Dakota County, MN DCC - Communications Center - 2011 Annual Report | 9 1 1 | Dispatcher

Dakota Communications Center

Member Agencies Apple Valley Burnsville Dakota County

Eagan Farmington Hastings

Inver Grove Heights Lakeville Mendota Heights

Rosemount South St. Paul West St. Paul

2011 Annual Report

Table of Contents
Page 4 5 Section Member & Non-Member Agencies Leadership Board of Directors Executive Committee Executive Director & Operations Director 8 Organization History Mission Statement Governance & Organizational Charts Public Safety Partners 14 Administration Human Resources Employee Recognition Program & Awards Finance 25 Operations Supervisory & Communications Staff Training Program Performance & Productivity 29 Technical Services Technical Services Team Technical Projects & Implementations 31 Facts & Statistics 2010 Statistics Glossary Acknowledgement

41 42

Members City of Apple Valley City of Burnsville Dakota County City of Eagan City of Farmington City of Hastings City of Inver Grove Heights City of Lakeville City of Mendota Heights City of Rosemount City of South St. Paul City of West St. Paul

Non-Members served by the DCC under fee arrangement Miesville Fire Department Randolph-Hampton Fire District

Board of Directors One elected official from each of the twelve member jurisdictions serves on the Dakota Communications Center Board of Directors. The Board is the DCC governing body. The Board provides policy leadership and approves general policies relating to budget, finance and legal matters. In 2011, the Board of Directors was chaired by Inver Grove Heights Mayor, George Tourville. Lakeville City Councilmember, Laurie Rieb served as Vice-Chair. In March the DCC Board recognized the loss of Charlie Crichton, Board Alternate for Burnsville. Director Crichton was able to ask the difficult questions in his unwavering vision of transparency to the public tax payer. Our gratitude goes out to Director Crichton, and all members, past and present, who have served on the DCC Board of Directors. City of Apple Valley
Councilmember John Bergman Councilmember Clint Hooppaw—Alternate

City of Inver Grove Heights
Mayor George Tourville (CHAIR) Councilmember Dennis Madden—Alternate

City of Burnsville
Councilmember Mary Sherry Councilmember Charlie Crichton—Alternate

City of Lakeville
Councilmember Laurie Rieb (VICE-CHAIR) Councilmember Kerrin Swecker—Alternate

Dakota County
Commissioner Liz Workman Commissioner Tom Egan—Alternate

City of Mendota Heights
Councilmember Ultan Duggan Mayor Sandra Krebsbach—Alternate

City of Eagan
Councilmember Gary Hansen Councilmember Cyndee Fields—Alternate

City of Rosemount
Councilmember Jeff Weisensel Mayor Bill Droste—Alternate

City of Farmington
Mayor Todd Larson Councilmember Julie May—Alternate

City of South St. Paul
Mayor Beth Baumann Councilmember Tom Seaberg—Alternate

City of Hastings
Councilmember Mike Slavik Mayor Paul Hicks—Alternate

City of West St. Paul
Councilmember Jim Englin Councilmember Ed Iago—Alternate

Executive Committee The City and County Administrators/Managers from the twelve member jurisdictions comprise the DCC Executive Committee. The committee provides direction and DCC operations oversight subject to policy direction of the Board. In 2011 the Executive Committee was chaired by Hastings City Administrator, Dave Osberg. Inver Grove Heights City Administrator Joe Lynch served as Vice-Chair. The DCC lost two valuable members of the Executive Committee the second half of the year with the retirements of Farmington City Administrator, Peter Herlofsky and West St. Paul City Manager, John Remkus. Our gratitude goes out to Peter, John and all members who have served on the DCC Executive Committee. City of Apple Valley
City Administrator Tom Lawell Asst. Administrator Charles Grawe—Alternate

City of Burnsville
City Manager Craig Ebeling Deputy Manager Tom Hansen—Alternate

Dakota County
County Administrator Brandt Richardson Risk/Homeland Security Mgr. BJ Battig—Alternate

City of Inver Grove Heights
City Administrator Joe Lynch (VICE-CHAIR) Asst. Administrator Jenelle Teppen—Alternate

City of Eagan
City Administrator Tom Hedges Admin. Svcs. Director Gene Vanoverbeke—Alternate

City of Lakeville
City Administrator Steve Mielke Police Chief Tom Vonhof—Alternate

City of Farmington
City Administrator Peter Herlofsky Admin. Svcs Director Lisa Shadick—Alternate

City of Mendota Heights
City Administrator David McKnight Police Chief Mike Aschenbrener—Alternate

City of Hastings
City Administrator Dave Osberg (CHAIR) Asst. Administrator Melanie Mesko Lee—Alternate

City of Rosemount
City Administrator Dwight Johnson Asst. Administrator Emmy Foster—Alternate

City of South St. Paul
City Administrator Stephen King Police Chief Daniel Vujovich—Alternate

City of West St. Paul
City Manager John Remkus Asst. City Manager Sherrie Le—Alternate

Executive Director The Executive Director is the Board of Director’s only employee. The Director implements policy direction of the Board and Executive Committee, prepares the annual operating and capital budgets and appoints all other DCC employees. Hired in January, 2007 as the Operations Director, Diane Lind was appointed to the position of Executive Director in January, 2011 . The Executive Director is responsible for overall administration and operations of the DCC.

Operations Director The Operations Director provides leadership for the DCC’s around the clock dispatch operations, training and technical support. This position supervises the six dispatch supervisory team as well as the training coordinator and two technical support specialists. The Operations Director also works closely with the Joint Operations Committee, made up of members of the Fire/ EMS and Law Enforcement Operations Advisory groups. In February, 2011, Dispatch Supervisor Cheryl Pritzlaff was promoted to the position of Operations Director. Cheryl brings 27 years of dispatching and supervisory experience to the position of Operations Director.

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 conceptualized to be a state of the art 9-1-1 dispatch center that provided top of the line service to it’s member agencies. In December 2007, after consolidating all Dakota County dispatch centers into one location, the DCC opened doors and began providing service to member law enforcement, fire and emergency medical agencies. As a joint entity, the Dakota Communications Center consortium became 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 Notification (MTNS) to member responders.

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.

Governance Structure

County Board

City Councils

Board of Directors (Elected Officials with Weighted Voting) Executive Committee (Chief Administrative Officers of Member Jurisdictions with Non-Weighted Voting)

Operations Committee (Consensus when possible; When voting, 1 Seat—1 Vote from Each Fire & Law Enforcement Agency from JPA Member Communities. Chair is Tiebreaker) Fire/EMS Operations Subcommittee (1 seat—1 vote per member Fire Department & County EMS Coordinator) Ad-Hoc Members from Non-JPA Communities Law Enforcement Operations Subcommittee (1 seat—1 vote per member Law Enforcement agency) Ad-Hoc Members from Non-JPA Communities

Executive Director (DCC)

See Organizational Chart

DCC Organizational Chart

Executive Director Executive Assistant Operations Director

Training Supervisor

Technical Support Specialists

Dispatch Supervisor Day Shift Dispatchers

Dispatch Supervisor Day Shift Dispatchers

Dispatch Supervisor Mid Shift Dispatchers

Dispatch Supervisor Mid Shift Dispatchers

Dispatch Supervisor Dog Shift Dispatchers

Dispatch Supervisor Dog Shift Dispatchers

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

Public Safety Partners—Fire/EMS

Chief Nealon Thompson Apple Valley Fire Department Chief B.J. Jungmann Burnsville Fire Department EMS Director Marty Forseth Dakota County Chief Mike Scott Eagan Fire Department Chief Tim Pietsch Farmington Fire Department Fire Marshal John Powers (CHAIR) (Fire/EMS Ops Committee Rep) Chief Mike Schutt Hastings Fire Department

Chief Judy Thill Inver Grove Heights Fire Department Chief Mike Meyer Lakeville Fire Department Chief John Maczko Mendota Heights Fire Department Chief Scott Aker Rosemount Fire Department Assistant Chief Jim Voelker (Fire/EMS Ops Committee Rep) Chief John Ehret South Metro Fire Department

DCC Dispatcher and Apple Valley Firefighter, Kris Kennedy —Apple Valley Monorail Rescue

Eagan Apartment Building Fire - June, 2011

Public Safety Partners—Law Enforcement

Chief Scott Johnson Apple Valley Police Department Chief Bob Hawkins Burnsville Police Department Lynn Lembcke (Law Enforcement Ops Committee Rep) Sheriff Dave Bellows (VICE-CHAIR) Dakota County Sheriff’s Office Chief Jim McDonald Eagan Police Department Deputy Chief Jeff Johnson (Law Enforcement Ops Committee Rep) Chief Brian Lindquist Farmington Police Department Chief Paul Schnell Hastings Police Department

Interim Chief Larry Stanger Inver Grove Heights Police Department Chief Tom Vonhof Lakeville Police Department Chief Mike Aschenbrener Mendota Heights Police Department Chief Gary Kalstabakken Rosemount Police Department Chief Dan Vujovich South St. Paul Police Department Chief Bud Shaver (CHAIR) West St. Paul Police Department

Law Enforcement Operations SubCommittee gather for a special meeting to discuss CAD issues.

Administrative Offices Diane Lind Cheryl Pritzlaff Jen Hildebrandt Executive Director Operations Director/Training Coordinator Executive Assistant

Employment Activity

Promotions Brent Anderson April 3rd Supervisor

New Hires Amy Wisdom Molly Gleason Kelly Schickling Mandy Voss February 15th March 1st June 20th August 10th

Departures Anna Letourneau Holly Vivant January 22nd October 8th

2011 Communications Training Officers Diane Bodeen Jenni Buran Jolene Cemensky MaryJo Eilers Tera Hahle Stacey Hansen Rachel Keeler Gino Messina Anne Senko
Holly Vivant celebrates her retirement with co-workers, all previously from the Burnsville PSAP.

Employee Recognition Program & Awards Dakota Communications Center (DCC) continues to develop its Employee Recognition program by encouraging both supervisory commendations and co-worker nominations for recognition for service above and beyond the normal call of duty. Supervisory commendations are presented on the spot for situations where the supervisor witnessed outstanding service provided by a members of staff, while nominations are forwarded to an Employee Recognition Committee for consideration and recommendation to the Executive Director. Selected employees receive their recognition the following April during National Telecommunicators Week. In addition to internal DCC employee recognition program, DCC staff members received recognition from a variety of our member agencies as well as some external partners in 2011: - EMS Community—Stork Awards where administration of EMD has contributed to a successful deliver. - APCO—Recognitions presented at APCO conventions after being nominated for large scale events. - Rosemount Legion—Dispatcher of the Year award. - 9-1-1 For Kids - Red Cross

Employee Recognition Program & Awards—continued Award of Merit This award may be given to an employee of the Dakota Communications Center for outstanding self-initiated work or for long-term exceptional performance and dedication to the DCC and public at large. This award may be given for an incident which shows extraordinary expertise, thoroughness, or determination exhibited by an employee of the Dakota Communications Center. Recipients Jenni Buran Jolene Cemensky
Dispatcher Jenni Buran accepts recognitions during National Telecommunicators Week.

Certificate of Commendation
This award may be given to an employee of the Dakota Communications Center for an act or achievement that is above the normal call of duty or beyond the normal performance required of employees.

Recipients Kelly Bultman Ray Egan Tera Hahle Mindy Kaltenhauser

Stork Awards Pascale Smith—Baby Girl in March, 2011 Rachel Robles—Baby Boy in September, 2011 Beth Molstad—Baby Girl in November, 2011

Pascale Smith accepts her pink stork pin from Allina representative, Kyle Strege.

Rachel Robles accepts her blue stork pin.

Cheryl Pritzlaff presents Beth Molstad with a pink stork pin.

Employee Recognition Program & Awards—continued 2011 Dispatcher of the Year Jolene Cemensky As one of the people answering our citizen and member agency calls for help, Jolene maintains a consistent mental preparedness to perform appropriately and achieve the desired result no matter what the call may require. Citizens appreciate her compassion and officers and firefighters appreciate her professionalism and attention to detail. Jolene has a natural ability to bring out the best in everyone with her positive and pleasant personality. She has been able to share this talent, and her dispatch knowledge, with new employees as a dispatch trainer. Jolene is well respected by her peers and her supervisors, is an inspiration to all of us, and represents the best qualities of the Dakota Communications Center.

Kellie Bailey, LynAnn Bochniak, Rose Kruchten, Kelly Bultman, Diane Lind, Vicki Ryan, Cheryl Pritzlaff, Troy Ruby and Stacie Adamek join Jolene at her Rosemount American Legion recognition.

External DCC Staff Awards and Recognitions
Dispatch Supervisors Brent Anderson and Sandy Flategraff join Dispatchers John O’Laughlin, Jenni Buran and MaryJo Eilers at the Minnesota APCO convention. The group accepted awards on behalf of the DCC for efforts in the River Country Co-op Ammonia Leak in Randolph and the Feely Elevator Rescue in Farmington. Both events took place in 2010.

Kellie Bailey and Jan O’Brien join Vicki Ryan at the national 9-1-1 For Kids award ceremony. Vicki Ryan and Kieren O’Niell, recipients of the national 9-1-1 For Kids award.

Beth Molstad, recipient of a Red Cross Award, was joined by her daughter, Deborah, Executive Director Diane Lind and Dispatch Supervisor Troy Ruby at the award ceremony.

External DCC Staff Awards and Recognitions—continued

MaryJo Eilers and members of South Metro Fire had the opportunity to meet a West St. Paul couple who had heart attacks within three weeks of each other. CPR guidance and aspirin protocol contributed to the successful save of both husband and wife.

Jenni VanPutten was recognized, along side Farmington area responders at a Farmington City Council meeting for her life-saving efforts providing CPR guidance to family members of a man who had gone into cardiac arrest.

Dispatchers Rachel Keeler and Jim Zgoda, along with Eagan responders were able to meet the man they helped save after a drowning accident.

Community Events

Dispatchers Tiffany Germann and Marnie Chupurdia and Dispatch Supervisor Doris Lake participated in the Apple Valley emergency response drill. This was a multi-jurisdiction, multi-discipline event.

During the month of October, dispatch staff represented the DCC participating in fire department open houses across the County. LynAnn Bochniak and John O’Laughlin worked the Lakeville Fire Department open house.

Diane Lind and Rose Kruchten represented the DCC participating in the “Circle of Fire” at Dakota County Fair.

Dakota Communications Center receives many requests for facility tours from member community citizens academies and scout groups. When these requests arise, staff members eagerly offer to participate. This group, led by dispatcher Mike Whebbe, is a combined group of Brownies (Troop 54073) and Boy Scouts (Den #3—Pack 293) from the Apple Valley/Rosemount area.

Dispatchers Working in Other Disciplines Dakota Communications Center has a number of employees who also serve in other disciplines such as Law Enforcement, Fire and EMS.

Kris Kennedy Apple Valley Fire

Tera Hahle Mountain Lake PD

Dan Kuykendall Farmington Fire

Stacey Hansen Lakeville Police Reserve

Mike Whebbe West St. Paul Police Reserve

Ray Egan River Falls Police Reserve

Cindy Ryan Lakeville Police Reserve

Not Pictured: Brian Kluck—Lakeville Fire and Dakota County SOT Jim Zgoda – Hastings Fire

Finance The Joint Power Agreement requires the Board of Directors to adopt an annual operating and capital budget by September 1st of each year for the following calendar year. The DCC budget process begins in February during which time staff works with the Executive Committee and Fiscal Agent to establish a proposed budget which is presented to the Board for their consideration. This early budget process is designed to provide the necessary financial information to our members as they begin their individual budgeting process

Adopted 2012 Member Fees
General Fund 862,302 1,105,702 661,736 1,069,713 286,646 372,908 471,218 832,345 166,083 1,270 1,859 334,952 420,841 491,953 7,080,000 Debt Service Obligation 150,015 205,491 83,329 216,345 55,612 49,989 77,579 139,035 22,129 2011 Total 1,012,317 1,311,193 745,065 1,286,058 342,258 422,897 548,797 971,380 188,212 1,270 1,859 395,745 493,171 564,245 Increase/ (decrease) 9,386 (2,577) (73,532) (48,447) (20,572) 61,329 24,160 37,866 30,591 (37) (788) 11,871 23,893 60,891

% Apple Valley Burnsville Dakota County Eagan Farmington Hastings Inver Grove Heights Lakeville Mendota Heights Miesville Randolph Hampton Rosemount South Saint Paul West Saint Paul Total 12.18% 15.62% 9.35% 15.11% 4.05% 5.27% 6.66% 11.76% 2.35% 0.02% 0.03% 4.73% 5.94% 6.95% 99.99% $

60,793 72,330 72,292 $ 1,204,939 $

8,284,467 $ 114,034

Finance—continued In 2011, the DCC’s approved operating fund budget was $7,625,333. This was an increase of $29,290, or .4% compared to the 2010 budget. With a staffing level of 64, personnel expenditures account for 69.3% of the DCC budget. The DCC building lease and data processing comprise the other two major expenditures. Data processing is the flow of information from initial call receipt in dispatch to closing of the CAD (computer aided dispatch) 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 fluctuations in activities. Unusual activities may include large storms, unusually high criminal activities or other events creating unusual CAD increases.

DCC Major Operating Expense Categories 

Human Resources

Step Up! 2011 Wellness Program Committee Members Stacie Adamek MaryJo Eilers Rachel Keeler

Jen Hildebrandt Cheryl Pritzlaff (CHAIR) Anne Senko

The Dakota Communications Center Step Up! Wellness Program was implemented July 1st, 2010. The Step Up! program focuses on providing tools and information to improve employee health and well-being in the work environment. By encouraging and supporting program participation, and celebrating our successes, Dakota Communications Center staff can obtain physical and mental wellness and inspire our families and others to Step Up! In 2011 employees were issued a number of physical and mental wellness challenges including Zumba classes, Feed My Starving Children, Walk the Mall and “Travel the County”. Participation in one of these organized events, along with successful completion of a health assessment and other wellness initiatives such as tobacco-free, flu vaccinations, yearly health, dental and vision exams, etc. resulted in the employee receiving eight wellness hours. If, at the end of the year, 75% or more of DCC staff successfully completed the program, earned wellness credits would increase to twelve hours. On December 1st, it was confirmed that 92% of DCC staff successfully completed the 2011 Step Up! Program. The DCC Wellness Committee plans to continue challenging their co-workers to participate in Step Up! and looks forward to growing the program significantly in 2012.

Operations Director Cheryl Pritzlaff joins Supervisors Sandy Flategraff and Tara Shoemaker, and Dispatchers Rachel Keeler, Theresa Reyer, Stacie Adamek (with baby Harper) and Anne Senko at the Walk the Mall challenge.

Dispatchers Tori Bourdages, Mandy Voss, Andy Schoo, Nick Eilers, Pat Meyer, Rachel Keeler, Gina Jermasek, Anne Senko, Theresa Reyer, MaryJo Eilers, Supervisor Tara Shoemaker and Dispatcher Tera Hahle volunteer at Feed My Starving Children in Eagan.

Communications Supervisory Staff Brent Anderson Doris Buls-Lake Sandy Flategraff Rose Kruchten Vicki Nelson Troy Ruby Tara Shoemaker

Dakota Communications Center supervisors have 142 years of combined dispatch experience. Of that 142 years, 34 years are in the supervisory capacity. Dakota Communications Center has six floor supervisors and one training coordinator. The primary objective of DCC floor supervisors is to run floor operations during their shift. One key piece of managing floor operations is working with member agencies as liaison when inquiries are presented. In addition to dispatch operations, floor supervisors are equipped to address possible equipment failures and are trained to address facility issues as needed. While the floor supervisors manage floor operations around the clock, the training coordinator works from the administrative office managing the CTOs (communications training officers), staff training opportunities, and agency statistics. This position also manages the CAD (computer aided dispatch) system. Secondary, yet equally important supervisory objectives are the mentoring and management of “direct report dispatchers”, participation on member committees, chairing of internal committees. and participation in emergency preparedness drills such as COM-L, EOC, Communications Center Redundancy, Power Plant and member scenarios, mass telephone notification and large-scale warning siren activations. Supervisors and Administration meet as a group on a bi-weekly basis to review outcomes of operations committee meetings and address any issues that may have presented themselves since the previous meeting. Supervisors are required to undergo all training presented to dispatch staff and maintain all the same certifications. They are also required to be EMD-Q certified, allowing them to evaluate EMD calls in an effort to maintain consistent, prompt processing.
Burnsville Fire Marshal Lee LaTourelle briefed DCC supervisors on the Black Dog Power Plant explosion. The group then toured the plant.

Communications Staff Stacie Adamek Dawn Anderson Kellie Bailey LynAnn Bochniak Diane Bodeen Tori Bourdages Kelly Bultman Jenni Buran Jolene Cemensky Dave Chilson Marnie Chupurdia Tiffany Collins Ray Egan MaryJo Eilers Nick Eilers Becky Evans Tiffany Germann Molly Gleason Tera Hahle Stacey Hansen Katie Hoffman Gina Jermasek Mindy Kaltenhauser Rachel Keeler Kris Kennedy Brian Kluck Dan Kuykendall Heidi McQuoid Gino Messina Pat Meyer Beth Molstad Jan O’Brien John O’Laughlin Megan Prail Theresa Reyer Karen Rinta Rachel Robles Cindy Ryan Vicki Ryan Kelly Schickling Andy Schoo Karla Schrader Anne Senko Mary Siegler Pascale Smith Jenny VanPutten Mandy Voss Mike Whebbe Amy Wisdom Jim Zgoda

Tiffany Collins participating on “Team Rosemount” at the Crystal Lake Polar Plunge in Burnsville.

Tori Bourdages participated in the Polar Plunge with members of the Rosemount Fire Department.

Doris Lake and Karla Schrader join Mascot, Mudonna at a St. Paul Saints game sponsored by the DCC Employee Association. Becky Evans, Stacey Hansen, Dave Chilson, Brent Anderson, Pascale Smith and MaryJo Eilers on Jersey Day.

Training 2011 Trainers Diane Bodeen Jenni Buran Jolene Cemensky MaryJo Eilers Tera Hahle Stacey Hansen Rachel Keeler Gino Messina Anne Senko

2011 training opportunities resulted in approximately 1500 hours of additional education for DCC staff. Some of these opportunities were optional, while others were required re-certifications. All opportunities reinforced the knowledge and skills necessary to be the best communications center possible. Thirty-two dispatchers and supervisors recertified their EMD (Emergency Medical Dispatch) in 2011. As part of the requirements for that recertification, each dispatcher attended a three hour CPR class hosted by Allina. Supervisor Brent Anderson was also certified in EMD quality control after attending a two day class in Fargo. In April, dispatch and supervisory staff attended in-house training that focused on radio scenarios and SOT (Special Operations Team). The radio portion of this two hour training, presented by Dispatch Supervisor Troy Ruby, required staff to determine which radio resource assignments would be appropriate in given situations. The SOT portion of the training, presented by Dakota County SOT and South Metro Fire member Mike Pott, focused on procedures and operations, teaching dispatch staff which skills were used in hazardous or rescue situations. Other training opportunities for dispatchers and supervisors included: - Excited Delirium hosted by North Air at the DCC - BCA Basic Operator’s Certification - Hazmat training - Black Dog power plant operations (Supervisors and Administration) - Protecting Law Enforcement Responders - Union Pacific Safety Outreach - Dakota Edge classes on supervisory and management skills - On-line CTO (communications training officer) certification - FEMA classes - FEMA Cyber Security Exercise hosted by Homeland Security (Executive Director Lind and Operations Director Pritzlaff) - APCO/MSA/NENA conference in Alexandria - National NENA conference in Minneapolis (Supervisor Brent Anderson) - National APCO conference in Philadelphia (Supervisors Sandy Flategraff and Tara Shoemaker)


Fall in-house training took place at LOGIS where dispatchers and supervisors spent a full day training on the new CAD system. Classroom and hands-on training, developed and taught by dispatch trainers Diane Bodeen and Stacey Hansen, allowed dispatchers to practice various tasks in the new CAD system.

Pat Meyer & Rose Kruchten Nick Eilers & Theresa Reyer

Jenni VanPutten & Diane Bodeen Megan Prail & Stacey Hansen

COMLs (Communications Unit Leader) play a critical support role in the Incident Command System as they are responsible for both operational and technical aspects of communications during a large incident. Supervisors Troy Ruby and Doris Lake are COML-certified and participated in a COML exercise at the DCC in February. Doris and members of our dispatch staff also participated in an exercise hosted by Apple Valley in August.

Through the hard work of DCC dispatch trainers, five dispatchers completed training in 2011. Two additional new hires completed phone training, and will complete radio training in 2012. Thanks to Pat Meyer and John O’Laughlin, who stepped in and assisted when additional trainers were needed through the year.

Technical Services
Technical Staff Matt Brandenburg John Sutton Technical Support Specialist Technical Support Specialist

Technology is the main component of DCC operations. We receive requests for service via phone calls from our citizens, we transmit information between the DCC call takers and dispatchers by computer aided dispatch (CAD), we keep in communications with our responders with the use of mobile data computers (MDC), radios and pagers, and we have the ability to send messages to our communities through mass telephone notification systems. A great deal of our technology focus in 2011 revolved around three items: CAD, outdoor warning sirens and VHF pagers. Computer Aid Dispatch (CAD) The largest project in 2011 was the implementation of a new CAD system. The previous CAD system was first installed in three (3) of our former PSAPS in 2003. In preparation for our opening in 2007, the remaining two agencies joined this system. Now after 10 years of service, we are moving onto the new release of the Motorola CAD system entitled Premier One. This process includes moving data from the previous 50 data bases to well over 200 data basis. The enhanced features will enable our dispatchers and responders to have quicker access to more complete information as we process requests for service from the public. We look forward to complete stabilization of the system in 2012. Narrow Banding of Outdoor Warning Sirens and VHF Pagers In an effort to provide radio bandwidth for all public safety communications, the Federal Communication Commission issued a directive which requires all VHF pagers and all outdoor warning sirens to be narrowed banded no later than January 1, 2013. Dakota County Radio Services and the DCC have been working with our members to develop a strategic plan to move approximately 117 sirens and 300+ fire pagers into compliance. This involves reprogramming each pager and siren as well as reconfiguring the dispatch radio consoles. The goal is to have all equipment narrow banded early 2012. This will allow time to appropriately test all equipment before the January 2013 deadline.

Technical Services
Technical Staff—continued Mass Telephone Notification System Another important piece of technology is our mass telephone notification system (MTNS). This is a web-based software system enables staff to quickly notify the public of emergency or life threatening events in their area. We have used this system in asking for assistance to find lost or missing children and vulnerable adults and to alert citizens of the need to evacuate burning apartment buildings. The use of the MTNS was also helpful when there is a need to shelter in place due to environmental or criminal hazards. In 2011, the DCC activated 36 alerts. This translated into 43,049 messaging minutes with 101,783 citizens contacted. As this technology continues to evolve, we anticipate greater use of this tool to keep our citizens informed of developing situations in their area.

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

Facts & Statistics

Facts & Statistics

Facts & Statistics

Facts & Statistics
Dakota Communications Center Monthly Statistics 2011 March April May June July August Sept

Jan Apple Valley Law Enforcement Fire/EMS 911 Calls Burnsville Law Enforcement Fire/EMS 911 Calls Dakota County *49,084 2575 127 604 *60,306 3,124 433 971






2,495 127 519

2,733 119 638

2,656 112 640

2,988 93 643

3,199 115 670

3,250 119 737

2,873 115 657

2,847 121 619

2,732 116 572

2532 101 584

2295 125 578

33,175 1,390 7,461

2,619 383 829

3,209 411 932

2,887 378 1,024

3,252 413 1,041

3,727 403 1,065

3,839 473 1106

3,838 429 1136

3,478 400 942

3,461 466 1028

3167 406 942

3025 351 877

39,626 4,946 11,893


Law Enforcement 1,934 Community Corrections 41 911 Calls 103 Eagan Law Enforcement Fire EMS 911 Calls Farmington Law Enforcement Fire EMS 911 Calls Hastings Law Enforcement Fire EMS 911 Calls *64,206 3,481 86 755 *21,086 808 43 141 *22,172 1,356 271 349

1,659 72 76

1,871 69 84

1,533 42 82

1,773 49 95

1,981 27 84

2,823 74 74

2,472 39 101

2,667 53 94

2,155 52 92

1882 76 62

1792 42 117

24,542 636 1,064

3,331 74 708

3,819 66 748

3,475 64 738

3,469 82 750

3,845 94 867

4,056 170 868

3,559 111 821

3,422 85 738

3,686 111 903

3,239 82 753

2955 71 727

42,337 1,096 9,376

802 32 115

929 40 133

950 47 161

1,123 64 158

1,130 44 146

1,095 61 171

1,056 46 188

973 29 122

1,067 49 167

834 29 134

849 35 134

11,616 519 1,770

1090 210 285

1,365 230 300

1,316 209 197

1,344 256 266

1,399 233 280

1,627 303 312

1,592 254 393

1,537 276 304

1,530 225 267

1246 234 235

1226 251 378

16,628 2,952 3,566

Inver Grove Heights *33,880 Law Enforcement Fire EMS 911 Calls Lakeville Law Enforcement Fire EMS 911 Calls 1,580 88 356 *55,954 2,205 92 457 2,098 66 398 2,489 46 486 2,411 60 543 2,597 58 585 3,019 73 618 3,417 120 596 2,924 66 579 2,651 65 500 2,670 80 554 2,628 65 500 2,160 54 542 31,269 845 6,358 1,447 83 325 1,734 89 389 1,573 93 297 1,681 105 314 1,756 92 317 2,000 116 314 1,654 104 285 1,588 98 284 1,680 109 368 1603 104 311 1324 78 392 19,620 1,159 3,952

Facts & Statistics
Dakota Communications Center Monthly Statistics (continued) Jan Law Enforcement Fire EMS 911 Calls Miesville Fire Fire EMS 911 Calls**** Randolph-Hampton Fire Fire EMS 911 Calls**** Rosemount Law Enforcement Fire EMS 911 Calls South St. Paul Law Enforcement Fire EMS 911 Calls 6 6 *21,874 917 88 226 *20,160 1,299 170 272 1,279 155 206 1,405 150 200 *20,061 1,504 228 388 1,508 195 334 1,748 191 370 1,651 244 382 1,745 283 409 1,604 258 400 1,529 239 360 1,563 246 402 1436 219 390 1213 224 426 18,994 2,757 4,627 1,470 164 176 1,639 180 206 1,687 154 184 1,733 216 213 1,842 200 184 1,586 204 187 1,703 187 203 1448 176 166 1335 166 282 18,426 2,122 2,479 840 67 226 1,024 53 195 1,085 43 347 1,100 55 253 1,257 51 220 1,133 62 220 1,067 55 265 1,156 53 234 1,178 52 248 1037 48 248 1039 51 227 12,833 678 2,909 11 11 11 11 6 6 8 8 10 10 7 7 12 12 9 9 12 12 10 10 8 8 110 110 5 5 2 2 2 2 4 4 4 4 13 13 12 12 3 3 5 5 3 3 4 4 2 2 59 59 513 19 112 Feb 531 10 121 March 653 12 139 April *11,892 593 28 96 598 13 100 665 25 100 613 32 103 610 20 115 609 10 8 760 19 112 596 20 105 555 14 146 7,296 222 1,257 May 2011 June July August Sept Oct Nov Dec Totals

Mendota Heights (Includes Mendota and Lilydale)

West St. Paul (Includes Sunfish Lake) Law Enforcement Fire EMS 911 Calls 1,972 227 410 1,521 203 356

Law Enforcement Total 21,805 19,784 22,804 21,499 Fire EMS Total 911 Total*** 1,655 4,767 1,423 4,177 1,457 4,645 1,403 4,645

23,361 25,343 27,405 25,130 24,096 24,237 21,724 19,810 276,998 1,522 4,793 1,551 4,956 1,974 5,142 1,673 5,139 1,594 4,406 1,675 4,931 1,498 4,444 1,430 4,836 18,855 56,881

* Population per Census Bureau, based on Metro Council website information (www.metrocouncil.org). ** Dakota County Population reflects service area for Sheriff's patrol function. *** 911 Totals do not include cell phone or VOIP call numbers **** Per Board policy, Each fire call in Hampton-Randolph or Miesville is assumed as one 9-1-1 call, to be subtracted from Dakota County 9-1-1 total.

Facts & Statistics

Facts & Statistics
2011 Events Dispatched by Agency

Agency  Apple Valley  Burnsville  Dakota County  Eagan  Farmington  Hastings  Inver Grove Heights  Lakeville  Miesville Fire  Mendota Heights  Randolph‐Hampton  Rosemount  South St. Paul  West St. Paul  Total 

Fire/EMS  1,390  4,946     1,096  519  2,952  1,159  845  59  222  110  678  2,122  2,757  18,855 

Law  33,175  39,626  25,178  42,337  11,616  16,628  19,620  31,269     7,296     12,833  18,426  18,994  276,998 

Total  34,565  44,572  25,178  43,433  12,135  19,580  20,779  32,114  59  7,518  110  13,511  20,548  21,751  295,853 

Facts & Statistics
2011 CAD Event Averages by Time of Day and Day of Week

  12:00 AM  1:00 AM  2:00 AM  3:00 AM  4:00 AM  5:00 AM  6:00 AM  7:00 AM  8:00 AM  9:00 AM  10:00 AM  11:00 AM  12:00 PM  1:00 PM  2:00 PM  3:00 PM  4:00 PM  5:00 PM  6:00 PM  7:00 PM  8:00 PM  9:00 PM  10:00 PM  11:00 PM 

Sun     61.1  49.3  39.4  23.2  14.3  11.3  11.8  17.7  23.4  30.0  35.4  40.1  39.8  38.0  41.1  41.0  40.5  43.8  42.8  43.1  41.6  42.2  41.3  39.4 

Mon     31.0  24.2  19.8  14.4  11.0  12.6  16.7  28.6  39.3  47.9  48.8  48.8  47.5  49.8  53.2  54.7  52.9  54.8  53.7  50.3  48.2  46.3  45.7  43.8 

Tues     34.7  26.8  21.4  13.0  11.5  13.3  16.4  30.2  41.7  44.8  47.1  47.2  46.4  49.4  52.5  52.6  56.0  56.2  53.5  51.7  46.6  45.5  41.6  42.2 

Wed     32.2  26.7  21.8  14.7  11.3  11.9  16.1  33.1  43.5  47.0  47.9  48.5  49.4  51.9  54.0  54.1  53.0  55.8  54.2  49.2  46.0  46.9  44.6  43.2 

Thur     35.9  28.8  22.1  13.8  11.0  12.2  16.1  30.1  42.5  45.3  47.7  47.7  44.7  48.9  52.0  54.4  53.7  53.5  52.1  49.6  49.0  47.1  47.6  44.7 

Fri     39.5  30.7  26.6  14.8  12.3  11.7  16.6  28.3  39.4  43.5  46.5  47.1  48.5  50.4  53.6  56.6  56.9  53.0  50.7  52.8  52.4  63.3  72.2  67.6 

Sat     58.5  51.1  40.1  22.5  14.4  11.8  12.2  18.5  28.6  37.5  42.3  45.9  44.0  45.2  45.8  44.2  45.3  46.0  50.2  48.3  50.8  61.8  72.7  71.0 

Facts & Statistics

Average Events Per Hour
11:00 PM 10:00 PM 9:00 PM 8:00 PM 7:00 PM 6:00 PM 5:00 PM 4:00 PM 3:00 PM 2:00 PM
Time of Day

1:00 PM 12:00 PM 11:00 AM 10:00 AM 9:00 AM 8:00 AM 7:00 AM 6:00 AM 5:00 AM 4:00 AM 3:00 AM 2:00 AM 1:00 AM 12:00 AM 0.0 10.0 20.0 30.0 40.0 50.0 60.0 Average Events Per Hour

Facts & Statistics
Most Frequent Call Types 

Glossary of Terms
800 MHz 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 direction 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 classification 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 prehospital medical needs. This could be a law enforcement, fire or private ambulance agency. Federal Emergency Management Agency. The agency of the US government tasked with Disaster Mitigation, Preparedness, Response and Recovery planning. Mobile Computing Device. A computer device, usually a ruggedized laptop 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.












Thanks to Executive Director Lind, Operations Director Pritzlaff and Dispatch Supervisor Kruchten for their contributions to this report. Special thanks and acknowledgement to DCC Executive Assistant Jen Hildebrandt for creation, contribution and overall management of the effort.

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