HomeMy WebLinkAboutIR 10641 INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10641
To the Mayor and Members of the City Council August 24, 2021
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*a SUBJECT: POLICE PUBLIC SAFETY COMMUNICATIONS UPDATE AND DATA
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Executive Summary
This IR is to provide an update on the Public Safety Communicators' raises, vacancies and hiring, volume of calls to the Fire
Department emergency number,abandoned calls,and average time calls are answered.
Pay Raise
As mentioned in the previous IR, our PSCs were being paid below the market midpoint. After a comparison survey the decision
was made to increase not only our PSCs, but all of our employees in the Police Communication Division by 7.72%. This well
deserved increase for all employees allows us to maintain a pay equity, help recruit for the new employees, and retain current
and trained Communications staff.
Vacancies and Updating on Hiring
We currently have 38 vacancies in our Police Communications Division; 35 of these vacancies are in PSCI(Call Takers)and 3
are in PSCII(Dispatcher). As mentioned in the previous IR on 8/3/21,the new hires will not be starting until the end of August
and the vacancy numbers remain high.
• 9 —Ready for Hire scheduled on August 30'
• 14—Pending screening backgrounds results;scheduled to start either Aug 30`h or Sept 27''
• 12 upcoming interviews scheduled next week.
*15 vacancies will remain after Sept 27t'if the above 14 who are pending,plus the 9 ready to hire,are hired. We will continue
to schedule interviews and work the applicant list until we are fully staffed.We have received a record number of applicants
from each vacancy posting.
Update on BridgeWork-Contract Services:
• 6 candidates are in the background process.
• 4 out of the 6 have completed the paperwork.(timeline is dependent upon candidates'responsiveness)
Update on Fire Department Assistance 10 digit emergency number
From July 23'—August 15t'`,over 2000 calls have been answered by our Fire Department partners. The phone number and
message are helping our residents get the immediate medical and fire assistance they need.
Abandoned Calls
An abandoned call is when a person calls 911 and hangs up after the system catches the callers number and the caller hangs up
before a call-taker becomes available.The system recieves the caller's number and puts the call/number in an abandoned queue.
The abandoned calls are then pulled and staff calls each caller back. Per policy,two attempts are made to reach the caller. When
we are fully staffed,two or three positions are assigned to handle this responsibility.However,given our critical staffing
shortage and call load,the supervisors are assisting in calling the Abandoned Calls in the queue,and calltakers monitor the list
and call back callers in between incoming phone calls.
ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS
INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10641
To the Mayor and Members of the City Council August 24, 2021
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SUBJECT: POLICE PUBLIC SAFETY COMMUNICATIONS UPDATE AND DATA
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Incoming/Answered/Abandoned Calls/Callbacks
Total to Month Incoming Calls Answered Abandoned Callbacks
Jan-21 Total: 81,830 72,332 9,498 26,714
Feb-21 Total: 91,101 67,627 231474 28,605
March-21 Total: 89,681 76,794 12,887 29,541
April-21 Total: 92,951 74,684 18,267 30,577
May-21 Total: 97,593 77,580 20,013 32,984
June-21 Total: 99,534 75,541 23,993 35,345
July-21 Total: 104,006 77,606 26,400 38,597
Aug- 15Y- 13t" Total: 38,441 27,618 10,823 15,249
*The number of callbacks is a combination of calling abandoned calls back(calling twice per policy)and calls requiring a call
back for additional information.
In working with Tarrant County 911,we discovered the Abandoned Calls can be rolled back into the regular 911 Queue.When
the Automatic Call Distribution sends such a call(it merges the calls in alternating with other calls in queue),the call taker hears
a distinctive tone so they know it is an Abandoned Call.We activated this on a test basis.
Average Time Emergency Calls are Answered
Emergency Calls Average Answered
Total to Month Incoming Calls 0-10 seconds 11-120 seconds 120+seconds
Jan-21 Total: 60,953 46,278 (75.92%) 14,011 (22.99%) 664 (1.09%)
Feb-21 Total: 65,554 37,076 (56.56%) 24,448 (37.29%) 4,030(6.15%)
March-21 Total: 65,792 46,907 (71.30%) 18,009 (27.37%) 876 (1.33%)
April-21 Total: 67,808 42,879 (63.24%) 23,123 (34.10%) 1,806 (2.66%)
May-21 Total: 72,178 40,163 (55.64%) 29,304 (40.60%) 2,711 (3.76%)
ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS
INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10641
To the Mayor and Members of the City Council August 24, 2021
Page 3 of 3
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*a SUBJECT: POLICE PUBLIC SAFETY COMMUNICATIONS UPDATE AND DATA
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Total to Month Incoming Calls 0-10 seconds 11-120 seconds 120+seconds
June-21 Total: 74,619 35,336 (47.36%) 34,328 (46.00%) 4,955 (6.64%)
July-21 Total: 78,699 37,363 (47.48%) 34,572 (43.963%) 6,764(8.59%)
Aug-21 Total: 30,107 13,965 (46.38%) 13,863 (46.05%) 2,279 (7.57%)
The Fort Worth Police Department is committed to rectify the situation and ensure that the call center is fully staffed so that our
citizens can receive the customer service they deserve. If you have any questions regarding this information,please contact
Assistant Chief Julie Swearingin at 817-392-4247 or Julie.swearingin&fortworthtexas.gov.
David Cooke
City Manager
ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS