BACK NOW WITH A 9-1-1
SYSTEM IN HAMPTON ROADS--
STABILIZING A BIT AFTER
BEING IN
CRITICAL CONDITION FOR SO
LONG.
5 MONTHS AGO-- WE
REPORTED ON THE LAGGING
RESPONSE TIMES BY
DISPATCHERS
IN PORTSMOUTH.
TONIGHT--
10 ON YOUR SIDE'S ANDY
FOX HAS A STATUS REPORT.
ANDY-- THINGS ARE GETTING
BETTER.
(ANDY)
THOSE IN CHARGE OF
PORTSMOUTH 9-1-1 WERE
WATCHING OUR REPORT, YOUR
COMPLAINTS WERE HEARD,
AND CHANGE IS ON THE WAY.
TONIGHT ONLY ON TEN,
THERE IS SOLID EVIDENCE
RESPONSE TIMES ARE
QUICKER
(ANDY FOX REPORTING)
((THE REPORTING MATTERED
AND OPENED OUR EYES TO
DIFFERENT AVENUES OF
WHERE WE NEEDED TO FOCUS
)) RUNS: 05
10 ON YOUR SIDE REPORTING
REVEALED FLAWS WITH
PORTSMOUTH 911.
(NAT SD OVER RINGING
SOUND FROM MAY REPORT )
((AND IT'S RINGING AND
RINGING))
WE FOUND PORTSMOUTH
NEEDED TO "FOCUS" ON
ANSWERING THE 9-1-1 CALLS
TIMES I HUNG UP))
WE REPORTED 2018 9-1-1
ANSWER TIMES WHICH
SHOULD BE ANSWERED 90%
OF THE TIME WITHIN 10
SECONDS... IN PORTSMOUTH
THE NUMBERS IN THE 60S.
AND THOUSANDS NOT
ANSWERED IN 40 SECONDS.
PORTSMOUTH FIRE BATTALION
CHIEF JUSTIN
ARNOLD
((THIS WAS AN EXPLANATION
POINT THAT WE NEEDED TO
FURTHER LOOK AT ))
RUNS:04
ARNOLD SAYS CITY MANAGER
LYDIA PETTIS PATTON CAME
TO HIM TO LOOK AT WHAT'S
WRONG AND TO FIX IT.
((IT WAS US COMING IN
WITH A FRESH MENTALITY A
FRESH
SET OF EYES AND BASICALLY
DOING SOMETHING FROM
SCRATCH ))
PATTON TAKES 9-1-1 FROM
POLICE AND HANDS IT OVER
TO PORTSMOUTH FIRE CHIEF
JIM HOFFLER
((SINCE WE WERE DOING
EMERGENCY MANAGEMENT
AND WE WERE RUNNING THE
EMERGENCY OPERATIONS
CENTER IT WAS SORT OF A
NATURAL TRANSITION TO
OR PAY
WAS THE BIG THINGS THAT
MOVED PEOPLE. I THINK IT
WAS REALLY JUST
LISTENING)) RUNS:
ARNOLD SIMPLY LISTENED.
WE WEREN'T ALLOWED IN
BUT,
THIS IS CITY VIDEO OF THE
911 EMERGENCY
COMMUNICATIONS CENTER.
((FIRST WE HAD TO LOOK IN
THE DISPATCH CENTER WHAT
WAS CAUSING SOME OF THOSE
ISSUES WE FOUND THOSE IN
THE INFRASTRUCTURE :
THE 9-1-1 ANALOGUE
INFRASTRUCTURE FOR
LANDLINE CALLS IS
OUTDATED HERE AT THE
VERIZON DATA INTERGCHANGE
BUILDING
ON HIGH STREET.
((LANDLINE CALLERS GET UP
TO 10 SECONDS OF DEAD
SILENCE BEFORE VERIZON
SWITCHES THE CALL TO THE
PROPER LOCALITY. MANY
HANG UP."))
((YOU WANT IT URGENT. 911
WHAT IS YOUR EMERGENCY.))
DANIEL JONES IS THE
CITY'S CHIEF INFORMATION
OFFICER
AND PORTSMOUTH IS
ACTUALLY SWITCHING FROM
VERIZON TO ATT EARLY NEXT
YEAR.
) ((WE ARE GETTING AWAY
FROM ANY ANALOG
TECHNOLOGY GOING TO
DIGITAL IP NETWORK FOR
911 CALL NETWORK"))
(USE 911 VIDEO FROM MY
REPORT IN MAY. WE HAVE
ONE SHOT)
THE NEXT ISSUE WAS 9-1-1
STAFFING.
SINCE FEBRUARY THE CITY
HAS HIRED 14 NEW
DISPATCHERS WHO MADE THE
CUT.
(WE ARE NOT THERE YET WE
DONT HAVE STAFF IN PLACE
TO OFFSET WHAT YOU SAW
BEFORE, SO IT IS
LITERALLY MOVING PEOPLE
AROUND TO COVER THOSE
BUSY TIMES WE
HAVE IDENTIFIED RUNS:12
INCREASED STAFFING WITH
MANDATORY OVERTIME
DURING CRITICAL HOURS
SEEMS TO BE WORKING.
REMEMBER THE LOW 60%
ANSWER TIMES FROM FIVE
MONTHS AGO, THOSE NUMBERS
IN YELLOW ARE HIGHER IN
THE 70'S AND 80'S
AND BEGINNING OCTOBER
FIRST ALL SHIFTS NOW HAVE
FIVE DISPATCHERS AND LOOK
WHAT HAPPENED ON OCTOBER
8TH
100% OF THE CALLS
ANSWERED WITHIN 10
SECONDS.
(MY PURPOSE SHOW YO THIS
STAFFING MATTERS THE MORE
PEOPLE WE CAN GET CUT
LOOSE THOSE NUMBERS ARE
GOING TO CONTINUE TO GO
UP))
(( YOU HAVE YOUR MAGIC
NUMBER FIVE YOU HAVE FIVE
PEOPLE WORKING FROM
MIDNIGHT TO 6AM AND YOU
GET 100% 100% ))
AND IMPROVED STAFFING LED
WIDE-SPREAD COMPLAINT
((WERE WE GIVING THE
COMFORTABLE BEING AT
WORK? DID YOU GET ALONG
WITH YOUR CO WORKER? WE
WANTED TO DO A HOLISTIC
APPROACH?"
(NAT SD CALLING 311)
FINALLY THESE ARE
PICTURES PROVIDED TO US
BY
PORTSMOUTH NON EMERGENCY
3-1-1 THAT HAS JUST GONE
ONLINE TO TAKE.
((SO THE 311 CENTER IS
HOPEFULLY TAKING THOSE
ORDINARY COMPLAINTS OR
ORDINARY QUESTIONS AND
PUTTING THEM IN A SYSTEM
SO THEY CAN ADDRESS THEM
BY CITY DEPARTMENT SO FAR
IT HAS BEEN WORKING.))
(ANDY)
SINCE 3-1-1 NON-EMERGENCY
WAS PUSHED OUT JULY
FIRST, PORTSMOUTH HAS NO
DATA AVAILABLE ON THE
IMPACT 3-1-1 HAS HAD ON
DIVERTING NON-EMERGENCY
9-1-1
CALLS.
NO COMMENT FROM VERIZON
ON LOSING THE PORTSMOUTH
CONTRACT.