Dispatch Partner to

EMS, Fire and Law Enforcement in Dakota County

2013 Annual Report

Dakota Dakota Dakota Communications Communications Communications

CenterCenterCenter

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Table of Contents

Page Section

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6

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35

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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

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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

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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

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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

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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

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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.

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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.

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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.

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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.

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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.

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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.

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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

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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

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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.

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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.

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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

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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

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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.

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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

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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

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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.

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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.

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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.

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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.

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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

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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.

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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.

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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

JanFebMarAprMayJunJulAugSepOctNovDec

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec2013Total:20,454 1,800 1,445 1,572 1,605 1,744 1,828 1,799 1,811 1,627 1,672 1,624 1,9272012Total: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

TotalAssignedFire/EMSCAD2012/2013Comparison

0 5,000 10,000 15,000 20,000 25,000 30,000

JanFebMarAprMayJunJulAugSepOctNovDec

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec2013Total:274,397 21,570 19,625 22,150 21,742 24,812 25,655 26,605 24,144 22,233 22,956 22,165 20,7402012Total: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

TotalAssignedLawCAD2012/2013Comparison

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.PaulSouthSt.PaulRosemount

RandolphHamptonFireMiesvilleFire

MendotaHeightsLakeville

InverGroveHeightsHastings

Farmington

Eagan

DakotaCountyBurnsville

AppleValley

2013CADEventsbyJurisdiction

Fire/EMS

Law

40

Facts & Statistics

2013 Events Dispatched by Agency

Agency Fire/EMS Law TotalAppleValley 1438 30058 31496Burnsville 5410 38319 43729DakotaCounty* 23342 23342Eagan 1301 42273 43574Farmington 556 11562 12118Hasngs 3179 17263 20442InverGroveHeights 1075 20652 21727Lakeville 891 29630 30521MiesvilleFire 245 245MendotaHeights 82 7598 7680RandolphHampton 161 161Rosemount 639 12426 13065SouthSt.Paul 2299 18669 20968WestSt.Paul 3178 20724 23902Total 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 58 391:00AM 24 26 25 26 27 47 48 322:00AM 17 19 19 20 23 37 37 253:00AM 13 12 13 14 15 22 22 164:00AM 11 11 12 12 10 13 15 125:00AM 10 12 10 11 11 11 11 116:00AM 16 17 15 15 15 12 11 147:00AM 30 31 33 32 31 20 17 288:00AM 44 42 43 42 40 31 27 389:00AM 47 47 47 47 46 38 30 4310:00AM 50 47 51 49 48 43 35 4611:00AM 51 48 49 49 46 44 37 4612:00PM 50 49 48 51 46 46 40 471:00PM 51 51 53 49 50 45 42 492:00PM 55 54 56 51 54 46 41 513:00PM 54 57 57 55 56 43 43 524:00PM 55 54 54 53 55 45 43 515:00PM 53 51 53 52 55 46 41 506:00PM 49 50 53 51 52 49 43 507:00PM 51 51 50 51 53 54 47 518:00PM 46 46 47 47 55 54 43 489:00PM 47 42 46 49 64 63 44 5110:00PM 45 43 47 46 68 73 41 5211:00PM 39 40 39 42 66 68 34 47AverageDaily 937 931 951 945 1023 1003 850 949

42

Facts & Statistics

0 10 20 30 40 50 60

12:00AM1:00AM2:00AM3:00AM4:00AM5:00AM6:00AM7:00AM8:00AM9:00AM10:00AM11:00AM12:00PM1:00PM2:00PM3:00PM4:00PM5:00PM6:00PM7:00PM8:00PM9:00PM10:00PM11:00PM

Timeo

fDay

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

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