APCO CONSULTING
SERVICES
City of Marysville, CA
Marysville, CA
Consolidations Feasibility Assessment
Submitted to:
Jim Schaad
City Manager
November 12, 2021
1 Table of Contents
Training and Certification.................................................................................................................. 4 GovernmentRelations........................................................................................................................ 4 SpectrumManagement ...................................................................................................................... 4 StandardsDevelopment ..................................................................................................................... 4 Agency Training Certification Program ............................................................................................. 4 Staffing and Retention........................................................................................................................ 5 Cybersecurity and Next Generation 9-1-1 .......................................................................................... 5 I. Mission ................................................................................................................................... 5 II. Vision ..................................................................................................................................... 5 III. TheReviewTeam ................................................................................................................... 6 IV. Statement of Work................................................................................................................... 6 V. Deliverables............................................................................................................................ 7 VI. Methodology .......................................................................................................................... 7 VII. Project Experience ................................................................................................................... 8 APPENDIX A................................................................................................................................. 10 APPENDIX B................................................................................................................................. 19 3 EXECUTIVE DIRECTOR
CHIEF EXECUTIVE OFFICER
Derek K. Poarch
[email protected]
HEADQUARTERS
J. Rhett McMillian, Jr. Building
351 North Williamson Boulevard
Daytona Beach, FL 32114-1112
386-322-2500
EXECUTIVE OFFICES
Gregory T. Riddle Building
1426 Prince Street
Alexandria, VA 22314
571-312-4400
www.apcointl.org
BOARD OF DIRECTORS
2021 – 2022
EXECUTIVE COMMITTEE
President
Jason E. Kern, CPE
[email protected]
First Vice President
Angela R. Bowen, RPL, CPE
[email protected]
Second Vice President
Becky Neugent
[email protected]
Immediate Past President
Margie Moulin, RPL, CPE
[email protected]
East Coast Region
David D. Dodd, RPL
Charlene A. Fisk, RPL, CPE
Gulf Coast Region
Stephen P. Martini, RPL
Jack Varnado, RPL
North Central Region
Michael R. O’Connor
Jay D. Somerville
Western Region
Jennifer Reese, CPE
Melissa Stroh
Commercial Advisory Council
Derrick Duggins
November 12, 2021
Jim Schaad
City Manager
City of Marysville
526 C Street
Marysville, CA 95901
Re: APCO Consulting Services
Dear Mr. Schaad
The Association of Public-Safety Communications Officials (APCO) International appreciates the opportunity to provide this proposal to the City of Marysville for a Consolidation Feasibility Assessment. The assessment will include findings and recommendation based on industry standards and best practices.
APCO supports agencies around the World grappling with the industry's most challenging issues by delivering a variety of resources and engaging in the latest research to find common solutions. APCO offers a wide array of resources including, but not limited to, subject matter expertise and public safety communications issues assistance.
The principal point of contact for this proposal is as follows:
Megan Bixler
Technical Program Manager
APCO International
571-289-7402
On behalf of the APCO Consulting Services (ACS) team, thank you for your consideration. Our consulting services are customized to meet your needs, and should we be selected, we look forward to working with the City of Marysville team.
Megan Bixler
Technical Program Manager
APCO International
4 The Association of Public-Safety Communications Officials (APCO) International is the world’s oldest and largest organization of public safety communications professionals and supports the largest U.S. membership base of any public safety association. It serves the needs of public safety communications practitioners worldwide - and the welfare of the general public as a whole – by providing complete expertise, professional development, technical assistance, advocacy, and outreach. The membership is supported by full-time APCO staff members.
APCO’s Consulting Services (ACS) team has access to all of the varied resources the organization offer, including but not limited to:
Training and Certification
The APCO Institute provides training, certifications, and resources for public safety communications professionals at all levels. The APCO Institute has delivered a wide range of services both nationally and internationally.
GovernmentRelations
APCO’s government relations office, located in Alexandria, VA., establishes and maintains relationships with Congress, federal agencies, the Administration, industry leaders, and national public safety and governmental organizations to advocate for policies, regulations, and legislation of most importance to APCO members.
SpectrumManagement
AFC is APCO’s spectrum management arm, providing comprehensive radio frequency coordination for public safety agencies. With the most experienced staff and the largest network of volunteer experts, AFC is the only organization that provides full radio frequency managementservices to public safety agencies.
StandardsDevelopment
Our consulting services are built on the standards we produce as well as related programs we administer, like the Agency Training Program Certification (ATPC).
As an Accredited Standards Developer (ASD), APCO International is dedicated to ensuring public safety communications has a role in the development of standards that affect our industry. APCO standards development activities have a broad scope ranging from the actual development of standards to the representation of public safety in other standards development areas.
Agency Training Certification Program
The APCO Agency Training Program Certification is a recognition program for public safety communications training programs across the nation. The program requires agencies to meet or exceed the APCO ANS 3.103.2-2015: Minimum Training Standards for Public Safety Telecommunicators.
5 Staffing and Retention
For the past 20 years, APCO has been a leader in assessing staffing and developing viable solutions to the staffing crisis that has plagued our industry. APCO convened a Staffing Crisis Task Force in 1999 in response to concerns expressed by our members.
The Task Force developed into Project RETAINS (Responsive Efforts to Assure Integral Needs in Staffing) which produced a comprehensive Effective Practices Guide for Emergency Communications Center (ECC) Managers and an integral tool kit that is used to assess current and future staffing needs.
APCO understands how difficult it is to staff an ECC, but APCO is also leading the research and development plans for the staffing needs of the future. “The workforce in a fully broadband environment will require the expertise needed to analyze, process, and transmit new forms of communications, including, text, video, photo, telemetry data, and more.”
Cybersecurity and Next Generation 9-1-1
APCO believes that Cybersecurity is essential for ECC operations to run effectively and smoothly. According to the Project 43 report, it is essential that cybersecurity is considered at the onset, and not as an afterthought, when adopting new technologies. In other words, Cybersecurity must be “baked in” and not “bolted on.” In conjunction with an ongoing partnership with Department of Homeland Security (DHS), APCO is a member of the Communications Information Sharing and Analysis Center (CommISAC) and supports response and recovery efforts under the Emergency Support Function 2 (ESF-2). Within these roles, APCO subject matter experts are acutely aware of the cybersecurity needs of the ECC. These offerings include: advising on Cybersecurity Response Plans, identification, and mitigation of cyberattacks, and a comprehensive list of cybersecurity resources.
I. Mission
The Association of Public-Safety Communications Officials (APCO) is an international leader committed to providing complete public safety communications expertise, professional development, technical assistance, advocacy, and outreach to benefit our members and the public.
II. Vision
APCO International is committed to strengthening communities by empowering and educating public safety communications professionals.
6 III. The ReviewTeam
ACS builds on APCO International's commitment to member services. Our focus is to provide findings and recommendations for key officials with regard to a specific and predefined scope of work.
The review team for this project would consist of full-time staff members from the Communications Center and 9-1-1 Services Department and peers in the public safety and public service realms. All team members are experienced public safety communications officials and APCO staff members who have successfully managed consolidated public safety communications centers. The review team is experienced in all operational and organizational aspects of an emergency communications center as well as industry best practices and standards. The skillset of the review team is matched with your jurisdiction’s needs as articulated by jurisdictional leadership through the scope of work.
Resumes for this project are located in Appendix A.
IV. Statement of Work
1. Research options for regional consolidation of dispatch services with other agencies.
2. Evaluate dispatch needs of fire department and services provided by police department to determine gaps and systemic problems with services provided.
3. Determine advantages/disadvantages operationally with regionalization of the fire and police departments.
4. Determine/estimate annual operational costs to the City of Marysville through regionalized dispatch services
5. Determine the activities within the police department dispatch function that would be regionalized versus those that would remain within the police department (report writing, records, general administration) and the costs associated with each.
6. Determine efforts required to integrate/transfer historical data from the City’s systems, hardware, and software. Determine which systems would need to be retained internally versus migrated over to regionalized system (report writing, record keeping).
7. Determine how the police/city would have access to dispatch records from regionalized entity comparable to its existing internal system and how information would be protected from access by other agencies.
8. Provide a report to council providing an overview of the existing communication/dispatch systems and their weaknesses, detailing the analysis performed, summarizing findings, and providing options with associated onetime/ongoing costs and specific operational advantages/disadvantages to each.
Provide recommendations based on study. Provide a general overview of how any recommended consolidation might impact longer term regionalization of fire services.
9. Present information to City Council in a regularly scheduled council meeting. 7 V. Deliverables
Upon completion of the study, the APCO review team will produce a draft review report containing findings and recommendations from the scope of work outlined in this document in section VI –Statement of Work. The draft report will be delivered to the Point of Contact (POC) within 110 business days of the team’s departure from the initial site visit. The POC will have two weeks to review the draft document and report any significant errors and omissions to the review team before the final report is delivered electronically and the project is closed out.
VI. Methodology
In an effort to understand the current workplace environment, learn what improvements would provide the best level of service and identify available resources, a number of different processes are utilized to solicit candid feedback on the issues and the challenges facing the organization and individual communications centers. Personnel are interviewed to determine service levels, operational factors, technological capabilities, and requirements and generally gauge the willingness of the agency to incorporate recommended solutions.
The methodology of this study includes the following components:
1. Documentation Review
Prior to arrival, essential data and information is gathered in preparation for the onsite review. Reviewing various documents prior to the onsite visit allowed the review team to develop an understanding of the ECC operation, including but not limited to:
technology, policies and procedures, workflows (including call processing and dispatching), level of service delivery, compliance with standards and best practices, and existing workplace conditions. While on site, additional documents and equipment will be analyzed for the assessment.
2. Interviews
In-person interviews will be conducted with stakeholders and staff members. The interviews allow the review team to have a better understanding of the ECC service level and challenges related to technology. In-person interviews focus on the following factors:
• Current challenges and service delivery for remote call taking • Possible solutions for stated challenges
• Level of support from internal and external stakeholders • Resources available to the ECC staff to meet the needs of the public and stakeholders
8 3. ECC Tours and Observations
The review team will tour the ECC. During this time, informal interviews with staff members are conducted in addition to an observation of the ECC’s operation. The time spent in the communications center focuses on gaining the perspective of the dispatch staff, supervisors, and other stakeholders. This tour specifically focuses on facets of the operation directly related to the scope of work of the project.
It bears noting that the analysis of the review team is based on applying their expertise during a limited period of observation and study of the ECC, which may not reflect the full context available to those in the City of Marysville officials who are closer to the situation and possess a deeper working knowledge of the ECC. Such officials bear responsibility to assess the relative merits of implementing the guidance or recommendations in the report, especially from the standpoint of the broader legal, policy and operational context in which the center functions.
4. Report Development
After the on-site visit, the team will develop a comprehensive written report and deliver the findings to staff and stakeholders as specified in section VII of this document.
VII. Project Experience
APCO International offers the following projects with scopes of work that are in alignment with the City of Marysville Consolidation Feasibility Assessment.
Ross County/Chillicothe, Ohio
Statement of Work:
The scope of work for this project involved a comprehensive consolidation study to assess the feasibility of combining two separate PSAPs into one larger operation. The study included an assessment of each PSAP’s procedures and policies, technologies, training programs, another other operational factors with key findings and considerations based on industry best practices and standards.
Client Contact:
Steven K. Gallagher, Assistant Chief
Chillicothe Fire Department
(740) 773 -2212 x 104
[email protected]
9 City of Little Rock Police Department Communications Center Statement of Work:
Project scope of work included a comprehensive operational and organizational review and assessment of the Little Rock Police Department Communications center. Services included an assessment of the organization and governance structure, dispatch operations, staffing, funding and cost share alternatives, customer service delivery levels, planning, policies and procedures, training, standards and best practices compliance, recruitment and hiring, governance, and facilities. A second contract was executed for assistance with procuring a replacement Computer Aided Dispatch (CAD) system.
Client Contact:
Captain Ty N. Tyrrell
Communications Division Commander
Business (501) 371 – 4540
[email protected]
Cincinnati Emergency Communications Center
Statement of Work:
Project scope of work included a comprehensive review of the Cincinnati Public Safety Answering Point (PSAP) involving multiple operational components. The team was tasked with comprehensive review and assessment, which focused on six specific areas:
staffing, policies and procedures, standards and best practices compliance, and training.
Client Contact:
Amity Bishop, Manager
Emergency Communications Center
Business (513) 263 – 8103
[email protected]
West Palm Beach Police Department
Statement of Work:
Operational and Functional Review of the West Palm Beach PSAP, which included an assessment of operational and supervisory staffing requirements for the communications center based on workload, best practices, and stakeholder expectations. The scope of work also included a full assessment of the training program for the PSAP with the review team assessing and providing findings and considerations supported by industry standards and best practices.
Client Contact:
Suzette Dodd, Telecommunications Manager
West Palm Beach Police Department
(561) 822 – 1912
[email protected]
10 APPENDIX A
ACS Review Team Resumes
Crystal Lawrence, RPL, ENP
CC9S Director - Interim
APCO International
BACKGROUND
Crystal has over 20 years of experience in Public Safety Communications, including seven years as a Shift Supervisor and three years as a director. During her time in the PSAP, Crystal was responsible for:
• Writing and implementing policies and procedures
• Developing and administering initial and continuing Telecommunicator education • Maintenance and adherence to Federal Communications Commission (FCC) licenses and regulations
• Coordination of maintenance contracts and repair services with commercial vendors
• Day to day ECC operations, scheduling, budgeting, planning, etc.
In her position as Communications Center and 9-1-1 Services Manager for APCO International, she has managed and participated in many projects, including:
• Serve as staff lead for Project Retains
• Serve as staff lead for Agency Training Program Certification • Provide advice and direction to members in need of input on matters affecting aspects of Public Safety Communications
• Serve as staff lead and subject matter expert for APCO Standards Development & American National Standards Institute (ANSI) Process
• Coordinate, plan and facilitate various committee meetings • Administrator for KAVI Standards Development software • Participate in and lead training and development programs • Oversee various APCO International projects
• Serve as staff liaison to various membership related activities, which include, but not limited to, APCO International Committees, Taskforces, Workgroups, and other committees and organizations:
o National Fire Protection Association (NFPA) 1061, 950, 951 11 o Integrated Justice Information Systems (IJIS) Institute o Next Generation 9-1-1 (NG 911) Institute
o 9-1-1 Education Coalition
o National Emergency Number Association (NENA)
PROJECT EXPERIENCE
• APCO Consulting Services
o Served as Team Leader for several ACS projects
o Evaluated, recommended and authored recommendations for various PSAP’s for CAD Implementations, technology, training programs, consolidations, staffing and operational efficiencies.
• Association of Public Safety Officials (APCO)
• Authored Policy and Procedure Revisions
• Public Safety Communications (PSC) Magazine Author
• North Carolina Chapter of APCO Education Chair
Planned, coordinated and scheduled all education sessions for annual conferences.
EDUCATION
BA, Justice Studies, North Carolina Wesleyan College, 2005
TRAINING AND CERTIFICATIONS
• Federal Emergency Management Agency (FEMA) Incident Command Courses:
Incident Command System (ICS) 100, 300, 700, 800
• Registered Public Safety Leader (RPL) Certification by Association of Public-Safety Communications Officials (APCO)
• National Emergency Number Association (NENA) Emergency Number Professional (ENP)
• APCO Communications Training Officer Instructor
• Advanced Telecommunicator Certification by North Carolina Sheriff’s Training and Standards
• Certified Instructor North Carolina Criminal Justice Training and Standards • State of North Carolina Paramedic
• Level 1 Emergency Medical Services (EMS) Instructor – North Carolina Office of Emergency Medical Services
PROFESSIONAL ORGANIZATIONS
Association of Public Safety Officials
12 Megan Bixler
Technical Program Manager
APCO International
BACKGROUND
Megan began her career in the US Army in 2002. She was a Signals Intelligence Analyst with a specialty in telemetry analysis. After over eight years in the US Army, to include two deployments, Megan worked for the Department of Defense (DoD) and Department of Homeland Security (DHS) programs.
Megan is well versed in various facets of the ECC operations, including but not limited to public safety standards and best practices, professional development, staffing and retention, project management, oral and written communications skills, risk management, public safety communications technology, cybersecurity best practices and policies, and emerging technology.
Megan joined the APCO team full-time in 2016. She works in the Communications Center and 9-1-1 Services Department where she has led APCO’s consulting services, standards development programs, technology, and cybersecurity portfolios.
PROJECT EXPERIENCE
• Hardware/Software Familiarity
• Computer Aided Dispatch (CAD), Customer Premise Equipment (CPE), and cybersecurity policies and procedures.
• Knowledge and Experience
o Training and Professional Development
o Quality Assurance/Quality Improvement
o Personnel Management
o Standard Operating Procedures
o Workflows, Processes, Protocols
o Workforce/Staffing
o Strategic Planning, Budgeting
• APCO Consulting Services
o Staffing and Retention Assessments
o Operational Reviews
o Technology Assessments
• APCO Standards Program Manager
o Provides focused and purposeful leadership related to APCO standards development work
13 o Primary Project Manager of all APCO standards development projects and initiatives
o Public Safety Communications knowledge expert
• Federal Advisory Positions
o FCC Broadband Deployment Advisory Committee (BDAC) Disaster Response and Recovery Work Group (DRRWG)
o Emergency Support Function (ESF) 2 – Emergency Communications
EDUCATION
Bachelor of Science in Project Management
14 Daniel A. Morelos, ACE
BACKGROUND
Daniel served as the Director of Safety Programs at the Tucson Airport Authority (TAA) from 2010 to 2019 with responsibility for planning, managing and coordinating various assigned affairs and actions of the Operations Division to include department optimization; reporting operational results and managing safety and risk through the airport’s Safety Management System. He also provided consultation, subject matter expertise, and exercised functional authority over airport staff in essential matters of safety, health, and risk management.
Prior to his position as Director of Safety Programs, he served as the Director of Operations from 2006 to 2010. Responsibilities included planning, managing and coordinating actions of the airport operations, ground transportation, and occupational safety departments and also developed the airport ambassador program at Tucson International Airport (TUS).
Prior to his position as Director of Operations, he served as Director of Communications/Dispatch from 1996 to 2006. Under his direction, the Department became an accredited public safety communications agency by the Commission on Accreditation for Law Enforcement Agencies (CALEA) in March 2003 and had the distinction of becoming the first Airport Communications Center to receive such accreditation.
Daniel began his career in public safety communications as an Airport Communications Dispatcher for the TAA in 1986. Duties involved communications coordination services for police, fire, and airport operations responders and airport security functions in a non-traditional communications center. He has more than 33 years of diversified public safety communications and aviation industry experience, including 8 years at an operational management level and another 23 years at executive management level.
Prior to working for the TAA, Daniel served in the U.S. Army Signal Corp. from 1979 to 1985.
Responsible for providing communications electronics services in a tactical environment.
Daniel is well versed in all facets of the ECC operation, including but not limited to: public safety standards and best practices, training and professional development, staffing and retention, project management, business strategies, oral and written communications skills, risk management, labor management, budget and finance, legal regulatory and political operating environments, public safety communications technology, capital equipment acquisition, customer service, policies and procedures development.
15 PROJECT EXPERIENCE
• Hardware/Software Familiarity
• Computer Aided Dispatch (CAD), Customer Premise Equipment (CPE), and radio procurement, implementation.
• Computer Access Control System (ACS), Alarm and CCTV system planning, procurement, and implementation.
• Emergency Notification System (ENS) procurement and implementation. • Knowledge and Experience
o Training and Professional Development
o Quality Assurance/Quality Improvement
o Personnel Management
o Standard Operating Procedures
o Workflows, Processes, Protocols
o Workforce/Staffing/Occupational Analysis
o Strategic Planning, Budgeting
o Safety/Risk Management
o Building Renovation and Replacement of all Critical Systems • APCO Standards Development Committee (SDC)
o Active Member - Standards Development Committee (served as Chair 2016 – 2018)
o Active Member – SDC Training Sub-Committee
o Active Member – SDC Occupational Analysis Sub-Committee o Communications Center Standards Committee
o NFPA 1221 Committee (APCO Rep.)
• Aviation/Airport Industry Committees
o AAAE Operations, Safety, Planning and Emergency Management (OSPEM) Committee
o AAAE/ACI Airport Safety Management System Sub-Committee 16 • Training Program Certification
o Program Developer: AAAE / Airport Certified Employee (ACE) – Airport Communications Program
EDUCATION
Associates of General Studies, Pima Community College
CERTIFICATIONS & TRAINING
FEMA Incident Command System (ICS) 100, 200, 300, 400, 700 and 800 APCO Public Safety Telecommunicator (PST) Instructor
AAAE Airport Certified Employee - Airport Communications Developer/Instructor OSHA-10 General Industry Registered Instructor
PROFESSIONAL ORGANIZATIONS
Association of Public-Safety Communications Officials (APCO) National Emergency Number Association (NENA)
National Fire Protection Agency (NFPA)
American Association of Airport Executives (AAAE)
Airports Council International – North America (ACI-NA) American Society of Safety Professionals (ASSP)
National Safety Council (NSC)
17 John E. Dejung, MBA, ENP
John Dejung recently (October 2020) retired from being the Director of Public Safety Emergency Communications Department for Dane County, Wisconsin, having begun that assignment in June of 2009. As such, he directed a 95-person ECC with a $10 million annual operations budget serving approximately 85 law enforcement, fire, and EMS agencies; providing services to the 500,000 persons of Dane County, WI. Emergency Communications for Dane County includes management of the 9-1-1 Center and the $28M DaneCom countywide radio system.
Prior to taking on the Dane County directorship, he was, from March 1997 – May 2009, the Assistant City Coordinator (Director for 911/311) in Minneapolis, MN. There, he was also the Chairman of the Metropolitan Emergency Services Board (MESB) Technical Operations Committee (TOC) for 3 years and a multi-year president of the MN chapter of NENA (National Emergency Number Association). As the Chairman of the MESB TOC, he helped coordinate the technological improvements for the 26 metro Twin Cities (MN) dispatch centers. During his tenure as 911 Director for Minneapolis, he coordinated the Emergency Services response during the August 1, 2007 Interstate 35W bridge collapse over the Mississippi River.
Mr. Dejung was a Coast Guard officer for over 22 years; including Commanding Officer of 3 ships, Chief of Aids to Navigation Program (22 states), and staff at CG Headquarters Productivity Improvement Office as well as serving in other staff assignments.
PROJECT EXPERIENCE
• Hardware/Software Familiarity
• Computer Aided Dispatch (CAD), Customer Premise Equipment (CPE), and radio procurement, implementation.
• Knowledge and Experience
o Training and Professional Development
o Quality Assurance/Quality Improvement
o Personnel Management
o Standard Operating Procedures
o Workflows, Processes, Protocols
o Workforce/Staffing/Occupational Analysis
o Strategic Planning, Budgeting
18 EDUCATION
Bachelor of Science in Civil Engineering, US Coast Guard Academy Master of Business Administration, University of Wisconsin, Madison
CERTIFICATIONS & TRAINING
National Emergency Number Association (NENA) Emergency Number Professional (ENP) Coast Guard Leadership and Management Course
Senior Management Institute for Police.
PROFESSIONAL ORGANIZATIONS
Association of Public-Safety Communications Officials (APCO) National Emergency Number Association (NENA)
19 APPENDIX B
APCO International Pricing Proposal
City of Marysville, CA
PROJECT COST
APCO ACS services defined in Section VI - Statement of Work are provided for a fee of:
$34, 605
The fee is inclusive of all costs for conducting the pre-visit conference calls with the City of Marysville leadership and staff, pre site visit review of documentation, the on-site review, conference calls as needed to review the work product with the agency representatives of the communications center, administrative costs, production, and delivery of the final report. ** Cancellation of the review by the agency will require the agency to reimburse APCO International for all expenses associated with the review prior to the cancellation.
Twenty Percent (20%) of the contract amount is due on the first day of the team arrival of the On-Site Review.
Fifty Percent (50%) of the contract amount is due upon delivery of the draft report to the customer.
Thirty Percent (30%) of the contract amount is due upon the delivery of the report to the customer.
The agency will be invoiced by APCO International.