2. 911 ANNUAL REPORT 2008

RAPPORT ANNUEL (2008) SUR LE SERVICE 9-1-1

Committee Recommendation

That Council receive this report for information.

RECOMMANDATION DU COMITÉ

Que le Conseil prenne connaissance de ce rapport à titre d’information.

Documentation

1. Deputy City Manager's report, City Operations dated 25 May 2009 (ACS2009-COS-EPS-0033).

2. Extract of Draft Minutes, 1 June 2009.

Report to/Rapport au:

Community and Protective Services Committee

Comité des services communautaires et de protection

and Council / et au Conseil

25 May 2009 / le 25 mai 2009

Submitted by/Soumis par: Steve Kanellakos, Deputy City Manager/

Directeur municipal adjoint,

City Operations/Opérations municipales 

Contact Person/Personne ressource : John Ash, Manager

Office of Emergency Management/Unité des mesures d’urgence

(613) 580-2424 x28627, John.Ash@Ottawa.ca

City-wide / À l’échelle de la ville

Ref N°: ACS2009-COS-EPS-0033

SUBJECT:	911 ANNUAL REPORT 2008
OBJET :	RAPPORT ANNUEL (2008) SUR LE SERVICE 9-1-1

REPORT RECOMMENDATION

That the Community and Protective Services Committee and Council receive this report for information.

RECOMMANDATION DU RAPPORT

Que le Comité des services communautaires et de protection et le Conseil prennent connaissance de ce rapport à titre d’information.

EXECUTIVE SUMMARY

Attached is a copy of the 9-1-1 Annual Report for 2008 from Ottawa Police Service (OPS) who administer the 9-1-1 contract on behalf of the City of Ottawa.

Highlights of the report include:

§ The service level objective in place for 9-1-1 is to have 98% of all calls answered within six seconds. For the first time ever the 2008 annual performance average was 98.3% (an increase of .10% from last year).

§ Total calls for service (calls answered) for 2008 were 218,103 with a daily average of 596 calls. This represents an increase of 3.6% in calls compared to 2007 (+ 7,504 calls). Between 2003 and 2006, the volume of calls answered has decreased year over year; however, this trend reversed in 2007.

§ Of the calls for service in 2008, 65.03% were received for Ottawa Police Service, 3.68% for Ottawa Fire Services and 27.06% for Ottawa Paramedic Service (a 1.17% increase), the balance of 4.23% were for other, such as military police, RCMP or provincial police services.

§ In 2008 callers abandoned a total of 277 calls, equating to only to 0.1% of total calls of the total calls offered (218,380).

§ Ottawa Police Service received a total of nine (9) public complaints related to 9-1-1 during 2008 compared to eight (8) in 2007

§ The average handling time of 9-1-1 calls decreased to 95 seconds from 98 seconds in 2006 and 2007 (a 3% decrease)

§ Of the calls received at 9-1-1, 46.5% came from cellular devices. Residential calls accounted for 30.3% while 9% came from business lines

It should be noted that call volumes cited in this report refer to emergency calls answered by the 9-1-1 Service only. Calls to all emergency services (Police, Fire and Paramedic Services) come from various sources other than the 9-1-1 Service. Accordingly, there is not a direct one-for-one relationship between calls answered by the 9-1-1 service and total calls received by Police, Fire and Paramedic services.

The attached Annual Report details the activities of the 9-1-1 Service in 2008.

RÉSUMÉ

Vous trouverez ci-joint le rapport annuel sur le service 9‑1‑1 pour 2008, préparé par le Service de police d'Ottawa (SPO), qui administre les contrats du service 9‑1‑1 au nom de la Ville d’Ottawa.

Voici quelques faits saillants énoncés dans le rapport :

· L’objectif de niveau de service pour le 9-1-1 est de traiter 98 % de tous les appels auxquels des préposés ont répondu en moins de six secondes. En 2008, la moyenne de rendement annuel était de 98,3 % (une hausse de 10 % par rapport à l’année dernière).

§ Le nombre total d’appels de service (appels auxquels des préposés ont répondu) s’est établi à 218,103 en 2008, pour une moyenne quotidienne de 596 appels. Cela représente une augmentation de 3.6% par rapport au nombre d’appels reçus en 2007 (+7,504 appels). Entre 2003 et 2006, le volume d’appels traités a chuté d’une année sur l’autre; cette tendance s’est toutefois inversée en 2007.

§ De tous les appels de service reçus en 2008, 65,03 % visaient le Service de police d'Ottawa, 3.68 % concernaient le Service des incendies et 27.06 %, les Services médicaux d'urgence (une hausse de 1,17 %), les 4,23 % restants s’adressaient à d’autres services tels que la police militaire et la Police provinciale de l’Ontario).

§ En 2008, 277 appels (0,1 %) ont été abandonnés, ce qui équivaut à seulement 0,1 % du nombre total d’appels émis (218 380).

§ Le Service de police d’Ottawa a reçu en 2008 un total de neuf (9) plaintes de membres du public liées au service du 9-1-1, contre huit (8) en 2007

§ Le temps moyen de traitement des appels 9-1-1 est passé de 98 à 95 secondes en 2006 et 2007 (une baisse de 3 %).

§ De tous les appels reçus au 9-1-1, 46,5 % provenaient d’appareils mobiles. Les appels résidentiels ont représenté 30,3 % et ceux de lignes professionnelles 9 %.

Il importe de noter que les volumes d’appels mentionnés dans le présent rapport renvoient aux appels d’urgence auxquels ont répondu des préposés des services du 9‑1‑1 uniquement. Les appels visant les différents services d’urgence (services de police, des incendies et d'ambulance) proviennent de diverses sources autres que les services du 9‑1‑1. De ce fait, il n’existe pas de rapport direct d’égalité entre les appels reçus aux services du 9‑1‑1 et tous les appels reçus aux services de police, des incendies et d'ambulance.

Le rapport annuel ci‑joint explique en détail les activités menées en 2008 par le service 9‑1‑1.

CONSULTATION

No consultation was required for this administrative report.

LEGAL/RISK IMPLICATIONS

There are no legal/risk implications associated with this report.

FINANCIAL IMPLICATIONS

There are no financial implications associated with this report.

SUPPORTING DOCUMENTATION

Document 1 - 9-1-1 Annual Report, 2008

DISPOSITION

Ottawa Police Service – operation of the 9-1-1 Bureau under contract to the City Operations Department

911 ANNUAL REPORT 2008

RAPPORT ANNUEL (2008) SUR LE SERVICE 9-1-1

Acs2009-cOS-EPS-0033 CITY WIDE / À L'ÉCHELLE DE LA VILLE

Councillor Cullen inquired on the protocols for 911 calls for the paramedics. He stated that some concerns had arisen in his ward and two highrise condominium complexes in particular where the paramedics did not have access to the building unlike their counterparts in the Fire Services who have access to the lock boxes in the entranceways to multi residential complexes. He would like to know how this kind of access could be facilitated for the paramedic service.

Mr. John Ash, Manager, Integrated Public Safety Unit confirmed that Fire Services did have access to the lock boxes in order to gain entry to highrise apartments and condominiums and asked Deputy Chief Pierre Poirier, Ottawa Paramedic Services to clarify the issue regarding paramedic access.

Deputy Chief Poirier, Paramedic Services stated that historically the lock boxes have not been accessible by the paramedics but they are willing to investigate and discuss with their partners in Fire Services.

Councillor Cullen asked if this could be a direction to staff to undertake these discussions.

That the Community and Protective Services Committee and Council receive this report for information.

RECEIVED

DIRECTION TO STAFF:

Chair Deans asked that the Paramedic Services Branch seek clarification on their access to lock boxes in highrise apartments and condominiums and seek the same access as that of Ottawa Fire Services and report their findings by email to Committee members.