Update: Fire, Police Chiefs Say Improvements Needed With New Consolidated 911

 

BY BUDDY NEVINS

 

The following is a joint statement by our first responders concerning the new consolidated 911 system, which went operational in October, 2014.

Bottom line:  Although there is a lot involving the new 911 to applaud, the chiefs appear unhappy with the county’s oversight of the system.

The usually reticent chiefs say publicly that the county is mishandling management of 911!

“The current structure at ORCAT (Office of Regional Communications and Technology), which is governed mainly by the County Administration, lacks the operational expertise and leadership to make recommendations and impose operational decisions. This has led to distrust in the merits of decisions made, slowed responsiveness to the direct users of the system and resulted in a lack of effective communications. This must change,” the statement says.

The emphasis by italicizing the last sentence is theirs.

Clearly, this appears to be a matter for County Commissioners to explore.  They should be interested in just what is going on that has upset the chiefs, individuals that are generally very reluctant to complain publicly.

The system handles emergency calls from every community in Broward County except Plantation and Coral Springs.

 

 

 

 

 

 

Joint Position Statement of the

Broward County Chiefs of Police Association and

Fire Chiefs Association of Broward County

Consolidated E911 Communications System

 

December 10, 2015

 

 

Police Chief Paul O’Connell, President                    Fire Chief Don DiPetrillo, President

 

 

This Joint Position Statement has been adopted by both the Broward County Chiefs of Police Association and the Fire Chiefs Association of Broward County as part of our continuing commitment to the construction and implementation of a successful countywide regional and consolidated E911 communication system. Our Joint Position Statement is offered in the spirit of cooperation and collaboration. Our common goal is to better ensure the long term stability of the E911 consolidated communication system.

 

General Statement of Improvements and Successes

At the outset, it is important to highlight just a few of the successes of the new regional system:

  • Consolidated 11 separate PSAPs (Public Safety Answer Points) into 3 PSAPs, all of which have the capacity to “talk” to each other and to shift call handling and dispatching responsibilities depending on loads and needs;
  • Consolidated into 3 PSAPs with significant structural and redundancy protections not previously available across all 11 prior centers;
  • The virtual elimination of call transfers related to misdirected calls;
  • For the first time in Broward County history, there is a transparent performance reporting process across the regional E911 system, representing over 2 million E911 calls annually; or 7,000 / day (91.56% of all E911 calls within Broward County);
  • The Quality Control efforts to address root-cause analysis has provided opportunities to implement operational improvements across the entire regional system;
  • The introduction of a new generation CAD system will provide even greater improvements to call taking, call handling and dispatching functions.

Currently, the system handles over 800 fire-rescue E911 calls and over 5,000 law enforcement E911 calls for service per day. The reported complaints related to call taking, call handling and dispatching have been reduced during the consolidation process.   Monthly reporting of performance has been constantly evaluated to provide the best possible information to the end users.

 

Areas of Concern

Over the past twelve months, areas of concern have been identified related to the performance of the regional system. It is important to note that some concerns (for example, complaints of wrong addresses and efficiency of update information) existed previously. That is, no PSAP ran perfectly. Because of the lack of reporting prior to consolidation, it is not possible, other than anecdotally, to determine how the qualitative operational performance today compares to each of the 11 prior sites previously. It is perceived that during the transition there were greater problems post-consolidation, likely due to training and management issues.

 

A priority of any E911 system must be on the quality of the information being relayed to the field, not just the time utilized to handle a call along the various points of measurement. To date, there has been too much emphasis on “compliance” with standards, at least one of which is now determined to be unrealistic and out of step with how other centers view performance.   From the operational perspective of those in the field, taking additional seconds to obtain quality information, undertake meaningful interrogation and providing necessary updates can be as important, if not more important, than whether or not the center fell short of the target compliance metric in the handling of that call. Obtaining too little information can result in too many units being deployed (resulting in operational inefficiencies and strained resources) or too few units (resulting in potential negative consequences to those in need and/or the safety of first responders).

 

Currently, the Broward County Regional Communication system is organized such that ORCAT makes the ultimate decisions on operational matters and technology issues which impact operational performance.   The Police & Fire Chiefs believe this is a flawed design, which must be remedied because ORCAT lacks the operational expertise to make these decisions in a vacuum devoid of experience and expertise.

 

Time is of the essence and the Chiefs believe the recommendations listed below must be implemented within the next six (6) months.

 

Recommendations:

After evaluation of many different issues, the Chiefs make the following recommendations:

  • The current structure at ORCAT, which is governed mainly by the County Administration, lacks the operational expertise and leadership to make recommendations and impose operational decisions. This has led to distrust in the merits of decisions made, slowed responsiveness to the direct users of the system and resulted in a lack of effective communications. This must change.
  • The management structures within both ORCAT and BSO must be redefined with clear lines of demarcation points and areas of responsibility. While ORCAT may be responsible for the system, they do not operate it. This line must be reformed and clearly defined for all parties.
  • The current BSO management structure in the PSAPS has not been strong enough to impose the optimum level of discipline and oversight in the performance of call taking and call handling. Line supervisors need to be either better trained or additional line supervisors need to be provided to be able to adequately oversee the call taking, call handling and dispatching functions. Constant oversight is the key to an effective communications system.
  • In furtherance of the above, the process of performance measurements review and mitigation must be independent of the County, ORCAT and BSO. The Chiefs recommend that this review process revert to the Governance Committee made up of those with operational expertise as originally recommended by the 4C Board in 2011/12.
  • Both ORCAT and BSO, along with the respective Chiefs’ Associations, should coordinate an in depth examination and review of similar E911 consolidated centers nationwide for additional best practices which can be implemented in the Broward Regional Communications system.

 

XXXXX

After the publication of the chiefs statement, Sunrise Mayor Michael Ryan released the following e-mail. which he distributed to leaders countywide:

From: Ryan, Michael
Sent: Wednesday, December 16, 2015 6:00 AM
Subject: Consolidated E911 Regional Communications

Colleagues:

As the representative from the Broward League of Cities to, and Vice-Chair of, the current Broward County Consolidated Communications Committee, I want to provide you the following attachments: (1) An editorial from the Broward County Chiefs of Police Association and Broward County Fire Chiefs Association; (2) a Joint Position Statement from the Chiefs; (3) a proposed resolution in support of the Joint Position Statement.

We are now finished with our first year of consolidation. There have been many important and unprecedented successes:

· Consolidated 11 separate PSAPs into 3 PSAPs, all of which have the capacity to “talk” to each other and to shift call handling and dispatching responsibilities depending on loads and needs;
· Consolidated into 3 PSAPs with significant structural and redundancy protections not previously available across all 11 prior centers;
· The virtual elimination of call transfers related to misdirected calls within the system. Misdirected calls and calls transfer still occur far too often as a result of the lack of consolidation with the 2 independent centers;
· For the first time in Broward County history, there is a transparent and validated performance reporting process (and complaint reporting system) each month across the regional E911 system, representing over 2 million E911 calls annually; or 7,000 / day (91.56% of all E911 calls within Broward County);
· The Quality Control efforts to address root-cause analysis have provided opportunities to implement operational improvements across the entire regional system;
· The introduction of a new generation CAD system will provide even greater improvements to call taking, call handling and dispatching functions;
· The reported complaints related to call taking, call handling and dispatching have been reduced during the consolidation process. Monthly reporting of performance has been constantly evaluated to provide the best possible information to the end users and to ensure transparency.

At the same time, as we have been meeting almost monthly at the BCCCC, there have been concerns raised in and outside the BCCCC process. As the Chiefs point in their position statement, some of these concerns are now new or certainly existed prior to consolidation; some concerns are not unique to Broward but represent a challenge nationally and internationally for public safety professionals in the modern emergency call and dispatching systems

However, other concerns have been identified through the process of consolidation:

· “A priority of any E911 system must be on the quality of the information being relayed to the field, not just the time utilized to handle a call along the various points of measurement. To date, there has been too much emphasis on “compliance” with standards, at least one of which is now determined to be unrealistic and out of step with how other centers view performance. From the operational perspective of those in the field, taking additional seconds to obtain quality information, undertake meaningful interrogation and providing necessary updates can be as important, if not more important, than whether or not the center fell short of the target compliance metric in the handling of that call. Obtaining too little information can result in too many units being deployed (resulting in operational inefficiencies and strained resources) or too few units (resulting in potential negative consequences to those in need and/or the safety of first responders).
· Currently, the Broward County Regional Communication system is organized such that ORCAT makes the ultimate decisions on operational matters and technology issues which impact operational performance. The Police & Fire Chiefs believe this is a flawed design which must be remedied because ORCAT lacks the operational expertise to make these decisions in a vacuum devoid of experience and expertise.”

The Chiefs recommendations are as follows:

• “The current structure at ORCAT, which is governed mainly by the County Administration, lacks the operational expertise and leadership to make recommendations and impose operational decisions. This has led to distrust in the merits of decisions made, slowed responsiveness to the direct users of the system and resulted in a lack of effective communications. This must change.
• The management structures within both ORCAT and BSO must be redefined with clear lines of demarcation points and areas of responsibility. While ORCAT may be responsible for the system, they do not operate it. This line must be reformed and clearly defined for all parties.
• The current BSO management structure in the PSAPS has not been strong enough to impose the optimum level of discipline and oversight in the performance of call taking and call handling. Line supervisors need to be either better trained or additional line supervisors need to be provided to be able to adequately oversee the call taking, call handling and dispatching functions. Constant oversight is the key to an effective communications system.
• In furtherance of the above, the process of performance measurements review and mitigation must be independent of the County, ORCAT and BSO. The Chiefs recommend that this review process revert to the Governance Committee made up of those with operational expertise as originally recommended by the 4C Board in 2011/12.
• Both ORCAT and BSO, along with the respective Chiefs’ Associations, should coordinate an in depth examination and review of similar E911 consolidated centers nationwide for additional best practices which can be implemented in the Broward Regional Communications system.”

I invite you to consider passing a similar resolution in support of the Police and Fire Chiefs Associations — these are our public safety experts and their voices are important. In the near future, it is expected that a consultant will be hired by the County to provide an evaluation of the system. It is hoped that the process of performing such an analysis will incorporate the ideas and concerns of all the stakeholders.

Again, while there are challenges, the Police and Fire Chiefs Association have affirmed their commitment to a consolidated and regional E911 system – they simply want common sense and structural changes adopted to ensure the vitality of the system for many years to come.

Best,

Mike



7 Responses to “Update: Fire, Police Chiefs Say Improvements Needed With New Consolidated 911”

  1. Mike Ryan says:

    I applaud the Chiefs for their continued support for a regional and consolidated E911 system. Both Associations were there at the beginning of this process in 2011 and led by passing resolutions in support of the need to implement consolidation. Why? Because, as our public safety professionals and experts, they understood then and understand now the tremendous public safety value in consolidation of E911 call handling and dispatching.

    One fundamental and underlying principle to consolidation (which was embraced by all at the time) was that in a consolidated system, public safety professionals with operational experience need to run the system. Not “techies”. Not bureaucrats. Not bean-counters. Not elected officials.

    However, along the way, the County, while it has the right to run and oversee the system, established a governance model that ignored this fundamental principle. In fact, through the initial consolidation transition I, and others, raised so many problems in the reporting of the performance and transparency, that the Broward County Consolidated Communications Committee was re-instituted.

    In Broward County Consolidated Communications Committee process I have repeatedly outlined exactly what the Chiefs are saying – the Office of Regional Communications and Technology (ORCAT) does not have the operational experience to run the system or implement operational policy. Pure technology decisions have an impact on operations and performance. Repeatedly I, with the help of our public safety professionals, have identified decisions and recommendations made by ORCAT that were operationally flawed or failed to accurately account for the operational standards important to the public safety professionals – those in the communication system centers and those in the field.

    It is true that the reporting and our understanding of objective measures of performance are far better today than a year ago; efforts towards root cause analysis and quality control are better focused than they have ever been with transparency and reporting. Also, as I have said, despite any current concerns, the idea that any E911 center operated perfectly in the past or didn’t have issues is absurd. We were plagued by call transfers due to too many misdirected E911 calls going to centers that could not send help. We had no transparency and consistency in reporting performance; in fact, even in the during the stages of addressing feasibility for consolidation it was difficult, and sometimes, impossible to determine how each center was actually performing or what they were actually measuring. The idea that we didn’t have “address” problems or call handling and dispatching problems in the past is just not accurate; there likely was less motivation to publicize those problems publicly and no publicly available root cause analysis. Now, many are inspired, and even encouraged, to report problems through a “ticket” complaint system.

    For all of the current concerns raised, we must also remember that the voters voted in 2002 for a consolidated system that would support closest unit response in medical emergencies – while that process was slow, the County Government’s work in feasibility and support for consolidation has put in a position to deploy closest unit response soon.

    So what do we do : one idea is for the County to hire a true Public Safety Director with E911 communications operational experience commensurate with size and nature of consolidated system to oversee the operations of the consolidated and regional E911 communications system. In the best case scenario to ensure independence, that person reports directly to the Commission, not to the County Administrator. An Advisory Board of public safety professionals would ensure transparency and constant evaluation.

    The system is diverse and complex – not just call taking and dispatching. The system includes a radio systems and towers; software and hardware; physical structures; closest unit response standards and implementation across many municipalities; and, deployment of operational strategies to the field personnel. Creating such a Director would not require an overhaul of the system – just a recognition that this is a public safety system, not a branch of the county administrator’s office often rightly focused on budgetary priorities but torn between those budgetary priorities and “operation” of the system.

    Soon, a consultant hired by the County will begin evaluating these and other concerns. You can be sure the Chiefs and others will be quite vocal. However, I agree with the Chiefs – we can implement some common sense changes and the time to act is now.

  2. Ryan says:

    Mayor, what about turning the complete system over to BSO, similar to that of the former Broward County Fire Rescue? Thoughts?

  3. Mike Ryan says:

    There are few foundational duties in local government as important as an effective E911 system — not just for people calling for help during an emergency but also for the safety our first responders and responsible deployment of public safety resources.

    There are a number of different potential options. Currently, BSO is the operator – operating the call taking and dispatching functions. The complex technology infrastructure and radio system is currently the obligation of the County.

    With respect to the idea of a Charter Officer reporting directly to the Commission (with independence from the County Administrator’s office), I believe there would need to be Charter Amendment to create the Charter Officer position. The creation of Charter Officer identified as, potentially, the Director of Public Safety Communications could be placed in Article I, and a new section 5.04. There could also be a charter provision creating a council, like 5.03 for Fire Rescue Council, which would implement a Public Safety Communications Advisory Council made up of public safety personnel so the Chiefs and first responders have a seat at the table to ensure the effectiveness and transparency of the entire system.

    Could the Charter Review Commission perform the necessary analysis to be able to put these issues on Ballot in November 2016? Given the importance of the issues, whatever can be done should be done.

  4. Is El Chapo in Sunrise says:

    I wonder if Mayor Ryan ranks keeping crime OUT of the city rather than bringing it IN above or below 911.

    It’s amazing the Sunrise police haven’t captured El Chapo yet with all the time, money, and resources they have expended. The Sun-Sentinel should do a follow-up on their “Cops. Cash. Cocaine.” article because it looks like the Sunrise Po-Po Cocaine Shop is back in business. There are 23 forfeiture filings for 2015.

    Asst. City Attorney filed 13 of them for amounts from $1,700 + car to $21,508 + xbox, tv, etc. ranging from cannabis, ID theft, and cocaine.

    Law firm Weiss, Serota et al has filed 9 of them for amounts from $1,770 + car to $322,580 + Peterbilt tractor/trailer. Suspects from NY, Pembroke Pines, Bahamas, Miami, Pompano Beach, Columbia, Cooper City, Kansas, Texas, and a few from Sunrise. Two cannabis and rest are cocaine. Looks like the law firm is back on the gravy train. The IG audit said forfeiture funds cannot be used to pay legal fees, so why is the city continuing this practice? It looks like the Asst. City Attorney has been filing forfeitures since 2012, so why is he not competent enough to file all of them? If I couldn’t do my job after this long, I would have been fired.

    The “Notice of Property Seizure and Right to Adversarial Preliminary Hearing” for the $322K filing (CACE15021961) and the $26K filing (CACE15020513) document “Unknown Amount of U.S. currency” that they want the Owner to sign. Shouldn’t the cops count the money at the site (on video tape) before transporting to prevent any money being skimmed off the top?

    I thought I was paying taxes to keep crime OUT of the city, not to lure it IN. I no longer patronize ANY business in Sunrise because they meet the suspects at places like Sawgrass Mall, Starbucks, La Quinta, Don Pan, Bru’s Room, Bahama Breeze, Shell gas, 7/11, Walmart’s restroom, and I don’t want to be around when the bullets start flying or the suspects lead a high-speed chase.

    I assume they are going to buy body cameras for the Sunrise police with the forfeiture funds (pregnant pause) HAHAHA.

    FROM BUDDY:

    The Sunrise police chief had better worry about crime at the Sawgrass and other areas, plus all the neighborhoods. He also should read the very good stories in The Miami Herald about the abuses in Bal Harbour of the forfeiture law.

    They are here: http://www.miamiherald.com/news/politics-government/article51471875.html

    And here: http://www.miamiherald.com/news/local/community/miami-dade/article24902278.html

    And here: http://www.miamiherald.com/news/local/community/miami-dade/article51698275.html

    And many others.

    The forfeiture law has been a relief act for governments and lawyers. It has done nothing, NOTHING, to stop drugs. I’m sure there are as many drugs today in Sunrise as before the cops started its money-hungry drive.

  5. Is El Chapo in Sunrise says:

    They are promoting the three captains to majors. That should help reduce crime. Right?

  6. SEE RIGHT THROUGH YOU! phony! says:

    First of all, anyone who knows Mike Ryan knows he is not worried about crime or sunrise or even 911. He worried his name is all over it. He wrote the article he probably wrote the letters for the Chiefs and for Fire Chiefs. Lol !

    I laughed so hard to watch Mayor EGOMANIAC talk to himself for weeks when this article was released.

    All concerns and worries are about where to find the next rum and coke? Hmm… How can He get his name in the paper again? It is election time !

    As far as the Chief, I agree with Buddy. The Chief needs to focus on the needs of the citizens and vistors that come to their city and Sawgrass mills mall.
    You wont have to look to hard to find where the real problems are. Go Panthers!

  7. Ha Ha Ha says:

    @4 – Law enforcement in Sunrise is all about the Benjamins. Nobody cares about a collision-free right turn on red – except the City Commi$$ioners, who $ee their big chance to $uck up mo’ money…

    Sadly, this city just won’t listen to its citizens – unless, of course, those citizens happen to be having private cell phone conversations…

    http://arstechnica.com/tech-policy/2014/03/cities-reluctant-to-reveal-whether-theyre-using-fake-cell-tower-devices/