Eaton County Central Dispatch

Transcription

1 Eaton County Central Dispatch 2016 ANNUAL REPORT

2 EXECUTIVE SUMMARY It is with great pleasure that I present the Eaton County Central Dispatch (ECCD) 2016 annual report for your information and review. In 2016, we focused on customer service refinements as well as technological improvements. Some service highlights include: Processed 92,958 calls for service for Police, Fire and EMS services o 73,689 calls for Police o 5,455 calls for Fire o 13,814 calls for EMS Processed 142,009 telephone calls 163 Text to In addition to the daily activities, our staff ensured that ECCD has a high level of training and expertise through participation in countywide training events as well as monthly in-house training. I am grateful for the professional, dedicated ECCD staff who carry out our critical public safety mission 24 hours a day, 365 days a year. We would like to take this opportunity to thank our Board of Commissioners, the agencies we serve and the citizens of Eaton County for their continued support. Yours truly, Michael Armitage Director Eaton County Central Dispatch 1

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4 CONTENTS Leadership Team... 4 Employee Satisfaction Survey Results... 5 Public Safety Partners Fire Departments... 6 Public Safety Partners EMS... 7 Mission Statement... 8 Awards, recognition and highlights... 9 Fire Open Houses STATISTICS STATISTICS EMS CALLS FOR SERVICE STATISTICS FIRE CALLS FOR SERVICE STATISTICS POLICE CALLS FOR SERVICE STATISTICS SMART STATISTICS NIXLE ALERTS/FACEBOOK STATISTICS NEW ADDRESSES STATISTICS TRAINING STATISTICS QA/WARRANTS/FOIA

5 LEADERSHIP TEAM Mr. Michael Armitage, ENP, was named Director of Eaton County Central Dispatch in October of Mr. Armitage previously worked for the Michigan State Police in the State 911 Office. Prior to that, he has 12 years of public safety telecommunication experience, most recently at the University of Michigan. Additionally, Mr. Armitage has an M.P.A. from Northern Michigan University and a B.S. in Public Safety Administration from Eastern Michigan University. He also currently serves as the Mayor of Milan, Michigan. Mr. Armitage is married to Colleen and they have two children, Landon and Reagan. Ms. Lara O Brien, ENP has 18 years of telecommunicator experience, 15 of them with Eaton County Central Dispatch. She has held the positions of Telecommunicator, Certified Training Officer, Supervisor and Training Coordinator. Lara was named Deputy Director in November of Ms. O Brien has an Associate s Degree from Lansing Community College and has earned the title of Emergency Number Professional. 4

6 EMPLOYEE SATISFACTION SURVEY RESULTS In the final quarter of 2016, we sent out a simple survey to our employees to see how we were doing. We are proud of and excited to say that the responses were very positive. We firmly believe that these results are a product of our commitment to providing a positive work environment for our telecommunicators combined with our focus on personal growth and development % 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00% Job Stisfaction Peronal Morale Work Enviroment Support from Supervisors and Administration Promotional/A dvancement Opportunities Center Morale Center Reputation Support from Citizens/Public Safety Agencies Very Low 0.00% 0.00% 0.00% 8.33% 0.00% 4.17% 0.00% 0.00% Low 4.17% 12.50% 4.17% 8.33% 37.50% 16.67% 4.17% 0.00% Neutral 16.67% 20.83% 29.17% 29.17% 37.50% 45.83% 0.00% 25.00% High 37.50% 41.67% 37.50% 16.67% 20.83% 29.17% 45.83% 41.67% Very High 41.67% 25.00% 29.17% 37.50% 41.70% 41.70% 50.00% 33.33% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% My input and Leadership I have I have the Clear direction Receive Understand opinons matter responds appropriate needed training from leadership appropriate what is expected timely/appropria materials/equip recognition tely ment Strongly Disagree 8.32% 4.17% 0.00% 0.00% 4.17% 4.17% 0.00% Disagree 20.83% 25.00% 0.00% 20.83% 8.33% 12.50% 12.50% Neutral 16.67% 20.83% 8.33% 8.33% 12.50% 20.83% 16.67% Agree 37.50% 29.17% 37.50% 50.00% 37.50% 41.67% 41.67% Strongly Agree 16.67% 20.83% 54.17% 20.83% 37.50% 20.83% 29.17% 33.33% 5

7 PUBLIC SAFETY PARTNERS FIRE DEPARTMENTS Bellevue Fire Department Chief Mark Jordan Benton Township Fire Department - Chief Tim James Charlotte Fire Department Chief Kevin Fullerton Delta Fire Department Chief John Clark Eaton Rapids City Fire Department Chief Roger McNutt Eaton Rapids Township Fire Department Chief Rob Herig Grand Ledge Fire Department Chief Rodney VanDeCasteele Hamlin Township Fire Department Chief Scott Blackmer Olivet Fire Department Chief John Collins Potterville City Fire Department Chief Brent Corkwell Roxand Fire Department Chief Wes Waldo Sunfield Fire Department Chief Tim James Vermontville Fire Department Chief Matt Emery Windsor Township Fire Department Chief Phillip Miller 6

8 PUBLIC SAFETY PARTNERS EMS Bellevue Medical First Responders Stuart Black Benton Twp EMS Delta Twp EMS Eaton Area EMS John Truba Grand Ledge EMS Vermontville EMS Windsor Twp EMS 7

9 MISSION STATEMENT Eaton County Central Dispatch is dedicated to providing the vital communications link between our community and public safety in a prompt and professional manner. We will work hard to fulfill our mission in a manner that inspires faith and confidence from the public and all of the agencies we serve. 8

10 AWARDS, RECOGNITION AND HIGHLIGHTS On February 17th, Michael Bialkowski received an abandoned call from a mobile phone, which does not provide the exact location or even the name of the caller. Unable to get a hold of the caller through traditional means, Bialkowski leveraged a new technology, Smart911 Chat, to retrieve the caller s location and emergency via SMS text messaging. Since the caller needed mental health assistance, Bialkowski immediately dispatched first responders who safely transported the caller to the hospital for medical care. 9

11 We were pleased to have several members of the Michigan Public Service Commission stop by for a tour. The MPSC helps to regulate the system for the State of Michigan. Michigan s Lt. Governor stopped by Eaton County Central Dispatch for a tour. The Lt. Governor acknowledged that Eaton County has worked hard to protect kids by equipping school leaders with appbased panic buttons. The panic button, which is installed directly on a smartphone, is integrated directly with emergency dispatchers so that during an emergency school staff can alert authorities with a single button. Lt. Governor Calley was pleased to see the innovation and collaboration taking place in Eaton County and thanked operators statewide for their service and commitment to the safety of Michiganders. 10

12 Supervisor Kelley Antcliff and Dispatcher Jessica Canales were recognized for their outstanding efforts to aid a citizen in need by using Smart911. A call was received from a woman concerned for her daughter s friend. Melanie (an alias name), whom admitted to the woman s daughter via text that her mother was being beaten. After retrieving Melanie s mobile phone number from the woman, Antcliff immediately initiated a text conversation with the 11-year-old using Smart911 chat. Melanie quickly responded and confirmed that her mother was being abused by her boyfriend and was badly injured. Supervisor Antcliff made sure Melanie was hidden in a safe place and continued to gather information for the responding officers. Upon arrival, Deputies heard screaming from inside the home and used forced entry to find Melanie s mother bleeding from the head. Emergency Medical Services were dispatched and the male was taken into custody. 11

13 FIRE OPEN HOUSES 12

14 2016 STATISTICS Police 73,689 EMS 13,814 FIRE 5,455 Total Calls for Service: 92,958 13

15 2016 STATISTICS EMS CALLS FOR SERVICE Bellevue MFR Benton Twp EMS Delta Twp EMS Eaton Area EMS Grand Ledge EMS Vermontville EMS Windsor Twp EMS Outside Agencies Total EMS Calls ,031 5,535 1, ,814 14

16 2016 STATISTICS FIRE CALLS FOR SERVICE Bellevue Fire Benton Twp Fire Charlotte Fire Delta Fire Eaton Rapids City Fire Eaton Rapids Twp Fire Grand Ledge Fire Hamlin Twp Fire Olivet Fire Potterville City Fire Roxand Twp Fire Sunfield Fire Vermontville Fire Windsor Fire Outside Agencies Total Fire Calls , ,455 15

17 2016 STATISTICS POLICE CALLS FOR SERVICE Bellevue Police Charlotte Police Eaton County Sheriff - Delta Eaton County Sheriff - Out County Eaton County Sheriff - Animal Control Eaton Rapids Police Grand Ledge Police Michigan State Police Olivet Police Potterville Police Outside Agencies Total Police Calls 1,200 9,038 19,966 18,151 2,255 5,475 8,018 4, , ,689 16

18 2016 STATISTICS SMART 911 Safety Profile Pops Tickets With Chat Facility Profile Pops Panic Button Activity Safety Profiles Created Total Safety Profiles 1,315 2,882 1, ,308 17

19 2016 STATISTICS NIXLE ALERTS/FACEBOOK Total Nixle Subscribers 10,160 Nixle offers free and paid notification services for local police departments, county emergency management offices, municipal governments and their agencies. The Nixle service allows government agencies to send messages to local residents via phone, and web. Information is delivered almost instantly. We have 6,545 follows on Facebook. We added 1,200 Likes to our Facebook page - we ended the year with 3,836 Likes. 18

20 2016 STATISTICS NEW ADDRESSES ECCD is responsible for the issuance of addresses in the county. New Builds alone, not including address changes are up 25% from We are also seeing an increase in residential road development plus we can look forward to a large condominium development in Delta Township south of Willow and west of I New Build Addresses

21 2016 STATISTICS TRAINING Training continues to be a vital part of Eaton County Central Dispatch. With changing technology and systems, the need for ongoing training remains imperative to the quality of service that we provide to the agencies we serve and the citizens and visitors to Eaton County. In addition to our monthly in-house training, our telecommunicators attended almost 800 hours of training this year. We participated in a full scale Active Violence Incident training at Charlotte High School. The exercise encompassed dispatch, police, fire and EMS personnel. 20

22 2016 STATISTICS QA/WARRANTS/FOIA Dispatcher Quality Assurance % 99.50% 99.00% 98.50% 98.00% 97.50% 97.00% 96.50% 96.00% 95.50% Dispatch Calls Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec By The Numbers Warrants Entered FOIA Requests 7,