Every public safety agency should have a structured method of examining its operation, to help determine if goals and standards are being met, if the center is operating efficiently, etc. This material, prepared by long-time comm center expert Jack Atkinson, sets out that method. If you complete this audit, you would have a comprehensive view of your comm center, from which you could easily make and justify changes to improve its operations. Please note the copyright restrictions at the bottom of this page.

1.0 FUNCTIONAL RESPONSIBILITIES

1.1 Define the Functional Responsibilities

• Determine the responsibilities of the (Name of the Entity).
• Determine the departments and agencies receiving services and the nature of each.
• Determine any non-standard and/or non-stated responsibilities and their impact on normal dispatch center operations.

2.0 OVERALL MANAGEMENT

2.1 Define the current management responsibilities.

• Define the overall management responsibilities for (Names of Entity) and the reporting chain.
• Determine any non-stated responsibilities that affect normal management responsibilities.

3.0 ADMINISTRATIVE SUPPORT

3.1 Determine Administrative Support.

• Determine what Administrative Support is available, i.e., secretarial, clerical,
• 9-1-1 M-SAG, CAD Geofile; their responsibilities and or/functions; and the amount of time devoted to such responsibilities.
• Determine reporting chains and timeliness of support.

4.0 OPERATIONS

4.1 Operations Management

• Determine the Operational Management and/or supervision of the
• 9-1-1/dispatch center, the responsibilities and chain of command.

4.2 Center Personnel

• Review the Dispatcher Series Class Specifications; determine appropriateness to the actual work being performed.
• Review Dispatch Center First, Second and Higher Level Supervision. Determine actual duties, responsibilities and authority. Review the supervision process as being applied.
• Review Dispatcher Series Selection Process, i.e., written and/or performance testing, orals, background, psychological interviews, and medical including testing for drug and carpal tunnel syndrome.
• Review of the use of lateral entry applicants, part-time and job sharing positions.
• Analyze Dispatcher Series Turnover. Determine the level of turnover and the stated reasons for such turnover
• Analyze Dispatcher Series Staffing Levels, their appropriateness, and methodology used to establish such levels.
• Analyze overtime, its appropriateness and justifications.
• Review Critical Task documentation to support job specifications for ADA issues.

4.3 Call Taking and Dispatching Process

• Analyze the call taking process, the methodology utilized, timeliness of action taken, and backup process in case of failure, either system-wide or in-house.
• Analyze the dispatching process, the methodology utilized, timeliness of action taken, the backup process in case of failure of the CAD system, microwave and/or telephone line interconnects, consoles, control and base stations, etc.
• Analyze the dispatch of Emergency Medical Resources; determine if Medical Dispatch (Pre-Arrival Instructions) is being given, and if so, what quality control process is in place.
• Analyze the use of personnel.

5.0 POTENTIAL LIABILITY CONCERNS

5.1 Dispatcher Training

• Review Dispatcher Training programs and material. Determine frequency of initial training classes, time frame and frequency that partly trained dispatchers are working as full dispatchers.
• Review the On-the-Job-Training program and the qualifications of the trainers. Determine and review the evaluation or testing programs during training.
• Review any Ongoing Professional Training program, determine frequency, qualifications of trainers and general subject matter.
• Determine if Sexual Harassment Training is being provided and if written procedures exist for reporting and resolution.
• Review all Training Records for appropriateness and completeness.

5.2 Procedure Manuals

• Review existing written Procedure Manuals to determine their adequacy, appropriateness and completeness. Determine the frequency of updating when changes are made.
• Determine how emergency and/or interim changes to procedures are disseminated, the methods used to insure that all personnel have received and acknowledged such changes.

5.3 Master Tape Recorders

• Review Master Tape Recorder Systems to determine if adequate telephone and radio channels are being recorded, the length of time tapes are being retained, the method of holding tapes, and the policy and procedures for releasing tapes.
• Determine who is the custodian of the tapes, who authorizes and makes cassettes of the master tapes, and who is required to appear in court with the tapes and or cassettes.
• Determine who can request a "Tape Hold" and what procedures are used to affect a release on a " Tape Hold."
• Review who has authority to change and store master tapes on the recorders.
• Review what security exists for all tapes and especially those which have a potential or actual "Court Hold" to insure the "Chain of Evidence."

5.4 Staff Meetings

• Determine if shift briefings are held by shift supervisors and dispatchers before the start of a shift, what type of information is generally disseminated, and if none, how the oncoming shift is briefed.
• Determine if any records are kept of these briefings. Analyze content.
• Determine frequency of various staff meetings, the level of personnel involved, the general purpose of such meetings, and if records are kept of these meetings and to whom are they disseminated.

6.0 EQUIPMENT

6.1 9-1-1 System

• Review the 9-1-1 System and equipment, determine the functionality, programming, and expected remaining life.
• Analyze any related electronic call accounting equipment, reports and statistics available and how those are being utilized.

6.2 CAD System

• Review the CAD System; determine the functionality and expected remaining life.
• Determine whom has functional responsibility for the System, how modifications are accomplished and the time frame needed to implement.
• Analyze the CAD management report system, nature of reports that are being generated and their utilization.

6.3 Dispatch Consoles

• Review the Dispatch Consoles, their channel layouts, ease of operation and functionality.
• Determine the expected remaining life.

6.4 Center Telephone Answering System and Equipment

• Review the Center internal telephone answering system, its functionality, and physical relationship to the consoles.

6.5 Support Equipment

• Review all Support Equipment, such as master recorders, position recorders, FAX machines, etc. to determine utilization, functionality, and expected remaining life.

6.6 Technical Interfaces

• Define all technical interfaces between dispatch center equipment and the outside world.
• Determine what backups exist. Determine if shift supervisors are familiar with those interfaces and the methods of seeking their repair.

7.0 QUALITY CONTROL

7.1 Complaint Resolution Process

• Review the Complaint Resolution Process, from citizens, system participants, and dispatching personnel.
• Determine who makes the decision to accept a complaint for action, if all complaints are investigated, and what response is given to the complainant. If the complaint is sustained, what guidelines exist relating to any disciplinary action that may be taken?
• Determine and analyze any procedures in place to do spot checking on the call taking process, and obtaining feedback from involved citizens on the quality of service received from the call taker.

7.2 System Users

• Determine what, if any, procedures exist to review with system users their level of satisfaction with the dispatch service being received. Determine the frequency of such review and what actions are taken to improve service, when required.
• Determine current satisfaction level and/or problems that exist between the System Users and the 9-1-1 Center.

7.3 Team Building

• Determine if any Team Building program exists to improve interpersonal relationships between shift members.

8.0 RADIO SYSTEM OPERATION

8.1 Define each Radio System and/or Group in use or proposed

• Determine the use assigned to each System and/or Group.
• Determine radio infrastructure supporting each system and/or Group.
• Determine departments, agencies and other miscellaneous individual units operating on each frequency and/or group as a primary function.
• Analyze the intercommunications patterns to determine if the mix of units is proper.
• Analyze any mis-match problems being caused in the dispatch center.

9.0 DISPATCH CENTER PHYSICAL PLANT

9.1 Review the Dispatch Center.

• Analyze dispatch space available for current as well as for future expansion.
• Analyze support space available for radio equipment and for future expansion.
• Review current mechanical support systems, i.e., HVAC, emergency generators, UPS system, etc. to determine adequacy and availability.
• Review physical condition of the center as to cleanliness and workspace functionality.

9.2 Analyze current and proposed interconnect schemes.

• Microwave.
• Wireline.
• Radio.

10.0 EQUIPMENT MAINTENANCE

10.1 Review all Maintenance Agreements

• Radio
• Communications Center Equipment
• Telephone

10.2 Spot-check Maintenance Records

11.0 FISCAL

11.1 Analyze the agency budget process.

11.2 Review charges, if any, to current users for dispatching services.

11.3 Analyze current formulas used to allocate those charges.

11.4 Determine work being performed for other entities or private entities.

12.0 RECOMMENDATIONS

12.1 Provide recommendations, if applicable.

12.2 Provide a full Report and an Executive Summary.

Back to Supervisor's Handbook

Copyright © 2007

This Operational Audit Format and any major portion thereof is copyrighted and is provided for the free and unrestricted use by any Public Safety Entity to perform operational audits of their 9-1-1 dispatch center(s) without license by or notification to the copyright owner. Commercial use of this format is prohibited without the express written permission of the copyright owner. Use of this format and any results thereof becomes the sole liability of the user.