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Comprehensive Assessment of Emergency Medical Services 123 <br />and 911 /Communications Center Operations Study <br />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 found that the peak call rate did indeed come from this hour of the day. The average <br />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 the Figure <br />below, identifies '100' as the number closest to the Communications Center's average busy time of 102 <br />seconds along the top line. The number 230 in the column (below the number 100) is the closest to the <br />Center's peak call rate per hour of 236 Now, following the line of numbers to the left from the number <br />230, 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 <br />Average Call -Taker Busy Time, In Seconds <br />Call- Takers <br />30 <br />35 <br />40 <br />45 <br />50 <br />55 <br />60 <br />65 <br />70 <br />75 <br />80 <br />85 <br />90 <br />95 <br />100 105 <br />110 <br />115 <br />120 <br />1 <br />16 <br />13 <br />11 <br />9 <br />8 <br />7 <br />6 <br />6 <br />5 <br />5 <br />5 <br />4 <br />4 <br />4 <br />3 <br />3 <br />3 <br />3 <br />2 <br />77 <br />64 <br />54 <br />47 <br />42 <br />37 <br />34 <br />31 <br />28 <br />26 <br />24 <br />23 <br />21 <br />20 <br />19 <br />18 <br />17 <br />16 <br />16 <br />3 <br />157 <br />131 <br />112 <br />98 <br />87 <br />78 <br />70 <br />64 <br />59 <br />55 <br />51 <br />48 <br />45 <br />42 <br />40 <br />38 <br />36 <br />34 <br />33 <br />4 <br />247 <br />206 <br />177 <br />154 <br />137 <br />123 <br />111 <br />102 <br />94 <br />87 <br />81 <br />76 <br />71 <br />67 <br />64 <br />60 <br />57 <br />55 <br />52 <br />5 <br />343 <br />287 <br />248 <br />215 <br />191 <br />171 <br />156 <br />142 <br />131 <br />122 <br />113 <br />106 <br />100 <br />94 <br />89 <br />85 <br />80 <br />77 <br />73 <br />6 <br />443 <br />371 <br />318 <br />278 <br />247 <br />222 <br />202 <br />185 <br />170 <br />158 <br />147 <br />138 <br />130 <br />122 <br />116 <br />110 <br />105 <br />100 <br />95 <br />7 <br />545 <br />457 <br />393 <br />344 <br />306 <br />275 <br />250 <br />229 <br />211 <br />196 <br />182 <br />171 <br />161 <br />154 <br />152 <br />136 <br />130 <br />124 <br />214 <br />8 <br />650 <br />545 <br />469 <br />411 <br />365 <br />329 <br />299 <br />274 <br />252 <br />234 <br />218 <br />205 <br />192 <br />182 <br />172 <br />163 <br />155 <br />148 <br />142 <br />635 <br />546 <br />479 <br />426 <br />384 <br />349 <br />319 <br />295 <br />273 <br />265 <br />239 <br />225 <br />212 <br />191 <br />181 <br />173 <br />165 <br />(�756 <br />4230 <br />219 <br />208 <br />199 <br />190 <br />973 <br />818 <br />705 <br />618 <br />550 <br />496 <br />451 <br />413 <br />381 <br />354 <br />330 <br />309 <br />291 <br />275 <br />247 <br />235 <br />224 <br />214 <br />12 <br />1082 <br />911 <br />785 <br />689 <br />614 <br />553 <br />503 <br />461 <br />425 <br />395 <br />368 <br />345 <br />325 <br />307 <br />2 0 <br />278 <br />262 <br />250 <br />239 <br />13 <br />1193 <br />1005 <br />866 <br />761 <br />678 <br />611 <br />555 <br />509 <br />470 <br />436 <br />407 <br />382 <br />359 <br />339 <br />3 1 <br />305 <br />290 <br />277 <br />265 <br />14 <br />1304 <br />1099 <br />948 <br />833 <br />742 <br />669 <br />608 <br />558 <br />515 <br />478 <br />446 <br />418 <br />393 <br />371 <br />3 2 <br />334 <br />318 <br />303 <br />290 <br />Peak Call Rate @ 236 /hour - <br />Staffing Matrix Source: U.S. Department of Justice <br />Solutions for Local Government, Inc. 79 <br />