DEPARTMENT: Police Department
DEPARTMENT HEAD: William P. McManus, Chief of Police
COUNCIL DISTRICTS IMPACTED: Citywide
SUBJECT:
Communications Center Update
SUMMARY:
The San Antonio Police Department hired Berkshire Advisors to conduct a review of current Communications Center operations and provide recommendations for staffing improvements to attain NENA Standards. The consultant recommended hiring additional call takers, supervisors and aligning the personnel schedules with peak call volumes. The Office of the City Auditor also conducted a review of the Communications Center and confirmed the need for additional staffing.
BACKGROUND INFORMATION:
The Communications Center has made short-term improvements in (1) Grade of Service (GOS), (2) Answer Rate; and (3) Abandoned Call Rate, through
1. Voluntary overtime;
2. Moving expediters to call taking positions; and
3. Added 25 Call Takers during the mid-year 2016 budget process.
Year
Avg. Grade of Service
Avg. Answer Time
911 Abandoned %
Week of 8/5-8/11/16
94.8%
8.79 sec
14.3%
2016 YTD*
82.3%
11.9 sec
18.4%
2015 YTD*
65.4%
18.1 sec
22.4%
2015
53.3%
19.1 sec
22.0%
*Year-To-Date Jan 1-August 4, 2016
ISSUE:
Berkshire Advisors recommended the following:
1. Call Taker positions should increase from 93 to 142 FTE;
2. Modify the current staffing hybrid staffing model;
3. Segregated from non-emergency operations within the Communications Center; and
4. Hire additional supervisory staff to provide a ratio of eight (8) FTEs to every one (1) Supervisor.
The Office of the City Auditor also conducted a review of the Communications Center and its draft report:
1. Confirms the need for additional Call Taker staffing;
2. Recommends adding staff to implement a quality improvement process; and
3. Launching a public education campaign, to ensure the citizens of San Antonio know when to call 911, and when to use the non-emergency line.
Next Steps:
1) Implement a two-year staffing plan:
a. FY17 add 42 FTE ...
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