Definition
This indicator measures the amount of time it takes to process a 911 call for emergency service. The goal is to process all 911 calls in 75 seconds or less each month.
Why is this important?
When customers call 911, they expect to have their phone call answered quickly and have their emergency addressed as soon as possible. In many cases, ATCEMS Communications provide life and limb saving pre-arrival instructions, and are valuable link in the chain of survival concept.
Note: In May 2017, we changed the way we process some 911 calls. Our goal was to reduce over use of emergency resources. These changes affect how we dispatch ambulances to some types of traffic incidents, but did not delay first responders. We are filtering those incidents out of call processing reporting starting in November 2017 and going back to May 2017. The reporting change will allow us to continue to accurately show the work of Communications Center personnel on a month-to-month basis.
This measure relates to our Strategic Goals for Service and Finance- S1, S2, S3, F2, and F3:
S1: To be an organization that strives to improve the lives of people in our community.
S2: To have a service delivery model that best serves the needs of our community.
S3: To be an organization that puts service before self.
F2: To be an organization that provides value to the community.
F3. To provide quality cost efficient service to the community.
Performance Measure Definition (PDF)
Click here to view our strategic goals (PDF)