THE REGIONAL 911 CALL CENTER
If you will recall, the Shadow published an article entitled “911 CALL CENTERS AND TAX” in its January 29 issue. Subsequently there were a number of discussions about the charges from the RCC to the participating cities. At the time of our article publication, the RCC personnel were reluctant to talk about how they arrived at the assessments for the various cities. Below, we have provided memorandum excerpts from David Bubb, the executive Director, to his executive board. Note the membership. Additionally, we have also republished our original article. We hope you will read, analyze, and decide for yourself whether this operation is efficient and more cost effective than the Sheriff’s 911 Call Center. FYI, the Shadow hears that Jon Williams, City Manager of Edgewater is discussing this and other public safety issues with our Sheriff today.
THE 911 CALL CENTERS AND TAX
(Published January 29, 2007)
A 911 call center is a world unto itself. It must operate every day of the year and, since week-ends, and holidays are its busiest time, new employees seldom see family or friends on weekends or holidays. Civilians staff some centers and police or fire personnel, who may or may not have emergency medical training, staff others. A well run facility in a big city can handle 200 to 250 calls per shift before the number of “dropped” calls reaches above 8% which is considered in the profession as above an acceptable limit.--- cutely called a benchmark and not a standard by its own trade association. Dropped calls, or abandoned calls as they are sometimes called, may have a different definition for different call centers but they are taped and are supposed to be called back within a short time. The ubiquitous nature of cell phones has complicated the job of call centers, in that multiple reports of the same event, called “bursts,” can be directed to the center. For instance, a highway accident will be called in by a succession of motorists until an emergency vehicle is on the scene. Cell calls are handled differently from land line calls by various centers, since the likelihood of a serious situation requiring emergency help may be more likely where a land line is involved. A recent study performed by the association of emergency call personnel, located by chance in Daytona Beach, was mostly crafted, personnel tell us, from the City of Phoenix. It sets out the problems and suggests levels of personnel necessary to provide public safety. Of course, not being a member, we were told that we taxpayers who paid for it could not get a copy upon request. Perhaps the City Manager can obtain a copy.
There are actually two major call centers in Volusia County. When 911 is dialed from New Smyrna Beach, a call center in Port Orange designated as the Regional Communications Center (RCC) will answer. This RCC serves Port Orange, Edgewater, New Smyrna Beach, and, recently, Ponce Inlet, Wilbur by the Sea, and South Daytona Beach. There are four other small call centers, but essentially the County center run from the Sheriff's office serves the rest of the County. It appears that all land lines and cell phones pay 41 cents and 59 cents respectively each per month for the privilege of supporting these centers. Or, as it turns out, a total of $3.467 million collected by the County (about $2.1 million per year with a reserve accumulated because there were no hurricanes this year). This is supposed to be distributed on an equitable basis to the call centers. All the money from this fund is distributed for equipment. The operating budget of $2.8 million of the RCC, however, is split among the three cities. Port Orange pays 44%, New Smyrna 34%, and Edgewater 22%.
The RCC organization is run by a committee of the three mayors, and the last minutes we have are from August 29, 2006. The three city managers hold monthly meetings. Ostensibly, they control how the RCC functions. The RCC has fewer than 40 employees plus their administrative staff: An Administrator, Assistant Administrator, Comptroller, Record Keeper, 2 IT persons, and a Training Specialist-----seven administrative people for a ratio of one administrative person per 4.5 workers. Analyzing the statistics supplied by the call center may be unfathomable by persons other than those who created the tabulations, but what is apparent, is that these are police and fire department expenses that have been rendered opaque and are not in the public eye.
Then there is the question of how the calls are labeled. A look at the printouts for police and fire reporting for our three coastal cities (we think of coastal and intra coastal as sort of similar) shows that a large number of calls are labeled fire calls which are really not house fire calls at all. “Structure calls” are fewer in the RCC report, for example, than what the fire departments label “house fires.”
We now look at costs. In addition to the tax on telephones, New Smyrna Beach paid $980,000 to the Port Orange center for its share of the costs to establish the RCC 911 center. This is a hidden expense for both the fire and police service we receive, and there is no question that everyone wants an emergency response number to call if needed. However, costs are essentially hidden and, trust The Shadow, it was hard to discover them until just the right questions were posed. The question is, however, whether the service is cost effective. Would it be cheaper to purchase service from a private company, or from the County who serves the other 350,000 residents of Volusia County? They may be totally justified and cost effective, but they should be easily and readily available for tax payers to examine, in order to determine whether they are reasonable, and whether the level of service is worth the expense.
The County center has 84 employees. There is an additional secondary center for calls that the central 911 service refers for fire and medical emergency. The principal call center, and the equivalent to the RCC, has 96 employees with a budget of $3,798,000. The County call center provides several services under its contracts. For example, it not only refers calls, but also dispatches the fire trucks in Daytona Beach. There is a separate call center for Ormond Beach, and two other small subsidiary centers. The County also has a secondary call center that dispatches the fire and medical EVAC vehicles operated by the County in the unincorporated areas. The costs for RCC as compared to the County seem to be very much higher. Beginning in October 2004 the County contracted to supply Daytona Beach 911 call service, and entered into a new contract in 2006 to provide the 66,000 residents service for $1.348 million a year through 2007—or a cost of $20.42 per person excluding equipment money that is supplied from the telephone tax. The cost for RCC that serves 102,000 people is $2.8 million, which is $43.27 per person on the average, again excluding the amount spent from the telephone taxes. See the chart below for the cost per person per year by city. Interesting, what? Why is New Smyrna paying almost double the cost of Edgewater for the same number of people? Could it be that his wife, the City Attorney for Port Orange, or his old friend the former City Manager of Edgewater influenced Frank Roberts, who was instrumental in setting up the RCC? Furthermore, the financial people at the city tell us that NSB actually paid $980,000, not $952,000 in 2006, and that equates to $44.55. Enjoy!
Having two separate call services appears to be nothing more than another expensive turf war between the County and the Southeast Coastal Cities, and the determination to have a separate service has been costly. Quite frankly, the Shadow's conclusion is that the extra expense which we all pay does not seem worth the price for a separate 911 call center to serve our needs. You have the facts and could reach a different conclusion. There have been no complaints that the County service is inferior, although its number of dropped calls may be slightly higher on average than that of the RCC. However, keep in mind, despite a lower annual average of dropped calls at the RCC, last December the RCC dropped almost 10% of its calls for the month. Switching calls from one center to another is simply a matter of reprogramming the settings on the transmission towers, so that either service is available if a jurisdiction wants to switch. How about asking the County what it will charge for handling all calls for the 22,000 residents of New Smyrna Beach