1. Defining Performance Outcomes
Responding to Community Risk

2. Jim White, CFO, EFO, MiFireE
Fire Chief (Ret.) Winter Park, Florida
Director – Fire Rescue Institute
Valencia College School of Public Safety
Orlando, Florida

3. Baseline Performance must be:
Any process of continuous improvement requires the establishment of a baseline measurement.
Baseline Performance must be:
Clearly Defined
Easily Measureable
Mean Something
Offer an Opportunity for Reasonable Improvement

4. What Baseline Performances are you measuring?
Response Time:
Alarm Handling
Turn Out
Travel
Total
Water on the Fire
ROSC
Return to Service
Unit Reliability

5. Performances that are defined should include an anticipated outcome … Right?
How do you know without including a very specific anticipated outcome.

6. What are you measuring?

7. Outputs: Outcomes: Programs, Activities, and Services Offered
How often:
Fires
EMS
Effective Response Force
How fast:
Response times
Community Expectations:
Fire Loss Controlled
Return of Spontaneous Circulation
Credibility
Cost Efficient

8. What are you measuring?

9. Are we REALLY measuring what the community expects of us?

10. So how do we measure the OUTCOME performance? Success?

11. Let’s start with fire protection … How do you currently measure success?

12. STRUCTURE FIRE - MODERATE RISK
Community feedback
Similar expectation for other services
Ask the tough questions and then listen to the responses and use them to set goals
Measure past successes and failures … what happened and why?

13. EMERGENCY MEDICAL INCIDENT - MODERATE RISK
Clearly define YOUR agency’s role in EMS
Include the health care community in your outcome measurement
Measure patient outcomes, consistently!
The goals and objectives should reflect what YOUR agency can do to change the outcome.

14. TECHNICAL RESCUE & HAZARDOUS MATERIALS - MODERATE RISK
Safety of the operation
Time to establish YOUR level of service
Effective response force, and equipment, placed into service.
Limited data sets … measure how you performed and did you meet the expectations.

15. So … What does success look like?
FIRE – Do you measure ability of the effective response force to control the fire to the area of involvement found upon arrival?
EMS – Do you measure compliance with adopted protocols? Patient discharged? Time to procedures?

16. So … While measuring your system’s performance requires calculating time, and measuring it against a benchmark … Measurements of success are not always about time. To be completely successful in meeting your community’s expectations, you must measure your success in meeting those outcomes people expect.

17. Defining Performance Outcomes
Responding to Community Risk