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Home My WebLink AboutIR 013 (4) INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 23-013 To the Mayor and Members of the City Council January 24, 2023 Page 1 of 4 i i7 Y SUBJECT: STAFFING LEVELS IN POLICE 9-1-1 COMMUNICATIONS DIVISION rFrn Yg7'3 The purpose of this Informal Report is to provide an update on current staffing levels in the Police Communications Division as well as provide a summary of the volume of calls for service and call hold times. On October 1, 2022, Police Communications received an increase to its authorized strength by nineteen positions, raising the authorized strength from 155 to 174. Seven are permanent positions and the other twelve are listed as trainees or overages to prevent delays in hiring and training. With this increase in authorized strength, we currently have 34 vacancies in our Police Communications Division. Thanks to the support of the Council in 2021, we were able to give our employees a $6.00-per-hour across-the-board raise, increasing our starting pay to $25.08. With this competitive increase, we have seen an increase in applicants for our open positions. When we opened our applications in August of 2022, we received a total of 779 applications. After removing applicants who do not follow through with the hiring process, fail call testing, are disqualified, or do not meet hiring standards, we may be able to fill all but two vacant positions by the end of March. Status of Communications Staffing as of December 30, 2022 • Total number of vacancies: 34 Public Safety Communicator I • A total of 21 are ready for hire, of which fifteen will start the 9-1-1 Call-Taker Academy on January 17, 2023. The other six will start the 9-1-1 Call-Taker Academy on March 27, 2023. • Eleven are still in the background process and, if timing permits, they may be placed in the March class. In order to fill the remaining positions and make sure we have an active list for any unanticipated vacancies, we re-posted for the positions on January 11, 2023. Volume of Calls and Hold Times from June 2021 through December 2022 21-Jun 21-Jul 21-Aug 21-Sep 21-Oct 21-Nov 21-Dec 22-Jan 22-Feb </= 10 44.81% 46.29% 42.77% 48.94% 42.10% 47.74% 44.90% 49.18% 59.16% sec </= 15 49.16% 50.76% 47.68% 53.20% 46.28% 51.70% 53.05% 57.70% 65.92% sec </= 20 52.86% 54.56% 52.52% 57.33% 50.57% 55.62% 57.45% 62.02% 69.57% sec </= 40 64.54% 65.98% 65.62% 68.90% 62.87% 68.82% 66.49% 70.69% 77.39% sec Total gg 534 104,006 100,772 97,322 101,653 89,571 95,598 87,368 76,663 Calls Duration 1200.4 sec 188.8 sec 183.7 sec 177.4 sec 189.4 sec 184.4 sec 195.4 sec 183.9 sec 179.0 sec ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 23-013 To the Mayor and Members of the City Council January 24, 2023 Page 2 of 4 i i7 Y *a SUBJECT: STAFFING LEVELS IN POLICE 9-1-1 COMMUNICATIONS DIVISION rFrn 1075 22-Mar 22-Apr 22-May 22-Jun 22-Jul 22-Aug 22-Sep 22-Oct 22-Nov 22-Dec </=10 sec 51.57% 49.14% 60.94% 66.10% 63.84% 61.79% 54.71% 58.63% 67.21% 59.06% </=20 sec 58.88% 56.69% 67.12% 72.31% 71.72% 68.96% 61.88% 65.47% 73.03% 66.42% </=30 sec 62.86% 60.87% 70.86% 75.90% 75.66% 72.75% 66.07% 69.33% 76.19% 70.51% </=40 sec 72.01% 77.39% 79.45% 83.79% 83.64% 81.10% 75.32% 78.03% 83.59% 79.08% Total 89,881 92,148 95,609 90,968 96,355 90,139 90,770 88,291 79,501 87,089 Calls Duration 183.7 1 186.3 181.9 176.6 169.4 172.7 1 174.7 175.8 167.9 166.0 sec sec I sec sec sec sec sec sec sec sec Highlighted Success: Independence Day During the night of July 4, 2021, from 8 p.m. to 5 a.m. on July 51", we received 2,498 calls for service. During the peak hours of 9 p.m. to 1 a.m. we received 1,797 calls for service. Of those, 1,051 calls were from 9 p.m. to 11 p.m. For the full nine hours we answered 45.8% of the calls in 20 seconds or less. From 9 p.m. to 11 p.m., we had 26 call takers on duty, with twelve being on overtime. July 4, 2021 Call Hour Re /OT Total <_ 20 Secs 20.00 15/13 246 95.53% 21 .00 14/13 599 44.41% 22.00 14/11 452 45.80% 23.00 8/7 458 11 .35% 00.00 8/5 288 18.75% 01 .00 8/7 159 44.65% 02.00 8/7 121 92.56% 03.00 8/3 81 65.43% 04.00 8/3 46 100.00% 05.00 8/2 48 100.00% 2,498 45.80% In 2022, during the same time periods 8 p.m. to 5 a.m., we received 3,133 calls for service. From 9 p.m. to 1 a.m., we received 2,433 calls. Of those, 1,619 calls were from 9 p.m. to 11 p.m.. For the full nine hours we answered 75.7% of the calls in 20 seconds or less. From 9 p.m. to 11 p.m. we had 33 call takers, with sixteen being on overtime. ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 23-013 To the Mayor and Members of the City Council January 24, 2023 Page 3 of 4 i i7 Y SUBJECT: STAFFING LEVELS IN POLICE 9-1-1 COMMUNICATIONS DIVISION r6 IV JAL Yg7'3 July 4, 2022 Call Hour Re /OT Total <_ 20 Secs 20:00 17/16 245 95.92% 21 :00 17/16 845 70.18% 22:00 17/16 774 70.16% 23:00 12/14 444 76.80% 00:00 12/14 370 88.11% 01 :00 12/14 190 96.32% 02:00 7/2 119 37.82% 03:00 7/1 78 48.72% 04:00 7/2 35 100.00% 05:00 7/2 33 100.00% 3,133 75.71% The staffing of a Fireworks Hotline by the Fort Worth Fire Department, as well as the creation of a website to report illegal fireworks, assisted in reducing the total number of calls into the call center. Highlighted Success: New Year's Eve During the night of December 31, 2021, from 8 p.m. to 5 a.m. to January 1, 2022, we received 1,860 calls for service. During the peak hours of 9 p.m. to 1 a.m., we received 939 calls for service. Of those, 553 calls were from 11 p.m. to 1 a.m. For the full nine hours, we answered 46.1% of the calls in 20 seconds or less, and 61.3% in 40 seconds or less. From 11 p.m. to midnight, we had eleven call takers working, with four being on overtime. From midnight to 1 a.m., we had twelve working, with five being on overtime. Dec 31 , 2021 Call Reg/OT Total <_ 20 Secs <_ 40 Secs Hour 20:00 9/1 182 52.75% 69.78% 21 :00 9/1 171 63.74% 73.10% 22:00 9/2 215 40.47% 57.21% 23:00 7/4 230 32.61% 48.26% 00:00 7/5 323 41 .18% 57.89% 01 :00 7/6 205 58.05% 68.78% 02:00 7/4 185 34.59% 49.19% 03:00 7/3 152 35.53% 54.61% 04:00 7/3 104 67.31% 85.58% 05:00 7/3 93 53.76% 68.82% 1,860 46.08% 61.34% In 2022, during the same time periods 8 p.m. to 5 a.m., we received 1,841 calls for service. Between 9 p.m. to 1 a.m., we received 947 calls for service. Of those, 596 of those calls from 11 p.m. to 1 a.m. For ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 23-013 To the Mayor and Members of the City Council January 24, 2023 Page 4 of 4 i i7 Y SUBJECT: STAFFING LEVELS IN POLICE 9-1-1 COMMUNICATIONS DIVISION rFrn Yg7'3 the full nine hours, we answered 85.1% of the calls in 20 seconds or less, and 91.2% in 40 seconds or less. From 11 p.m. to midnight, we had 24 call takers with twelve being on overtime. From midnight to 1 a.m., we had 24 call takers with fourteen on overtime. Dec 31 , 2022 Call Total <_ 20 Secs <_ 40 Secs Hour 20.00 12/10 199 97.99% 99.50% 21.00 12/10 192 97.40% 98.96% 22.00 12/12 179 93.30% 98.32% 23.00 12/12 211 93.84% 96.68% 00.00 10/14 385 63.12% 74.81% 01 .00 10/11 195 94.87% 97.95% 02.00 10/11 173 65.32% 82.08% 03.00 10/11 125 93.60% 96.00% 04.00 10/2 95 83.16% 91 .58% 05.00 10 87 94.25% 95.40% 1,841 85.06% 91.20% The Fort Worth Police Department is committed to reducing the time it takes to answer calls for service and ensure that the call center gets fully staffed so that our citizens can receive the customer service they deserve. With the help of our partners in the City and the support to address the structural issues that have placed us behind the market in pay, we believe we can achieve this goal in short order. If you have any questions regarding this information, please contact Captain Robin Krouse at 817-392- 3260 or email Robin.Krouse(a)-fortworthtexas.gov. David Cooke City Manager ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS