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2008 ANNUAL REPORT

La Crosse County Emergency Services. 2008 ANNUAL REPORT. Public Safety Communications. 2. Mission Statement.

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2008 ANNUAL REPORT

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  1. La Crosse County Emergency Services 2008 ANNUAL REPORT Public Safety Communications

  2. 2

  3. Mission Statement The Public Safety Communications division of La Crosse County Emergency Services responds to public safety needs of people in La Crosse County by providing professional call-taking, dispatch and support services to pre-hospital medical, fire and law enforcement agencies. 3

  4. Public Safety Communications 2008 If there is one word that would best describe the overall theme for the Public Safety Communications Department in 2008, that word would be “CHANGE”. There were a number of policy and procedural changes that occurred within the department, one of which was “EMD”. “EMD” (Emergency Medical Dispatch) now provides callers with the service of receiving Emergency Medical instruction from trained personnel at Medical Dispatch, while responders are en route to the scene. In cooperation with the agencies we serve, our department was also very proactive in changing policy and procedure on how to handle Wireless 911 hang-up calls. The change for Wireless 911 hang-up calls was influenced by an incident that occurred at another call center in Wisconsin in the spring of 2008. Both of these changes in the department, among many others, have been implemented to better serve the citizens of La Crosse County. Although the above policy and procedural changes are significant in relation to the operation of the department and customer service, the change of personnel in the department is of even greater significance. This year, the department lost six personnel: four were due to retirement and the other two resigned. In all, the department lost 121 years worth of experience. Of those that retired, two were Supervisors and two were Telecommunicators, with each one having over 25 years or more of service to La Crosse County. Change is inevitable; and as this department moves forward, changes have to be made. Two of our current Telecommunicators have been promoted to Supervisors and the department has hired four new people to our staff to train and become professional Telecommunicators. 4

  5. Poster courtesy of SCC Communications Corp 5

  6. One Call Gets it All! • Police • Fire • EMS 6

  7. PEOPLE 7

  8. 8

  9. 2008 Judiciary and Law Committee Vickie Burke District # 26 Supervisor – Chair Joe Bilskemper District # 35 Supervisor Maureen Freedland District # 8 Supervisor Tara Johnson District # 18 Supervisor Ray Ebert District # 22 Supervisor Bridget Flood District # 12 Supervisor Joe Veenstra District # 3 Supervisor 9

  10. 2008 Public Safety Communications Board Chief Edward Kondracki, Chair La Crosse Police Department Chief Scott Alo, Vice-Chair Bangor Police Department Chief Gregg Cleveland La Crosse Fire Department Chief Randy Roeck Shelby Fire Department Interim Chief Tim Hauser Onalaska Police Department Chief Don Dominick Onalaska Fire Department Vicki Burke County Supervisor Bruce Ranis City Council Member Dr. Eric Voter Medical Doctor Sheriff Steve Helgeson La Crosse Sheriff’s Department Steve O’Malley La Crosse County Administrator 10

  11. 2008 Public Safety Communications Staff Supervisors Nancy Heimke Michael Thompson Ken Damaschke Nancy Lubinski Tim Vogel Karen Hoel – Retired Joseph O’Keefe –Retired Telecommunicators Senior Allan Tiedt Michael Sevallius Lori Peterson Melissa Rendler Dawn Heiden Lisa Deyo Ruth Krueger Sonja Christopherson Don Mollway Holly InglettDave Hutchison Sara Kappauf Rose Rosenbaum Mitch Tofstad Cory Lynch Senior (continued) Marsha Alens – Retired Susan Whitewater – Retired Chuck Kinsey* Telecommunicator Jason Allen Erika Brindisi Probationary Michelle Griffin Kevin Brickner Shannon Carey Zach Rieves Alfred Leano* Dispatch Clerk Kim Williams Secretary Patti McDonah Technology Coordinator Alan Blencoe Administrator Jay Loeffler * Resigned in 2008 Names in italic have served 20 or more years 11

  12. Public Safety Communications lost 121 years of experience in 2008 • Retired • Marsha Alens (27 Years) • Sue Whitewater (33 Years) • Karen Hoel (25 Years) • Joe O’Keefe (25 Years) • Resigned • Chuck Kinsey (11 years) • Alfred Leano (first year) 12

  13. Public Safety Communications Promotions Nancy Lubinski Most senior member of staff (30 years) 3rd/2nd Shift Relief Supervisor Tim Vogel 17 Years Experience 3rd Shift Supervisor 13

  14. Public Safety Communications New Team members Michelle Griffin Zachary Rieves Kevin Brickner Shannon Carey Staff is currently one telecommunicator short. Will be testing to establish a new eligibility list in March. 14

  15. Public Safety Communications Awards Michael Thompson 2008 Line Supervisor of the Year NICE Systems’ Public Safety Answering Points Finest Award NICE Systems provides security systems, including public safety communications call-monitoring software and equipment. Mike was named, in part, because of his work during the 2007 Flash Flooding event in La Crosse County and for his work in helping to bring enhanced 9-1-1 wireless capability to the La Crosse area. 15

  16. Telecommunicator’s Code of Ethics • As a telecommunicator, I regard myself as a member of an important and honorable profession. • I will keep myself in the best possible physical condition at all times. • I will perform my duty with efficiency at all times. • I will be exemplary in my conduct, edifying my conversation, honest in my dealings and obedient to the law of the city, state and country. • I will not, in the performance of my duty, work for personal advantage or profit. • I will at all times recognize that I am a public servant. • I will give the most efficient and impartial service of which I am capable at all times. • I will be courteous in my contacts at all times. • I will regard my fellow telecommunicators with the same standards as I maintain myself. • I will be loyal to my fellow telecommunicators with the same standards as I maintain myself. • I will be loyal to my fellow telecommunicators, my superiors and my agency. • I will accept responsibility for my actions. • I will do only those things that will reflect honor on my fellow telecommunicators, my agency and myself. 16

  17. SERVICES 17

  18. Communications Center Services • Telephone Lines • 16 9-1-1 Land Line Trunks • 15 9-1-1 Cellular Line Trunks • 2 Emergency Alarm Lines • 2 Direct Lines • Franciscan Skemp Healthcare Center • Airport Security • 4 Lines La Crosse City Police Department • 2 Lines La Crosse Sheriff’s Department • 2 Lines Onalaska Police Department • 1 Line Town of Shelby Police & Fire Department • 15 Total In/Out Lines for the Emergency Dispatch Center 18

  19. Radio Communications • POLICE DEPARTMENTS • La Crosse Police Dept • La Crosse Sheriff’s Dept • Onalaska Police Dept • Holmen Police Dept • West Salem Police Dept • Campbell Police Dept • Bangor Police Dept • Shelby Police Dept • FIRE DEPARTMENTS • La Crosse Fire Dept • Onalaska Fire Dept • Holmen Fire Dept • West Salem Fire Dept • Campbell Fire Dept • Bangor Fire Dept • Shelby Fire Dept • Farmington Fire Dept • AMBULANCE • Tri-State Ambulance • FIRST RESPONDERS • La Crosse First Responders • Onalaska First Responders • Holmen First Responders • West Salem First Responders • Bangor First Responders • Campbell First Responders • Farmington /North Bend First Responders • Shelby First Responders • Brice Prairie First Responders • PUBLIC WORKS DEPT • City of La Crosse • County of La Crosse • Town of Shelby • OTHER • Marine Band Radio • MTU • Airport • La Crosse Center 19

  20. Radio Communications continued • PAGING • La Crosse Fire Dept • Onalaska Fire Dept • Holmen Fire Dept • Shelby Fire Dept • Bangor Fire & First Responders • Campbell Fire & First Responders • Farmington Fire & First Responders • West Salem Fire & First Responders • Brice Prairie First Responders • Dive/Rescue Team • Emergency Government • Emergency Alert System • Mass Casualty Team 20

  21. Radio Communications continued • Bangor Fire Department • Campbell Fire Department • Farmington Fire Department • Holmen Fire Department • Shelby Fire Department • Sirens • Bangor Warning System • Holmen Warning System • La Crosse Warning System • West Salem Warning System We provide Law Enforcement Computer services for all criminal justice agencies in La Crosse County. Monitor Marine Band Radio and dispatch for water-related emergencies. 21

  22. It’s just another day! During an Average day in 2008, we: • Answer or place 871 phone calls • Answer 79 9-1-1 calls • Dispatch 294 police calls for service • Dispatch 16 emergency medical calls for service • Dispatch 6 fire calls for service • Obtain 105 criminal histories • Obtain 95 driving records • Obtain 10 vehicle registration records • Send 8 administrative messages • Enter 9warrants • Cancel 9warrants 22

  23. 2008 Average Calls For ServiceBy Hour Help! Average Calls 1st Shift 2nd Shift 3rd Shift 35% 40% 25% Hours of the Day 23

  24. Busiest Day of the Week Total calls for service for the year for each day of the week 24

  25. LAW ENFORCEMENT 25

  26. 2008 Law EnforcementCalls For Service La Crosse Police Dept 59,985 La Crosse Sheriff’s Dept 22,170 Onalaska Police Dept 13,526 Holmen Police Dept 5,057 Campbell Police Dept 4,091 Bangor Police Dept 3,640 West Salem Police Dept 3,455 Shelby Police Dept * TOTAL POLICE CALLS FOR SERVICE 111,924 *Shelby’s statistics are included with the Sheriff’s Dept total. 0% 26

  27. Law Enforcement CallsFor Service – 15-year History The above chart reflects one count per agency per call 27

  28. Law EnforcementCalls In 10 Years 1% 28

  29. EMERGENCY MEDICAL 29

  30. 2008 Emergency Medical Calls La Crosse First Responders 3,339 Onalaska First Responders 980 Holmen First Responders 439 West Salem First Responders 347 Campbell First Responders 222 Shelby First Responders 168 Bangor First Responders 154 Farmington First Responders 83 Brice Prairie First Responders 42 Coon Valley First Responders (La Crosse County Calls) 7 TOTAL EMERGENCY MEDICAL CALLS5,781 15 % 30

  31. Emergency Medical Calls15-Year History 31

  32. Emergency Medical CallsIn 10 Years 78% 32

  33. FIRE 33

  34. 2008 Fire Calls Dispatched La Crosse Fire Dept 1,245 Onalaska Fire Dept 422 Holmen Fire Dept 143 West Salem Fire Dept 98 Shelby Fire Dept 53 Bangor/Rockland Fire Dept 49 Campbell Fire Dept 50 Farmington Fire Dept 18 Coon Valley Fire Dept 2 TOTAL FIRE CALLS 2,080 13 % 34

  35. Fire Calls Dispatched15-Year History 35

  36. Fire CallsIn 10 Years FD 8% 36

  37. PHONE CALLS 37

  38. Total Calls 2008 318,653 26,554 871 25.831 24.999 24.144 25.738 28,018 28,422 28,639 26,905 28,691 27,565 24,198 25,503 • 2007 • 351,796 • 29,316 • 964 • 29,968 • 30,281 • 31,102 • 29,844 • 34,242 • 30,643 • 31,391 • 38,409 • 33,734 • 33,242 • 26,533 • 30,831 Total Calls Average per Month Average per Day By Month January February March April May June July August September October November December 9% 38

  39. Telephone CallsBy Month 39

  40. Past 15-year History (all calls) All-time total - 8,313,499 (since dispatch center inception in 1983) 40

  41. Telephone Calls 10 YearComparison: 13% 41

  42. 9-1-1 Phone Calls • 20082007 • Total 9-1-1 Calls 28,830 28,444 • Average per Month 2,4002,370 • Average per Day 7978 • By Month • January 2,422 1,953 • February 2,2392,180 • March 2,0762,188 • April 2,1862,146 • May 2,3902,806 • June 2,5992,421 • July 2,5492,526 • August 2,3782,867 • September 2,6512,464 • October 2,4822,475 • November 2,2331,960 • December 2,6252,458 “9-1-1 Emergency!” 1% 42

  43. 9-1-1 Calls By Day Average 9-1-1 Calls 43

  44. 9-1-1 Calls by Month 44

  45. 9-1-1 Calls 15-Year History 25-year-total 559,559 45

  46. 9-1-1 Telephone CallsIn 10 Years: 9% 46

  47. 2008 9-1-1 Ring Time Facts • Answering 9-1-1 Performance • 10 seconds or less 93.16% of the time • 20 seconds or less 99.08% of the time • 40 seconds or less 99.93% of the time • 20 out of 28,798 took more than 40 seconds. • * National Emergency Number Association standards: • answer 90% of calls in 10 seconds or less (during busy hour) • answer 95% of the calls in 20 seconds or less. First full year of this obtaining this stat. Capability became available in November 2007. 47

  48. All-Time Telephone Records Total Calls Most in a 24-hour period • 2,399 – Sunday, August 19, 2007 • Flash Flooding Least in a 24-hour period • 323 - Sunday, April 30, 1989 Most in a month • 35,542 – August 2007 (1,147 per day average) Least in a month • 20,251 - February, 1987 (723 per day average) Most in a Year • 374,726 – 2000 Least in a Year • 291,233 - 1987 9-1-1 Calls Most in a 24-hour period • 256 – Sunday, August 19, 2007 • Flash Flooding Least in a 24-hour period • 19 - Tuesday, December 25, 1984 Most in a month • 3,037 – December 2000 (98 per day average) Least in a month • 1,198 - February, 1986 (43 per day average) Most in a Year • 29,668 – 2001 Least in a Year • 17,621 - 1987 48

  49. Busiest Days on Record • All Calls • 2,399 – Sunday, August 19, 2007 • 2,097 – Saturday, January 27, 1996 • 2,056 – Saturday, June 27, 1998 • 1,899 – Friday, February 9, 2001 • 1,672 – Wednesday, January 20, 1993 • 9-1-1 Calls • 256 – Sunday, August 19, 2007 • 246 – Saturday, June 27, 1998 • 233 – Saturday, August 18, 2007 • 209 – Friday, February 23, 2007 • 201 – Sunday, August 26, 1990 49

  50. 2008 Comparisons with 2007 • Total Calls – Down 9% • 9-1-1 Calls – Up 1% • Law Enforcement Calls – 0% • Fire Calls – Up 13% • EMS Calls – Up 15% 50

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