PROGRAM/ACTIVITY REGIONAL DISPATCH
SOUTHWEST REGIONAL COMMUNICATION CENTER
GOALS AND OBJECTIVES MISSION/PROGRAM DESCRIPTION Southwest Regional Communications Center (SWRCC) is the consolidated emergency communications department serving the communities of Cedar Hill, DeSoto and Duncanville. SWRCC is a primary Public Safety Answering Point, which answers incoming 9-1- 1 calls and seamlessly integrates with the Police and Fire departments of each city for responses of personnel and equipment. This coordination of the three cities' resources allow citizens of each city to benefit by receiving the highest level of quality service. SWRCC's mission is to facilitate the delivery of emergency communications with professionalism and integrity, through the efficient and reliable collection and dissemination of critical information to the responders and citizens. Along with the above directives, SWRCC puts emphasis on Priorty P and Priority 1 calls. These calls are defined as life threatening situations. Priority P are emergency calls, with emergency defined as a set of circumstances that require immediate Law Enforcement, Fire and/or EMS response, due to the high probability of death or serious injury to a person; or a major crime in progress. Priority 1 are just-occurred incidents involving injury or having a high threat to life or bodily harm. The term just occurred normally refers to incidents that have taken place in the past three (3) minutes. Ultimately, the center's overall aim is to remain citizen and responder safety focused with objectives that will reach our communities and fulfil their needs. *Remain professional and exude integrity during all operations with our public, internal units, and external agencies. This will be measured through our Quality Assurance Process; supervisors and management systematically monitor and critique incoming and outgoing phone calls and radio traffic. *Obtain all pertinent information and correctly prioritize calls in order to ensure the officers, fire responders and medical service personnel are safe in their responses; dispatchers will follow protocol standards provided during call taking and dispatching. This will be measured through our Quality Assurance Process; supervisors and management systematically monitor and critique incoming and outgoing phone calls and radio traffic. *Maintain a structured training program to ensure employees remain competent in our discipline and to maintain a knowledgeable, ideal performing work force. A six week new employee training program is in place to prepare trainees for performance on the dispatch floor. The training program will also provide opportunities for continuing dispatch education for tenured employees. *Answer at least 90% of all emergent phone lines within ten (10) seconds. *Dispatch, on average, Priority P and Priority 1 calls within sixty (60) seconds of receipt.
*Keep the community informed of our progression, strategies and other services (e.g., Alarm Monitoring). This will be accomplished through our Public Relations Team and links on our citizen friendly SWRCC website.
PERFORMANCE MEASURES/SERVICE LEVELS
FY 2014 Actuals
FY 2015 Actuals
FY 2016 Target
FY 2017 Target
Activity Demand/Workload Number of emergency calls received
Number of Priority P calls Number of Priority 1 calls
Evaluate approximtely 3% of emergency calls dispatched for service
Efficiency/Effectiveness Measures M&O budget per capita for the Participating Cities Percentage of emergency calls answered in 10 seconds or less Average dispatching time (in seconds) per Priority P call (APCO industry standard is 60 seconds) Average dispatching time (in seconds) per Priority 1 call (APCO industry standard is 60 seconds) Overall average score of randomly evaluated calls at or above 90% accuracy
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