Close to Target

% of 911 Calls answered in 20 seconds or less

Target

Answer 95% of all 911 calls in 20 seconds or less.

Analysis

DECC saw an increase of call volume this month. Compared to June 2020, there were 6,823 more total calls received in June 2021. 

9-1-1 Call volume exceeded the six-year average (2016-2021) for June which is 25,466. In June 2021 there were 25,871 9-1-1 calls. The average daily 9-1-1 call count (862) was the highest it has been since November of 2019 (888).

Additionally, newly released staff will take longer to process calls than experienced staff who they are replacing. 

Next Steps

Action plan for 2021 is to continue to hire and train additional personnel to fill all full-time operations vacancies. It is critical that more staff are added to meet this measure. This is to be accomplished in three primary ways:

1. Hire and train new entry-level, full-time 9-1-1 Call Takers.

2. Hire and train 9-1-1 Dispatchers who have experience and certifications from other agencies.

3. Cross train current 9-1-1 Call Takers and Radio Dispatchers to expand their skillset and prepare them for promotion.

The last 2020 9-1-1 Call Taker academy began on October 19, 2021 and consisted of four full-time employees. One of the employees has resigned. Two of the three remaining employees were released to work independently in April 2021. The third was released on May 20, 2021.  

The first 2021 9-1-1 Call Taker academy began January 19, 2021 and consisted of four call takers. All of these call takers have been released to work independently. The last was released on June 11, 2021.

The second 2021 9-1-1 Call Taker academy began April 12, 2021. This academy includes three call takers. One of the employees has resigned. The remaining two call takers have transitioned to the live call taking portion of their training. 

The third 2021 9-1-1 Call Taker academy will begin on July 6, 2021. There are four Call Takers in this academy.

It is anticipated that there will be 1-2 more 9-1-1 Call Taker academies in 2021 with four 9-1-1 Call Takers in each. 

DECC is in the process of hiring several other positions, including Dispatchers, Certified Training Operators, part-time Call Taker, Part-time Dispatcher, and Training Analyst.

Status Indicators: On Target On Target | Close to Target Close to Target | Needs Improvement Needs Improvement | Target Pending Target Pending