Emergency Communications:
Recommending Changes to
Training and Supervision
Drummond Kahn, Director of Audit Services
Office of the City Auditor
Portland, Oregon
Association of Local Government Auditors
Tampa, Florida
May 2014
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Today’s Presentation
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We’ll describe and discuss our
July 2013 audit, Emergency
Communications: Training,
quality control and procedures
warrant improvement.
First, we’ll discuss the scope
and objectives.
Second, we’ll cover the findings
and recommendations.
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Quick Poll
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How many of
you have
reported on 911
services?
Which specific
topics or issues
did you review?
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What Were Our Objectives?
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Training and
Development on
dispatch skills,
Quality Control over
call handling,
Whether procedures
match partner
agencies’ needs and
staff expectations, and
Whether earlier
recommendations
were implemented.
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What We Found
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While operators
are trained when
hired, ongoing
training is not
sufficient.
Quality control
over call handling
is lacking – no
process to identify
systemic issues.
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What We Found
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Application of
procedures may
not match the
Bureau’s needs.
Bureau has not
implemented all
recommendations
from 2002:
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No action plan to
address hiring,
training, and
staffing levels,
Need to improve
communication.
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Background and Factors
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$19 million budget, 111 calltakers, dispatchers, and
trainees.
New dispatch system in 2011,
meaning new procedures and
more training.
Almost 980,000 calls and
dispatch actions in 2012.
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Detailed Findings
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Operators do not receive sufficient
ongoing training and development.
Training, learning environment, and
staff morale were consistently
mentioned as areas needing
improvement in our interviews with
operators.
Employee survey showed “Learning
Environment” was lowest-rated topic
area.
Call-handling quality control process
lacking.
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Detailed Findings

Development and application of
procedures may not meet
needs:
While input from partner agencies
is sufficient, input from operators
is lacking.
 Specific questions may not be
followed and can confuse callers
or operators.

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Examples
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Location vs. address
(well-known mall vs.
street address)
Obvious questions
needed in all
situations?
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“Can you breathe?”
“Is there carbon
monoxide?”
“Are you pregnant?”
Principles vs. rules
How much judgment?
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Areas Needing Improvement
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Call-processing time targets –
can a “311” system speed up
real emergency calls by
diverting non-emergency calls?
Specific staffing goals – still
lacks specific goals and steps.
Comprehensive plan to improve
communication – now
implementing 2012 plan.
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Evaluation and Improvement
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Annual and callspecific
evaluations –
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Rule vs.
Principle
Did minor error
impact call or
service delivery?
Judgment?
Who remains
responsible?
Morale impacts
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Recommendations
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Provide additional ongoing training
on call-handling practices
Implement quality review to look for
systemic problems, track and report
trends
Clarify expectations on the use of
procedures and align with employee
evaluations
Provide clear direction to operators
Implement remaining
recommendations (from slide 11)
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Criteria
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Association of
Public Safety
Communications
Officials
Commission on
Accreditation for
Law Enforcement
Agencies
Standard Operating
Procedures
Mission and Goals
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Tips and Techniques
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Consider internal policies as
well as public expectation
Consider employee surveys and
interviews as well as
quantitative call data
Consider outcomes from calls
as well as call process (did
caller get the right help)
Consider compliance with rules
as well as outcomes
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Link to the Report
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Emergency Communications:
Training, quality control and
procedures warrant improvement
(July 15, 2013)
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http://www.portlandonline.com/auditor/index.cfm?c=60923&a=455675
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Questions?
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Let’s discuss
any questions
or concerns.
How could a
similar scope
help your 911
system?
Qualitative audit
results vs.
quantitative?
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Thank you!
Call or e-mail if you have questions!
Drummond Kahn
Director of Audit Services
Office of the City Auditor
City of Portland, Oregon
(503) 823-3536
[email protected]
www.portlandoregon.gov/auditor/auditservices
http://twitter.com/PortlandAudits
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