DCC · apple valley burnsville dakota county rosemount south st. paul wes t st. pa ul eagan farmington hastings inver grove heights lakeville mendot a heights members: 9-1-1. 10-Digit

MEMORANDUM

To: Board of Directors, Executive Committee, Joint Operations Committee and DCC StaffFrom: Executive Director Tom FolieDate: 1/9/2019Subject: Dakota Communications Center Monthly Statistics -

The DCC reviews monthly activity and performance based on measurements approved by the Board ofDirectors. Activities measured are call pickup, call processing and emergency medical dispatch (EMD).

●●

●

●

●Total compliance was 94.16%.

Below is an overview of DCC performance.

Fire/EMS CAD EventsLaw Enforcement CAD Events911 Calls

Fire/EMS CAD EventsLaw Enforcement CAD Events911 Calls

December 2018

EMD Total compliance standards were met for November. Case entry was 91.08%.

Call pickup times were met with 84% answered within 7 seconds, 94% within 10 seconds and 100% of calls answered within 20 seconds.NFPA Standard for fire call processing: 100% of Structure Fire calls were processed within 64 seconds.

Priority Law call processing times, with the exception of weapons, met standard with an average creation time of less than 55 seconds.

2017Comparisons

"All Other Fire Calls" were processed with 74% within 64 seconds and 92% within 106 seconds.

YTD

168,362 168,871

2018

There were 23,720 calls received and 27,091 CAD events.

311,51627,021

13,50824,8382,253

2018YTD

300,20324,845

14,10823,9342,272

2017

DAKOTACOMMUNICATIONS

CENTER 911DCC2860 160th street w. rosemount, mn 55068t: 651-322-1900f: 651-322-2334www.mn-dcc.org

apple valleyburnsvilledakota county

rosemountsouth st. paulwest st. paul

eaganfarmingtonhastings

inver grove heightslakevillemendota heights

members:

9-1-110-Digit AdminTOTAL

* Individual agency CAD events are listed at the end of this report.

8%27,0212,253

311,51624,838

92%

27,091 Total

338,537 Year to Date % of Calls

Wireline

57%

Incoming Calls

WirelessTotal Calls

MonthYear to Date

1,974 43%

11,534 13,508

23,720 10,212

CAD Events*

Law Enforcement Fire/EMS

Wireline15%

Wireless85%

24,838

2,253

Monthly CAD Events


311,516

27,021

Year to Date CAD Events


9-1-157%

10-Digit Admin

43%

DCC Standard: 80% of incoming calls answered within 7 seconds90% of incoming calls answered within 10 seconds95% of incoming calls answered within 20 seconds

This performance standard is based on the nationally recognized National Emergency Number Association (NENA) standard of 90% of incoming calls answered within 10 seconds and 95% of incoming calls answered within 20 seconds.

9-1-1 Call Pick-Up Performance

84%

94%

100%

70.00% 75.00% 80.00% 85.00% 90.00% 95.00% 100.00%

Call Pick-Up Times

Within 20 Seconds

Within 10 Seconds

Within 7 Seconds

NFPA Standard for Structure and All Other:90% of calls processed within 64 seconds95% of calls processed within 106 seconds

NFPA Standard for PI Accidents with Confirmed Entrapment and Exception Calls:90% of calls processed within 90 seconds99% of calls processed within 120 seconds

Fire Call Processing Times

Fire call processing times are measured from the time the telephone rings through completion of the initial dispatch, often referred to as "ring to ding". DCC standards are taken from the NFPA standard 1221.

Average processing time for non-exception structure fires was 47 seconds. Average call received to pending for all other fire was 54 seconds. Average from received in pending to dispatched was 11 seconds.

Exception Calls include HAZMAT, Water or Ice Rescue, EMD #22, when there is the need for TTY, use of Language Line or where there are difficulties determining a location. (Any call included in the exception category due to location difficulty has been reviewed.)

100%

74%82% 77%

Structure Fire Calls All Other Fire Calls

Percent of Structure and All Other Calls Processed within 64 Seconds

December YTD100%

92%98% 92%

Structure Fire Calls All Other Fire Calls

Percent of Structure and All Other Calls Processed within 106 Seconds

December YTD

100%84%

Exception Calls

Percent of Exception Calls Processed within 90 Seconds

December YTD100%

90%

Exception Calls

Percent of Exception Calls Processed within 120 Seconds

December YTD

DCC Standard: Average total creation time of 55 seconds or less for the following incident typesAssaults Fights RobberiesDomestics Personal Injury Accidents Weapons

As there is not currently a designated national standard, the Law Enforcement Operations Committee has designated a standard that identifies certain priority one call types that should be created within 55 seconds on average. The dispatching of priority one calls varies based on individual agency protocol so it is not considered in the standard.

Law Enforcement Call Processing Times

5

15

25

35

45

55

65

75

85

95

Assault Domestic Fight PI Accident Robbery Weapons All

Seco

nds

Priority Calls

Create Times for Priority Law Calls

Jan

Feb

Mar

Apr

May

June

July

Aug

Sep

Oct

Nov

Dec

0

10

20

30

40

50

60

70

Assault Domestic Fight PI Accident Robbery Weapons All

Seco

nds

Average Call Processing Time by Priority

Dec

YTD Average:

DCC Standard: 95% Case Entry Compliance90% Total Compliance

Emergency Medical Dispatching is a call processing protocol used to determine the severity of medical emergencies. The EMD protocol determines level of response by local providers while enabling the dispatcher to offer pre-arrival instructions to the victim. The performance standard is based upon Priority Dispatch Quality Assurance (Pro-QA) guidelines.

Emergency Medical Dispatching

91% 92%94%

97%

70%

75%

80%

85%

90%

95%

100%

Monthly EMD Protocol ComplianceCase Entry Total

96%98%

96%98%98%

100%

96% 97%

74%

95%

92%

98%

93%

99%

91%

97%

93%

99%

94%

97%

93%

97%

91%

94%

70%

75%

80%

85%

90%

95%

100%

Case Entry Total

Percent of Compliance

Jan

Feb

Mar

Apr

May

June

July

Aug

Sep

Oct

Nov

Dec

Dakota Communications Center Monthly Statistics

Jan Feb March April May June July August Sept Oct Nov Dec Totals

Apple Valley *51,338Law Enforcement 2774 2,271 3,075 2,560 3,096 3,165 2,985 3,151 2,947 3,189 2720 2654 34,587

Fire/EMS 167 161 136 168 169 171 174 164 178 172 183 192 2,035

Burnsville *61,849Law Enforcement 2,955 2,835 3,208 3,219 3,444 3,560 3,719 3,203 3,112 2,996 2777 3035 38,063

Fire/EMS 660 548 564 554 604 570 578 589 549 544 537 595 6,892

Dakota County * 18,558Law Enforcement 2,077 1,772 2,111 1,922 2,322 2,211 2,361 2,100 2,260 1,978 1896 1994 25,004

Community Corrections 61 61 84 112 159 124 71 53 70 57 78 67 997

Eagan *68,223Law Enforcement 4,399 3,808 4,185 4,163 4,687 4,412 4,260 4,550 4,168 4,102 4,103 4397 51,234

Fire EMS 202 151 125 252 258 281 263 278 259 238 273 285 2,865

Farmington *22,343Law Enforcement 837 667 844 781 1,076 1,008 1,008 1,044 919 874 931 969 10,958

Fire EMS 73 42 58 60 74 52 68 61 65 67 60 61 741

Hastings *22,400Law Enforcement 1,110 1036 1,208 1,144 1,406 1,369 1,414 1,440 1,151 1,014 1009 1044 14,345

Fire EMS 313 287 303 280 303 253 319 308 311 268 288 286 3,519

Inver Grove Heights *34,999Law Enforcement 2,645 2,253 2,602 2,429 2,679 2,610 2,505 2,527 2,162 2,243 2152 2082 28,889

Fire EMS 141 118 123 117 140 127 136 139 123 138 127 120 1,549

Lakeville *60,965Law Enforcement 3223 3,048 3,705 3,251 3,939 3,675 4,165 3,586 3,225 3,192 3610 3657 42,276

Fire EMS 131 119 108 107 127 146 132 136 132 136 113 106 1,493

2018

Jan Feb March April May June July August Sept Oct Nov Dec Totals

Mendota Heights (Includes Mendota and Lilydale) *12,367Law Enforcement 773 644 758 833 1111 991 991 1031 911 967 779 686 10,475

Fire EMS 15 16 19 22 19 34 23 36 28 37 29 18 296

Miesville FireFire EMS 13 6 5 8 11 10 11 14 7 4 5 3 97

Randolph-Hampton FireFire EMS 12 20 9 17 10 11 22 15 13 22 9 13 173

Rosemount *22,559Law Enforcement 1,278 1,006 1,300 1,310 1,318 1,314 1,336 1,303 1,413 1,084 1125 1093 14,880

Fire EMS 83 52 60 74 69 75 69 72 65 56 68 62 805

South St. Paul *20,407Law Enforcement 1,625 1,532 1,905 1,739 1,995 2,141 1,909 1,892 1,846 1,644 1563 1791 21,582

Fire EMS 231 158 211 214 272 228 215 237 222 221 189 200 2,598

West St. Paul (Includes Sunfish Lake) *21,409Law Enforcement 1,584 1,426 1,523 1,494 1,725 1,665 1,600 1,613 1,410 1,460 1357 1369 18,226

Fire EMS 327 265 328 375 325 352 370 311 344 323 326 312 3,958

Law Enforcement Total 25,341 22,359 26,508 24,957 28,957 28,245 28,324 27,493 25,594 24,800 24,100 24,838 311,516 Fire EMS Total 2,368 1,943 2,049 2,248 2,381 2,310 2,380 2,360 2,296 2,226 2,207 2,253 27,021

*Population per Census Bureau, based on Metro Council website information (www.metrocouncil.org).

Population counts based on 2016 data

* Dakota County Population reflects service area for Sheriff's patrol function.

Nature of Concern

Monthly

Total

Coaching

Training Unfounded Exonerated Discipline Other Technology

Assignment 1 1

Coding 0

Incorrect Information 0

Policy/Procedure 0

Professional Conduct 0

Timeliness 13 13

Questions 0

Other 0

Total: 14

Compliments 0

Assignment:

Coding:

Incorrect Information:

Policy Failure:

Timeliness:

Questions:

Compliment:

Coaching/Training: The issue was handled in the supervisory subordinate relationship as coaching or traninng.

Unfounded: The action leading to the concern or allegation did not occur.

Exonerated: The action leading to the concern or allegation did occur, but was found to be proper performance.

Discipline: A formal personnel action was taken in response to the concern or allegation.

Other: Insufficient information available to establish facts of issue.

Technology: The action leading to the inquiry did occur, but was found to be due to a technology complication.

Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs?

Did the DCC fail to process an incident or provide information in a timely manner?

A question from the public or an agency relating to the policies or procedures of the DCC.

Communications from an external source complimenting the DCC on service provided.

Dispositions:

DCC Service Issues-Fire/EMS December, 2018

Dispositions

Definitions:

Did the DCC fail to send the correct resources?

Did the DCC fail to code the event correctly?

Did the DCC fail to provide correct information or provide incorrect information?

DCC Service Issues-Fire/EMS-2018

Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Total

Nature of Concern

Assignment 1 0 1 1 1 0 2 4 1 2 1 1 15

Coding 1 0 0 0 0 2 2 3 0 1 0 0 9

Incorrect Information 0 1 2 0 0 1 1 2 0 0 0 0 7

Policy/procedure 0 0 1 0 1 0 0 0 0 0 0 0 2

Professional Conduct 1 0 0 0 0 0 0 0 0 0 0 0 1

Timeliness 2 0 0 0 0 1 11 14 9 8 11 13 69

Questions 0 0 0 0 0 0 0 1 0 0 0 0 1

Other 0 0 0 0 0 1 0 0 0 2 0 0 3

Total: 5 1 4 1 2 5 16 24 10 13 12 14 107

Compliments 0 1 0 0 2 0 0 0 0 1 0 0

Disposition 0 C/T U E D O T

Assignment 15 10 1 3 1

Coding 9 4 1 3 1

Incorrect Information 7 4 3

Policy/procedure 2 1 1

Professional Conduct 1 1

Timeliness 69 7 1 22 1 1 1

Questions 1 1

Other 3 1 1 1

Total: 107 28 4 33 1 1 4

Assignment: Did the DCC fail to send correct resources?

Coding: Did the DCC fail to code the event correctly?

Incorrect Information:Policy Failure:

Timeliness:

Questions:

Compliment:

Coaching/Training: The issue was handled in the supervisory subortdinate relationship as coaching or traninng.






Dispositions:

Definitions:

Did the DCC fail to provide correct information or provide incorrect information?Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs?




Nature of Concern

Monthly

Total

Coaching

Training Unfounded Exonerated Discipline Other Technology

Assignment 0

Coding 0

Incorrect Information 0

Policy/Procedure 4 4

Professional Conduct 1 1

Timeliness 2 1 1

Questions 0

Other 0

Total: 7

Compliments 1

Assignment: Did the DCC fail to send the correct resources?

Coding: Did the DCC fail to code the event correctly?

Policy Failure:


Timeliness:

Questions:

Compliment:

Coaching/Training: The issue was handled in the supervisory subordinate relationship as coaching or traninng.








Dispositions:

DCC Service Issues-Law Enforcement December, 2018

Dispositions

Definitions:

Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs?



Jan Feb Mar Apr May June July Aug Sep Oct Nov Dec Total

Nature of Concern

Assignment 0 0 0 0 0 0 0 1 0 0 0 0 1

Coding 0 0 1 1 0 0 0 0 0 0 0 0 2

Incorrect Information 4 1 1 1 4 0 1 1 1 2 3 0 19

Policy/Procedure 1 0 1 3 1 1 0 0 0 0 0 4 11

Professional Conduct 0 0 0 0 0 0 0 1 0 0 0 1 2

Timeliness 3 1 0 0 0 1 1 1 0 1 1 2 11

Questions 1 0 0 0 0 0 0 0 0 0 0 0 1

Other 0 0 0 0 0 0 0 0 0 0 1 0 1

Total: 9 2 3 5 5 2 2 4 1 3 5 7 48

Compliments 3 1 1 0 3 0 1 1 0 0 0 1

Disposition 0 C/T U E D O T

Assignment 1 1

Coding 2 1 1

Incorrect Information 19 13 4 1 1

Policy/procedure 11 9 1 1

Professional Conduct 2 1 1

Timeliness 11 5 3 1 1 1

Questions 1 1

Other 1 1

Total: 48 32 4 7 1 2 2

Assignment:

Coding:


Policy Failure: Issue or concern based upon established DCC policy or procedure. Does the policy serve the DCC and agency needs?

Timeliness:

Questions:

Compliment:

Coaching/Training:

Unfounded:

Exonerated:

Discipline:



DCC Service Issues-Law Enforcement-2018

Definitions:

Dispositions:

Did the DCC fail to send the correct resources?

Did the DCC fail to code the event correctly?





A formal personnel action was taken in response to the concern or allegation.

The action leading to the concern or allegation did occur, but was found to be proper performance.

The action leading to the concern or allegation did not occur.

The issue was handled in the supervisory subortdinate relationship as coaching or traninng.

Documents

DCC · apple valley burnsville dakota county rosemount south st. paul wes t st. pa ul eagan farmington hastings inver grove heights lakeville mendot a heights members: 9-1-1. 10-Digit