Public Safety Communications (1240B)

Program Outcome Statement

To provide excellent Police, Fire, and Medical emergency dispatch and communications services by acting quickly and decisively in order to achieve safety and quality of life for those we serve.

Program Services

  • Operation Center Services
  • Program and Customer Services
  • Support Services

Overview

Public Safety Communications' (PSC) core mission is to provide 9-1-1 emergency and non-emergency public safety answering/call-taking services. PSC serves Fire, Law Enforcement, and Emergency Medical agencies by obtaining information needed from those who call for assistance and relaying information to field responders. Communications Center staff assess the situation at hand, dispatch the appropriate resources and track all activities of the caller and responders. Program and Customer Services serve the mission by providing specialized technology that is maintained by highly trained department personnel. This equipment facilitates efficient use by 9-1-1 Dispatchers and provides interfaces to technology in the field for first responders. In addition, Program Managers and Supervisors liaison to over 50 customer and allied agencies and respond to inquiries or comments from the public. Support Services provides the needed backbone of the Department, facilitating administration, training, and quality assurance.

Percent of High Priority 9-1-1 Calls Processed Within Established Timeframes Steady

Customer Service Feedback Rated as Excellent Decreasing


9-1-1 Calls Received, Answered Within 10 Seconds Steady

FY 2015-16 Mid-Year Story Behind Performance

he Department has identified the following departmental goals for the two year period that spread across all program service areas.
Operations Center Services
Employee performance and customer satisfaction is one of the highest priorities of the department. This starts with efforts to raise and stabilize staffing levels in the Dispatch Center. Our goal to recruit,select and hire new staff continues to achieve success by hiring 20 new employees by the end of the FY 13-15 budget cycle. PSC training staff continues to conduct outstanding academic and on-the-job training, thus retaining new employees,resulting in the gradual up-staffing in the Communications Center. Shift Supervisors are still required to workin the Dispatch Center, minimizing consistent performance feedback to staff. To remedy this, public, customer and other methods of feedback, are provided by the Personnel Services Manager who meets with employees on all shifts. These meetings engage staff in department initiatives, performance feedback and career development planning.
Program and Customer Services Customer Service
PSC’s continues high commitment towards customer satisfaction which reflects in over 10 years of respondents rating our services as good to excellent in all areas. In addition, PSC continues to surpass compliance standards set by the National Academy of Emergency Dispatch for Emergency Medical call-taking. In April, PSC received its third re-accreditation as a Center of Excellence. Achieving this goal has put PSC in a distinguished status of remaining accredited for 10 consecutive years, being one of 141 Dispatch Centers World Wide and 1 of 12 within the State of California.
Support Services
Significant upgrades of the existing 9-1-1 Center facility have taken place to keep the Center running while awaiting the construction ofa new facility. The design,requirements and construction need for the new emergency communications andoperations facility are well underway. In the meantime, PSC staff will design a Client Committee of internalstaff and start precedent site visits of like agencies in an effort to garnish best practices for new facilities.

Future Priorities

  • PSC’s goal to recruit, select and hire new staff continues to progress, with the addition of 11 new dispatchers and an additional 4 to start early in FY 15-16. Approximately half of these new employees have completed both the academic and on-the-job training, while the remaining group is anticipated to complete the program in the first quarter of FY15-16.
  • Managers have aggressively addressed employee performance and career planning with 90% of the organization receiving annual evaluations. This trend will continue towards our goal of100% with the increase in staffing levels allowing Supervisory personnel to assume these responsibilities, with regular one-on-one meetings with all personnel.
  • Customer service feedback continues to be rated as high, while the Operations Manager works with agency representatives to mitigate inquiries refine policy and procedure and create operational plans for new events and programs.
Author: Sue Anderson, Assistant Director of Public Safety Communications     Contact Email: sanderson@smcgov.org
Updated: 01-29-2016