Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are members of the global network of Baker Tilly International Ltd., the members of which are separate and independent legal entities. Baker Tilly US, LLP is a licensed CPA firm that provides assurance services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and consulting services to their clients and are not licensed CPA firms.
City of Palo Alto
Office of the City Auditor (OCA)
Policy & Services Committee Meeting
Dispatch Center Assessment
September 9, 2025
Presenter: Kate Murdock, City Auditor, Senior Manager, Baker Tilly
2 Assessment Objectives
Gather general information about the
Center’s performance in the following
areas:
• Staffing
• Call processing
• Emergency Medical Dispatching (EMD)
• Training
3 Background
The City’s Dispatch Center or Public Safety Answering Point (PSAP) üOperates a 24-hour dispatch center housed in the Police Department’s Communications Division
üReceives and dispatches calls for Police, Fire, Utilities, Public Works, Animal Control, and 24-hour non-emergency line
üServes as Stanford’s call center dispatching police and fire services üPart of Tri-City Consortium with Mountain View and Los Altos 4 Staffing
DISPATCH CENTER
• Budgeted staffing levels in line with industry
standards
• Overall stakeholder feedback on service is
positive with some noted areas for
improvement
• Center was not fully staffed at the time of the
assessment
• Consider conducting a staffing utilization
assessment
• Areas for improvement:
• Greater detail in dispatcher notes and
communication
• Assist in eliminating duplicate incidents during
emergency events
• Obtain officer approval before closing out
incidents in the system to ensure records are
accurate and complete
Current State Observations Future State Considerations
5 Call Processing
DISPATCH CENTER
• Exceeding NENA standards
• 99.53% of 9-1-1 calls answered ≤ 10 seconds
• Underperform on NFPA standards
• 68% of calls dispatched ≤ 90 seconds
• Dispatch Center lacks a formal QA process for
general call processing
• Consider a formal QA process for general
calls received to ensure on going coaching
and performance feedback
Current State Observations Future State Considerations
6 Emergency Medical Dispatch (EMD)
DISPATCH CENTER
• Compliant with many EMD standards but not
formalized
• OCA analysis of EMD calls found
• Sampled EMD coded calls had correct coding
• 6% of sampled NOEMD calls should have been
coded EMD
• 70% of sampled N/A calls should have been
coded NOEMD
• 20% of sampled N/A calls should have been EMD
• No formal follow-up on performance reports
• Quality Assurance vendor determined overall
agency performance meets standards
• Formalize process related to EMD Call
Processing Standards
• Formal feedback mechanism for dispatchers
• Establish center and individual performance
goals
Current State Observations Future State Considerations
7 Training
DISPATCH CENTER
• Comprehensive training manual
• Formally evaluates EMD calls
• Does not have a formal process for evaluating
performance on other calls
• All dispatchers in compliance with Continuing
Professional Training requirements
• Consider developing and incorporating formal
feedback procedures into the Communications
Training Manual
Current State Observations Future State Considerations
Questions?
Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, operate under an alternative practice structure and are members of the global network of Baker Tilly International Ltd., the members of which are separate and independent legal entities. Baker Tilly US, LLP is a licensed CPA firm that provides assurance services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and consulting services to their clients and are not licensed CPA firms. The name Baker Tilly and its associated logo is used under license from Baker Tilly International limited. The information provided here is of a general nature and is not intended to address the specific circumstances of any individual or entity. In specific circumstances, the services of a professional should be sought. © 2024 Baker Tilly Advisory Group, LP