Dispatch Partner

to
EMS, Fire and Law Enforcement in Dakota County
2013 Annual Report

Dakota Dakota Dakota
Communications Communications Communications
Center Center Center
1
2


Table of Contents
Page Section
5
6
9
19
26
35
33
45
Leadership
Organization
Administration
Operations
Technical Services
Facts & Statistics
Glossary
Member & Non-Member Agencies
46 Acknowledgement
Board of Directors
Executive Committee
Administration
Vision & Mission Statement
History
Governance & Organizational Charts
Public Safety Partners
Employment Activity
Employee Recognition Program & Awards
Finance
Supervisory & Communications Staff
Training
Process Improvement
Technical Services Team
Technical Projects & Implementations
2013 Statistics
End Statements
Step Up! 2013
DCC in the Community
3


Dakota Communications Center
Contact Information
Dakota Communications Center
651/322-1900
info@mn-dcc.org
www.mn-dcc.org

Administration
651/322-8660
jhildebrandt@mn-dcc.org

Diane Lind
Executive Director
651/322-1901
dlind@mn-dcc.org

Cheryl Pritzlaff
Operations Director
651/322-1902
cpritzlaff@mn-dcc.org


4


Membership
Members
Randolph-Hampton Fire District
City of Apple Valley
City of Burnsville
City of South St. Paul
City of Rosemount
City of West St. Paul
City of Hastings
City of Lakeville
City of Mendota Heights
Dakota County
City of Eagan
City of Farmington
City of Inver Grove Heights
Miesville Fire Department
Non-member agencies served by the DCC under fee arrangement
5


Leadership
Board of Directors
The Board of Directors is the DCC governing body. The Board is made up of one
elected official from each of the twelve member jurisdictions. The group provides
policy leadership and approves general policies relating to budget, finance and legal
matters.

In 2013, the Board of Directors was chaired by Inver Grove Heights Mayor, and DCC
charter member, George Tourville. South St. Paul Mayor Beth Baumann, also a char-
ter member, served as Vice-Chair. The DCC also welcomed a number of new faces to
the Board of Directors.

The directive of the Board of Directors is to guarantee accountability to the people of
Dakota County by assuring that the DCC (A) achieves appropriate results for the ap-
propriate persons at an appropriate cost and (B) avoids unacceptable activities, condi-
tions and decisions.
City of Apple Valley
Primary: Councilmember John Bergman
Alternate: Councilmember Clint Hooppaw
City of Inver Grove Heights
Primary: Mayor George Tourville
Alternate: Councilmember Dennis Madden
City of Burnsville
Primary: Councilmember Bill Coughlin
Alternate: Councilmember Mary Sherry
City of Lakeville
Primary: Councilmember Kerrin Swecker
Alternate: Councilmember Bart Davis
Dakota County
Primary: Commissioner Mike Slavik
Alternate: Commissioner Chris Gerlach
City of Mendota Heights
Primary: Councilmember Ultan Duggan
Alternate: Councilmember Mike Povolny
City of Eagan
Primary: Councilmember Gary Hansen
Alternate: Councilmember Cyndee Fields
City of Rosemount
Primary: Councilmember Jeff Weisensel
Alternate: Mayor Bill Droste
City of Farmington
Primary: Councilmember Jason Bartholomay
Alternate: Councilmember Christy Fogarty
City of South St. Paul
Primary: Mayor Beth Baumann
Alternate: Councilmember Tom Seaberg
City of Hastings
Primary: Councilmember Joe Balsanek
Alternate: Mayor Paul Hicks
City of West St. Paul
Primary: Councilmember Dick Vitelli
Alternate: Councilmember Ed Iago
6


Leadership
Executive Committee
The City and County Administrators/Managers from the twelve member jurisdic-
tions comprise the DCC Executive Committee. The committee provides direction and
DCC operations over site subject to policy direction of the Board.

In 2013 the Executive Committee was chaired by Farmington City Administrator, Da-
vid McKnight. South St. Paul City Administrator Steve King served as Vice-Chair.

The DCC Executive Committee also saw a number of changes to 2013 representation.
We would like to thank charter members Craig Ebeling (Burnsville) and Tom Hedges
(Eagan) for their years of service to the Executive Committee. Best wishes to both
Craig and Tom in retirement.
City of Apple Valley
Primary: Administrator Tom Lawell
Alternate: Asst Administrator Charles Grawe
City of Inver Grove Heights
Primary: City Administrator Joe Lynch
Alternate: Asst Administrator Jenelle Teppen
City of Burnsville
Primary: City Manager Heather Johnston
Alternate: Fire Chief BJ Jungmann
City of Lakeville
Primary: City Administrator Steve Mielke
Alternate: Police Chief Tom Vonhof
Dakota County
Primary: County Administrator Brandt Richardson
Alternate: Homeland Security Mgr BJ Battig
City of Mendota Heights
Primary: City Administrator Justin Miller
Alternate: Police Chief Mike Aschenbrener
City of Eagan
Primary: City Administrator Dave Osberg
Alternate: Asst Administrator Dianne Miller
City of Rosemount
Primary: City Administrator Dwight Johnson
Alternate: Asst Administrator Emmy Foster
City of Farmington
Primary: City Administrator David McKnight
Alternate: Police Chief Brian Lindquist
City of South St. Paul
Primary: City Administrator Steve King
Alternate: Police Chief Bill Messerich
City of Hastings
Primary: City Administrator Melanie Mesko-Lee
Alternate: Asst Administrator Julie Flaten
City of West St. Paul
Primary: City Manager Matt Fulton
Alternate: Asst Manager Sherrie Le
7


Leadership
Executive Director
The Executive Director is the Board of Directors on-
ly employee. The Director implements policy direc-
tion of the Board and Executive Committee, prepares
the annual operating and capital budgets and appoints
all other DCC employees.

Diane brings 29 years of dispatch and supervisory ex-
perience to the DCC. She has been the Executive Di-
rector since January, 2011.
The Operations Director provides leadership for the
DCCs around-the-clock dispatch operations, training
and technical support. The Operations Director also
works closely with the Joint Operations Committee
ensuring lines of communication between the DCC
and our partners are always open, and issues are ad-
dressed in a timely fashion.

Cheryl brings 29 years of dispatch and supervisory
experience to the DCC. She has been the Operations
Director since February, 2011.
Operations Director
Hired in October, 2006 as the second employee of Da-
kota Communications Center, Jen Hildebrandts re-
sponsibilities quickly expanded to include all DCC
administration support, office management and human
resource benefits administration.

Jen has participated in all Board, Executive Commit-
tee and Operations meetings for seven years, witness-
ing the dispatch transformation from individual agen-
cy departments to consolidation as a partner to our
member agency Fire/EMS and Law Enforcement
agencies.
Executive Assistant
Administration
8


Organization
Mission Statement
The mission of the Dakota Communications Center is to serve and protect public
safety by providing a vital communications link between the community and their
public safety responders. We recognize both as our customers.

In furtherance of our mission, we are committed to:
The highest standards of integrity and customer service.
Efficient and effective acquisition and dissemination of information.
Accountability for performance and conduct.
Continuous improvement through professional development.


Vision
The Dakota Communications Center will enhance the ability of public safety agen-
cies to respond effectively to people in need more efficiently than our communities
can do on their own.

9


Organization
History
Created in 2005 by a Joint Powers Agreement formed of the eleven cities in Dakota
County and the County itself, Dakota Communications Center (DCC) was conceptual-
ized to be a state of the art 9-1-1 dispatch center that provided top of the line service to
its member agencies.

In December 2007, after consolidating all Dakota County dispatch centers into one
location, the DCC opened its doors and began providing services to member law en-
forcement, fire and emergency medical agencies.

As a joint entity, the Dakota Communications Center consortium is part of the
ARMER radio system and has been able to offer increased services like emergency
medical dispatch (EMD), automatic vehicle location (AVL), and Mass Telephone No-
tification (MTNS) to member responders and Dakota County citizens.






Screen shot of the mass telephone notification system capable of identifying a specific area of addresses to notify in
the event of an emergency.
10


Organization
End Statements
Public Safety Dispatch Operations
Member Communities and Agencies Trust in Public Safety Response and Service
Rendered by the DCC.

Outcomes and Measures:
Outcome: In-coming calls for service shall be answered promptly.
Measure: Incoming 9-1-1 calls shall be answered within the time standards adopted by
the Board of Directors. The Executive Director shall report 9-1-1 answering
times on a monthly basis and provide for an annual review of performance
against the time standards adopted by the Board of Directors.

Outcome: In-coming calls for service shall be answered in a courteous and professional
manner.
Measure: A caller survey will be utilized. Survey targets will be benchmarked and im-
provement targets adopted as deemed necessary by the Board of Directors.
The Executive Director shall report the results of the caller survey on a
monthly basis and provide for an annual review of performance against the
survey targets adopted by the Board of Directors.

Outcome: High priority calls for service shall be dispatched promptly to responding
agency staff.
Measure: High priority calls for service shall be dispatched within the time
standards adopted by the Board of Directors. The Executive Director shall
report high priority dispatch times on a monthly basis and provide for an an-
nual review of performance against the time standards adopted by the Board
of Directors.

Outcome: High priority calls for service dispatched to agency staff shall include a suffi
cient quality and quantity of information for responders to provide the proper
response with a high level of safety.
Measure: A user survey will be utilized. Survey targets will be benchmarked and im-
provement targets adopted as deemed necessary by the Board of Directors.
The Executive Director shall report the results of the user survey on a month-
ly basis and provide for an annual review of performance against the survey
targets adopted by the Board of Directors.



11


Organization
End StatementsContinued
Financial Management
The Communities We Serve Find the DCC to be Managed in a Responsible Manner,
Maintaining The Highest Standards of Service for the Most Cost-Effective Invest-
ment.

Outcomes and Measures:
Outcome: The Executive Director will develop and maintain a comprehensive financial
plan to include a fund balance policy, balanced budget, fixed assets policy,
investment policy and capital improvements program.
Measure: The DCC will create written financial policies such as the Comprehensive
Annual Financial Report that are understandable to the Board and the public.

Outcome: There will be a fair and complete cost allocation policy that is approved by
the membership.
Measure: The Executive Director will ensure that a review of the cost allocation policy
shall be conducted every five years by the Board of Directors.

Outcome: DCC financial accounting and auditing reports shall be provided in an accu-
rate and understandable manner.
Measure: The DCC Comprehensive Annual Financial Report, including the annual au-
dit shall be prepared in compliance with Government Accounting Standards
Board (GASB) requirements. The annual budget and monthly accounting
reports shall be understandable to the satisfaction of the Board of Directors.



12


Organization
End StatementsContinued
Customer/Member Satisfaction
DCC Services are Highly Valued by Member Response Agencies and the Communi-
ties They Serve.

Outcomes and Measures:
Outcome: Citizen users (9-1-1 Customers) perceive DCC services as a positive value.
Measure: Citizen satisfaction with DCC services will be tracked through surveys
of 9-1-1 callers. Survey targets will be benchmarked and improvement targets
adopted as deemed necessary by the Board of Directors. The Executive Di
rector shall report the results of the survey on a monthly basis and provide for
an annual review of performance against the survey targets adopted by the
Board of Directors.

Outcome: Member response agencies perceive DCC services as a positive value.
Measure: Member agency satisfaction with DCC services will be tracked through sur-
veys of agency users. An agency user survey will be utilized. Survey targets
will be benchmarked and improvement targets adopted as deemed necessary
by the Board of Directors. The Executive Director shall report the results of
the agency user survey on a monthly basis and provide for an annual review
of performance against the survey targets adopted by the Board of Directors.


Human Resources/Staff Relations
The DCC will Maintain Policies and Practices that Ensure a Highly Qualified and
Well Trained Work Force.

Outcomes and Measures:
Outcome: The DCC maintains an active and efficient recruiting plan that includes alter
native staffing plans.
Measure: Track/measure through communications involvement and recruitment targets.

Outcome: The DCC will establish and maintain a comprehensive training plan that in-
cludes the resources necessary for accomplishment.
Measure: Successful execution of training plan within the approved budget allocation.

Outcome: The DCC attrition rate will be within acceptable industry standards.
Measure: The DCC will report the annual attrition rate to the Board of Directors in
comparison to the Association of Public Safety Communications Officers
(APCO) standard for upper-Midwest PSAPs.
13


Organization
End StatementsContinued
Communications
DCC Members and the Communities They Serve are Well Informed About DCC Ser-
vices and Capabilities.

Outcomes and Measures:
Outcome: DCC will maintain a well-informed organization at all levels and among all
member and stakeholder groups.
Measure: DCC will establish internal communications practices that are effective in
creating stakeholder awareness of relevant information.

Outcome: DCC will project a positive image both inside and outside the communities it
serves.
Measure: DCC will maintain an informative, user friendly web site, participate in com-
munity outreach opportunities and take advantage of member managed com-
munications outlets.


Technology Management
DCC will Manage its Technology Resources in a Manner that Derives Full Value for
the Members.

Outcomes and Measures:
Outcome: DCC will assure that its technology resources are available when needed.
Measure: DCC will establish preventative maintenance and support programs to keep
its technology resources in a high state of readiness.

Outcome: DCC will assure that its technology resources are adequate to support the crit-
ical services provided.
Measure: DCC will develop and maintain a plan for evaluation, renewal and replace-
ment of its technology systems.
14


Organization
Governance Structure
County Board City Councils
Board of Directors
(Elected Officials with Weighted Voting)
Executive Committee
(Chief Administrative Officers of Member Juris-
dictions with Non-Weighted Voting)
Operations Committee
(Consensus when possible; When voting, 1
Seat1 Vote from Each Fire & Law Enforce-
ment Agency from JPA Member Communities.
Chair is Tiebreaker)
Executive Director
(DCC)
See Organizational Chart
Fire/EMS Operations
Subcommittee
(1 seat1 vote per
member Fire Depart-
ment & County EMS
Coordinator)
Law Enforcement
Operations
Subcommittee
(1 seat1 vote per
member Law Enforce-
ment agency)
Ad-Hoc Members
from
Non-JPA Communities
Ad-Hoc Members
from
Non-JPA Communities
15


Organization
DCC Organizational Chart
Executive Director
Operations Director
Executive Assistant
Training Supervisor Technical Support
Specialists
Dispatch
Supervisor
Dispatch
Supervisor
Dispatch
Supervisor
Dispatch
Supervisor
Dispatch
Supervisor
Dispatch
Supervisor
Day Shift
Dispatchers
Day Shift
Dispatchers
Mid Shift
Dispatchers
Mid Shift
Dispatchers
Dog Shift
Dispatchers
Dog Shift
Dispatchers
Loading Chart

Dispatchers 52 Operations Director 1
Dispatch Supervisors 6 Technical Support Spec. 2
Executive Assistant 1 Training Supervisor 1
Executive Director 1 Dispatcher Over-comp 2
16


Organization
Chief Nealon Thompson
Apple Valley Fire Department
Chief Judy Thill
Inver Grove Heights Fire Department
Chief B.J. Jungmann (CHAIR)
Burnsville Fire Department
Chief Mike Meyer
Lakeville Fire Department
EMS Director Marty Forseth
Dakota County
Chief John Maczko
Mendota Heights Fire Department
Chief Mike Scott
Eagan Fire Department
Chief Rick Schroeder
Rosemount Fire Department
Chief Tim Pietsch
Farmington Fire Department
DCC Rep: Fire Marshal John Powers
Chief Mike Pott
South Metro Fire Department
Chief Mike Schutt
Hastings Fire Department
Public Safety PartnersFire/EMS
Chief Jim Heiman
RandolphHampton Fire District
Chief Thomas Latuff
Miesville Fire Department
Non-Member Agencies served by the DCC Under Fee Arrangement
We would like to thank Chief Scott Aker for his participation on the Fire/EMS Operations
Sub-Committee.
17


Organization
Public Safety PartnersLaw Enforcement
Chief Jon Rechtzigel
Apple Valley Police Department
Chief Larry Stanger
Inver Grove Heights Police Department
Chief Eric Gieseke
Burnsville Police Department
DCC Rep: Lynn Lembcke
Chief Tom Vonhof
Lakeville Police Department
Sheriff Dave Bellows
Dakota County Sheriffs Office
Chief Mike Aschenbrener
Mendota Heights Police Department
Chief Jim McDonald
Eagan Police Department
DCC Rep: Jeff Johnson
Chief Eric Werner
Rosemount Police Department
Chief Brian Lindquist
Farmington Police Department
Chief Bud Shaver (CHAIR)
West St. Paul Police Department
Chief Bryan Schafer
Hastings Police Department
Chief Bill Messerich
South St. Paul Police Department
We would like to thank Lakeville Police Chief Vonhof and Hastings Police Chief Schnell
for their service on the DCC Law Enforcement Operations Sub-Committee.
18


Administration
Employment Activity
Matt Ausmus February 18th, 2013
Justine Wernick June 18th, 2013
Kathy Goff June 24th, 2013
Jodie Pfeffer September 26th, 2013
New Hires
Departures
Kelly Schickling January, 2013
Stacey Hansen May, 2013
Karla Schrader (Retired) July, 2013
Marnie Chupurdia July, 2013
Vicki Ryan (Retired) October, 2013

Karla Schrader16 Years
of Public Safety Service
Vicki Ryan36 Years
of Public Safety Service
19


Administration
Employee Recognition Program & Awards
The Dakota Communications Center (DCC) Employee Recognition program encour-
ages employees to nominate their co-workers for recognition for service above and be-
yond the normal call of duty. These nominations are forwarded to an Employee Recog-
nition Committee for consideration and recommendation to the Executive Director.
Recognitions are made the following April during National Telecommunicator Week.

Dispatch supervisors have the authority to issue Supervisory Commendations on the
spot in situations where they witness outstanding service provided by members of staff.

Our EMS community presents stork awards to DCC dispatchers for successful baby de-
liveries where their medical direction participation contributed to the success of the de-
livery. Medical direction for these calls is continued until responders arrive and assist.

Each year Rosemount Legion presents a Dispatcher of the Year award to a Dakota Com-
munications Center dispatcher. This individual is nominated by their DCC peers
through the Employee Recognition program.

2013 Staff -Nominated Recognitions
Kelly Bultman
Kris Kennedy
Brian Kluck
Pat Meyer
Mary Siegler
Award of Merit
Certificate of Commendation
Jenni Buran
Nick Eilers
Beth Frost
Tiffany Germann
Stacey Hansen
John OLaughlin
Troy Ruby
Mary Siegler
Stacie Theis
Mike Whebbe
20


Administration
Employee Recognition Program & AwardsContinued
Stork Awards
Nick Eilers Baby Girl June 22nd, 2013
Becky Evans Baby Boy October 1st, 2013
2013 Dispatcher of the Year
Mandy Voss
Co-workers and family showed up to support Mandy as she received the dispatcher of the year
award presented by Rosemount American Legion. Just 1 1/2 years into her employment with the
DCC, Mandy received this award after being nominated by her co-workers for her outstanding
work.
21


Administration
Finance
As directed in the Joint Powers Agreement, the Board of Directors is required to adopt
an annual operating and capital budget by September 1st each year for the following
calendar year. In February, the budgeting process begins. Staff works with the Exec-
utive Committee to establish a proposed budget for consideration by the Board. This
budgeting process is designed to be completed early in the year to assist member agen-
cies in their budgeting process.

As a government Joint Powers entity, the DCC does not have taxing authority. This
results in our member agencies sharing the costs associated with DCC operations.
Cost allocations are determined by individual agency usage, reflected in the number of
assigned CAD events, averaged over three years. The three year averaging is used to
moderate any unusual fluctuations in activity. In addition to the member fees, reve-
nues are also received from the State of Minnesota 9-1-1 fund.

Adopted 2013 Member Fees


%
Proposed
General
Fund
Capital
Projects
Fund
Debt
Service
Obligation


TOTAL
Apple Valley 11.56% 814,140 44,153 65,000 923,293
Burnsville 15.19% 1,069,806 58,018 85,000 1,212,824
Dakota County 8.75% 615,998 33,407 38,250 687,655
Eagan 14.41% 1,015,119 55,052 89,000 1,159,171
Farmington 3.76% 265,192 14,382 22,250 301,824
Hastings 6.33% 445,519 24,162 23,000 492,681
Inver Grove Heights 6.98% 491,310 26,645 31,750 549,705
Lakeville 11.27% 793,835 43,052 63,000 899,887
Mendota Heights 2.58% 181,814 9,860 8,500 200,174
Miesville .02% 1,258 68 1,326
Randolph-Hampton .03% 2,431 132 2,563
Rosemount 4.56% 320,967 17,407 21,750 360,124
South St. Paul 6.67% 469,750 25,476 35,750 530,976
West St. Paul 7.90% 556,616 30,187 34,750 621,553
100.00% $7,043,755 $382,000 $518,000 $7,943,755
22


Administration
Finance
In 2013 the DCCs approved operating budget was $7,800,383. This was an increase
of $186,909 from the 2012 budget. With a staffing level of 66, personnel expenditures
account for 69% of the DCC budget. The DCC building lease and data processing
comprise the other two major expenditures. Data Processing is the flow of infor-
mation from initial call receipt in dispatch to closing of the CAD (computer aided dis-
patch) event.

While a portion of our revenues is received from the State of Minnesota 9-1-1 fund,
the majority of our funding is received from our member agencies through member
fees. Every five (5) years the cost allocation formula is reviewed to ensure there is a
fair cost share allocation to our members. The cost allocation formula is based upon
usage. The current allocation includes the number of assigned CAD events, averaged
over three years. The three year averaging is used to moderate any unusual fluctua-
tions in activity. Unusual activities may include large storms, unusually high criminal
activities or other events creating unusual CAD increases.


DCC Major Operating Expense Categories

23


Administration
Step Up! 2013 Wellness Program
The Dakota Communications Center Step Up! Wellness Program was implemented Ju-
ly 1st, 2010. The Step Up! program focuses on providing tools and information to im-
prove employee health and well-being in the work environment. By encouraging and
supporting program participation, and celebrating our successes, Dakota Communica-
tions Center staff can obtain physical and mental wellness and inspire our families and
others to Step Up!

In 2013 employees were issued a number of physical and mental wellness challenges
including the second annual Walk the County. Participation in one of these organized
events, along with successful completion of a health assessment and some other well-
ness initiatives such as tobacco-free, flu vaccinations, yearly health, dental and vision
exams, etc. resulted in the employee receiving wellness credit. On December 2nd, it
was confirmed that 88% of DCC staff successfully completed the 2013 Step Up! Pro-
gram.

The DCC Wellness Committee plans to further challenge staff to get out, get fit and get
everything they can out of life in 2014.

Committee Members
Brent Anderson (CO-CHAIR) Anne Senko
MaryJo Eilers Tara Shoemaker (CO-CHAIR)
Rachel Keeler Stacie Theis
DCC Staff members and their families enjoy
a day at the zoo provided by the Wellness
Committee.
Wellness Committee co-chairs, and DCC Supervisors
Brent Anderson and Tara Shoemaker, with the assis-
tance of Supervisor Vicki Nelson prepare healthy
breakfast burritos for staff, proving that meal choices
can be both healthy and satisfying.
24


Administration
DCC in the Community
Eagan Streets Alive
Diane Lind and Rose Kruchten represented the DCC at the Streets
Alive event in Eagan.
Anne Senko, Doris Lake and Friends and Family represent the DCC
for the second year in a row at the Mothers Against Drunk Driving
walk.
Mothers Against Drunk Driving
As always, our member fire departments graciously invited DCC participa-
tion at their fire open houses in October. In 2013, DCC staff attended 8
events and applied hundreds of Call 911 for Help tattoos. Thanks to Su-
pervisor Vicki Nelson, we were able to bring upgraded tabletop displays to
these events.
Fire Department Open Houses
The common desire to make a difference brings DCC staff together, not only to provide the
service we provide, but to also share information about our role in the community. We are al-
ways looking for opportunities to network with our neighboring agencies, participate in commu-
nity events, meet the citizens on the other end of the phone, and educate our children.

DCC staff participated in a number of community events, and hosted a wide variety of groups at
our facility in 2013.

25


Operations
Communications Supervisory Staff
Brent Anderson Rose Kruchten Tara Shoemaker
Doris Buls-Lake Vicki Nelson
Sandy Flategraff Troy Ruby
Brent Anderson
In 2013, Brent represented the Dispatch Supervisors on the Interview Committee and
was co-chair of the Wellness Committee. Brent also worked with Ramsey County
Emergency Communications Center supervisory staff to develop backup phone proce-
dures between RCECC and DCC.

Doris Buls-Lake
Doris manages the DCC Continuity of Operations Plan (COOP). The COOP runs reg-
ular internal drills to ensure staff is prepared to continue operations from the in-house
shelter if there is ever a need to evacuate the dispatch floor. Doris also represents the
DCC on the Dakota County Disaster Preparedness Committee (DCDPC). Doriss par-
ticipation on this Committee increased to include membership on the 1st Responder
Group, a sub-committee of the DCDPC. Doris also co-facilitated creation and presen-
tation of the DCC Active Assailant Protocol.

Sandy Flategraff
Sandy is our floor supervisor who coordinates all of our dispatch scheduling needs,
one of the most difficult tasks at the DCC. She manages the bid process, ensures that
schedules are posted in a timely manner, vacation requests are processed and schedule
vacancies are filled.

Rose Kruchten
Rose is our Training Coordinator, our resident statistician and the DCC lead on the
CAD implementation. She ensures that new dispatch hires, as well as current staff,
receive the training they need to maintain their credentials and provide superior ser-
vice to our member agencies. In 2013 Rose participated on the LOGIS CAD Selec-
tion Committee and began gearing up for the upcoming CAD implementation. She
also co-facilitated creation and presentation of the DCC Active Assailant Protocol.

26


Operations
Communications Supervisory StaffContinued
Vicki Nelson
Vicki is one of three supervisors working on the Computer Aided Dispatch (CAD)
configuration for the new TriTech software. In addition to her daily supervisory du-
ties, Vicki is a DCC representative on the Radio Users Group (RUG). Internally, Vicki
co-chairs the Dispatch Users Group (DUG) and maintains the DCCs resource infor-
mation in One Note. This information is used daily by the dispatchers as a resource
for response information and community referrals.

Troy Ruby
Troy is a DCC representative on the Radio Users Group (RUG) and co-chairs the Dis-
patch Users Group (DUG). As resident expert on the Mass Telephone Notification
System (MTNS), currently provided by Everbridge, Troy manages MTNS access and
maintains necessary MTNS databases.

Tara Shoemaker
Tara chairs the Recognition Committee which meets yearly to review internal award
nominations and also recommend co-workers for awards including the Dispatcher of
the Year award given by the Rosemount American Legion. In addition, Tara co-chairs
the Wellness Committee which provides employees with tools and information that
encourage and support healthy mind, body and soul. In 2013, Tara also participated on
the Interview Committee and joined Rose and Vicki, working on the new CAD con-
figuration.
27


Operations
Communications Staff
Dawn Anderson
Matt Ausmus
Kellie Bailey
Diane Bodeen
Tori Bourdages
Kelly Bultman
Jenni Buran
Jolene Cemensky
Dave Chilson
Tiffany Collins
Ray Egan
MaryJo Eilers
Nick Eilers
Becky Evans
Beth Frost
Tiffany Germann
Molly Gleason
Tera Hahle
Katie Hoffman
Gina Jermasek
Mindy Kaltenhauser
Rachel Keeler
Kris Kennedy
Brian Kluck
Dan Kuykendall
Nicole Martin
Heidi McQuoid
Gino Messina
Pat Meyer
John OLaughlin
Jodie Pfeffer
Megan Prail
Mark Prokopowicz
Theresa Reyer
Karen Rinta
Rachel Robles
Cindy Ryan
Andy Schoo
Jenni Schuenke
Anne Senko
Mary Siegler
Pascale Smith
Amy Strese
Stacie Theis
Mandy Voss
LynAnn Vossberg
Justine Wernick
Mike Whebbe
Jim Zgoda
28


Operations
Training
2013 Trainers
Diane Bodeen has 25 years of dispatch experience. She joined the DCC from
Apple Valley PD where she was also a trainer. Diane continued her role as
trainer with the DCC upon consolidation.
MaryJo Eilers has been dispatching for 16 years. She joined the DCC from Ea-
gan PD where she started in records and then moved to dispatch and became a
trainer. MaryJo continued her role as trainer with the DCC upon consolidation.
Nick Eilers has been working as a DCC dispatcher since November of 2010. We
were pleased to add him to our training staff in November, 2013.
Rachel Keeler joined the DCC from Apple Valley dispatch. She has been dis-
patching for 8 years and training for 5.
Brian Kluck joined the DCC from Lakeville dispatch. He has been dispatching
for 11 years and training for 1. Brian also serves Dakota County as Captain of
Lakeville Fire Department Station #1.
Dan Kuykendall joined the DCC in 2008. He has been training since 2012. Dan
also serves Dakota County as a Firefighter on the Farmington Fire Department.
Andy Schoo joined the DCC in 2010 and the training staff in November, 2013.
Andy also serves Dakota County as a reserve deputy for the Sheriffs Office.
Jenni Schuenke joined the DCC in 2009 after 4 years of dispatching for Allina,
where she was also a trainer. Jenni joined the training staff mid-2013.
Jim Zgoda joined the DCC in 2009. He has been training for 1 year and has en-
joyed helping new hires get acclimated to DCC duties. Jim also serves Dakota
County as a Firefighter on the Hastings Fire Department.
Jenni Buran joined the DCC from Eagan Dispatch. She has been dispatching for
9 years and training for 5.
29


Operations
Trainingcontinued
In 2013, our trainers worked tirelessly to get the DCC to our full authorized dispatch staffing
level. Although we have yet to attain full staffing levels. The success of our 2013 dispatch
hires, and our lower than national average turnover rate, are testament to our training pro-
gram and our trainers who present it.








Active Shooter/Assailant Protocol/Procedures
All DCC dispatch staff participated in a 3.5 hour training session in May on Active Assail-
ants. The protocol and procedures was created in preparation for an Active Shooter/Assailant
event. It includes call taking standards from the NAED (the same company that the DCC uses
for EMD protocols), lessons from 3Echo training, and protocols put in place that are specific
to the DCC. In addition to the classroom training on our protocols, dispatchers take an on-
line refresher ever six months to keep current on DCC procedures. Twenty-five dispatchers
and supervisors also participated in scenario training with various agencies in Dakota County.
The DCC has been requested to share this protocol, developed by staff, with neighboring
agencies and also present it at the State Radio Users Group in March and the APCO/NENA
MN Sheriffs Association Dispatch Conference in April.

CPR Recertifications & EMD Refresher
Through an agreement with Allina, DCC employees in
need of updated certification receive CPR and EMD train-
ing. Dispatchers are required to be CPR certified in order
to maintain their Emergency Medical Dispatch certifica-
tion.

34 employees received their CPR recertification in 2013,
while 24 employees attended EMD refresher training.

Fall Training
In-house fall training consisted of familiarity with the Blue Card method, Everbridge refresh-
er, 800 Mhz radio changes training and OSHA compliance. Thanks to Burnsville and South
Metro Fire staff for providing the Blue Card training. Thanks also to DCC personnel who
provided the Everbridge refresher and 800 Mhz radio changes along with the OSHA compli-
ance report.

Missing & Abducted Children Best Practices
All dispatch and supervisory staff were certified on Best Practices for Missing & Abducted
Children. The class was administered by Fox Valley Technical College and provided by the
National Criminal Justice Training Seminar.
30


Operations
Trainingcontinued
Our staff was able to participate in a number of trainings and drills in 2013. We were attendees, presenters and sometimes, even victims.
Other classes attended by DCC staff in 2013 included:
APCO and NENA conferences North Air Conference
Campus Threat & Assessment Pipeline Safety
Critical Thinking Public Sector HR Essentials
Disasters & the Dispatcher Risk Management
FEMA classes Workplace Violence Prevention Training
Harassment in the Workplace
31


Operations
Process Improvement
Continuity of Operations Plan (COOP)
The Continuity of Operations Plan is the plan staff will follow if dispatchers ever need
to physically move from the dispatch floor to the internal backup location. This loca-
tion has reinforced walls and ceilings with no windows. It would allow staff to contin-
ue dispatch functions until able to return to the dispatch floor. A COOP drill is run
twice a year to keep the plan familiar.

Dakota County Disaster Preparedness Committee (DCDPC)
The Dakota County Disaster Preparedness Committee consists of the Dakota County
Emergency Manager and one representative from each fire and law enforcement de-
partment in Dakota County, the Dakota County City Administrators Group, the DCC,
Dakota County Public Health, Dakota County GIS, Dakota County Risk Management
& Homeland Security, Dakota County MAAG and Dakota County SOT. The Com-
mittee purchases and maintains specialized equipment for county-wide use, such as:
decontamination units, evidence trailers, etc. The Committee also provides training
and equipment for the MAAG, SOT and 1st Responder groups, and supports county-
wide disaster exercises. This group hosted the first County-wide frontline 1st re-
sponder supervisor training held at the DCC with a static display at the Empire garage.

Dispatch Users Group (DUG)
The Dispatch Users Group, made up of dispatchers and supervisors from all shifts and
experience levels, receives identified process improvement needs and reviews associ-
ated policies and procedures to offer best practices for use in daily operations.

Radio Users Group (RUG)
The Radio Users Group includes representatives from DCC staff and field users from
our member agencies. This group is tasked with identifying radio communication
needs and concerns throughout the Consortium, and then developing recommenda-
tions for resolution. Recommendations are then forwarded through the Operations
Committee for further consideration and presentation to governance if needed. In
2013, the RUG discussed a wide variety of topics ranging from Radio Chatter to the
addition of a 4th Zone.


32


Technical Services
Technical Staff
Kathy Goff Technical Support Specialist
John Sutton Technical Support Specialist
CAD Project
In 2013 the current DCC CAD software, and the associated
server, were upgraded to ensure CAD system stability until new
CAD product implementation which is anticipated to be the end of 2015. Through the
efforts of the LOGIS CAD Selection Committee, made up of LOGIS membership
representatives, TriTech was identified as the best, most efficient product for the
CAD software replacement. Preliminary configuration meetings were anticipated to
kick-off the beginning of 2014.

Internal Equipment Upgrades
With the identified replacement schedule, we work continuously to ensure equipment
stability. In 2013, we replaced several computers in both the Administration and Su-
pervisors Offices, all upgraded to a Windows 7 platform.
The DCC also purchased 40 new monitors for the Dispatch floor. These LED moni-
tors will require less power to run and should also be more reliable than the previous
monitors.

Because the first tier of redundancy is internal, it is imperative that our backup laptops
are always ready for action. In 2013 the DCC purchased 20 new laptops. 12 of these
laptops are replacements for the original grab-n-go computers in the event dispatch
staff needs to evacuate the facility. The other 8 laptops are replacements for internal
evacuations. These computers are housed in the data room, ou in-house shelter that is
also our first level of redundancy. These laptops are ready to be turned on and provide
continued CAD services. All of these computers are currently being migrated from
Windows XP to Windows 7.

Email and File Servers
In addition to the CAD system, administrative computers and dispatch monitor up-
grades, DCC email and file servers were also upgraded in 2013. New servers were
purchased and installed and staff is currently migrating all data over from the old serv-
ers. This will help network performance and also offer new features and functionality.
In particular, the new email server has a better web application which will help staff
check email remotely.


33


Technical Services
Technical StaffContinued
DCC Backups
Data from DCC servers is currently being backed up on tapes. While this has served
the DCC up to this point, Technical Staff is working to transition to a more reliable
and robust solution. This involves the DCC participation in the LOGIS SAN backup
located off-site at the LOGIS facility. Currently a tape must be manually loaded into
the machine which can cause issues on weekends and holidays when Technical Sup-
port staff is merely on-call. Participation in the LOGIS off-site backup allow for au-
tomated daily backups. It will also be more reliable since it will be backed up at both
the LOGIS facility and their off-site data center.

EOC
The DCC facility serves as a backup Emergency Operations Center for Dakota County
and other member agencies. Using grant dollars, Dakota County assisted in the ex-
pansion of the EOC capabilities with the purchase of a new projection system, com-
puter, telephones and television. This technology will contribute to better emergency
response management. The EOC capabilities are tested regularly by staff and through
scheduled multi-jurisdictional table top exercises.

Solar Panels
Late in 2013, installation of solar panels began on the north side of the DCC employee
parking lot. Although unusually cold weather in December delayed the project signifi-
cantly, the installation continues. The project is funded by Excel Energys solar
Rewards Program. Dakota County enlisted the expertise of Newport Partners to in-
stall this alternate form of energy. With the installation of solar panels on other cam-
pus buildings, it is anticipated that we will benefit from a 7 to 10% decrease in energy
costs over the long-term.
34


Facts & Statistics
0 500 1,000 1,500 2,000 2,500
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2013Total:20,454 1,800 1,445 1,572 1,605 1,744 1,828 1,799 1,811 1,627 1,672 1,624 1,927
2012Total:19,407 1,624 1,431 1,497 1,412 1,720 1,767 1,730 1,624 1,533 1,695 1,576 1,798
TotalAssigned Fire/EMSCAD2012/2013Comparison
0 5,000 10,000 15,000 20,000 25,000 30,000
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2013Total:274,397 21,570 19,625 22,150 21,742 24,812 25,655 26,605 24,144 22,233 22,956 22,165 20,740
2012Total:281,088 20,018 20,831 23,590 22,313 25,955 25,320 26,733 25,184 22,857 24,147 22,462 20,181
TotalAssigned LawCAD2012/2013Comparison
35


Facts & Statistics
36


Facts & Statistics
37


Facts & Statistics
Dakota Communications Center Monthly Statistics2013

Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec Totals
Apple Valley *49,801
Law Enforcement 2373 2206 2374 2399 2801 2846 2969 2640 2350 2464 2309 2327 30058
Fire/EMS 120 94 122 98 113 132 144 120 137 112 96 150 1438
Burnsville *60,664
Law Enforcement 3157 2845 3045 3085 3469 3465 3566 3486 3189 3054 2931 3027 38319
Fire/EMS 461 375 417 437 477 469 403 466 467 447 449 542 5410
Dakota County
*
17,877
Law Enforcement 2053 1788 1795 1797 2052 2256 2450 1768 1661 2033 2093 1596 23342
Corrections 107 146 139 153 161 141 149 163 159 204 178 181 1881
Eagan *64,206
Law Enforcement 3132 2860 3592 3424 3717 3816 4023 3869 3711 3613 3251 3265 42273
Fire EMS 114 77 76 86 90 108 124 139 117 114 123 133 1301
Farmington *21,086
Law Enforcement 1187 936 934 755 847 1024 1108 953 1009 944 1004 861 11562
Fire EMS 46 45 52 42 38 53 54 38 42 53 38 55 556
Hastings *22,172
Law Enforcement 1236 1076 1393 1443 1670 1546 1444 1361 1414 1604 1581 1495 17263
Fire EMS 313 246 255 230 281 285 281 267 246 259 232 284 3179
Inver Grove Heights *33,880
Law Enforcement 1651 1512 1736 1726 2023 2012 1937 1837 1597 1624 1642 1355 20652
Fire EMS 108 72 82 88 100 103 94 113 72 74 85 84 1075
Lakeville *55,954
Law Enforcement 2307 2010 2324 2260 2515 2710 3156 2748 2344 2428 2432 2396 29630
Fire EMS 69 69 65 65 81 75 102 86 59 67 59 94 891
Mendota Heights (Includes Mendota and Lilydale) *11,892
Law Enforcement 645 526 644 614 706 776 735 640 596 599 577 540 7598
Fire EMS 14 10 18 16 24 22 30 20 20 27 24 20 245
Miesville Fire
Fire EMS 6 9 5 16 8 6 10 7 3 7 1 4 82
Randolph-Hampton Fire
Fire EMS 16 12 7 9 19 7 16 19 11 22 9 14 161
Rosemount *21,874
Law Enforcement 887 822 989 918 1121 1134 1043 1046 1030 1292 1158 986 12426
Fire EMS 56 46 49 50 50 59 56 45 44 55 62 67 639
38


Facts & Statistics
Dakota Communications Center Monthly Statistics2013

Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec Totals
South St. Paul *20,160
Law Enforcement 1318 1300 1547 1624 1786 1838 1885 1717 1431 1473 1385 1365 18669
Fire EMS 192 147 186 189 188 215 183 222 201 173 187 216 2299
West St. Paul (Includes Sunfish Lake) *20,061
Law Enforcement 1517 1598 1638 1544 1944 2091 2140 1916 1742 1624 1624 1346 20724
Fire EMS 285 243 238 279 275 294 302 269 208 262 259 264 3178
TOTALS
Law Enforcement 21570 19625 22150 21742 24812 25655 26605 24144 22233 22956 22165 20740 274397
Fire EMS 1800 1445 1572 1605 1744 1828 1799 1811 1627 1672 1624 1643 20170
*Population per Census Bureau, based on Metro Council website information (www.metrocouncil.org).
* Dakota County Population reflects service area for Sheriff's patrol function.
39


Facts & Statistics
20,724
18,669
12,426
7,598
29,630
20,652
17,263
11,562
42,273
23,342
38,319
30,058
3,178
2,299
639
161
82
245
891
1,075
3,179
556
1,301
5,410
1,438
0 10,000 20,000 30,000 40,000 50,000
WestSt.Paul
SouthSt.Paul
Rosemount
RandolphHamptonFire
MiesvilleFire
MendotaHeights
Lakeville
InverGroveHeights
Hastings
Farmington
Eagan
DakotaCounty
Burnsville
AppleValley
2013CADEventsbyJurisdiction
Fire/EMS
Law
40


Facts & Statistics
2013 Events Dispatched by Agency
Agency Fire/EMS Law Total
AppleValley 1438 30058 31496
Burnsville 5410 38319 43729
DakotaCounty* 23342 23342
Eagan 1301 42273 43574
Farmington 556 11562 12118
Hasngs 3179 17263 20442
InverGroveHeights 1075 20652 21727
Lakeville 891 29630 30521
MiesvilleFire 245 245
MendotaHeights 82 7598 7680
RandolphHampton 161 161
Rosemount 639 12426 13065
SouthSt.Paul 2299 18669 20968
WestSt.Paul 3178 20724 23902
Total 20454 272516 292970

*IncludesCommunityCorreconsCADincidents
41


Facts & Statistics
2013 CAD Event Averages by Time of Day and Day of Week
Mon Tues Wed Thur Fri Sat Sun Average

12:00AM 29 32 31 31 37 53 58 39
1:00AM 24 26 25 26 27 47 48 32
2:00AM 17 19 19 20 23 37 37 25
3:00AM 13 12 13 14 15 22 22 16
4:00AM 11 11 12 12 10 13 15 12
5:00AM 10 12 10 11 11 11 11 11
6:00AM 16 17 15 15 15 12 11 14
7:00AM 30 31 33 32 31 20 17 28
8:00AM 44 42 43 42 40 31 27 38
9:00AM 47 47 47 47 46 38 30 43
10:00AM 50 47 51 49 48 43 35 46
11:00AM 51 48 49 49 46 44 37 46
12:00PM 50 49 48 51 46 46 40 47
1:00PM 51 51 53 49 50 45 42 49
2:00PM 55 54 56 51 54 46 41 51
3:00PM 54 57 57 55 56 43 43 52
4:00PM 55 54 54 53 55 45 43 51
5:00PM 53 51 53 52 55 46 41 50
6:00PM 49 50 53 51 52 49 43 50
7:00PM 51 51 50 51 53 54 47 51
8:00PM 46 46 47 47 55 54 43 48
9:00PM 47 42 46 49 64 63 44 51
10:00PM 45 43 47 46 68 73 41 52
11:00PM 39 40 39 42 66 68 34 47
AverageDaily 937 931 951 945 1023 1003 850 949
42


Facts & Statistics
0 10 20 30 40 50 60
12:00AM
1:00AM
2:00AM
3:00AM
4:00AM
5:00AM
6:00AM
7:00AM
8:00AM
9:00AM
10:00AM
11:00AM
12:00PM
1:00PM
2:00PM
3:00PM
4:00PM
5:00PM
6:00PM
7:00PM
8:00PM
9:00PM
10:00PM
11:00PM
T
i
m
e

o
f

D
a
y
AverageEventsPerHour
43


Facts & Statistics
MostFrequentCallTypes
44


Glossary of Terms
800 MHz


AVL



CAD


CEB

COOP

DCC




E-911


EMD




EMS



FEMA



MCD



MTNS


NG-911




POTS

PSAP
800 megahertz refers to the segment of the radio broadcast spectrum used
by all Dakota County public safety agencies for radio communications.

Automatic Vehicle Location. A system of hardware and software that
communicates with orbiting satellites to provide vehicle location and di-
rection to the PSAP for properly equipped emergency vehicles.

Computer Aided Dispatch. A software system used to log calls for service
and track responder status changes.

Central Electronics Bank.

Continuity Of Operations Plan.

Dakota Communications Center. A Joint Powers Entity created in 2005
by 11 Dakota County Cities and County government to build and operate
a PSAP serving all residents, businesses and public safety agencies within
Dakota County.

Enhanced 911. A 911 system that provides caller name and location to
911 answering personnel.

Emergency Medical Dispatch. A nationally standardized call processing
system that is used to classify medical calls by severity. The resulting clas-
sification is used to formulate the response and also to provide pre-arrival
medical instructions to the caller.

Emergency Medical Service. An agency that responds to requests for pre-
hospital medical needs. This could be a law enforcement, fire or private
ambulance agency.

Federal Emergency Management Agency. The agency of the US govern-
ment tasked with Disaster Mitigation, Preparedness, Response and Recov-
ery planning.

Mobile Computing Device. A computer device, usually a ruggedized lap-
top used by field units to receive calls, access information data bases and
communicate with other field units or the PSAP.

Mass Telephone Notification System. A system used to rapidly deliver
voice, text and email messages from the PSAP to the Public.

Next Generation 911. A set of standards under development nationwide
to facilitate 911 communications on all devices including test and video
and to allow for instantaneous rerouting of 911 calls during times of
equipment failure or activity surges.

Plain Old Telephone Service.

Public Safety Answering Point. A facility that receives 911 calls from the
public.
45


Acknowledgement
Thanks to DCC Staff for their contributions to this report. Special acknowledgement
to DCC Executive Assistant Jen Hildebrandt for overall management of the effort.
46