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DEPARTMENT / DIVISION FUND
POLICE – COMMUNICATIONS GENERAL
PROGRAM NAME
COMMUNICATIONS SECTION
DESCRIPTION / MISSION
The Communications Section is the public’s link to police, fire, ambulance and city emergency and non-emergency services. The
primary responsibility of the Communications Section is to provide citizens with the best possible response to their request for
information or the need for service. This section is responsible for the effective notification of emergency services for North
Richland Hills, as well as, our shared service partner cities of Haltom City, Richland Hills, and Watauga. Communications
personnel accomplish this by providing educated answers to a vast array of questions, or responding to a need for service by
notifying police, fire, ambulance, city personnel and emergency equipment. This section provides accurate statistical information
for administrative use, along with working closely and effectively with all personnel in the police, fire and city departments, as well
as outside agencies. In addition, the Communications Section provides education and awareness to the public through
community outreach initiatives.

GOALS
• To contribute to the prompt response of police and fire units by collecting necessary information from callers and dispatching
calls for service in a timely manner. (Safety and Security)
• To promptly process incoming telephone calls and information in effort to promote and enhance the feeling of safety and security
for our citizens. (Safety and Security)
• To provide 9-1-1 awareness education to young children and adults in our community. (A Sense of Community)
• To provide regional leadership and innovation through shared service partnerships for communication services. (Local and
Regional Leadership)
OBJECTIVES
• Maintain communications portion of the overall patrol response time for priority one calls to within 2 minutes and priority two calls
within 4 minutes.
• Maintain a call processing time of not more than 90 seconds for 90% of the fire calls.
• Answer all incoming phone calls within 15 seconds 95% of the time.
• Teach 9-1-1 awareness in the classrooms of area 2nd graders. Provide 9-1-1 information to other children and adults at special
events and other appropriate opportunities.
• To operate a fiscally responsible communications center through a regional partnership for shared communication services.
2016-17 2017-18 2018-19
PERFORMANCE MEASURES ACTUAL REVISED ESTIMATED
Goal: Safety and Security
Total # of Authorized Dispatch Personnel (FTEs): 30.30 29.30 29.30
Communications Manager 1.00 1.00 1.00
Communications Supervisor 3.00 3.00 3.00
Dispatchers 26.00 25.00 25.00
Technical Services Coordinator 0.20 0.20 0.20
Administrative Technician 0.10 0.10 0.10
Total # of Dispatch Calls for Service 124,437 141,371 149,517
North Richland Hills 61,072 69,272 74,121
Haltom City 32,022 38,016 39,917
Watauga 19,649 21,774 22,924
Richland Hills 11,694 12,309 12,555
Total # of Traffic Stops 48,285 44,388 46,608
North Richland Hills 27,959 25,089 26,343
Haltom City 11,519 10,951 11,499
Watauga 5,594 4,872 22,924
Richland Hills 11,694 12,309 12,555
Total # of Fire Calls 16,048 16,241 16,729
North Richland Hills 7,882 7,978 8,217
Haltom City 4,436 4,488 4,623
Watauga 2,098 2,125 2,189
Richland Hills 1,632 1,650 1,700
Total # of 9-1-1 Calls 90,996 90,064 90,964
North Richland Hills 39,128 38,646 39,032
Haltom City 4,436 22,647 22,873
Watauga 20,019 19,773 19,971
Richland Hills 9,100 8,998 9,088

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