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ANNUAL REPORT2018DuPage Public Safety Communications, DU-COMMWebsite: www.ducomm.orgTwitter: @ducomm911Facebook: DUCOMM911420 N. County Farm RoadWheaton, IL 60187Tel: 630-260-7500

2TABLE OF CONTENTSExecutive SUMMARY 3Strategic Highlights 3Agency Highlights 3History and Organization 4History 4Organization 4Governance and Oversight 6Agency Involvement 6Operations Summary 72018 Operational Statistics 72018 Police CAD Incidents 82018 Fire CAD Incidents 92018 9-1-1 phone statistics 10Quality Assurance 112018 Radio Talk Time 12Training 13Support Services Summary 14Administration summary 15Smart 911 16

3EXECUTIVE SUMMARYStrategic HighlightsDuPage Public Safety Communications staff provide public safety communications for over850,000 citizens of our combined jurisdiction and our forty-four (44) member police and fireagencies. Our staff worked twenty-four hours a day, seven days a week to provide thesecritical services. All of this accomplished with the hard work of our employees, the dedicatedleaders within the organization, and the support of all of our stakeholders.“It is a state-of-the-art public safety communicationscenter, that will allow DU-COMM to move into thenext generation of 9-1-1, and provide the citizens weserve, our agencies, and our employees a facility tomeet their needs now and for decades to come.”– Chairman David Brummel, July 10, 2018Agency HighlightsIn 2018, DU-COMM completed a long anticipated project and moved to its new location onthe DuPage County west campus. This project was officially approved by DU-COMM’sBoard of Directors with a unanimous vote on February 15, 2017, and construction wascompleted in 18 months. On July 10, 2018, Chairman David Brummel, officials from theDuPage ETSB, and DuPage County held a dedication and ribbon cutting for the new facility.The facility was operational by the last week of August. DU-COMM operations were movedwithin a twenty-four (24) hour period with minimal impact to our member agencies.In addition to the new facility, the organization continued to “answer the call” for all ourcitizens and member agencies. The rest of this report will highlight the agencies activities in2018.

4HISTORY AND ORGANIZATIONHistoryDU-COMMPolice AgenciesDuPage Public Safety Communications (DU-COMM) is anintergovernmental agency formed in 1975 to provide public safetyBartlettcommunications to police and fire agencies. In 2018, DU-COMMBurr Ridgeserved forty-four (44) agencies and over 850,000 residents withinCarol StreamDuPage County.Clarendon HillsDarienDowners GroveDU-COMM receives citizens’ requests for police, fire, and EMS(Emergency Medical Services) via 9-1-1 and ten-digit emergencyElmhurstphone lines. In 2018, DU-COMM dispatched over 760,000 calls forGlen Ellynservice and processed over 1.2 million phone calls in and out of theHanover ParkHinsdaleLisleLombardOak BrookOakbrookTerraceRoselleVilla ParkWarrenvilleWest ChicagoWheatonWillowbrookWinfieldWoodridgecenter. DU-COMM is a MABAS (Mutual Aid Box Alarm System)communications center for Divisions 10, 12, and 16.OrganizationDU-COMM is comprised of three (3) departments: Administration,Operations, and Support Services.Administration consists of the Executive Director, Deputy DirectorOperations, Deputy Director Support Services, Finance/HR Manager,Finance Clerk, Office Assistant, and Executive Secretary. TheAdministrative staff leads and supports the agency and all executivefunctions, including finance, payroll, and benefit administration.The Deputy Director Operations directs the Operations Department. ACommunications Manager is responsible for each of the three (3)shifts and six (6) Communications Supervisors, a Training/QA

5Manager, and a Protocol Coordinator support the department. InOperations, 9-1-1 Telecommunicators (TCs) answer incoming callsfrom citizens and dispatch the appropriate resources. The backboneof the agency is the eighty-three (83) full-time TCs, two (2) part-timeTCs, and three (3) part-time Alarm Operators. TCs are responsible forhandling all incoming requests for assistance and dispatching theappropriate police, fire, or EMS units in an efficient, organized, andprofessional manner.The Support Services Department is led by the Deputy DirectorSupport Services and includes two (2) units: Technical Services andMIS (Management Information Systems). The Technical ServicesManager, three (3) full-time and one (1) part-time Technicians areresponsible for the agency’s radio infrastructure and facilities, aidedby the Systems Coordinator that supports the countywide radiosystem and other projects.The MIS Manager, three (3) full-time System Analysts, and one (1)part-time GIS Coordinator are responsible for system administrationand support all DU-COMM computer technologies including CAD(Computer Aided Dispatch) and related systems used by TCs, fieldpersonnel, and all DU-COMM departments.DU-COMMFire AgenciesBartlettBloomingdaleCarol StreamClarendon HillsDarienWoodridgeDowners GroveElmhurstGlen EllynGlensideHanover ParkHinsdaleLisle-WoodridgeLombardOak BrookOakbrook Terr.RoselleVilla ParkWarrenvilleWest ChicagoWheatonWinfieldYork Center

6GOVERNANCE AND OVERSIGHTDU-COMM is a unit of government formed by an Intergovernmental Agreement with itstwenty-two (22) member municipalities and eleven (11) fire districts per the IllinoisIntergovernmental Cooperation Act (5 ILCS 220/1).The Board of Directors governs DU-COMM and meets quarterly to approve major purchases,annual budgets, and bylaws. The Board also selects the Executive Director.The Executive Committee meets monthly to guide the day-to-day operations of DU-COMMand oversee routine finances, personnel, policies, and strategic planning.Agency InvolvementDU-COMM member agencies influence operations and services through DU-COMM’s four(4) advisory committees: Chiefs Operations Committee, Fire Operations Subcommittee,Police Operations Subcommittee, and Support Services Subcommittee.The Chiefs Operations Committee meets bimonthly to review and approve procedures andprovide oversight and direction to DU-COMM’s administration. This committee is the forum tovoice comments and concerns on DU-COMM operations.The Fire Operations Subcommittee meets bimonthly to address fire communications,department responses, procedures, and issues that affect Fire/EMS agencies. TheSubcommittee directed the Fire Standardization and Fire Marshall ad-hoc committee work forimproved operations.The Police Operations Subcommittee meets bimonthly to address police communications,department responses, procedures, and issues that affect police agencies.The Support Services Subcommittee meets bimonthly to address technology relatedconcerns and projects. All member agencies are encouraged to participate on thisSubcommittee.

7OPERATIONS SUMMARYIn 2018, significant focus was on moving into the new facility, but DU-COMM also continuedto answer every call. The Operations Department seamlessly did just that from the last callsat the Glendale Heights location to the first calls at the new location in Wheaton. TheOperations Department focused on improving operations and efficiency during the year, withan emphasis on metrics. There was also the addition of three (3) CommunicationSupervisors (CS), and on May 1, 2018 DU-COMM achieved a long awaited goal ofunplugged supervision twenty-four (24) hours a day, seven (7) days a week.The additional CS per shift facilitated the successful achievement of another goal; increasedQuality Assurance.2018 Operational StatisticsIn 2018, DU-COMM Telecommunicators answered 267,539 9-1-1 calls and 177,626 10-digitemergency calls. Specifically, wireless 9-1-1 calls increased by 18% in 2018 from theprevious year. CAD incidents increased 4.36 % from 2017 with over 750,000 incidentsgenerated in 2018 for police and fire events.

82018 POLICE CAD INCIDENTS

92018 FIRE CAD INCIDENTS

102018 9-1-1 PHONE STATISTICS

11Quality AssuranceDU-COMM has conducted Quality Assurance (QA) reviews for many years. In 2018, werealized our goal of complying with the national best practice of conducting QA on 2% of allcalls for service. DU-COMM achieved this goal with 6,679 QA reviews, which is 2.3% of alldispatched calls for service. Communications Supervisors and additional Operationspersonnel conducted the call reviews to ensure each call followed DU-COMM’s policies,procedures, and protocols. Telecommunicators received individual feedback on performanceand direction on how to make improvements if needed.In addition to completing the review of our staff’s work, DU-COMM divided each review intoone of five categories of compliance. DU-COMM Telecommunicators achieved overallcompliance to standards on 97% of calls reviewed. In addition, 100% compliance wasachieved 73% of the time.

122018 RADIO TALK TIME

13TrainingTraining is an important aspect of DU-COMM Operations.TRAINING CATEGORYNew Hire ClassroomHOURS9,738TCIII Cross-Training568Conferences Training286reduction of overall training hours from the previous year.Tactical/FIAT training86There was an increase of in-house continuing educationRide-a-longs PD/FD360In-House CE/Classes2,731External CE/Classes776must keep their certifications current in EMD (EmergencyEMD/ProQA/CPR1,017Medical Dispatch), EFD (Emergency Fire Dispatch), CPR,EFD/Classroom/ProQA465Systems Training93Total16,120DU-COMM staff completed over 16,000 hours of trainingduring 2018. Fewer new hire trainees in 2018 resulted in aclasses over the year. In addition, all Telecommunicatorsand LEADS (Law Enforcement Agencies Data System).

14SUPPORT SERVICES SUMMARYThe Support Services Department focused on moving the operations of DU-COMM to thenew facility in Wheaton. A goal was set early in the process to enable an active – activecutover, so both locations would be operational at the same time. While an ambitious goal, itwas realized on August 29th. All critical systems were installed in the new facility andoperational on schedule. In addition to the new facility, the MIS department also needed torapidly complete a network migration off the legacy SONET network to a new fiber/microwavenetwork for all of our agencies.

15ADMINISTRATION SUMMARYDU-COMM Administration focused on the new facility, and alsoensured all other functions of the agency were supported.Throughout 2018, administration staff were split between the twolocations until the cutover was completed. In January, the Boardof Directors approved the Fiscal Year 2019 budget. In October,the Board approved the Fiscal Year 2018 audit. The audit wasapproved with no recommendations. Staff continued work on theTelestaff scheduling program and rolled out new features. A newtime and attendance program was implemented with the move tothe new facility. A new Personnel Manual was approved by theExecutive Committee and published in September. The newEMPLOYEESERVICE AWARDS10 Year ServiceAnniversaryJamie Paplaczyk, May 14Patrick Walker, July 1015 Year ServiceAnniversaryKurt Lentsch, February 3Jennifer Chambers, July21Chris Bubacz, November 425 Year ServiceAnniversaryJohn Lozar, November 15edition was a culmination of many years of work toward acomplete rewrite of the outdated manual.Wall of Life RecipientsGabriela Valencia 2/28/18Sonja Tyler 2/28/18Angie Lucado 2/28/18Kristen VanDerMolen 2/28/18Blaire Thomas 2/28/18Jaqueline Wijas 11/28/18Amanda Schretter 11/28/18Diana Dobson 11/28/182018 Agency AwardsSupervisor of the Year – Francesca KubicaSupport Services of the Year – Steve LichtTelecommunicator of the Year – Christine BubaczAward of Excellence – Madelyn Walsh