2008 News
March 13, 2008
Bucks County Commissioners Announce Findings of PEMA 911 Quality Assurance Program Audit Review
Emergency Services Division Leader Makes Additional Recommendations
At the request of the Board of Bucks County Commissioners, the Pennsylvania Emergency Management Agency (PEMA), Bureau of 911 Programs, conducted a quality assurance program audit review of the Bucks County Emergency Communications department. This audit review was conducted to ensure Bucks County’s compliance with the Public Safety Emergency Telephone Act.
In its findings, PEMA’s audit review confirmed that Bucks County meets or exceeds Public Safety Emergency Telephone Act program requirements. PEMA staff reviewed the county Emergency Communications department’s training program and its quality assurance program.
As noted in the audit review report, “Bucks County has been found to exceed training standards” as established by Pennsylvania Code. The code requires 184 hours of training to qualify for certification in call-taking and emergency dispatching. Bucks County telecommunications personnel receive a minimum of 570 hours of initial training. Furthermore, the county utilizes Emergency Medical Dispatch (EMD) protocols provided by the Association of Public Safety Communications Officials (APCO), and all certifications are current. Bucks County has been found to meet standards in this area, as established by Pennsylvania Code.
The PEMA staff also reviewed a 10-percent random sample of quality assurance files for discrepancies. No deficiencies were noted. Again, with regard to Pennsylvania Code for quality assurance, “Bucks County has been found to meet standards.”
“I am reassured by the recent PEMA review,” noted Commissioner Chairman Jim Cawley. “Anytime we can have an outside agency validate our procedures, it helps us ensure we are moving in the right direction, or to take corrective action where necessary.” Cawley thanked PEMA Director Robert French and Emergency Services Director John Dougherty for their prompt attention to the commissioners’ request.
In addition to PEMA’s findings, Emergency Services Division Leader John Dougherty has made several recommendations for improvement resulting from his ongoing review of operations policies and procedures. The Emergency Communications department’s standard operating procedures (SOPs) have been reviewed, with several changes already implemented. A reprioritization of calls coming into the county’s police dispatcher positions now calls for 911 calls taking priority over 10-digit calls. The SOP now also directs that a minimum of two DIII supervisors will be present on the floor at all times.
At today’s salary board meeting, it will be recommended that an additional DIII position be approved to ensure compliance with the recently updated SOP requiring two supervisors on the floor, particularly during the night shift. Additionally, the county has further enhanced the volume of the distinctive 911 call ring. Finally, the county’s scope operators, those who assist police in checking license plates or names for criminal history while they are in the field, will be capable of answering 911 calls once the county occupies its new 911 call center this summer.
Other improvements made possible when the county cuts the ribbon on the new 911 center will include the center’s physical layout, which will lend itself to better supervision; E911 capability which will allow dispatchers to closely pinpoint the location of a cell-phone caller; increased emergency call-taking capacity by adding scope operators to the distribution; and the addition of an automatic call distributor, which routes calls to the longest idled call taker.
To view the PEMA review, please click on this link.