Emergency Communications: Recommending Changes to Training and Supervision Drummond Kahn, Director of Audit Services Office of the City Auditor Portland, Oregon Association of Local Government Auditors Tampa, Florida May 2014

Today’s Presentation We’ll describe and discuss our July 2013 audit, Emergency Communications: Training, quality control and procedures warrant improvement. First, we’ll discuss the scope and objectives. Second, we’ll cover the findings and recommendations.

Quick Poll How many of you have reported on 911 services? Which specific topics or issues did you review?

What Were Our Objectives? Training and Development on dispatch skills, Quality Control over call handling, Whether procedures match partner agencies’ needs and staff expectations, and Whether earlier recommendations were implemented.

What We Found While operators are trained when hired, ongoing training is not sufficient. Quality control over call handling is lacking – no process to identify systemic issues.

What We Found Application of procedures may not match the Bureau’s needs. Bureau has not implemented all recommendations from 2002: No action plan to address hiring, training, and staffing levels, Need to improve communication.

Background and Factors $19 million budget, 111 call-takers, dispatchers, and trainees. New dispatch system in 2011, meaning new procedures and more training. Almost 980,000 calls and dispatch actions in 2012.

Detailed Findings Operators do not receive sufficient ongoing training and development. Training, learning environment, and staff morale were consistently mentioned as areas needing improvement in our interviews with operators. Employee survey showed “Learning Environment” was lowest-rated topic area. Call-handling quality control process lacking.

Detailed Findings Development and application of procedures may not meet needs: While input from partner agencies is sufficient, input from operators is lacking. Specific questions may not be followed and can confuse callers or operators.

Examples Location vs. address (well-known mall vs. street address) Obvious questions needed in all situations? “Can you breathe?” “Is there carbon monoxide?” “Are you pregnant?” Principles vs. rules How much judgment?

Areas Needing Improvement Call-processing time targets – can a “311” system speed up real emergency calls by diverting non-emergency calls? Specific staffing goals – still lacks specific goals and steps. Comprehensive plan to improve communication – now implementing 2012 plan.

Evaluation and Improvement Annual and call-specific evaluations – Rule vs. Principle Did minor error impact call or service delivery? Judgment? Who remains responsible? Morale impacts

Recommendations Provide additional ongoing training on call-handling practices Implement quality review to look for systemic problems, track and report trends Clarify expectations on the use of procedures and align with employee evaluations Provide clear direction to operators Implement remaining recommendations (from slide 11)

Criteria Association of Public Safety Communications Officials Commission on Accreditation for Law Enforcement Agencies Standard Operating Procedures Mission and Goals

Tips and Techniques Consider internal policies as well as public expectation Consider employee surveys and interviews as well as quantitative call data Consider outcomes from calls as well as call process (did caller get the right help) Consider compliance with rules as well as outcomes

Link to the Report Emergency Communications: Training, quality control and procedures warrant improvement (July 15, 2013) http://www.portlandonline.com/auditor/index.cfm?c=60923&a=455675

Questions? Let’s discuss any questions or concerns. How could a similar scope help your 911 system? Qualitative audit results vs. quantitative?

Thank you! Call or e-mail if you have questions! Drummond Kahn Director of Audit Services Office of the City Auditor City of Portland, Oregon (503) 823-3536 drummond.kahn@portlandoregon.gov www.portlandoregon.gov/auditor/auditservices http://twitter.com/PortlandAudits