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2008 ANNUAL REPORT La Crosse County Emergency Services Public Safety Communications.

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1 2008 ANNUAL REPORT La Crosse County Emergency Services Public Safety Communications

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3 Mission Statement The Public Safety Communications division of La Crosse County Emergency Services responds to public safety needs of people in La Crosse County by providing professional call-taking, dispatch and support services to pre-hospital medical, fire and law enforcement agencies. 3

4 If there is one word that would best describe the overall theme for the Public Safety Communications Department in 2008, that word would be “CHANGE”. There were a number of policy and procedural changes that occurred within the department, one of which was “EMD”. “EMD” (Emergency Medical Dispatch) now provides callers with the service of receiving Emergency Medical instruction from trained personnel at Medical Dispatch, while responders are en route to the scene. In cooperation with the agencies we serve, our department was also very proactive in changing policy and procedure on how to handle Wireless 911 hang-up calls. The change for Wireless 911 hang-up calls was influenced by an incident that occurred at another call center in Wisconsin in the spring of Both of these changes in the department, among many others, have been implemented to better serve the citizens of La Crosse County. Although the above policy and procedural changes are significant in relation to the operation of the department and customer service, the change of personnel in the department is of even greater significance. This year, the department lost six personnel: four were due to retirement and the other two resigned. In all, the department lost 121 years worth of experience. Of those that retired, two were Supervisors and two were Telecommunicators, with each one having over 25 years or more of service to La Crosse County. Change is inevitable; and as this department moves forward, changes have to be made. Two of our current Telecommunicators have been promoted to Supervisors and the department has hired four new people to our staff to train and become professional Telecommunicators. Public Safety Communications

5 Poster courtesy of SCC Communications CorpSCC Communications Corp 5

6 One Call Gets it All! Police Fire EMS 6

7 PEOPLE 7

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9 2008 Judiciary and Law Committee Vickie Burke District # 26 Supervisor – Chair Joe BilskemperDistrict # 35 Supervisor Maureen FreedlandDistrict # 8 Supervisor Tara JohnsonDistrict # 18 Supervisor Ray EbertDistrict # 22 Supervisor Bridget FloodDistrict # 12 Supervisor Joe VeenstraDistrict # 3 Supervisor 9

10 2008 Public Safety Communications Board Chief Edward Kondracki, Chair La Crosse Police Department Chief Scott Alo, Vice-Chair Bangor Police Department Chief Gregg ClevelandLa Crosse Fire Department Chief Randy Roeck Shelby Fire Department Interim Chief Tim HauserOnalaska Police Department Chief Don Dominick Onalaska Fire Department Vicki BurkeCounty Supervisor Bruce RanisCity Council Member Dr. Eric VoterMedical Doctor Sheriff Steve HelgesonLa Crosse Sheriff’s Department Steve O’MalleyLa Crosse County Administrator 10

11 2008 Public Safety Communications Staff SupervisorsNancy Heimke Michael Thompson Ken Damaschke Nancy Lubinski Tim Vogel Karen Hoel – Retired Joseph O’Keefe –Retired Telecommunicators SeniorAllan Tiedt Michael Sevallius Lori Peterson Melissa Rendler Dawn Heiden Lisa Deyo Ruth Krueger Sonja Christopherson Don Mollway Holly Inglett Dave Hutchison Sara Kappauf Rose Rosenbaum Mitch Tofstad Cory Lynch Senior (continued) Marsha Alens – Retired Susan Whitewater – Retired Chuck Kinsey* TelecommunicatorJason Allen Erika Brindisi ProbationaryMichelle Griffin Kevin Brickner Shannon Carey Zach Rieves Alfred Leano* Dispatch ClerkKim Williams Secretary Patti McDonah Technology Coordinator Alan Blencoe AdministratorJay Loeffler * Resigned in 2008 Names in italic have served 20 or more years 11

12 –Retired Marsha Alens (27 Years) Sue Whitewater (33 Years) Karen Hoel (25 Years) Joe O’Keefe (25 Years) –Resigned Chuck Kinsey (11 years) Alfred Leano (first year) Public Safety Communications lost 121 years of experience in

13 Public Safety Communications Promotions Nancy Lubinski Most senior member of staff (30 years) 3 rd /2 nd Shift Relief Supervisor Tim Vogel 17 Years Experience 3 rd Shift Supervisor 13

14 Public Safety Communications New Team members Michelle Griffin Zachary Rieves Kevin Brickner Shannon Carey Staff is currently one telecommunicator short. Will be testing to establish a new eligibility list in March. 14

15 Awards Michael Thompson 2008 Line Supervisor of the Year NICE Systems’ Public Safety Answering Points Finest Award NICE Systems provides security systems, including public safety communications call-monitoring software and equipment. Mike was named, in part, because of his work during the 2007 Flash Flooding event in La Crosse County and for his work in helping to bring enhanced wireless capability to the La Crosse area. Public Safety Communications 15

16 Telecommunicator’s Code of Ethics  As a telecommunicator, I regard myself as a member of an important and honorable profession.  I will keep myself in the best possible physical condition at all times.  I will perform my duty with efficiency at all times.  I will be exemplary in my conduct, edifying my conversation, honest in my dealings and obedient to the law of the city, state and country.  I will not, in the performance of my duty, work for personal advantage or profit.  I will at all times recognize that I am a public servant.  I will give the most efficient and impartial service of which I am capable at all times.  I will be courteous in my contacts at all times.  I will regard my fellow telecommunicators with the same standards as I maintain myself.  I will be loyal to my fellow telecommunicators with the same standards as I maintain myself.  I will be loyal to my fellow telecommunicators, my superiors and my agency.  I will accept responsibility for my actions.  I will do only those things that will reflect honor on my fellow telecommunicators, my agency and myself. 16

17 SERVICES 17

18 Communications Center Services Telephone Lines Land Line Trunks Cellular Line Trunks 2 Emergency Alarm Lines 2 Direct Lines Franciscan Skemp Healthcare Center Airport Security 4 Lines La Crosse City Police Department 2 Lines La Crosse Sheriff’s Department 2 Lines Onalaska Police Department 1 Line Town of Shelby Police & Fire Department 15 Total In/Out Lines for the Emergency Dispatch Center 18

19 Radio Communications POLICE DEPARTMENTS La Crosse Police Dept La Crosse Sheriff’s Dept Onalaska Police Dept Holmen Police Dept West Salem Police Dept Campbell Police Dept Bangor Police Dept Shelby Police Dept FIRE DEPARTMENTS La Crosse Fire Dept Onalaska Fire Dept Holmen Fire Dept West Salem Fire Dept Campbell Fire Dept Bangor Fire Dept Shelby Fire Dept Farmington Fire Dept AMBULANCE Tri-State Ambulance FIRST RESPONDERS La Crosse First Responders Onalaska First Responders Holmen First Responders West Salem First Responders Bangor First Responders Campbell First Responders Farmington /North Bend First Responders Shelby First Responders Brice Prairie First Responders PUBLIC WORKS DEPT City of La Crosse County of La Crosse Town of Shelby OTHER Marine Band Radio MTU Airport La Crosse Center 19

20 Radio Communications continued PAGING La Crosse Fire Dept Onalaska Fire Dept Holmen Fire Dept Shelby Fire Dept Bangor Fire & First Responders Campbell Fire & First Responders Farmington Fire & First Responders West Salem Fire & First Responders Brice Prairie First Responders Dive/Rescue Team Emergency Government Emergency Alert System Mass Casualty Team 20

21 Radio Communications continued Bangor Fire Department Campbell Fire Department Farmington Fire Department Holmen Fire Department Shelby Fire Department Sirens Bangor Warning System Holmen Warning System La Crosse Warning System West Salem Warning System We provide Law Enforcement Computer services for all criminal justice agencies in La Crosse County. Monitor Marine Band Radio and dispatch for water-related emergencies. 21

22 It’s just another day! During an Average day in 2008, we: * Answer or place 871 phone calls * Answer calls * Dispatch 294 police calls for service * Dispatch 16 emergency medical calls for service * Dispatch 6 fire calls for service * Obtain 105 criminal histories * Obtain 95 driving records * Obtain 10 vehicle registration records * Send 8 administrative messages * Enter 9 warrants * Cancel 9 warrants 22

23 Average CallsAverage Calls Hours of the Day 1st Shift2nd Shift3rd Shift 35%40%25% 2008 Average Calls For Service By Hour Help! 23

24 Busiest Day of the Week Total calls for service for the year for each day of the week 24

25 LAW ENFORCEMENT 25

26 2008 Law Enforcement Calls For Service La Crosse Police Dept59,985 La Crosse Sheriff’s Dept 22,170 Onalaska Police Dept13,526 Holmen Police Dept 5,057 Campbell Police Dept 4,091 Bangor Police Dept 3,640 West Salem Police Dept 3,455 Shelby Police Dept * TOTAL POLICE CALLS FOR SERVICE 111,924 *Shelby’s statistics are included with the Sheriff’s Dept total. 0% 26

27 Law Enforcement Calls For Service – 15-year History 27 The above chart reflects one count per agency per call

28 Law Enforcement Calls In 10 Years 1% 28

29 EMERGENCY MEDICAL 29

30 2008 Emergency Medical Calls La Crosse First Responders 3,339 Onalaska First Responders 980 Holmen First Responders 439 West Salem First Responders 347 Campbell First Responders 222 Shelby First Responders 168 Bangor First Responders 154 Farmington First Responders 83 Brice Prairie First Responders 42 Coon Valley First Responders (La Crosse County Calls) 7 TOTAL EMERGENCY MEDICAL CALLS 5, % 30

31 Emergency Medical Calls 15-Year History 31

32 Emergency Medical Calls In 10 Years 78% 32

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34 2008 Fire Calls Dispatched La Crosse Fire Dept 1,245 Onalaska Fire Dept 422 Holmen Fire Dept 143 West Salem Fire Dept 98 Shelby Fire Dept 53 Bangor/Rockland Fire Dept 49 Campbell Fire Dept 50 Farmington Fire Dept 18 Coon Valley Fire Dept 2 TOTAL FIRE CALLS 2, % 34

35 Fire Calls Dispatched 15-Year History 35

36 Fire Calls In 10 Years 8% FD 36

37 PHONE CALLS 37

38 Total Calls Average per Month Average per Day By Month January February March April May June July August September October November December 9% ,796 29, ,968 30,281 31,102 29,844 34,242 30,643 31,391 38,409 33,734 33,242 26,533 30, ,653 26, ,018 28,422 28,639 26,905 28,691 27,565 24,198 25,503 38

39 Telephone Calls By Month 39

40 Past 15-year History (all calls) All-time total - 8,313,499 (since dispatch center inception in 1983) 40

41 Telephone Calls 10 Year Comparison: 13% 41

42 9-1-1 Phone Calls “ Emergency!” 1% Total Calls28,830 28,444 Average per Month 2,400 2,370 Average per Day By Month January 2,422 1,953 February 2,239 2,180 March 2,076 2,188 April 2,186 2,146 May 2,390 2,806 June 2,599 2,421 July 2,549 2,526 August 2,378 2,867 September 2,651 2,464 October 2,482 2,475 November 2,233 1,960 December 2,625 2,458 42

43 9-1-1 Calls By Day Average Calls 43

44 9-1-1 Calls by Month 44

45 9-1-1 Calls 15-Year History 25-year-total 559,559 45

46 9-1-1 Telephone Calls In 10 Years: 9% 46

47 Ring Time Facts 47 Answering Performance 10 seconds or less 93.16% of the time 20 seconds or less 99.08% of the time 40 seconds or less 99.93% of the time 20 out of 28,798 took more than 40 seconds. * National Emergency Number Association standards: answer 90% of calls in 10 seconds or less (during busy hour) answer 95% of the calls in 20 seconds or less. First full year of this obtaining this stat. Capability became available in November 2007.

48 All-Time Telephone Records Total Calls Most in a 24-hour period 2,399 – Sunday, August 19, 2007 Flash Flooding Least in a 24-hour period Sunday, April 30, 1989 Most in a month 35,542 – August 2007 (1,147 per day average) Least in a month 20,251 - February, 1987 (723 per day average) Most in a Year 374,726 – 2000 Least in a Year 291, Calls Most in a 24-hour period 256 – Sunday, August 19, 2007 Flash Flooding Least in a 24-hour period 19 - Tuesday, December 25, 1984 Most in a month 3,037 – December 2000 (98 per day average) Least in a month 1,198 - February, 1986 (43 per day average) Most in a Year 29,668 – 2001 Least in a Year 17,

49 Busiest Days on Record All Calls 2,399 – Sunday, August 19, ,097 – Saturday, January 27, ,056 – Saturday, June 27, ,899 – Friday, February 9, ,672 – Wednesday, January 20, Calls 256 – Sunday, August 19, – Saturday, June 27, – Saturday, August 18, – Friday, February 23, – Sunday, August 26,

50 2008 Comparisons with 2007 Total Calls – Down 9% Calls – Up 1% Law Enforcement Calls – 0% Fire Calls – Up 13% EMS Calls – Up 15% 50

51 DEDICATION The Public Safety Communications Department 2008 Annual Report is dedicated to the memory of the UW Med Flight Crew that paid the ultimate price while in the performance of their duties and to the personnel of the agencies that responded on that cold and foggy spring night, May 10 th,

52 The Flight Crew 52

53 UW Med Flight Helicopter Agusta Model 109E 53

54 The Search Area Wreckage found in this area 54

55 The Search Area Wreckage found in this area 55

56 The Crash Site 56

57 Procession – La Crosse to Madison 57

58 Procession – La Crosse to Madison 58


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