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Onondaga County Department of Emergency Communications

2016 Department/Component Goals/Objectives


1.The E911 Center and all communications support systems are 100% reliable.

  • Conduct monthly inspections of all tower sites and document findings. Correct deficiencies, report them to the appropriate County department, or service vendor.
  • Conduct weekly operational inspections of the Master and Prime Site equipment and ensure that updates and file maintenance is performed as required by the vendor.
  • Conduct bi-annual tower inspections, to include climbing of the towers by the contracted tower maintenance vendor. Document findings and repair deficiencies immediately.
  • Ensure that authorized service vendors in accordance with manufacturer recommendations and good engineering practice conduct periodic infrastructure equipment preventative maintenance.
  • Ensure that system infrastructure equipment problems and failures are being detected in a timely manner and are being appropriately addressed by service vendors.
  • Complete remaining grounding system improvements identified as necessary to protect against lightning induced energy surges by May 15, 2016.
  • Maintain the integrity of system code plugs and the programming of subscriber units by securely maintaining the master and ensuring that authorized programmers have access to the most recent code plugs and are programming only authorized templates.
  • Seek grant funding to purchase and maintain a backup Prime Site.
  • Work to secure grant funding to rehabilitate the Common User Microwave Radio System (CUMRS) to allow for increased utilization and to bring it up to date with current and future requirements of the TLMR and NYS DHSES guidelines requiring greater information sharing between the state’s 911 centers.
  • Participate in training, whenever possible, to maintain knowledge and skills in the field of Trunked LMR, microwave transport, and RF practices.
  • Reduce energy costs by completing the replacement of incandescent tower lighting with LED obstruction lighting.

2.Calls for assistance are answered, processed and dispatched consistent with best practices and department values.

  • Answer at a minimum 90 percent of all incoming 9-1-1 emergency calls within ten seconds of connection.
  • Answer 95% of all other 9-1-1 calls within 15 seconds or less.
  • Ensure efforts to advance quality assurance/quality improvement program with the goal of increasing the number of quality assurance reviews by 10% and an overall compliance rate of 98%.
  • Strive for a 10% increase in EMD QA/QI reviews and an overall compliance rate of <95%.
  • Involve training instructors in the QA/QI process.
  • Review the feasibility of implementing fire dispatch guide cards and make recommendations prior to the start of the 2017 budget cycle.
  • Complete a successful CALEA accreditation on-site assessment by December 31, 2016.
  • Continue Fire Dispatch Committee.
  • Work with the County EMS Directors and the Department of Emergency Management to conduct a review of EMS procedures by October 31, 2016.
  • Reduce the number of complaints by 2% by performing more live QA/QI’s catching and controlling mistakes before they happen. Looking at the complaints and working with the employees to find ways to reduce any preventable mistakes.
  • Work with Syracuse-Onondaga County Planning Agency (SOCPA) to update GIS data sets (CAD and MDT mapping) as new information becomes available.

3.Operations achieve the highest degree of public safety and public confidence.

  • Continue public satisfaction surveys and increase the number of surveys by 20%.
  • Maintain customer satisfaction ratings <3.8 (scale of 1-4) in all categories.

4.Operational and support services meet the operational needs of member public safety agencies.

  • Continue annual mail-out surveys of agency heads in a continuing effort to improve interagency communications and ensure that operational service needs are being met.
  • Continue to encourage dispatch agencies to assign personnel to observe floor operations as part of academy and in-service training.
  • Complete the review of county fire dispatch procedures/implement recommendations.
  • Complete the review of EMS dispatch procedures by October 31,2016 and implement recommendations.
  • Print and distribute a Local Field Operations Guide (LFOG) by June 30, 2016.
  • Generate and publish an updated GIS set (operational may for CAD and MCT applications) by June 30, 2016.
  • Complete full implementation of Emergency Medical Dispatch (EMD) new event types by October 1, 2016.
  • Complete implementation of Mobile for Public Safety mobile data application by April 15, 2016.
  • Generate and publish an updated GIS data set by June 30, 2016.
  • Implement agency response plan changes in less than 90 days.
  • Establish an Incident Dispatcher Team (IDT) to provide on-scene communications support. Create a written directive to provide policy and procedure and provide training as necessary.

5. All employees are knowledgeable and possess the requisite skills and abilities that allow them to complete their job tasks efficiently and effectively to the highest level of expectation.

  • Provide 24 hours of annual in-service training for all personnel.
  • Include two hours of verbal judo training for all call takers by December 31, 2015.
  • Ensure all employees receive annual refresher training in best practices for handling calls regarding missing and exploited children.
  • Provide supervisors with at least 8-hours of supplemental in-service training specific to their duties.
  • Adopt and implement APCO Project 33 training standards for the basic public safety telecommunicators and dispatcher courses and make application for P33 certification by December 1, 2016.
  • Work to develop the skills of senior staff interested in advancing to higher levels of management within the department.
  • Provide all personnel with training on the new Vesta 4x call taking solution scheduled for implementation in late Spring 2016.
  • Providing better development of junior supervisors by working more 1-1 and providing more feedback by senior supervisors working the operations floor.

6.Technology is strategically acquired, implemented, and utilized to improve customer service and assist personnel in accomplishing their work more effectively and efficiently.

  • Work with Verizon and Airbus-DS Communications to accomplish the full replacement of the VESTA 911 telephony platform at both the primary Center and BOC by June 15, 2016.
  • Implement CAD-Voice technology that will allow "one button click” automated radio alerting/dispatch of fire and EMS personnel by December August 1,2016. This will speed up initial dispatches, sustain consistency, support consistency, and allow dispatchers to more effectively multitask during busy periods.
  • Upgrade Motorola ASTRO trunked land mobile radio system core from Version 7.14 to 7.16 by November 1, 2016.
  • Complete user training and the transition to the Hyper-Reach emergency notification system by April 1, 2016.
  • Obtain funding for a consultant and establish a committee to begin reviewing options for replacing the current 800 MHz DataRadio mobile data system that will be at end of life in 2017.
  • Implement the new Intergraph Mobile for Public Safety and Radio IP Multi-IP software by March 31,2015.
  • Ensure that all systems are compatible with the planned March 2017 Area Code 680 overlay.
  • Install a dedicated microwave link between the primary E911 Center and the Backup Operations Center (BOC) to serve as a redundant network to support the new VESTA 4x geo-diverse E911/NG911 call taking solution.
  • Upgrade the TLMR core to Operating System 7.16 by December 31, 2016

7.Work with our Central New York Interoperable Communications Consortium (CNYICC) partners to explore cost sharing opportunities that would result in more cost effective, consistent, and efficient services to our communities.

  • Continue to provide radio system administration support to CNYICC counties as requested.
  • Work with interested counties and agencies on sharing our VESTA 4x call taking solution.
  • Formalize agreement with Madison and other interested counties to forward their E911 calls to Onondaga in the event of system failure.
  • Formally release the results of the "CNYICC Shared Services Plan” study in cooperation with the counties of Cayuga, Jefferson, Lewis, Madison and Oswego and the New York Department of State by March 1, 2016.
  • Connect Jefferson County to the Onondaga Shared Master Site.

8.Seek operating efficiencies in an effort to control costs necessary to remain within the 2016 Onondaga County Department of Emergency Communications budget as modified (bAm), especially in the area of personnel costs.

  • Work with the Department of Management and Budget to complete subsequent phases of the Onondaga County Performance Management Program (ONward).
  • Consolidate the Professional Standards Coordinator (accreditation, QA/QI) and Training Section into a single program, the Professional Development Section, in order to improve coordination of effort and improve organizational efficiency.
  • Incorporate relevant findings in the 2015 allocation and distribution of personnel study in the E911 2017 budget request to ensure adequate staffing at all levels of the organization.
  • Control overtime expenses by filling position vacancies as soon as practical when authorized with the goal of achieving our authorized/ funded strength by the end of 2016.
  • Continue to refine the Public Safety Telecommunicator and Public Safety Dispatcher training process in an effort to ensure the success of probationary employees within a reasonable necessary time frame.
  • Continue to seek federal, state and other grant-funding opportunities.
  • Complete replacement of the HVAC system at the E911 Center by September 1, 2016.
  • Decommission the VESTA 2.3, I/Mobile, RadioIP MTG Network gateway, and Dialogic notification system to reduce maintenance costs and maintain operational efficiency.
  • Decommission legacy analog radio console interfaces by May 30, 2016.

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