F �0-4
C6
CE-N,V
PLACENTIA
PUBLIC SAFETY
COMMUNICATIONS
CENTER
ANNUAL REPORT
TABLE OF
CONTENTS
01 City Officials
02 Our Mission, Vision, and Values
03 Organizational Structure
04 Staffing
05 Operational Performance
06 Fire & EMS Operations
G
Fire & EMS Operations
U ,
Police Operations
09 Police Operations
10 Programs & Systems
11 Certifications & Training
12 Staff Training, Development &
Community Outreach
13 Awards & Celebrations
14 Accomplishments
15 Accomplishments
11 6
2 -year Strategic Plan Goals
Placentia Public Safety Communications Center- Annual Report 2021
CITY OFFICIALS
Rhonda Shader
Mayor
District 1
Jeremy B. Yamaguchi
Councilmember
District 3
Craig S. Green
Councilmember
District 2
City Clerk
Robert S. McKinnell
City Treasurer
Kevin A. Larson
City Administrator
Damien R. Arrula
Chad P. Wanke
Mayor Pro Tem
District 4
[A
Ward L. Smith
Councilmember
District 5
Placentia Public Safety Communications Center- Annual Report 2021 ATTACHMENT 1
01 1111 L'A I'l I k'*0*1 I I
MISSION STATEMENT: Our Public Safety Communications Center is committed to providing exceptional service to the citizens and responders of the City of Placentia using the highest standards to protect life and property.
VISION STATEMENT: We aspire to become a communications center who is respected and admired by our public safety peers and the citizens of Placentia We want to do the right thing, at the right time, for the right reason.
VALUES: We owe each other a working environment characterized by TRUST and RESPECT for each other, fostering open and honest COMMUNICATION at all levels. We seek CLEAR EXPECTATIONS of our job duties and hold ourselves and each other ACCOUNTABLE in everything we do. We prepare to handle any situation through proactive and continuous TRAINING and education.
WHO WE ARE: We are a public safety communications center answering 9-1-1 emergency calls for police, fire and emergency medical needs throughout the City of Placentia. Our center is staffed 24 hours a day, seven days a week by a team of skilled and dedicated Public Safety Dispatchers who strive to make your experience with our police and fire departments a positive one.
ORGANIZATIONAL
STRUCTURE
Communications
Supervisor
Megan Rodriguez
Lead
Dispatchers
City
Administration
Deputy City
Administrator
Rosanna Ramirez
Communications
Manager
Stefanie Acosta -Reyes
Training
Officers
Supervisor
Brittney Oldham
Communications
Supervisor
Dispatchers
VACANT
Dispatch
Trainees
Placentia Public Safety Communications Center- Annual Report 2021. 03 STAFFING
Manager
Dispatchers (Fr) 12 8**
*3rd supervisor position under active recruitment
**2 Fr dispatcher applicants are currently in backgrounds Placentia Public Safety Communications Center - Annual Report 2021 04
OPERATIONAL
PERFORMANCE
The National Emergency Number Association (NENA) has developed standards for answering 9-1-1 calls.
Section 3.1 of the "NENA Call Answering Standard/Model Recommendation" is as follows:
"Standard for answering 9-1-1 Calls- Ninety percent (90%) of all 9-1-1 calls arriving at the Public Safety Answering Point (PSAP) shall be answered within ten (10) seconds during the busy hour (the hour each day with the greatest call volume, as defined in the NENA Master Glossary 00-001). Ninety-five (95%) of all 9-1-1 calls should be answered within twenty (20) seconds." Upon transition of the Communications Center, the goal of management was and will continue to be to exceed the national standards established by NENA.
CALL VULUMt•
Our communications center triaged over 55,000 calls. We handled 14,302 9-1-1 calls throughout the year. We managed and processed 41,098 administrative calls.
Average % for 9-1-1 calls answered within 10
seconds
Average % for 9-1-1 calls answered within 20
seconds
Based upon the data above the PPSC has exceeded NENA standards.
TACHMENT1 0 5
Placentia Public Safety Communications Center -Annual Report 20
FIRE & EMS
OPERATIONS
Our Communications Center dispatched
over 4,400 medical and fire events.
Q3,331 medical calls
O1,156 fire calls
Most Common Type of Events:
Medical- Breathing Problems, Falls, Sick Person,
Unknown Problem
Fire- Traffic collisions, Alarms, Service incidents, All fires Placentia Public Safety Communications Center- Annual Report 2021, 06
FIRE & EMS
OPERATIONS
Most Common Type of Events:
MEDICAL EVENTS
■ Sick Person r Fall Breathing Problems i Unknown Problem ■ Other
FIRE EVENTS
■ Alarms ■ Service Incidents ■ Traffic Collisions ■ All Fires ■ Other Placentia Public Safety Communications Center- Annual Report 2021 07
POLICE
OPERATIONS
Calls are prioritized based on time element and nature
of the event.
Pr+nrity I, - ,,$� pwpnt
_ This is the highest priority incident. It is used for calls where the physical well-being of a person is in jeopardy, disasters, or crimes in progress. Also included in priority calls, but to a lesser degree, are calls in which property is in jeopardy and the crime is in progress or just occurred and the suspects are still in the area. Priority 1 calls will be dispatched immediately to the closest two available police units.
Priority 2 - 8.617 event
These calls for service do not require an emergency response, but should be dispatched as soon as units are available. These incidents include routine officer activities. Priority 2 calls should be dispatched within 10 minutes.
Prinr1tv 4 - 6, / /7 QErantc
_ These are informational in nature, or the time element indicates that no person or property is in jeopardy, or incidents that are not "= in progress or will be a report. These calls are handled in which the order they are received. Priority 3 calls may be held for the appropriate beat unit up to 10 minutes, then it will be dispatched to the next available officer(s). Priority 3 report calls may be dispatched to another available unit(s) before a 20 minute time frame is reached.
•
r& Prioricv 4 - 7.069 events
These calls are the lowest priority incidents, which include public contacts, non -emergency, administrative functions or informational incidents. These calls should not hold in excess of 25 minutes.
Placentia Public Safety Communications Center - Annual Report 202ATTACHMENT 1 08
POLICE
OPERATIONS
�I�IMR1' :vb�Fll'>rJMw.'�R4fi'�+3? _A�m, P'YMryA'�;1� �Gt�Asa: ��+.::i:�sFTc+_'flialPTE(.i8 24,272 calls for service dispatched
throughout the year.
CALL PRIORITY
■1 02 03 T4
Placentia Public Safety Communications Center- Annual Report 2021, 09
PROGRAMS &
SYSTEMS
Within the Communications Center, the dispatchers utilize a variety of software and programs which allow for essential functions and tasks to be carried out.
Al Tekipl- n—atinn,
4:
911 • Vesta- Computer phone system enabled to receive 9-1-1 and non -emergency calls
• Mark 43- Cloud -based computer aided dispatch system
• Priority Dispatch- Structured medical and fire event triaging software
• Text to 9-1-1- Application utilized to receive text messages from the public
• Rapid Deploy- Tactical mapping system utilized for wireless calls
• Rapid SOS- Emergency response data platform that links data from smart devices and automobiles
0 Field Responder Operation-
+-^ .. • ELETE- County -wide system utilized for inter -agency law enforcement communication and access to various databases + • West Net- Fire station alerting software activated through CAD • First Due- Application which provides additional location details and mapping.
• Nixie- Mass public notification system utilized to sent alerts to subscribers
r1 Centor nnorations
• Agency 360 -Training software program used to monitor and document new employee training and progress
• California Law Enforcement Web (CLEW)- Department of
Justice database used for legal updates and to obtain
necessary codes for data entry
• eSchedule- employee electronic scheduling software
Placentia Public Safety Communications Center- Annual Report 2021 10
lli;hm I
L TRi
inn
EACH OF OUR EMPLOYEES ARE
CERTIFIED IN:
CPR
EMD
EFD
POST
Basic Life Support
Emergency Medical
Emergency Fire
Peace Officer
Dispatch
Dispatch
Standards 6 Training
ADDITIONAL CERTIFICATIONS
Required if employees take on a leadership role within the Center.
CTO SUPLAVIS11111.111111%
Communications
Training Officer
Dispatch Supervisory Course
CPR recertification must occur every two years.
EMD and EFD recertification is required every two years.
Continued education hours are required by both Priority Dispatch as well as POST. • 36 hours of CDE is required by Priority Dispatch
• 24 hours of CDE is required by POST
STAFF TRAINING,
DEVELOPMENT &
COMMUNITY OUTREACH
In addition to the required certifications that Communications staff must complete, there are several other opportunities for development and training offered. • Standard Operating Procedures (SOPS) are now introduced to employees and implemented when new processes are created among the public safety departments.
• Monthly training topics are created and shared with staff members. These topics can range from new operational procedures, new application instructions, and employee wellness.
• Employees are encouraged to participate in ride alongs with both our police and fire departments.
• Each employee is cross -trained on all disciplines- police, fire and EMS.
Public Safety Dispatch
Supervisor Rodriguez 6
Public Safety Dispatcher
Rodriguez were our
presenters.
Placentia Public Safety Communications Center - Annual Report 2021 12
AWARDS &
CELEBRATIONS
Members within our division continuously celebrates each other for our accomplishments.
RELEASE FROM TRAINING
Once new hires successfully complete all phases
of training, he or she is presented with an official
memo of release from training and are celebrated
in the center.
We had 4 full-time employees pass their training
in 2021.
LIFE SAVING AWA'
To date, 7 Life Saver Awards have been distributed
to employees. Each employee receives a certificate,
along with a lapel pin he or she can proudly wear.
TELECOM MUNICATORS
APPRECIATION WEEK
Every second full week in April, Public Safety
Telecommunicators are celebrated. We organize
different themes for each day during the week,
wear costumes, play games and share treats to
show our appreciation for each other.
Additional awards have been distributed for attendance and we are awaiting the day we can also hand out a stork pin for a successful baby delivery.
Placentia Public Safety Communications Center- Annual Report 202ATTACHMENT 1 13
ACCOMPLISHMENTS
There have been many accomplishments the Communications Center staff are proud to have achieved throughout the year.
Public Safety Telecommunicators are Recognized
by the State as First ResponderF
California State Law AB1945 recognizes public safety dispatchers as first responders.
Implementation of a Structured Training Prngram
Newly hired dispatchers are now provided a training manual, complete an onboarding and orientation phase, receive daily observation reports, and train in phases for each of our disciplines.
011Aity Occrrranca progr--
As of January 2021, a quality assurance process is now in place for fire and medical events.
Peace Officer Standards & Training Membershin
In March 2021, our Communications Center became recognized by The Commission on Peace Officer Standards and Training (POST) as its own entity.
Remodel and Equipment Upgrades
In February 2021, an employee break room was developed and now provides an area for short employee breaks, snacks and meal storage.
In August 2021, planning for the Communications Center remodel began. New consoles, electrical upgrades, new carpet, and an additional console were installed in February 2022.
Placentia Public Safety Communications Center- Annual Report 2021 14
ACCOMPLISHMENTS
Additional improvements made within the Communications Center include:
4DPYY n1e%,&inn Wnnfp Imniamp-n+ad
Management schedules employee one-on-one meetings quarterly.
Trainer meetings are held monthly. Supervisor meetings are held monthly.
Employee Suggestion Bor-
Recognizing that not all good ideas need to come from
management or supervision, an employee suggestion box has been _ placed in the Communications Center break room. Several employees have used this avenue for submitting suggestions, concerns, or ideas.
Participation in the Public Safety
PaPr Siinnort Tparn
In May 2021, the City's three Public Safety departments joined together to build a peer support team. In October, two of our dispatchers became trained and certified in basic peer support.
Attrition Rate Has Reduced
s All full-time employees hired during the year have successfully 9 passed training and remain a vital part of the team.
Placentia Public Safety Communications Center- Annual Report 2021 15 2 -YEAR STRATEGIC
PLAN GOALS
Although our Communications Center has made incredible strides over the past year, there is always room for growth. Our division has set numerous goals we'd like to achieve over the next two years. These goals include:
• Fill all remaining vacant positions
• Establishing a social media presence
• Continue to participate in the Police Department's Citizen's Academy • Participate in National Night Out each August
• Provide 9-1-1 for Kids education to our local schools • Participate in local high school and college career day presentations • Develop and implement a quality assurance & improvement program for police events
• Establish an Employee Wellness Program
• Attain Accreditation through International Academies of Emergency Dispatch • Relocate to the new Public Safety Building
• Begin the Accreditation process through The Commission on Accreditation for Law Enforcement Agencies
Placentia Public Safety Communications Center - Annual Report 2021 16