Page 160 - FY 19 Budget Forecast 91218.xlsx

POLICE DEPARTMENT
PUBLIC SAFETY DISPATCH & RECORDS DIVISION (100-300-21)

DEPARTMENT DESCRIPTION:
The Northeast Tarrant Communications Center (NETCOM) serves the cities of Keller, Southlake, Colleyville, and
Westlake. It is one of the few truly consolidated regional 911 Public Safety dispatch centers in the state and has been a
model for others in the area. NETCOM is civilian staffed and dispatches emergency calls for Police, Fire, and EMS 24
hours/day and 365 days/year. This Division serves more than 100,000 residents in 4 cities covering more than 60 square
miles. This Division is staffed by 24 full time civilian employees, including 20 Dispatchers, 3 Records Technicians, and 1
Manager. The 3 Records Technicians are the primary point of contact for customer service at the front lobby window and
by administrative phone. The Records Technicians receive, process, index, and file all police reports for retrieval and
archive on an as-needed basis. They must provide accurate statistical data for administrative use, access public records,
provide copies of audio/video/reports for public and court processes, manage Solicitor permits, assist with alarm permits,
fingerprinting services, and work closely with city personnel and citizens to to provide resource efficiency and accuracy.
One Records Technician also assists CID with case filing and Property Room assistance.

DEPARTMENT/DIVISION GOALS:
1. Answer incoming 911 phone calls within 10 seconds at least 90% of the time.
2. Contribute to the prompt response of Fire/EMS units by collecting necessary information from callers and dispatching
emergency calls under 1 minute on average, at least 90% of the time.
3. Contribute to the prompt response of Police units by collecting necessary information from callers and dispatching
emergency calls for Police service under 1 1/2 minutes on average.
4. Increase training for dispatchers in active shooter, emergency medical dispatch, geography, and incorporate personnel
in live exercises to improve accurate and efficient performance measures.
5. Improve efficiency of CALEA practices and reporting to increase overall performance.
6. Receive, process, index, and file all necessary police data for retrieval and archive per records retention guidelines.
Respond to all open records and court requests under terms of Texas Public Information Act and legal standards.
7. Contribute to assessment and workflow of Records/CID Tech stationed in Records to improve performance and
efficiency.
8. Inject Records/CID Tech into Property Room processes so we have a well trained back-up to the primary Property
Custodian.
9. Work with KISD to develop a Dispatch Internship and train qualified students with basic dispatching skills to prepare
them for part-time or full-time dispatch employment.

DEPARTMENT/DIVISION OBJECTIVES:
1. Monitor the dispatch process for Police to ensure dispatch time for emergency calls is less than 1 1/2 minutes.
2. Monitor the dispatch process for Fire/EMS to ensure dispatch time for emergency calls is less than 1 minute.
3. Answer all incoming 911 calls within 10 seconds to enhance efficiency and provide excellent service.
4. Provide additional training for Dispatch personnel to familiarize them with geography and Police/EMS response to
major incidents.
5. Use feedback from CALEA interviews to improve practices and performance.
6. Provide additional training for Records personnel to stay abreast of changing laws, required procedures, and property
room management.
7. Adjust personnel, volunteers, duties, and tasks in Records to improve performance and efficiency.
8. Provide additional training to Records/CID Tech in property room management and practices.
9. Network with KISD and Irving ISD to establish a dispatch training unit at KCAL and begin training students at school
and KPD.

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