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Comprehensive Assessment of Emergency Medical Services 80 <br /> DRAFT REPORT and 911/Communications Center Operations Study <br /> iation of Public Safety Communications Officials(APCO). It utilizes a matrix format that considers <br /> two principal criteria: <br /> • The average call-taker"busy time" in seconds; i.e.,average call duration,and <br /> • The peak call rate per hour. <br /> The average telephone call duration was calculated using the three years of call-processing data <br /> previously referenced for 2009-2011. Call duration information is recorded automatically for every call <br /> received. While the computer printouts and call data reviewed for this purpose did not indicate the <br /> type of call or specific emergency service requested, it was generally assumed that total call durations of <br /> two minutes or more involved an EMD response. <br /> Call data analyzed identified that the average call duration was 102 seconds. This was the average of <br /> the entire sample studied; from the one-ring, 6-second hang-up to the 13 minute medical emergency, <br /> EMD response. <br /> Based on the numbers illustrated in Figure 42, on page 68, the busiest hour of the day with regards to <br /> call volume for each of the calendar years reviewed was consistently between the 5:00 pm and 6:00 pm. <br /> Logically, it was assumed that the peak call rate per hour would come from this hour of the day. The <br /> average peak rate per hour identified for the three years studied was 236 calls;3.9 calls per minute. <br /> Applying these numbers to the nearest like numbers on the staffing matrix, illustrated in Figure <br /> identifies '100' as the number closest to the Communications Center's average busy time of 102 seconds <br /> along the top line. The number 230 in the column (below the number 100) is the closest to the Center's <br /> peak call rate per hour of 236 Now, following the line of numbers to the left from the number 230, <br /> results in the number of"required call-takers"required; in this case,ten (10). <br /> Figure 52 <br /> Staffing Matrix <br /> Average Call Duration @ 102 seconds <br /> Required Average Call-Talcer Busy Time,In Seconds <br /> Call-Takers 30 35 40 45 50 55 60 65 1 70 75 1 80 1 85 90 95 100 105 110 1 115 120 <br /> 1 16 13 11 9 8 7 6 6 5 5 5 4 4 4 3 3 3 3 <br /> 2 77 64 54 47 42 37 34 31 28 26 24 23 21 20 19 18 17 16 16 <br /> 3 157 131 112 98 87 78 70 64 59 55 51 48 45 42 40 38 36 34 33 <br /> 4 247 206 177 154 137 123 111 102 94 87 81 76 71 67 64 60 57 55 52 <br /> 5 343 287 248 215 191 171 156 142 131 122 113 106 100 94 89 85 80 77 73 <br /> 6 443 371 318 278 247 222 202 185 170 158 147 138 130 122 116 110 105 100 95 <br /> 7 545 457 393 344 306 275 250 229 211 196 182 171 161 154 152 136 130 124 214 <br /> 8 650 545 469 411 365 329 299 274 252 234 218 205 192 182 172 163 155 148 142 <br /> 0756 635 546 479 426 384 349 319 295 273 265 239 225 212 191 181 173 165 <br /> 411 230 219 208 199 190 <br /> 973 818 705 618 550 496 451 413 381 354 330 309 291 275 247 235 224 214 <br /> 12 1082 911 785 689 614 S53 503 461 425 395 368 345 325 307 2 0 278 262 250 239 <br /> 13 1193 1005 866 761 678 611 S5S 509 470 436 407 382 359 339 3 1 305 290 277 265 <br /> 14 1304 1099 948 833 742 669 608 558 515 478 446 418 393 371 1 3 2 1 334 1 318 1 303 290 <br /> Peak Call Rate @ 236/hour <br /> Staffing Matrix Source:U.S.Department of Justice <br /> Solutions for Local Government,Inc. 78 <br />