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MISSION AND GOALS

Mission Statement

Arlington Dispatch Services is responsible for providing the means by which the general public may report the existence of an incident requiring fire, police, or ambulance response; and to provide the means by which the incoming reports and requests are received, managed, and disseminated in a timely manner to the proper personnel and agencies.

The City's policy regarding the use of 911 is that the system be limited to emergency situations involving an immediate threat to life, safety, or health.

Stated Goal

The Dispatch Services Section goal is to cost-effectively provide prompt, accurate, and appropriate processing of emergency and non-emergency calls for service.

The objectives for Dispatch Services are:

• • To answer at least 92% of all 911 and 10-digit emergency calls within six (6) seconds or less;

  • To maintain an average dispatch time of two (2) minutes or less on police priority one and emergency calls;

  • To maintain an average dispatch time of twenty-five (25) seconds or less on fire priority one and two calls;

  • To maintain a ninety (90%) percent compliance rate on all Emergency Medical Dispatch (EMD) calls; and

  • To have all Telecommunicators, Training Assistants, and Supervisors maintain sixteen (16) hours of in-service training per calendar year.

Commitment To Customers

• • Reliability - Do the job right the first time.

  • Responsiveness - Our customers need prompt service.

  • Assurance - We must prove to our customers that we are skilled and capable of providing the highest level of services.

  • Empathy - We must be helpful and show genuine concern about the customer's problem.

  • Tangibles - We must provide a clean, neat environment and personal appearance that will reflect pride in our workplace.