Page 155 - Keller FY20 Approved Budget

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 107,000 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. Modify NETCOM SOPs based on CALEA feedback and first year experiences.
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. Provide further training for Records/CID Tech in Property Room processes to improve long term processes and proceedures
for better efficiency.
9. Modify KISD KCAL Internship to best suit need of students and department.

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
mangement.
7. Obtain RMS technology capable of improved workflow, statistics and reports to improve performance and efficiency related to
Records.
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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