Cuyahoga County: Public Safety Answering Point ... - Cleveland.com

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Cuyahoga County: PSAP Assessment Discussion Point Comments Definition/Function of Call Dispatcher versus Call Taker • Issues with Part-Time versus Full-Time Personnel Dispatcher Certification Dispatcher Certification Program should be developed General Comments Overall process and procedures among PSAPs should be documented following common themes, continuity, etc. The “Prom Queen” analogy…what is in it for me if I help out a poorer community • What will the County provide for assistance? • Establishing the initial COG. Collaboration with Mayors, Council etc. • CAD Coordinator position? Level of support received Increased level of support for enterprise CAD • New Phone System Needed at Cleveland Dispatch Better support for the Intergraph CAD system Page 30
Cuyahoga County: PSAP Assessment 6. Time Motion Studies Six Time Motion sessions were held throughout October and November to complete a simplified study. The first goal of the study was to establish a baseline for employee productivity within the three dispatch centers chosen. A second goal of the study was to observe/detect what redundant or inefficient tasks might be happening within the Dispatch Center. Three communities agreed to the Time Motion Study. The population of the three cities ranges from 13,000 to 19,000. Additionally, the geographical area of each of the three cities ranges from 4 to 10 square miles. Lastly, the number of officers in each of the three cities ranges from 16 to 43 on each police force. Each PSAP was visited twice for at least two hours per session. The evaluator attempted to get a modified random sampling of the calls within the PSAP by observing the centers for both an early morning (rush hour) period and also a late afternoon, early evening session. Representative Cities City PSAP Statistics City A *Population: 19,212 *Geographical area: 7.5 sq. mi *Number of Officers: 43 City B *Population: 14,001 *Geographical area: 4.4 sq. mi *Number of Officers: 27 City C *Population: 13,513 *Geographical area: 10 sq. mi *Number of Officers: 16 Time Motion Studies General Observations Jail Duties can/do take up time for the Dispatcher when the Jailer is not present Public of Cuyahoga County needs continued education about when to call actual 9-1- 1 phone line versus non-emergency phone line into the PSAP Technology in PSAPS is very outdated and not friendly in reducing amount of paper used within a Dispatch Center Actual 9-1-1 Emergency Calls were very low/limited during observation PSAPs received a lot of administrative phone calls from officers Dispatchers greet “walk-in” traffic to Police Department 24X7. Many residents that were considered “walk-in” traffic were filing a paper report that was not/did not need to be acted upon until Monday morning Dispatchers were managing/scheduling various City resources. For example, the “calling off” of School Crossing Guards Dispatchers that had a great deal of downtime could have been filing administrative reports for the Police Department Page 31
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Cuyahoga County: Public Safety Answering Point ... - Cleveland.com

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