Orange County NC Website
Browse       Search
Comprehensive Assessment of Emergency Medical Services 117 <br />and 911 /Communications Center Operations Study <br />The National Fire Protection Association's (NFPA) Standard 1221, Section 7.4.1 states; ""Ninety-five <br />percent of alarms (911 calls) received on emergency lines shall be answered within 15 seconds, and 99 <br />percent of alarms shall be answered within 40 seconds ". Further, NFPA Standard 1221, Section 7.4.2 <br />states; ""Ninety-five percent of emergency call processing and dispatching shall be completed within 60 <br />seconds, and 99 percent of call processing and dispatching shall be completed within 90 seconds ". <br />Based upon the time standards suggested, and with reference to the time intervals identified in the Call <br />Process diagram, the most important performance criteria were determined to be "first ring -to- answer" <br />(time interval 'a'), "answer -to- dispatch" (time interval 'b') and the total Communications Center <br />"response time" which was the combination of time interval 'a' plus time interval V. The results of <br />these analyses are included in the tables that follow. <br />The Communications Center's telephone vendor allows access to the active data base which records and <br />stores all incoming call times, first ring -to answer, and call duration. <br />The first report generated, "Call Count per Range ", identified the range in seconds from first ring to call <br />answer for all incoming 911 calls. Figure 45 identifies the number of 911 calls received per month <br />during 2011 and the range of time in seconds it took to answer those calls. Subsequently, 94.8% of all <br />incoming calls were answered within 7 seconds and 99.5% of all calls were answered within 14 seconds <br />not only compatible but well within the referenced NFPA standards. <br />Figure 45 <br />First Ring -to- Answer Times /Annual 911 Calls (2011) <br />Month <br />#911 <br />0 -7 sec. <br />7 -14 sec. <br />< 15 sec. <br />January <br />6,472 <br />90.3% <br />8.6% <br />98.9% <br />February <br />6,376 <br />88.8% <br />9.8% <br />98.6% <br />March <br />6,989 <br />95.9% <br />3.8% <br />99.7% <br />April <br />7,343 <br />96.0% <br />3.6% <br />99.6% <br />May <br />7,507 <br />96.2% <br />3.7% <br />99.9% <br />June <br />7,261 <br />95.3% <br />4.2% <br />99.5% <br />July <br />7,275 <br />96.1% <br />3.6% <br />99.7% <br />August <br />7,714 <br />96.0% <br />3.7% <br />99.7% <br />September <br />7,586 <br />96.2% <br />3.5% <br />99.7% <br />October <br />7,750 <br />95.6% <br />4.1% <br />99.7% <br />November <br />7,376 <br />95.6% <br />4.0% <br />99.6% <br />December <br />7,201 <br />96.1% <br />3.7% <br />99.8% <br />Total Answered <br />86,850 <br />Total Avg. @ 99.5% <br />The same data base was able to provide individual monthly average Call Answer -to -Call Termination <br />times for all incoming 911 calls. <br />Figure 46 <br />Average Call Answer -to -Call Termination /Month & Year - 2009 -2011 <br />Year <br />Jan <br />Feb <br />Mar <br />Apr <br />May <br />Jun <br />Jul <br />Aug <br />Sep <br />Oct <br />Nov <br />Dec <br />Ann. Avg. <br />2009 <br />0:01:43 <br />0:01:44 <br />0:01:44 <br />0:01:48 <br />0:01:44 <br />0:01:44 <br />0:01:40 <br />0:01:39 <br />0:01:42 <br />0:01:40 <br />0:01:45 <br />0:01:47 <br />0:01:43 <br />2010 <br />0:01:40 <br />0:01:44 <br />0:01:42 <br />0:01:43 <br />0:01:42 <br />0:01:41 <br />0:01:46 <br />0:01:42 <br />0:01:42 <br />0:01:46 <br />0:01:48 <br />0:01:47 <br />0:01:44 <br />2011 <br />0:01:49 <br />0:01:41 <br />0:01:41 <br />0:01:38 <br />0:01:33 <br />0:01:38 <br />0:01:37 <br />0:01:35 <br />0:01:37 <br />0:01:35 <br />0:01:37 <br />0:01:35 <br />0:01:38 <br />Solutions for Local Government, Inc. 73 <br />