1. 2014 CENCOM Performance Measures 2014

2. Employee Development 3 Certified Training Officers 2 Acting Leads 1 Acting Assistant Supervisor 2 Assistant Supervisors 1 Supervisor CENCOM Training Program Initial Training 9 week Primary Call Receiver Academy (PCRA) 8 - 12 weeks of floor training with a Certified Training Officer (CTO) 3 months working on own as PCR 4 week Law Enforcement Academy (LEDA) 6 - 12 weeks of floor training with a CTO 6 months working on own as LE Dispatcher 6 day Fire Dispatch Academy (FDA) 2 - 4 weeks 1/2 days of floor training with a CTO

3. These training accomplishments would not have been possible without the dedication of CENCOM’s instructors, CTOs, and academy facilitators, as well as the countless employees who volunteered their time to assist within these roles. Continuing Education Advanced CTO training Peer Support and Critical Incident Stress. 40 hour Crisis Intervention training with law enforcement 40 hours of continuing education related to teamwork, data, Unified Command, drug taskforces, Amber Alerts and missing and exploited children. Supervisor group training on communication, leadership, and project management.

4. Average Tenure: 8.9 Years Retention Rates: Non-Probationary 90%. Probationary: 83% Hours of overtime worked: 10,379 hours Hours of overtime worked: 10,446 hours Retention Rates: Non-Probationary 98%. Probationary: 57% Average Tenure: 9.6 Years Average sick leave per employee: OUR EMPLOYEES 34.28 hours

6. IMAGE TITLE This is sample text, and should be replaced with actual content. Goal Meet or exceed national and local time standards for 911 call processing 2008200920102011201220132014 Answer 95% of all 911 calls within 15 seconds or less (NFPA 1221) 97.25%98.56%98.97%99.43%99.21%99.24%99.18% Answer 90% of all 911 calls within 10 seconds or less (CENCOM goal) 87.79%93.34%95.85%96.66%95.85%95.72%96.05%

7. Percentage of Abandoned Calls: 2013 = 3.59% 2014 = 4.01% Calls on Hold over 30 Seconds: 2013 = 2.28% 2014 = 2.85%

8. Total Events Dispatched 1993 to 2014 2014: 214,200 LE; 32,731 Fire/EMS; 3,692 other. 2013: 209,424 LE; 29,914 Fire/EMS; 2,231 other.

9. Priority 1 Law Enforcement 200920102011201220132014 Average Dispatch time for Priority 1 law enforcement calls. Goal: dispatch within 30 seconds of appearance in system 28.103228.1427 22.7 27.7 seconds

10. Fire Dispatching 20132014 80% within 60 seconds69.50%66.00% 95% within 106 seconds91.91%88.66% 90% within 90 seconds91.50%91.66% 99% within 120 seconds97.00%97.25% This is measured using the simple format below: 80 percent of emergency alarm processing shall be completed within 60 seconds and 95 percent of alarm processing shall be completed within 106 seconds except for o Calls requiring emergency medical dispatch questioning and pre-arrival medical instructions o Calls requiring language translation o Calls requiring the use of a TTY/TDD device or audio/video relay services o Calls of criminal activity that require information vital to emergency responder safety prior to dispatching units o Hazardous material incidents o Technical rescue events Which shall be completed within 90 seconds 90 percent of the time and within 120 seconds 99 percent of the time. NFPA 1221 - Fire/EMS Call Processing Times

11. 2369 inquiries in 2012 36 of those 2369 were external inquires 20 of those were founded.007% of all events processed resulted in a founded inquiry 1 Internal Investigation, 1539 inquiries in 2013 135 of those were external inquiries 15 of those 135 were KUDOS 108 of those 135 were founded..018% of all events processed resulted in a founded inquiry 2 Internal Investigations 983 inquires in 2014 50 of those were external inquiries 4 of those were KUDOS 24 of those 50 were founded..007% of the 308,058 events processed resulted in a founded inquiry 1 Internal Investigation, unfounded Customer Satisfaction

13. SYSTEM RELIABILITY GOAL: All systems functional and accurate 99.999% CAD: 100% MCT: 99.991% Radio: 100% 911: 99.981% MAP/CAD ADDRESS ACCURACY 92% of MSAG errors were corrected within 30 days 100% of MSAG error corrected within 90 days 90% of new names are entered into CAD within 7 days. P.01 Grade of Service Compliant