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Police Communications Branch Call Management Superintendent Kevin GALVIN

Police Communications Branch Call Management Superintendent Kevin GALVIN OPERATIONAL SUPPORT DIVISION. Purpose of Presentation. Explain how EPS responds to 9-1-1 emergency calls Highlight how call volumes and response times are changing

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Police Communications Branch Call Management Superintendent Kevin GALVIN

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  1. Police Communications BranchCall Management Superintendent Kevin GALVIN OPERATIONAL SUPPORT DIVISION

  2. Purpose of Presentation • Explain how EPS responds to 9-1-1 emergency calls • Highlight how call volumes and response times are changing • Review how we determine what priority a call will receive • Highlight what factors impact response times

  3. EMERGENCY NON-EMERGENCY POLICE FIRE 780-423-4567 Non-emergency Call Call evaluated AMBULANCE 911 Emergency Call Is Police response required? yes no Online report Dispatch Referral to other agency Report to community station

  4. Call Evaluation The Call Evaluators’ decision to enter a call for dispatch and assign an appropriate response level is influenced by: • Information provided by the caller (Verbal/background) • EPS Policy (Call Path Chart) • Call Centre Procedures (Incident Specific)

  5. Emergency and Non-Emergency RESPONSE LEVELS

  6. Call Volume Source: Cognos Queries, data as of Oct 3, 2013. 2013 statistics as of September 30; 2010-2012 statistics as of December 31 # of dispatched calls do not include on-view events.

  7. Response Times Source: Cognos Queries, data as of Oct 3, 2013. 2013 statistics as of September 30; 2010-2012 statistics as of December 31 Level 1 response time to a fixed location; does not include impaired driving calls

  8. Call evaluation factors that impact response times • Number of incoming emergency calls • Complexity of call • Information provided by caller • Time required to conduct initial call evaluation • Increasing cell phone issues (eg. Pocket dials, location determination)

  9. Patrol factors that impact response times: • Number of resources working / available • Resources already allocated to calls • Urban sprawl • Population growth • Environmental factors (eg. weather, traffic conditions, construction zones, etc.) • Increasing complexity of criminal investigations • Increasing judicial requirements of investigations

  10. Conclusion • Call volumes are increasing • Response times holding steady, but decreasing for Priority 1 calls • A formal review of our 9-1-1 and dispatch call centre has been underway since the spring of 2012 • Continue to examine our 9-1-1 and dispatch call centre operations, looking for efficiencies and improvements.

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