Fire Dispatch Center Info

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Fire Dispatch Operations - Combined Communications Center/Combined Communications Building

Budget Year: 2011

Priority: Safety

Lead Department: Fire

Bid Name: Fire Dispatch Operations - Combined Communications Center/Combined Communications Building

Leverage Bid: No

Bid Type: Basic Bid

Linked To: None

Executive Summary: This bid funds FD Dispatch operations through the CCC (Combined Communications Center). This is an essential 24-7-365 operation. The CCC Receives/processes incoming 9-1-1 calls for fire, rescue and medical emergencies. The CCC dispatches for SFD and, through contract arrangements, for 14 other jurisdictions throughout Spokane County.

Bid Description: The bid provides for primary fire and EMS dispatch services being provided by the FD CCC. The bid ensures there is a system in place to receive and process incoming 9-1-1 calls for fire, rescue and medical emergencies. The CCC will automatically select recommended units, provide pre-arrival instructions to callers, dispatch required units, complete documentation of incident, and provide radio communications with dispatched apparatus. The CCC is the central emergency 24 hour contact point for 14 Spokane County fire agencies as well as the Spokane Fire Department. The CCC is the Spokane Area Fire Resource Center (SAFRC). SAFRC is the Washington State Emergency Management Department contact point for the northeast region utilized as a part of the State Mobilization System. The activities provided through this bid include an effective, efficient and responsive program of: 1. Dispatching services to all fire agencies within Spokane County. Through the use of specialized Computer Aided Dispatch software, Spokane Fire Department dispatchers are able to notify the appropriate personnel for emergency responses in their designated area 24-7. 2. Using ProQA Emergency Dispatch Software protocols to assist dispatchers in quickly determining the appropriate response code for each medical emergency case. ProQA guides dispatchers in providing all relevant Post-Dispatch and Pre-Arrival Instructions, as well as case completion information. 3. Dispatching appropriate resources through a county wide paging system. An alpha-numeric paging system is utilized to notify the appropriate agency’s personnel for response. 4. Communicating with emergency apparatus over a radio network. CCC personnel are required to maintain constant communications with responding apparatus to support command and control of emergency situations as well as provide additional or cancel un-needed resources. 5. Maintain the county wide street and run card network for the CAD system. CCC personnel are assigned to keep the CAD street and run-card files current and up to date. These files are used to determine which apparatus will be dispatched. 6. Tracking the location of response apparatus at all times. Both a manual and an Automatic Vehicle Locator (AVL) using Global Positioning System (GPS) is used to determine the closest apparatus to be dispatched for emergency response. 7. Providing a “back up” dispatch center. CCC personnel maintain a redundant center that can be staffed in an emergency. This center must be kept operational 24 hours a day, seven days a week and 365 days a year. 8. Providing Site Manager responsibilities for the CCB, acting as liaison to the other agencies that reside in the building. To assure the efficient and effective operation and function of building systems.

Bid Justification: This bid is in response to the Safety RFP. The bid primarily supports the strategy of providing timely and effective response and ensuring preparedness. This bid will specifically address the sub-strategy of Handling and Routing Calls for Service, Efficient Delivery of Service and Use of Innovative Technology. During 2009, the CCC made over 49,848 dispatches which resulted in well over 100,000 apparatus movements. CCC personnel provided Pre-arrival medical instruction to over 1,000 callers reporting medical emergencies. The CCC coordinated with AMR and other ambulance providers for over 22,000 ambulance response to assist fire agencies. The CCC utilizes a wide-variety of state of the art systems to provide service. Additionally, the CCB is a modern facility that incorporated numerous innovative technologies to insure efficient service delivery. The CCC has been able to meet the increasing number of calls for service with the same staffing levels due to outstanding performing employees and use of technology. The CCC regularly interacts with a wide range of emergency response and other agencies. They provide tours and information to the public and assist with conducting a variety of classes. The bid will provide the following level of service to meet the “Safety Purchasing Strategy” goal listed to provide emergency dispatching support to the fire department. 1. Provide timely dispatch services 24-7. 2. Provide emergency dispatch services for 14 fire agencies within Spokane County and SFD. 3. Provide necessary communications for 14 fire agencies within Spokane County and SFD. 4. Assure that all CCC dispatch personnel maintain their status as certified dispatchers as well as certified Emergency Medical Dispatcher (EMD). 5. Maintain a redundant “back-up” center that can be operational within 1 hour. 6. Compliance with all Combined Communications contract requirements.

Performance Measures: Answer all 9-1-1 calls within 10 seconds 95% of the time. Dispatch all emergency incidents within 1 minute 95% of the time.

Future Impacts:

Legal/Contractual Mandate: Yes

Competing Bid(s): No