000 access requests by invalid users.

The Department of University Safety hopes to deploy this system across campus to all of the buildings.

Departments and services on campus can arrange to have a specific area or item monitored by alarm

through the creation of an account with Technical Services. In 2010, 11 new accounts were created, and

11 new alarms installed. The total number of accounts across campus now stands at 467, which covers

over 3500 active alarm zones. Each alarm system reports using digital secure components (DSC). Video

verification for intrusion alarms is now being used, and is an integral part of the Department of

University Safety‟s campus security system, as it allows video capture at the activation of any alarm.

This, in turn, allows the dispatcher to determine the immediate priority of the call and is an important

feature in officer response safety. All cameras are networked and interconnected creating a web of

video for Safety monitoring. Over 20 new surveillance cameras were installed in 2010, bringing the total

number of cameras on campus close to 380.

Located at various points around campus are exterior yellow assistance phones. Accessible to anyone,

these phones have the ability to connect directly to a dispatcher at the Communication Centre when

activated. They are highly visible, with bright blue lights which gleam at night, and are designed to be

user friendly. Most models have a camera attachment located on the top of the phone. The cameras

record at all times but are programmed to focus in on the phone when activated. This allows the

dispatcher at the Communication Centre to witness the incident first hand and provide the most

appropriate assistance. Currently the campus has over 24 exterior assistance phones.

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2010 Summary of Campus Crime Statistics

Crime/Offence 2010 2009 2008 2007 Increase 2010 Decrease 2010

Calls for service 60056 47245 49225 40998 12811

Incidents investigated 4542 3579 3396 3641 963

OPS Reports filed 460 421 150 152 39

THEFT

Over $5,000 [University]

3

5

1

5

2

Over $5,000 [Private] 3 3 2 1

Under $5,000 [University] 30 31 31 23 1

Under $5,000 [Private] 236 253 154 175 17

Motor vehicle 3 2 2 1 1

BREAK AND ENTER

University property

1

1

1

4

Private property 1 1 2 1

ASSAULT

Assault Level 1 [common]

23

18

23

25

5

Assault Level 2 3 0 0 2 3

Sexual Assault Level 1 1 2 7 10 1

Sexual Assault Level 2 0 0 0 1

Aggravated Sexual Assault 0 0 0 1

Indecent Act 1 1 1 4

MISCHIEF/Property Damage

Over $5,000 [University]

1

4

0

0

3

Over $5,000 [Private] 0 0 0 1

Under $5,000 [University] 61 44 35 59 17

Under $5,000 [Private] 26 34 15 17 8