2012 PSAP Operations Survey Results - Indiana Advisory

143 Pages·2013·1.53 MB·English

Report to the
Indiana General
Assembly
2012 PSAP Operations Survey Results
Indiana Advisory Commission on Intergovernmental Relations
334 North Senate Avenue
Indianapolis, IN 46204-1708
Center for Urban Policy and the Environment
Indiana University School of Public and Environmental Affairs
January 2013
Indiana Advisory Commission on Intergovernmental Relations

REPRESENTING THE INDIANA GENERAL ASSEMBLY

Chair Vice-Chair
Representative Michael Karickhoff (R) Senator James Smith (R)
Kokomo Charlestown
Senator Richard Young (D) Representative Sheila J. Klinker (D)
Milltown Lafayette
Senator Lonnie Randolph (D) Representative Tom Saunders (R)
East Chicago Lewisville
Senator Randy Head (R) Representative Terri Austin (D)
Logansport Anderson

REPRESENTING MUNICIPAL, COUNTY, TOWNSHIP, AND REGIONAL GOVERNMENT
Terry Seitz Norm Yoder
Mayor, City of Jasper Mayor, City of Auburn
Nicholas Jarrett Jon Craig
Clerk-Treasurer, Town of Hagerstown Mayor, City of Petersburg
Ken Paust Larry Hesson
Commissioner, Wayne County. Council Member, Hendricks County
Meredith Carter Therese Brown
Council Member, Hamilton County Commissioner, Allen County
Fred Barkes Jean Lushin
Trustee, Columbus Township (Bartholomew Co.) Trustee, Center Township (Howard Co.)
Susan A. Craig
Director, Southeast Regional Planning Commission

REPRESENTING CITIZENS/INTERGOVERNMENTAL EXPERTISE
Mark Lawrance G. Michael Schopmeyer
Indianapolis Evansville

STATE OFFICIALS
Governor Mitchell E. Daniels, Jr. Lieut. Governor Rebecca S. Skillman
State of Indiana State of Indiana
Adam Horst
Director, Indiana State Budget Agency

ALTERNATES
Cristopher Johnston Danielle Chrysler
Alternate for Governor Alternate for Lt. Governor
Ann Kaiser
Alternate for State Budget Agency

STAFF
John L. Krauss Jamie L. Palmer
Director Associate Director

IACIR is staffed by Indiana University Center for Urban Policy and the Environment, a part of the
Indiana University Public Policy Institute
John L. Krauss, Director
Indiana Advisory Commission on Intergovernmental Relations
334 North Senate Avenue
Indianapolis, Indiana 46204-1708
317-261-3006 or [email protected]
www.iacir.spea.iupui.edu/
Updated 7/1/12
Report to the Indiana General Assembly
2012 PSAP Operations Survey Results
January 2013
Director,
Indiana Advisory Commission on Intergovernmental Relations
John L. Krauss
The Indiana Advisory Commission on Intergovernmental Relations would like to
acknowledge the support and research assistance in developing this commission
study provided by:
The Center for Urban Policy and the Environment
Research Team
Jamie Palmer
Zachary Mulholland
Debbie Wyeth
Markie Rexroat
2012 PSAP Operations Survey Results

January 2013 12-C46

List of Tables.......................................................................................................................................................... ii
Introduction .......................................................................................................................................................... 1

Survey Methodology .............................................................................................................................................. 1
Survey Development ........................................................................................................................................ 1
Respondent Contact Information ........................................................................................................................ 1
Survey Administration ...................................................................................................................................... 1
Coding and Analysis ......................................................................................................................................... 2
Response Rate ...................................................................................................................................................... 2
Survey Results ...................................................................................................................................................... 4
Basic PSAP Information (Q1) ...................................................................................................................... 4
Decisionmaking/Management Structure (Q2) .............................................................................................. 5
Provision of Service (Q3) ........................................................................................................................... 5
Emergency Dispatch (Q3 and Q4) ............................................................................................................... 6
Revenue and Expenses (Q5 and Q6) ........................................................................................................... 8
Appendix A PSAP Questionnaire ............................................................................................................................. 11
Appendix B Indiana PSAPs .................................................................................................................................... 23
Appendix C County and Municipal PSAP Data Question 1 Population Served, Staffing, CAD Systems ............................... 29
Appendix D County and Municipal PSAP Data Question 2 Decisionmaking and Management Structure ............................. 35
Appendix E County and Municipal PSAP Data Question 3 Agencies Served CAD Events .................................................. 39
Appendix F County and Municipal Data Question 4 Dispatch Calls .............................................................................. 67
Appendix G County and Municipal Data Question 5 Expenditures ............................................................................... 77
Appendix H County and Municipal Data Question 6 Revenues .................................................................................. 103
Appendix I Other PSAP Data ................................................................................................................................ 117

Indiana Advisory Commission on Intergovernmental Relations
c/o Center for Urban Policy and the Environment, Indiana University Public Policy Institute
School of Public and Environmental Affairs
334 North Senate Avenue, 3rd Floor, Indianapolis, Indiana 46204
(phone) 317.261.3000 (fax) 317.261.3050
www.iacir.spea.iupui.edu
Email: [email protected]
State of Indiana Indiana Advisory Commission on Intergovernmental Relations
List of Tables

Table 1: Response rates ......................................................................................................................................... 2
Table 2: County and municipal respondent PSAPs by county ....................................................................................... 3
Table 3: PSAP size by population served (Q1) ........................................................................................................... 5
Table 4: PSAP size by staffing (Q1) ......................................................................................................................... 5
Table 5: Management structure by PSAP population size (Q2) ..................................................................................... 5
Table 6: Management structure by PSAP staff size (Q2) ............................................................................................. 5
Table 7: Agencies served by PSAP population size (Q3) .............................................................................................. 6
Table 8: Agencies served by PSAP staff size (Q3) ...................................................................................................... 6
Table 9: Core and non-core agencies served by PSAP population size (Q3) .................................................................... 6
Table 10: Core and non-core agencies served by PSAP staff size (Q3) ........................................................................... 6
Table 11: CAD events by PSAP population size (Q3) ................................................................................................. 7
Table 12: CAD events by PSAP staff size (Q3) ........................................................................................................... 7
Table 13: 911 calls by PSAP p opulation size (Q4) .................................................................................................... 8
Table 14: 911 Calls by PSAP staff size (Q4) ............................................................................................................. 8
Table B1: Indiana PSAPs ....................................................................................................................................... 25
Table C1: Population served and total staffing (Q1).................................................................................................. 31
Table C2: CAD system utilized (Q1) ....................................................................................................................... 32
Table D1: PSAP management (Q2) ........................................................................................................................ 37
Table E1: Core and non-core agencies served by PSAP (Q3) ...................................................................................... 41
Table E2: Agencies served (Q3) ............................................................................................................................. 43
Table E3: Total CAD events by year (Q3) ................................................................................................................ 64
Table F1: Dispatch calls by type, 2012 (Jan. 1 - Jun. 30) (Q4) ................................................................................. 69
Table F2: Dispatch calls by type, 2011 (Q4) ........................................................................................................... 71
Table F3: Dispatch calls by type, 2010 (Q4) ........................................................................................................... 73
Table F4: Dispatch calls by type, 2009 (Q4) ........................................................................................................... 75
Table G1: Expenses, 2012 (Jan. 1 – Jun. 30) (Q5) ................................................................................................ 79
Table G2: Expenses, 2011 (Q5) ........................................................................................................................... 85
Table G3: Expenses, 2010 (Q5) ........................................................................................................................... 91
Table G4: Expenses, 2009 (Q5) ........................................................................................................................... 96
Table H1: Revenue, 2012 (Jan. 1 – Jun. 30) (Q6) .............................................................................................. 105
Table H2: Revenue, 2011 (Q6) .......................................................................................................................... 108
Table H3: Revenue, 2010 (Q6) .......................................................................................................................... 111

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State of Indiana Indiana Advisory Commission on Intergovernmental Relations
Introduction

During the 2012 legislative session, the Indiana General Assembly considered the system for funding public
safety answering points (PSAPs). The resulting legislation was Senate Enrolled Act 345. One of the issues
that was not fully resolved in the discussions that led to SEA 345 was the establishment of formal
responsibilities among state and local governments currently providing 911. Toward this end, SEA 345
directed the Indiana Advisory Commission on Intergovernmental Relations (IACIR) to “study the
appropriate roles and responsibilities of the state, counties, municipalities, townships, and other political subdivisions in
providing 911 and enhanced 911 [E911] services in Indiana.”

As part of the IACIR’s efforts to study responsibilities for 911 and E911 (and by inference the distribution
of funding based on those responsibilities), staff conducted the 2012 PSAP Operations Survey. PSAPs
across the state were asked to provide information about the emergency dispatch operations,
responsibilities, and budgets. The survey was administered between September 20, 2012 and November
30, 2012.

Preliminary results were presented to the IACIR in fall 2012 as they deliberated their recommendations.
The IACIR issued a final report including recommendations on appropriate roles and responsibilities and a
number of other issues on November 1, 2012.

This report documents the results of the 2012 PSAP Operations Survey. A description of the methodology
used and the data collected from respondent PSAPs is provided below.

Survey Methodology

The survey process involved four steps: developing the questionnaire, obtaining contact information for
PSAPs, administering the survey, and coding and analyzing the results.

Survey Development
The questionnaire included six questions with several sub-questions for each. The questions were designed
to collect information about the following: 1) basic identifying information; 2) management and
decisionmaking structure; 3) agencies served and services provided, and annual computer-aided dispatch
(CAD) events; 4) annual call volume by type and source; 5) operations expenses by category; and 6)
operations revenue by source. The draft questionnaire was reviewed by practitioners to ensure that it
would be understandable and elicit the desired information. A copy of the questionnaire is provided in
Appendix A.

Respondent Contact Information
Contact persons and addresses for PSAPs were obtained from a directory of state PSAPs provided by the
Statewide 911 Board. This list contains 156 counties, municipalities, airports, universities, and hospitals that
provide 911 and E911 services in Indiana. A list of all PSAPs that were sent the survey is provided in
Appendix B.

Survey Administration
IACIR staff administered the survey by mail and email. Each PSAP was mailed an individualized cover
letter, questionnaire, and business reply envelope on September 20, 2012. For PSAPs with available emails,
an email was sent that included an explanation of the effort and an electronic copy of the questionnaire on
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State of Indiana Indiana Advisory Commission on Intergovernmental Relations
September 24, 2012. Between September 20, 2012 and November 30, 2012, the IACIR staff, the Indiana
State Board of Accounts, Indiana Statewide 911 Board, commission members, and other interested parties
sent reminders and made direct contact in some cases to encourage PSAPs to complete the questionnaire.
Respondents were given the option of returning their completed questionnaires either by mail or by email.

Coding and Analysis
Completed questionnaires were sent to the IU Public Policy Institute and entered by staff into an
electronic database. Questionnaires submitted by November 30, 2012 are included in this analysis. Basic
computations and analysis were conducted using Excel. Some surveys responses were adjusted based on
follow-up communication by staff with respondent agencies. In some cases, population figures provided by
the PSAPs were adjusted based on 2010 U.S. Census Bureau population data or to account for the
presence of municipal PSAPs within a county.

Response Rate

The survey was mailed to 156 PSAPs in Indiana, including those serving counties, municipalities, airports,
universities, and hospitals. As mentioned above, a complete list of PSAPs is provided in Appendix B.

The survey was sent to 146 county and municipal (city and town) PSAPs. Sixty-nine (69) surveys were
returned. The effective aggregated response rate for county and municipal PSAPs was 46 percent (67 out
of 146) (Table 1). Among these survey respondents, 52 were from county PSAPs and 15 were municipal
PSAPs. PSAPs are classified as county PSAPs if they serve the unincorporated area in the county. Table 2
shows the county and municipal respondent agencies that completed surveys.

The survey was sent to ten airport, university, or hospital PSAPs. Two non-county/non-municipal PSAPs,
Ball State University Department of Public Safety (Delaware County) and the Indianapolis International
Airport-Airport Operations Center (Marion County), submitted completed surveys. These agencies are
listed in Table 1 as Other. Because these agencies are anomalous, their data are not included in the analysis
that follows. For reference, the completed questionnaires for Ball State University and the Indianapolis
International Airport are provided in Appendix I.

Table 1: Response rates

Governmental unit type Sent Received Response rate
Municipality 55 15 27%
County 91* 52 57%
Other 10 2 20%
Total 156 69 44%

*Fountain and Warren counties have a consolidated PSAP. Marion County/Indianapolis is counted among the counties and not as a municipality.

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State of Indiana Indiana Advisory Commission on Intergovernmental Relations
Table 2: County and municipal respondent PSAPs by county (n=67)

County PSAP
Adams Adams County Sheriff Department
Allen Consolidated Communications Partnership of Fort Wayne/Allen County
Bartholomew Bartholomew County Emergency 911 Center
Benton Benton County Sheriff Department
Boone Boone County Communication Center
Brown Brown County Communications
Carroll Carroll County E911
Cass Cass County Central Dispatch
Charlestown Police Department
Clark
Clark County 911
Clinton Clinton County Central Dispatch
Daviess Washington Police Department
Decatur County Sheriff’s Department
Decatur
Greensburg Police Department
DeKalb DeKalb County Central Communications
Dubois Dubois County Communications Center
Elkhart City Communications
Elkhart
Elkhart County 911
Franklin Franklin County 911
Gibson Gibson County Sheriff's Office
Grant Grant County Sheriff's Department
Greene County Sheriff’s Department
Greene
Linton Police Department
Hamilton Hamilton County Public Safety
Hancock Hancock County Emergency Operations Center
Harrison Harrison County Emergency Management
Hendricks Hendricks County Communications Center
Howard Howard County (Kokomo) Communications
Jackson County Sheriff Department
Jackson
Seymour City Police Department
Jay Jay County Sheriff’s Office
Jefferson County 911
Jefferson
Madison Police Department (Communications & 911)
Edinburgh Police Department
Johnson
Franklin City
Knox Knox County Central Dispatch
Kosciusko Kosciusko 911 Communications
LaPorte LaPorte County E911
LaGrange LaGrange County Communications
Cedar Lake Police Department
Dyer Police Department
Lake
Highland Police Department
St. John Police Department
Marion Marion County Sheriff's 911 Communications
Marshall Marshall County Sheriff's Department
Miami Miami County RDC
Monroe Monroe County Central Emergency Dispatch Center
Newton Newton County Sheriff's Department
Noble Noble County Communications
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State of Indiana Indiana Advisory Commission on Intergovernmental Relations
Table 2: County and municipal respondent PSAPs by county (n=67) (continued)

County PSAP
Ohio Ohio County Communications
Parke Parke County Emergency Management
Porter Porter County Central Communications
Putnam Putnam County 911
Ripley Ripley County 911 Communications Center
Shelby Shelby County Criminal Justice Center
Steuben Steuben County Communications
Tipton Tipton County Communications
Union Union County 911
Vigo Vigo County Central Dispatch
North Manchester Police Department
Wabash
Wabash County 911 Central Dispatch Center
Wayne Wayne County Emergency Communications
Wells Bluffton Dispatch (Bluffton Police Department)
White White County Communications/E911
Columbia City Communications
Whitley
Whitley County Sheriff Department

Survey Results

For context, PSAP data throughout this report are summarized by population served and by staff size. The
categories for population served are: small (< 19,000), medium (19,000-99,999), large (100,000-140,000),
or extra-large (140,001+).1 The categories for staff size are: small (less than 16), medium (16-75), or large
(76+). The high, low, and mean figures are reported in each size category.

The tables below summarize the data provided by respondents. For reference, survey responses for each
PSAP are included in the corresponding appendices. To account for non-responses to specific questions,
the number of responses is provided with the table or figure for each question. Several questions allowed
for further explanation of responses. These additional comments are included in the appendices that follow
the body of the report.

Basic PSAP Information (Q1)
The survey asked respondents to provide basic information about their PSAP, including location, contact
information, population served, CAD system utilized, and total staff. Aggregate results for population
served and total staff are shown in Tables 3 and 4, respectively. Survey responses reflect total PSAP staff
and do not distinguish between administrative, managerial, and dispatch staff, or full-time and part-time
employees. Individual survey responses for population served, total staff, and CAD system can be found in
Appendix C. Full responses to Question 1, including PSAP contact information, are available, but not
included in this report.

1 The size categories used here were chosen based on research conducted on PSAP staffing. The population categories were
documented in PSAP Staffing Guidelines as Commissioned by NENA SWAT Operations Team (2003), completed by L. Robert
Kimball & Associates and 911 SME Consulting. The staffing categories were established by the Commission on Accreditation
for Law Enforcement Centers, Inc., and were used in Staffing and Retention in Public Safety Communication Centers: Technical
Report (2005), written by Veronica Gardner at the University of Denver Research Center.
4