Placentia Public Safety Communications
2021 Annual Report
April 19, 2022
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Introduction
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.
Our Mission
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.
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Vision and Values
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.
CORE VALUES
TRUST & RESPECT COMMUNICATION CLEAR EXPECTATIONS
ACCOUNTABILITY TRAINING
Organizational Chart
City Administration
Deputy City
Administrator
Rosanna Ramirez
Communications
Manager
Stefanie
Acosta -Reyes
I
Communications Communications Communications
Supervisor Supervisor Supervisor
I
Megan Rodriguez Brittney Oldham Vacant
Communications Dispatchers Dispatch
Lead Dispatcher Training Officers Trainees
III
Staffing
8 FT dispatcher positions filled
3 RT dispatcher positions filled
2 supervisor positions are filled
*3,d supervisor position actively recruiting
Effective February 2022
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Operational Performance
The National Emergency Number Association (NENA) has developed standards for answering 9-1-1 calls. The NENA model recommendation is as follows:
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
957) 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.
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Call Volume & Performance
Our Communications Center triaged over 55,000 calls throughout the year.
Handled 14,302, 9-1-1 calls
Managed and processed 41,098 administrative calls
Average percentage for 9-1-1 calls answered within 10 seconds: 99.54% Average percentage for 9-1-1 calls answered within 20 seconds: 99.94% The PPSCC has exceeded the NENA recommendation of 90%!
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Fire & EMS Operations
Dispatched over 4,400 medical and
fire events.
3,331 Medical calls
1,156 Fire calls
Most common calls for service:
Medical: Breathing problems, falls,
sick person, unknown medical
Fire: Traffic collisions, alarms, service
incidents
*Data extract
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Police Operations
24,272 calls for service dispatched throughout the year.
These calls are categorized by priority 1, 2, 3 and 4 and are dispatched according to priority.
Priority 1- 1,809
= Priority 2- 8,617
Priority 3- 6,777
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Police Operations
CALL PRIORITY
E1 2 -73 m4
✓ ork43 CAD
Priority 1 examples include:
Robbery, Injury Traffic
Collision, Battery
* Priority 2 examples include:
Vehicle tampering, Burglary
■ Priority 3 examples include:
Vandalism Report, Stolen
Vehicle Report
-- Priority 4 examples include:
Information, Stakeout, Private
Party Impounds
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Special Programs & Systems
Within the Communications Center we utilize a variety of software systems which allow us to carry out various daily job tasks.
Mark 43 CAD/RMS
Priority Dispatch
ELETE
Text to 9-1 -1
Rapid Deploy
Rapid SOS
West Net
First Due
Nixie
Agency 360
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Cerfifications an d-- Training
All PPSCC employees are certified in:
• Basic Life Support CPR
• Emergency Medical Dispatch (EMD)
• Emergency Fire Dispatch (EFD)
• Peace Officer Standards and Training (POST) within their first year of employment
Additional training for leadership positions:
Communications Training Officer certification
Supervisor certification
it
Staff Training & Development
Standard operating
Procedures
• Monthly Training Topics
• Ride Alongs
• Crass -Training
Community Outreach and Participation
Placentia Police Department
Citizen's Academy
Awards & Celebrations
Telecom municators Appreciation Week
(every 2"d full week in April)
• 7 Life Saver Awards
• 2 Attendance Awards
• Successful training completed by
4 FT employees hired within the year
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Accomplishments
• Public Safety Telecommunicators are recognized by the state as first responders
• Implementation of a structured training program
• Training Manual/ Trainer's Manual
* Onboarding and Orientation period
a Daily Observation Reports
Training in Phases
Completion of training curriculum now required to dispatch independently
• Quality Assurance Program implemented for medical/ fire events
Additional Accomplishments
• Attained POST membership
• Created employee break room
• Redesign, construction and remodel of the entire Communications Center completed in February 2022
• Added one additional console to expand for training
• Employee one-on-one meetings held quarterly
• Established employee suggestion box
• Participation in the Public Safety Peer Support Team with PD, Fire & Lynch • Attrition rate has reduced
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Strategic Plan Goals
• Fill remaining vacant positions
• Establish a Social Media presence
• Citizen's Academy participation
• National Night Out participation
• Develop and implement a quality assurance & improvement program for police incidents
Create 911 Kids Education Program
• Career Day presentations at local schools
Establish an Employee Wellness Program
• Attain Accreditation through International Academies of Emergency Dispatch (IAED) Begin Accreditation through The Commission on Accreditation for Law Enforcement Agencies (CALEA)
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Questions &Comments