Transcription
KaneComm2020 Annual Report1
Table of ContentsPageWhat Agencies Does KaneComm Serve?5KaneComm Governance & Administration6KaneComm Organizational Structure7KaneComm’s 2020 Budget Summary82020 Staffing Level and Budget Detail9Police & Fire Activity in 202011Incident Dispatch Activity12Five Year Trends of Incidents Dispatched13Telephone Calls Made & Received14COVID-1915Civil Unrest16System Improvements17Communication Center Updates18Next Generation 9-1-119Employee Training20Accomplishments in 2019 and Goals for 2020213
Our Mission:We commit to serving as a vital link betweenthe citizens of Kane County and the publicsafety agencies devoted to protecting themThe Agencies We Serve:Police:Campton Hills PoliceFox Valley Park District PoliceGilberts PoliceHampshire PoliceKane County Forest Preserve PoliceKane County Sheriff’s OfficeMaple Park PolicePingree Grove PoliceWayne PoliceFire:Big Rock Fire DepartmentBurlington Fire DepartmentFox River & Countryside Fire Rescue DistrictHampshire Fire DepartmentKaneville Fire DepartmentMaple Park Fire DepartmentPingree Grove Fire DepartmentOther Agencies:Kane County Court ServicesKane County Sheriff ‘s Civil Process ServersKane County Office of Emergency Management5
KaneCommGovernance andAdministrationThe KaneComm Board is primarily responsible for the coordination, planning and direction ofKaneComm operations and is created under Chapter 8.5 of the Code of the County of Kane,Illinois. Members of the KaneComm Board represent Kane County Government &Departments, the Kane County Sheriff’s Office, user representatives of the Fire and Policeagencies we serve, and a member of the public.6
KaneComm’s Organizational StructureKaneComm is staffed by 15 Telecommunicators and three Shift Supervisors assigned tothree shifts answering 9-1-1 emergency calls 24 hours a day, seven days a week, 365days a year. Additional management and technical positions are staffed as outlinedabove to provide oversight and support functions.7
KaneComm’s Fiscal Year 2020 Budget 2,225,2248
Authorized Staffing LevelsKaneComm’s Fiscal Year 2019 & 20209
KaneComm’s Fiscal Year 2019 & 2020In 2020, the expenses in employee training, conferences, meetings and mileage was lessthan anticipated due to COVID-19. Employee training was completed virtually andthrough in-house programs.Expenses for office and operating supplies was higher than expected due to the additionalorders for cleaning supplies, sanitation, disposable kitchen supplies, masks and gloves forthe team. As essential employees, Telecommunicators are unable to work from home.10
Police and Fire Activity in 202011
Incident Dispatch ActivityPolice & Fire Agency Activity20202019Wayne Police1,3242,374Kane County Sheriff33,02235,868Hampshire Police3,5075,418Pingree Grove Police3,3623,314673467Gilberts Police2,8883,462Kane County Forest Preserve Police1,5011,0442084782,2202,374Big Rock Fire338407Burlington Fire440410Hampshire Fire1,2861,203Kaneville Fire223277Maple Park Fire347352Pingree Grove Fire1,4741,255Fox River Fire1,4861,45154,29960,422Other Agencies Served20202019Kane County Court Services5,8945,029Kane County Emergency Management285175Kane County Sheriff's Civil e Park PoliceFox Valley Park DistrictCampton Hills PoliceSubtotalSubtotalTotal of Call Dispatch Activity12
Five Year Trends - Incidents Dispatched20162017201820192020Fire Incidents49215251527153555594Police Incidents7557976609750737520764896Total Incidents74927 80097 80344 80562 70490For the first time in five years, KaneComm had a decrease in calls for service in 2020.Officer-initiated activity, such as traffic stops, had a dramatic decrease from March thruJune because of COVID-19. While officer-initiated activity decreased, other call forservice types increased. 9-1-1 calls for domestics, check the welfare, check conditions,and suicidal callers increased proving the emotional impact of quarantine and COVID-19.Calls for the Kane County Health Department also had a dramatic increase. KaneComm isthe afterhours answering point for the Health Department.During the summer months, calls for service began to increase, trending closely toprevious years.13
Telephone Ring to Call Pick-up Time:91.15% of all telephone calls received were answered in 0-10 seconds7.81% of telephone calls were answered in 10-20 seconds1.04% of telephone calls were answered in 20-30 seconds**99.89 % of incoming calls met the NENA National Standard for answering9-1-1 CallsOutgoing Calls Made by Telecommunicators: 41,292Total Calls for 2020: 148,323Total Calls for 2019: 138,674Increase in Telephone Calls for 2019 Over 2018: 9,680**National Standard for answering 9-1-1 Calls. N inety percent (90% ) of all 9 -1-1calls arriving at the Public Safety Answering Point (PSAP) shall be answered within ten (10)seconds during the busy hour (the hour each day with the greatest call volume, as defined inthe NENA Master Glossary). Ninety-five percent (95%) of all 9-1-1 calls should be answeredwithin twenty (20) seconds.14
COVID-19The impact of COVID-19 began in February,2020 and continued through the year. Workingwith the Illinois 9-1-1 State Administrator andthe Southern Fox Emergency Medical System,Public Safety Answering Points (PSAPs) receivedguidance on screening 9-1-1 medical calls forexposure to COVID-19. Questions included flulike systems and international travel as part ofthe Emergency Medical Dispatch (EMD) protocol.The questions were revised as the number ofcasesincreasedandbymid-March,Telecommunicators were screening almost allEMD calls for COVID-19 in order to keep fire andpolice safe and prepared when responding to thecalls.In the Communications Center, KaneCommrestricted all visitors in effort to keep the teamhealthy. Social distancing measures wereimplemented. Masks and gloves were available toTelecommunicators. Additional cleaning anddisinfecting before and after every shift wasadded. While ordering cleaning supplies was achallenge in some months, KaneComm wasnever short on necessary supplies. The Office ofEmergency Management provided essentialsupplies as well.KaneComm worked closely with the Kane CountyHealth Department through the pandemic onhow to inform police and fire to take precautionswhen responding to a COVID-19 patient. COVID19 created a new challenge in communicationson how to disseminate the necessary informationover unencrypted radio channels so properpersonal protection equipment (PPE) would beused. At first, PPE was limited, so the importanceof screening medical calls and relaying theinformation to the responding agency wascritical. KaneComm worked with neighboringKane County 9-1-1 centers and established aradio code for confirmed COVID-19 cases.Communication was less of a challenge for otheragencies that have encrypted radio channels.The Sheriff’s Office and the Office of EmergencyManagement Personnel transitioned to ahumanitarian role during the pandemic,responsible for the PPE stockpile, distribution toall municipal fire and police, and the primarycontact point for all State support requests(Hesed alternative housing, PE, equipment needsand distribution.) All KaneComm’s subscribingpolice and fire agencies were forced to navigatethe pressure of possible exposure whileresponding to calls.With the need to communicate on an encryptedradio platform because of COVID-19, KaneCommand the Sheriff’s Office received Cares ActFunding to support implementing the StatewideMotorola Starcom system. The digital radiosystem is encrypted and will protect privatecommunications. And forecasting in 2021, ity during vaccine distribution.The equipment was ordered in September andarrived in October. The order includes new radioconsoles for Kanecomm, mobile and portableradios. Two additional console positions wereadded in the communications center.15
Civil UnrestAt the end of May into the firstKaneComm worked with theSheriff’s Office and the OfficeManagement on the response toin Kane County.week of June,Kane Countyof Emergencythe civil unrestThrough the week, KaneComm worked withsubscribing agencies for incidents in Aurora,North Aurora, Naperville, Batavia, Elgin andmore.From OEM Command One, Radio AdministratorBaumann and Director Guthrie helped coordinatecommunications between multiple agencies andspecialty teams throughout the week. DeputyDirector Sarah Stoffa also coordinated additionalstaffing and operations in the communicationscenter.16
9-1-1 System ImprovementsThe Plato Center Radio Tower is a critical site for KaneCommradio communications. In 2020, the site received a number ofimprovements including landscaping and a security fence.Radio Administrator Andy Baumann moved KaneComm’sequipment into a new, much larger shelter on the property.The shelter has heating and cooling, and equipment is nowsafe from insects andanimals.As part of the Plato RadioTower improvements, thepropane tank was replacedand refilled. The last time thetank was filled was 2011. Thetank supports the generatorat the site. There was no costfor the replacement.In March, Radio AdministratorBaumann upgraded the voiceover IP (voIP) interface with Zello to the professional grade/public safety network. Through the Zello application,KaneComm is licensed up to one thousand users on thenetwork at no cost. Users must be approved by KaneCommpersonnel in order to talk on the network. The applicationcan benefit all departments within the County. Multiple talkgroups can be added to the system for any departmentsrequiring communications.Radio Administrator Baumann upgraded the Kane CountyAmateur Radio Repeater System. The system is owned bythe county. The upgrade will benefit the Kane CountyAmateur Radio Emergency Services Group. There was nocost for the upgrade. The system had one receiver site, andnow has four receiver sites across the County.17
In the Communications CenterIn effort to streamline workflow and operational processes in KaneComm, Deputy DirectorStoffa researched, demoed and configured new software to benefit training, scheduling, andperformance.Target Solutions was implemented in March. Target Solutions tracks Telecommunicator certifications, certificates, continuing education and inhouse training. The KaneComm team began in-house training immediately with all Telecommunicators reviewing the Emergency Medical Dispatch (EMD) protocols. Every couple weeks, Telecommunicators thoroughly reviewed a series of the EMD cards and completed a quiz for thetraining. The EMD protocol review was complete in October. Additionally, Telecommunicatorscompleted in-house training review in Target Solutions for emotional intelligence, diversityand racial bias.In September, KaneComm implemented Agency 360. The softwarereplaced a manual process and improved the tracking for new hiretraining and performance. Agency 360 has a module for performance reviews and documentation for veteran staff. Deputy Director Stoffa configured the software with assistance and feedback from Certified Training Operators (CTOs) Joanna Sharp, Mary Keating and Emily Reece.PlanIT Schedule, an online scheduling software, was implemented at the endof 2020. Deputy Director Stoffa and Supervisor Becca Schoppe worked withPlanIT to configure the scheduling matrix and policies from our Collective Bargaining Agreement. Requests to use benefit time, sign-up for overtime, andview the schedule can be done from the web application and mobile device,giving Telecommunicators access to their schedule 24/7.KaneComm completed a software upgrade to the Tyler Computer-Aided Dispatch (CAD) system. The upgrade included the RapidSOS integration within CAD. RapidSOS provides preciseand secure location data to 9-1-1 communicator centers using the technology within a cellular phone.18
Next Generation 9-1-1 (NG9-1-1)The State of Illinois is in the process ofimplementing Next Generation 9-1-1 (NG9-11.) NG9-1-1 will provide 9-1-1 callers withthe same level of service regardless oflocation or device. NG9-1-1 also includes theopportunity for Communication Centers toreceive text, pictures, and video.Tri-Com.KaneComm applied for another NG9-1-1state grant for FY20. In February, the grantproposal was successful and KaneComm wasawarded 47,218.47 to fund the upgrade tothe logging recorder system. The upgradeincluded a hardware replacement of thecurrent system and a software upgrade tothe latest version. As required by the Statefor NG9-1-1, the i3 multi-media system mustbe able to record text, pictures and videos(as it becomes available to 9-1-1Communication Centers). The project wascompleted in November, 2020.NG9-1-1 is also important for the correctrouting of cellular 9-1-1 calls. NG9-1-1 willwork with local GIS data to correctly routethe calls. In 2020, every agency submittedthe required GIS data layers to the State ofIllinois according to the scheduled deadlines.9-1-1 agencies continue to work together toensure there no gaps or areas of overlappingjurisdiction.While KaneComm was already capable ofreceiving Enhanced 9-1-1, Wireless Phase IIcalls, and Text to 9-1-1, Intrado Viperphone system received an upgrade in July2020. The majority of the cost for the projectwas paid by an NG9-1-1 grant that wasawarded to KaneComm in 2019.KaneComm and Kane County GIS worksclosely with Tri-com, Elgin, Quadcom, andKenComm, and members from the IllinoisState Regional NG9-1-1 Committee on theGIS process for NG9-1-1. By workingtogether as a County, the agenciescoordinated how the data is submitted to thestate.The upgrade enabled both KaneComm andneighboring agency, Tri-com to replaceaging hardware in the current system. Bothcenters are now ready with NG9-1-1technology, according to the Statemandate. Both centers serve as eachother's backup location and are inthe Kane County Emergency SystemTelephone Board (ETSB).The Kane County ETSB is responsiblefor planning, implementing,controlling, maintaining andupgrading the current and futuredemands of the Enhanced 9-1-1telephone system for KaneComm and19
Personnel & TrainingKaneComm focused on hiring throughout 2020. Two telecommunicators-in-trainingresigned during the year, citing the stress of the job. Two trainees were hired inNovember. Moving into 2021, KaneComm has three telecommunicator vacancies.KaneComm Telecommunicators, Supervisors and Administration participated in a variety ofconferences, workshops, seminars and drills throughout the year. Because of COVID-19,many of the training opportunities were completed virtually with webinars and virtualconferences. Taking all COVID-19 precautions, Telecommunicators spent hours doing sitalong time with prospective employees.Conferences, Workshops, Seminars and Drills attended by personnel in 2020:APCO Basic CalltakingAPCO Fire DispatchAPCO Police DispatchAPCO Communications Training Operator CertificationAPCO Telecommunicator Symposium and TrainingAPCO Tactical Dispatch Training CourseCustomer Service the 9-1-1 WayCritical Incident Debriefing for TelecommunicatorsEmergency Preparedness and Trauma SymposiumEmotional Intelligence, Diversity and Racial Bias online trainingFirst Responder Wellness and Crisis Intervention ConferenceIllinois Public Safety Telecommunications Association Annual Virtual Conference (IPSTA)In-House training and Emergency Medical Dispatch Protocol ReviewLarge Scale Incidents at the Dispatch LevelMutual Aid Box Alarm System (MABAS) Conference in Bloomington, IlNext Generation 9-1-1Sexual Assault Training for TelecommunicatorsThe Power of Resilience: How to Beat Burnout—The Healthy DispatcherThe STIC, HSIN, LIN—How Can All This Help?Tyler/New World Kane County User GroupsKaneComm Presented 9-1-1 Public Education to:Campton Hills Citizen’s Police Academy PresentationOEM volunteers: 9-1-1 basics, overview and operationsMABAS in-house training to Kaneville Fire Department, subscribing fire agencyTyler Computer-Aided Dispatch System virtual demonstration for Lake County20
Summary of KaneComm’s Accomplishmentsfor 2020 and Goals for 20212021 GOALS AND OBJECTIVES Expand the radio system to include encryption. An encrypted radio system will protectagainst the sharing of private information when communicating with first responders. Expand the use of microwave links and fiber links to reduce cost by eliminating costlytelephone circuits and increase the reliability of the radio system. Assess and evaluate a communications center staffing and floor plan for more efficientoperations. Update, revise and automate the Quality Assurance Program.21
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System Improvements 17 Communication Center Updates 18 . lar phone. 19 The State of Illinois is in the process of implementing Next Generation 9-1-1 (NG9-1-1.) NG9-1-1 will provide 9-1-1 callers with . Intrado Viper phone system received an upgrade in July 2020. The majority of the cost for the project -1--1-
