Facing the Challenges of Consolidation and Cross- Training · Facing the Challenges of...
Transcript of Facing the Challenges of Consolidation and Cross- Training · Facing the Challenges of...
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Facing the Challenges of Facing the Challenges of Consolidation and CrossConsolidation and Cross--TrainingTraining
Lisa Martinez Sullivan Lisa Martinez Sullivan Support Services ManagerSupport Services Manager
Santa Cruz Consolidated Santa Cruz Consolidated Emergency Communications CenterEmergency Communications Center
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SantaSanta Cruz Consolidated Emergency Communications CenterCruz Consolidated Emergency Communications Center
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SantaSanta Cruz Consolidated Emergency Communications CenterCruz Consolidated Emergency Communications Center
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SantaSanta Cruz Consolidated Emergency Communications CenterCruz Consolidated Emergency Communications Center
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The CrossThe Cross--Training ChallengeTraining Challenge
• Do You Do It?
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The CrossThe Cross--Training ChallengeTraining Challenge
• Do You Do It?
• Who Gets It?
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The CrossThe Cross--Training ChallengeTraining Challenge
• Do You Do It?– Workload Distribution
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Workload DistributionWorkload Distribution
89%
6% 5%
Law Fire EMS
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The CrossThe Cross--Training ChallengeTraining Challenge
• Do You Do It?– Workload Distribution
– Staffing Resources
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SCCECC Organization ChartSCCECC Organization Chart
Blue Team Dispatchers
GeneralManager
Support ServicesManager
SystemCoordinator
Red Team Supervisor
Blue Team Supervisor
System Analyst/Tech.
Red Team Dispatchers
Board of Directors
Admin. Supervisor
Training Supervisor
Admin.Assistant Intern
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SCCECC Transition DispatchersSCCECC Transition Dispatchers
402Senior Dispatcher
17015Dispatcher
Law, Fire, EMS
Law Only, 4 Channels
Law Only, 1-3 Channels
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Specialization SurveySpecialization Survey• Conducted 10 months after cut-over
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Specialization SurveySpecialization Survey• Conducted 10 months after cut-over
• Ramifications– 75% identified scheduling impacts
– 38% identified training availability
– 6% identified promotional issues
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Specialization SurveySpecialization Survey• Conducted 10 months after cut-over
• Ramifications– 75% identified scheduling impacts
– 38% identified training availability
– 6% identified promotional issues
• Preferences– 13% preferred Law only
– 38% preferred Fire/EMS only
– 44% preferred cross-training
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The CrossThe Cross--Training ChallengeTraining Challenge
• Do You Do It?– Workload Distribution
– Staffing Resources
– Deployment and Scheduling
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The CrossThe Cross--Training ChallengeTraining Challenge
• Who Gets It?– No cross-training
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The CrossThe Cross--Training ChallengeTraining Challenge
• Who Gets It?– No cross-training
– Some cross-training
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The CrossThe Cross--Training ChallengeTraining Challenge
• Who Gets It?– No cross-training
– Some cross-training
– All cross-training
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The CrossThe Cross--Training ChallengeTraining Challenge
• How Do You Do It?– Selection
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The CrossThe Cross--Training ChallengeTraining Challenge
• How Do You Do It?– Selection
• By Position
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The CrossThe Cross--Training ChallengeTraining Challenge
• How Do You Do It?– Selection
• By Position
• By Desire
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The CrossThe Cross--Training ChallengeTraining Challenge
• How Do You Do It?– Selection
– Program
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The Cross-Training Challenge
– Our Experience
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SCCECC Workload DistributionSCCECC Workload Distribution
89%
6% 5%
Law Fire EMS
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SCCECC DeploymentSCCECC Deployment
50300-0600
70100-030091200-010081000-1200
70800-100060600-0800
LevelTime
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SCCECC SchedulingSCCECC Scheduling
• Bid annually, by seniority.
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SCCECC SchedulingSCCECC Scheduling
• Bid annually, by seniority.
• Combination of 10 and 12 hour shifts.
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SCCECC SchedulingSCCECC Scheduling
• Bid annually, by seniority.
• Combination of 10 and 12 hour shifts.
• Offer as many shifts as there are dispatchers bidding.
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SCCECC SchedulingSCCECC Scheduling
• Bid annually, by seniority.
• Combination of 10 and 12 hour shifts.
• Offer as many shifts as there are dispatchers bidding.
• Restrict certain shifts for Senior Dispatchers, EMD’s, and trainees.
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SCCECC Selection Process
• Senior Dispatchers are required to be cross-trained.
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SCCECC Selection Process
• Senior Dispatchers are required to be cross-trained.
• Voluntary for all other Dispatchers.
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SCCECC Selection Process
• Senior Dispatchers are required to be cross-trained.
• Voluntary for all other Dispatchers.
• The art of cross-training.
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Fire/EMS vs. Law Enforcement
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Fire/EMS vs. Law Enforcement
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Fire/EMS vs. Law Enforcement
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SCCECC Selection Process
• Senior Dispatchers are required to be cross-trained.
• Voluntary for all other Dispatchers.
• The art of cross-training.
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SCCECC Training ProgramSCCECC Training Program
• Law
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SCCECC Training ProgramSCCECC Training Program
• Law
• Fire/EMS
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SCCECC Training ProgramSCCECC Training Program
• Results– 79 % success rate, CTO program
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SCCECC Training ProgramSCCECC Training Program
• Results– 79 % success rate, CTO program
– 92% success rate, cross-training
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SCCECC Current DispatchersSCCECC Current Dispatchers
n/a
6
Law Only, 4 Channels
n/a
6
2-3 Law + Fire/EMS
8n/aSenior Dispatcher
104Dispatcher
4 Law + Fire/EMS
Law Only, 2-3 Channels
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SCCECC Performance DataSCCECC Performance Data
72.2
89.9
0
20
40
60
80
100
EMD Compliance
19962000
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Fire/EMS Average Total Processing TimeFire/EMS Average Total Processing Time
1:512:00
1:33 1:29 1:291:22
0:00
0:14
0:28
0:43
0:57
1:12
1:26
1:40
1:55
2:09
Dec. '97
Feb. '98Jul. '9
8Feb. '99
Jul. '99
Jun. '00
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The Moral of the Story…The Moral of the Story…
• Do the analysis.
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The Moral of the Story…The Moral of the Story…
• Do the analysis.
• Don’t be cornered by the data; practice the “art” of cross-training.
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The Moral of the Story…The Moral of the Story…
• Do the analysis.
• Don’t be cornered by the data; practice the “art” of cross-training.
• Be flexible; be prepared to let your cross-training program evolve over time.
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The Moral of the Story…The Moral of the Story…• Do the analysis.
• Don’t be cornered by the data; practice the “art” of cross-training.
• Be flexible; be prepared to let your cross-training program evolve over time.
• Give your dispatchers the “big picture”; educate them about the cultural and philosophic differences between Law and Fire/EMS call-taking and dispatching.
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Facing the Challenges of Facing the Challenges of Consolidation and CrossConsolidation and Cross--TrainingTraining
Lisa Martinez Sullivan Lisa Martinez Sullivan Support Services ManagerSupport Services Manager
Santa Cruz Consolidated Santa Cruz Consolidated Emergency Communications CenterEmergency Communications Center
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“Virtual” Consolidation
An Introduction to an
Alternative Approach in
Santa Clara County
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Countywide Communications’ Projects
• Radio Interoperability
• Public Safety Data Communications Network
• Emergency Medical Dispatch– EMS Call Processing Times Study
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A Countywide Commitment
• City Managers Association of Santa Clara County
• Santa Clara County-Cities Association
• Police Chiefs Association
• Fire Chiefs Association
• Public Safety Communications Managers Association
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Need for Improved CommunicationsNeed for Improved Communications
– Recognized need for improved communications between all emergency communications systems within Santa Clara County
– Technical Sub-Committees formed. Tasked with investigating and implementing solutions
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Radio Interoperability ProjectRadio Interoperability Project
• Goal: Enable field units - PD -Fire - Medics with ability to communicate directly with each other via radio regardless of agency or jurisdiction
• Short-term solution:
– BAYMACs & BAYTALK
• Long-term solution:
– Co-wide Radio Infrastructure
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Public Safety Data Public Safety Data Communications NetworkCommunications Network
• Goal: Reduce call processing and event dispatching times
• Establish “CAD-to-CAD” & RMS links between dispatch centers
• Ensure timely and efficient dissemination of critical officer and firefighter safety information
• In Progress: Hiring System Design Expert to design the network
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Countywide EMD Project Countywide EMD Project Mission StatementMission Statement
• To advance and support the Emergency Medical Dispatch professional; to ensure citizens in need of emergency, health and social services are matched safely, quickly and effectively with the most appropriate resource; based on national standards of protocol compliance and patient care.
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Countywide EMS Call Countywide EMS Call Processing Times StudyProcessing Times Study
• Significant findings showed a wide variety of operational conditions between agencies– Types / levels of technology
– Call processing times (differences in definition)
– Medical call processing standards
– Methods of relaying EMS info for Dispatch
– Prioritization of emergency equipment response levels
– Call volumes
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Countywide EMS Call Countywide EMS Call Processing Times StudyProcessing Times Study
• Significant findings showed average EMS CPT’s countywide varied anywhere from 1-3 minutes
• The study provided data to support need for: – Improved procedures for processing EMS calls
– Countywide Radio Interoperability
– Countywide Data Communications Network
– Countywide Emergency Medical Dispatch
– Countywide Training and QI Program
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Want to Hear More?Want to Hear More?
• Follow-up presentation Navigator 2001
• The results of Santa Clara County’s efforts to establish “Virtual Consolidation”
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Questions?Questions?
• Cindy Keehen, Communications Supervisor, San Jose Fire Dept.– [email protected]