HAYWARD
CITY COUNCIL
MEETING
NOVEMBER 15, 2022
PRESENTATIONS
WORKKSESSION
ITEM #14
WS 22-03737
DISPATCH NEEDS ASSESSMENT
AND CAPACITY IMPROVEMENT
Hayward Police Department Year-End Report
1 Dispatch Needs Assessment and Capacity
Improvement: Presentation of Consultant
Evaluation and Recommendations
City Council Work Session, November 15, 2022
Kelly McAdoo, City Manager
Garrett Contreras, Fire Chief
Bryan Matthews, Acting Police Chief
Hayward Police Department Year-End Report
2 Presentation Outline
Background
Dispatch Needs Assessment
HEART Program Data Analysis Recommendations Report
Next Steps
2 Hayward Police Department Year-End Report
3 Background
• July 2020: Council directs staff to conduct community engagement following George Floyd's murder
• Fall 2020: Community Conversations &Survey
• Spring 2020: Public Safety Policy Innovation Workshop to address concerns raised in community engagement
• May 2021: Council directs staff to implement 9 recommended pilot projects • One of these projects was the Dispatch Needs Assessment and Capacity Improvement Plan (Needs Assessment) to support the new public safety projects and initiatives • October 2021: City entered into a contract with Federal Engineering Consulting (FE) to conduct Dispatch Needs Assessment
3 Hayward Police Department Year-End Report
4 Dispatch Needs Assessment Recommendations
Presentation by Federal Engineering
4 Hayward Police Department Year-End Report
5 Dispatch Needs Assessment
High-Level Strategic Implementation Plan
5 Facility
Technology
Protocol
Training
Staffing
Governance/
Organizational
Structure
Hayward Police Department Year-End Report
6 1. Staffing
• Recommendation to increase staffing from 33 positions to 62 HCC employees with turnover factored in to support current workload • Currently 24 of the 33 authorized positions are filled • 38 additional staff are required to achieve FE’s recommended staffing level Increase Overall Staffing
• A minimum staffing complement of eight employees on duty at all times, and ten employees on duty during peak time hours in the HCC Establish Minimum and Optimum Staffing Levels:
Hayward Police Department Year-End Report
7 Current Efforts to Address Staffing
• Staff has already begun implementing changes to assist with recruitment and testing for dispatcher candidates
• Council approved a hiring bonus and incentive program, which staff has implemented using salary savings
• A process mapping workgroup was assembled with representatives from Dispatch, Human Resources, HFD, and HPD
• Analysis of the existing recruitment process and collaborative discussions showed areas where the recruitment and testing process can be streamlined for efficiency
• The work group will continue to identify ways to improve and bolster recruitment processes to streamline and produce the highest quality candidates possible
7 Hayward Police Department Year-End Report
8 2. Training
Fill Administrative Supervisor role immediately
Implement full academy/classroom training program for
new recruits
Implement continuing education & professional
development program for all staff
Implement full QA/QI program, along with a
Coordinator position assigned to deliver the program
Hayward Police Department Year-End Report
9 3. Call Processing Protocol Implementation
Procure and implement a structured, commercial call-
taking and dispatch protocol for Medical, Fire, and
Police calls
Implement full medical call-taking in HCC once staffing capacity begins to increase
Hayward Police Department Year-End Report
10 4. Technology
Work toward accelerated implementation of call-taking and dispatch software and programs
Design and implement a two-way CAD to CAD interface between HCC and ACRECC for medical call information
Review and revise incident types/CAD codes for Behavioral Health Project (as part of data mining and reporting, and risk assessment/protocol creation)
Explore major case management software for HEART that enables data entry from all units/agencies and can provide statistical dashboard of outcomes
Hayward Police Department Year-End Report
11 5. Governance/Organizational Model
Move HCC management out of Support Services Manager
portfolio
Work towards an independent Communications Center with
its own leadership and support model
Communications Center Administrator be provided the
authority and autonomy to make operational decisions for the Call Center
Create governance model where equal representation of
Public Safety agencies exists, and additional internal and external stakeholders are included
Hayward Police Department Year-End Report
12 6. Interim Facility Recommendations
A redesign/reconfiguration of current set up in the HCC is necessary to add more workstations for additional staffing positions A back up facility is necessary as soon as possible
A training room with workstations and HCC technology – CAD, phone, radio, is necessary for recruit training/classroom academy training
A private room for Supervisors for ‘one-on-one’ meetings or coaching conversations
Hayward Police Department Year-End Report
13 Staff Recommendations for Prioritized Implementation • Staffing is at critical levels; immediate priority is to increase staffing levels to support workload
• Implementation of additional training
• Implementation of Emergency Medical Dispatch protocols and training
• Implementation of QA/QI program with Coordinator
Hayward Police Department Year-End Report
14 Staff Recommendations for Prioritized Implementation Recommendation Fiscal Impact
Staffing is at critical levels; immediate priority is to increase staffing levels to support workload and implementation of new protocols
• 2 Communications Operators ($164,316 each)
• 4 Call Taker positions ($141,588 each) $894,984
Implementation of QA/QI program with Coordinator $170,000 Implementation of additional training $20,000
Implementation of Emergency Medical Dispatch protocols and training To be determined Total $1,084,984
Hayward Police Department Year-End Report
15 HEART Program Data Analysis Recommendations
Presentation by Federal Engineering
15 Hayward Police Department Year-End Report
16 Workshop Outcomes and Recommendations
MENTAL HEALTH CALL
ASSESSMENT
DATA REPORTING AND
SHARING
SYSTEMS MAPPING
DIVERSION OF ELIGIBLE
CALLS
Hayward Police Department Year-End Report
17 Systems
Mapping
Recommendation 1: MET/MIHU work together
to determine and formally delineate their roles
to ensure efficient service delivery and to
prevent duplication of services.
Recommendation 2: Identify method for
diversion process at HCC call answer and triage
point
Recommendation 3: Complete a systems-
mapping exercise to determine HEART program
long-term approach and integration of HCC and
diversion at the point of dispatch
Hayward Police Department Year-End Report
18 Mental
Health Call
Assessment
Recommendation 4: Create policy and
procedure, along with training, for
HCC staff to triage behavioral health
calls in initial call-taking process
Hayward Police Department Year-End Report
19 Diversion of
Eligible Calls
Recommendation 5: Identify which calls (if any) will
be eligible for diversion to HMET and/or MIHU
response
Recommendation 6: Ensure data inputs and
disposition codes accurately reflect behavioral
health response
Recommendation 7: Implement robust training for
HCC staff and clinicians
Recommendation 8: Create and implement a quality
assurance and quality improvement process for
HEART
Hayward Police Department Year-End Report
20 Data
Reporting
and Sharing
Recommendation 9: Assign a Data Analyst
position exclusively for the support and
success of HEART
Recommendation 10: Create a process for
data reporting and sharing to bridge the
gap between HMET and MIHU and
eliminate siloed services and approaches
within the HEART program.
Hayward Police Department Year-End Report
21 HEART Program Next Steps
Set up a working group that will:
1. Determine whether HEART goals (HMET and MIHU) will be crisis response or dispatch diversion
2. Conduct a systems mapping exercise to identify who responds to certain calls for service
3. Create a “mutually agreed to” call evaluation matrix that assesses risks for identified call types
4. Investigate a dashboard program that meets the data mining needs for stakeholders
Hayward Police Department Year-End Report
22 Timeline to Implementation
• November: Council work session
• January/February: Council to approve final recommendations and any budget requests
• Early 2023: Implementation begins
Staff will continue to implement changes to assist with recruitment and testing for dispatcher candidates to address critical staffing shortages Hayward Police Department Year-End Report
23 Work Session Format
• Public Comments
• Council Questions and Discussion
PUBLIC HEARING
ITEM #15
PH 22-062
RETIREE HIRING EXCEPTION
CALPERS 180-DAY WAIT
PERIOD
Kelly McAdoo, City Manager Acting Chief Bryan Matthews
City Manager’s Office Hayward Police Department
CalPERS Retired Annuitant Program
–
-
Guidelines for Employment After Retirement
Need for Exception (Communications
Center Vacancies)
–
Overview
Proposed Council Action
–
Approve an exception to the 180
-
day wait period
Discussion
Vacant Positions
• Retirees may be appointed to an interim position by the governing body of an employer, as authorized by Government Code sections 7522.56 and 21221(h)
960
-
Hour Limit
• The hours worked cannot exceed 960 hours in a fiscal year (July 1 through June 30)
180
-
Day Wait Period Requirement
• Y ou cannot be employed as a retired annuitant for a period of 180 days after your retirement date, unless you qualify for one of the following exceptions.
Exception
• Before beginning work, the employer must
certify the nature of the employment and that the
appointments are necessary to fill critically
needed positions.
• The appointments must be approved by the
employer’s governing body, in a public meeting,
and as an action item, rather than on a consent
calendar.
Communication Center Staffing
• 19 authorized positions, 5 vacancies
• 7 call taker positions, 5 vacancies
• Critical need to maintain staffing levels
Loss of 2 Additional Comm Ops
• Additional mandated overtime
• Increased Response Times
• Reduced Morale
• Authorize the appointment for Extra Help
positions (Retired Annuitants)
• Approve an exception for retiring Hayward
Communication Operators to return to work as
Retired Annuitants prior to the required CalPERS
180-day wait period
• If approved the resolution will be effective
01/01/2023