Sacramento Regional Fire/EMS Communications Center Systems Parkway, Sacramento, CA (916) Fax (916)

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1 Call to Order Sacramento Regional Fire/EMS Communications Center Systems Parkway, Sacramento, CA (916) Fax (916) Amended A G E N D A 9:00 a.m. Tuesday, June 27, 2017 REGULAR MEETING OF THE GOVERNING BOARD OF SRPSCC Sacramento Metropolitan Fire District Headquarters Armstrong Ave Rooms #384 & 385 Mather, CA Chairperson Roll Call Member Agencies Secretary Pledge of Allegiance AGENDA UPDATE: An opportunity for Board members to remove agenda items that are not ready for presentation and/or action at the present Board meeting. PUBLIC COMMENT: An opportunity for members of the public to address the Governing Board on items within the subject matter jurisdiction of the Board. Duration of comment is limited to three minutes. CONSENT AGENDA: Matters of routine approval including, but not limited to, Board meeting synopsis, payroll reports, referral of issues to committee, other consent matters. Consent Agenda is acted upon as one unit unless a Board member requests separate discussion and/or action. 1. Board Meeting Synopsis (May 30, 2017) Page 2. Budget to Actual (May) link to budget to actual, revenues & overtime reports Page 3. Revenues (May) Page 4. Overtime Report (May) Page PROPOSED ACTION: Motion to Approve Consent Agenda PRESENTATION: 1. Longevity Recognition:* 1. Jennifer Edwards - 8 years June 22, Retirement Resolution Linda Luis, Communications Manager Page 12 COMMITTEE REPORTS: 1. Finance Committee (June 14, 2017) Page 2. Personnel Committee (June 13, 2017) Page ACTION ITEMS: a. Old Business: Items from previous Board Meeting(s) that have not been resolved and require attention. None b. New Business: * INDICATES NO ATTACHMENT 1

2 1. Approval of Fire Service Medical Director Contract* PRESENTATION/DISCUSSION/POSSIBLE ACTION: 1. Discussion/Direction West Net Server* INFORMATION: 1. Communications Center Statistics Page CENTER REPORTS: Consolidation of Administrative, Operational and Technical Reports. 1. Chief Executive Director* 2. Administrative Services Manager Page 3. Communications Manager* 23 CORRESPONDENCE: 1. Letter From Sacramento Fire Chief Walt White, Reaffirming Deputy Chief Chris Costamagna as JPA Board Representative and Appointing Deputy Chief Niko King as JPA Board Alternate effective immediately Page 24 COUNSEL S REPORT: BOARD MEMBER COMMENTS: ITEMS FOR DISCUSSION AND POTENTIAL PLACEMENT ON FUTURE AGENDA: CLOSED SESSION: Included on agenda as needed. 1. CONFERENCE WITH LABOR NEGOTIATOR* Pursuant to Government Code Section District Negotiator(s) Counsel, Robert Kingsley Teresa Murray, Chief Executive Director Employee Organization(s) Teamsters Local 856 Teamsters Local CONFERENCE WITH LEGAL COUNSEL: Anticipated Litigation* Pursuant to California Government Code Section (b) The Board will meet in closed session to discuss significant exposure to litigation. Three (3) potential cases 3. PERSONNEL ISSUES Pursuant to California Government Code Section Direction to Center Negotiators concerning contract for Fire Services Medical Director ADJOURNMENT: The next scheduled Board Meeting is July 25, *INDICATES NO ATTACHMENT 2

3 Location: Sacramento Metropolitan Fire District, Armstrong Ave, Mather, CA Time: 9:00 a.m. Distribution: Board Members, Alternates and Chiefs Posted at: Administration Office DISABILITY INFORMATION: In compliance with the Americans with Disabilities Act, if you need special assistance to participate in this meeting, please contact the Chief Executive s Office at (916) Notification at least 48 hours prior to the meeting will enable the Center to make reasonable arrangements to ensure accessibility to this meeting. POSTING: This is to certify that on June 20, 2017, I posted a copy of the agenda: -at Armstrong Ave Rooms # Mather, CA at Systems Parkway, Sacramento, CA on the Center s website which is: Clerk of the Board *INDICATES NO ATTACHMENT 3

4 GOVERNING BOARD MEETING May 30, 2017 GOVERNING BOARD MEMBERS Division Chief Chad Wilson Deputy Chief Chris Costamagna Assistant Chief Maurice Johnson Chief Tracey Hansen City of Folsom Fire Department City of Sacramento Fire Department Sacramento Metropolitan Fire District Cosumnes Community Services District GOVERNING BOARD MEMBERS ABSENT COMMUNICATIONS CENTER MANAGEMENT Teresa Murray Chief Executive Director Joyce Starosciak Administrative Services Manager Linda Luis Communications Manager OTHERS IN ATTENDANCE Bob Kingsley Janice Parker Wendy Crosthwaite Cindy Chao Sara Roush Kylee Soares Joe Thuesen Julee Todd Jill Short Theresa Miller Mat Roseberry Counsel, SRFECC Administrative Analyst, SRFECC Executive Assistant, SRFECC Financial Analyst, SRFECC Office Assistant, SRFECC Operations Supervisor, SRFECC Administrative Supervisor, SRFECC Training Supervisor, SRFECC Local 856 Representative Local 856 Representative IT Director, Sacramento Metropolitan Fire District 1. The meeting was called to order and roll call taken at 9:04 a.m. 2. The Pledge of Allegiance was recited. 3. There were no further agenda updates. 4. PUBLIC COMMENT None 5. CONSENT AGENDA: Matters of routine approval including, but not limited to, Board meeting synopsis, payroll reports, referral of issues to committee, other consent matters. Consent Agenda is acted upon as one unit unless a Board member requests separate discussion and/or action. A motion was made by Chief Hansen and seconded by Division Chief Wilson to approve the consent agenda and Board Meeting minutes, April 25, Motion carried. 6. PRESENTATION: AYES: Folsom Fire, City of Sacramento, Sacramento Metro, Cosumnes Community Services District NOES: ABSENT: ABSTAIN: May 30, 2017 Minutes 4

5 1. Longevity Recognition: 1. Linda Luis 4 yrs. May 1, Joyce Starosciak 4 yrs. May 1, 2017 Chief Executive Director Murray expressed her appreciation and affection for Linda Luis and Joyce Starosciak. As integral components of the Command Staff, these two managers support Chief Executive Director Murray and make the achievement of organizational goals possible, while managing the personnel that comprise their divisions. 7. COMMITTEE REPORTS: A. Finance Committee The Finance Committee met on May 11, 2017, and a copy of the minutes was contained in the Board packet. During the meeting the committee discussed the Social Media Policy, Fire Service Medical Director contract and the lease for the Gold Canal facility. B. Personnel Committee The Personnel Committee met on May 15, 2017 and a copy of the minutes was contained in the Board packet. During the meeting the committee discussed the Preliminary Budget, FY 2017/2018, the Social Media Policy, Fire Service Medical Director contract and the lease for the Gold Canal facility. 8. ACTION ITEMS: a. Old Business: Items from previous Board Meeting(s) that have not been resolved and require attention. None b. New Business: 1. Staff Report Approval of Preliminary Budget, FY 2017/2018 The staff report was contained in the Board packet. Items 1 and 2 were addressed together. 2. Resolution #2-17, Adopt Preliminary Budget, FY 2017/2018 The Board reviewed the Preliminary Budget, FY 2017/2018. There were no increases to the member agencies assessments from the previous fiscal year. A motion was made by Chief Hansen and seconded by Division Chief Wilson to adopt Resolution #2-17. AYES: Folsom Fire, City of Sacramento, Sacramento Metro, Cosumnes Community Services District NOES: ABSENT: ABSTAIN: Motion passed. 3. Approval of Lease Contract for 3121 Gold Canal May 30, 2017 Minutes 5

6 There had been no changes to the agreement since the Personnel and Finance Committees had reviewed the document and recommended that the full Board approve the lease agreement. A motion was made by Chief Hansen and seconded by Assistant Chief Johnson to approve the lease contract for 3121 Gold Canal. AYES: Folsom Fire, City of Sacramento, Sacramento Metro, Cosumnes Community Services District NOES: ABSENT: ABSTAIN: Motion passed. 4. Approval of Social Media Policy The Social Media Policy had been reviewed by both Personnel and Finance Committees and they recommended approval by the full Board. A motion was made by Division Chief Wilson and seconded by Chief Hansen to approve the Social Media Policy. AYES: Folsom Fire, City of Sacramento, Sacramento Metro, Cosumnes Community Services District NOES: ABSENT: ABSTAIN: Motion passed. 9. PRESENTATION/DISCUSSION/POSSIBLE ACTION: None 10. INFORMATION: 1. Communications Center Statistics The statistics were contained in the Board packet. 11. CENTER REPORTS A. Chief Executive Director Report 1. The P-25 migration project is moving forward and is near completion. 2. The UPS replacement project is slowly moving forward, as well. We are in the process of making diagrams of all of the circuits. In order to replace the existing UPS the CAD system has to be unplugged which has never been done. 3. Brad Dorsett is working on the feasibility study for El Dorado Hills Fire. May 30, 2017 Minutes 4. Our CAD build is moving forward. 6

7 5. We are working on a regional agreement with West Net. A meeting will be set to discuss this regional agreement. B. Administrative Services Manager Report 1. There have been a large number of Help Desk tickets submitted as a result of so many large projects going on at the Center. 2. Dispatch staff has been very patient during the P-25 installation. 3. Thank you to the Accounting Team for all their hard work and dedication to accomplish the preparation of the Preliminary Budget for fiscal year 2017/ The CAD and mobile build went very well last week. 5. We are working on the virtual desk top infrastructure at the Center and Shane Steckelberg is taking the lead on this project. C. Communications Manager Report 1. Two of recruit dispatchers have been signed off as call takers. 2. The CAD build team continues to make great progress. 3. During the P-25 console installation the dispatch floor continued to provide uninterrupted, efficient and professional service to our members and the public. 4. We hosted a Region IV drill for two days. Julee Todd and Tara Poirier will host a ROSS training class. 5. Chiefs Zehnder and Hood provided training for the Comm Van. 6. We are conducting training for channel splitting. 7. April 6 th Elizabeth Strong was promoted to Dispatch Supervisor and July 15 th Ava Fender will be promoted to Dispatch Supervisor. Chief Hansen offered her congratulations and thanked staff for their informative and detailed reports. Deputy Chief Costamagna expressed his appreciation for the channel splitting. 12. CORRESPONDENCE 1. Letter From Jeff Ramos, General Manager, Announcing the Appointment of Future Fire Chief Mike McLaughlin as Representative to the JPA Board for Cosumnes Community Services District and Deputy Chief Paul Zehnder as Alternate JPA Board Representative effective as of June 30, A copy of the letter was contained in the Board packet. 13. COUNSEL REPORT May 30, 2017 Minutes 7

8 None 14. BOARD MEMBER COMMENTS Division Chief Wilson expressed his appreciation for the Preliminary Budget preparation. He also congratulated Elizabeth and Ava on their promotions. Assistant Chief Johnson appreciated the inclusion of the Communications Center stats and thanked dispatch for all they do. Chief Hansen asked about the status of Swiss Phone and was told that we are conducting a meeting with SRRCS to determine mobile sites before we are able to move forward. 15. ITEMS FOR DISCUSSION AND POTENTIAL PLACEMENT ON FUTURE AGENDA: None 16. CLOSED SESSION 1. CONERENCE WITH LABOR NEGOTIATOR* Pursuant to Government Code Section District Negotiator(s) Counsel, Robert Kingsley Teresa Murray, Chief Executive Director Employee Organization(s) Teamsters Local 856 Teamsters Local CONFERENCE WITH LEGAL COUNSEL: Anticipated Litigation* Pursuant to California Government Code Section (b) The Board will meet in closed session to discuss significant exposure to litigation. Three (3) potential cases 3. PERSONNEL ISSUES Pursuant to California Government Code Section Provide direction to Center negotiators concerning contract for Fire Services Medical Director Closed session was convened at 9:38 a.m. Open session was reconvened at 12:10 am. The Board received updates on labor negotiations, anticipated litigation and a personnel issue. No action was taken. 17. The meeting of the Governing Board was adjourned at 12:10 a.m. until the next Meeting of the Governing Board scheduled for 9:00 a.m., May 27, 2017, at Metro Board Chambers, Armstrong Ave Rooms # , Mather, CA Respectfully submitted, Janice Parker Clerk of the Board Chris Costamagna, Chairperson Eric Bridge, Vice Chairperson May 30, 2017 Minutes 8

9 Sacramento Regional Fire/EMS Communications Center Fiscal Year Monthly Budget to Actual Report As of May 31, 2017 Budget to Actual - FY 16/17 As of May 31, 2017 Computer Services and Equipment 2.43% Salaries and Benefits 81.21% Other Other 18.79% Communications Equipment and Services 8.70% Facilities and Maintenance 2.19% Screening, Hiring, Training and Maintaining Staffing 1.72% Professional Services 2.89% Other Expenses 0.28% Computer Services 0.58% and Equipmen t 0.56% Materials and Supplies Budget to Actual - FY 16/17 As of May 31, 2017 Expenses FY 16/17 Budget YTD Expenses 5/31/17 % of YTD Expenses $ Under / (Over) Budget % Under/ (Over) Budget Salaries and Benefits 6,753,278 5,818, % 934,352 14% Materials and Supplies 71,300 41, % 29,766 42% Professional Services 231, , % 24,451 11% Communications Equipment and Services 838, , % 215,179 26% Computer Services and Equipment 204, , % 30,294 15% Facilities and Maintenance 200, , % 42,936 21% Screening, Hiring, Training and Maintaining Staffing 95, , % (28,062) -29% Note 1 Other Expenses 27,100 20, % 6,736 25% Capital Outlay 354, % 354, % Total 8,775,257 7,165, % 1,609,652 18% Days Remaining in Budget Period/Days YTD in Budget Period 8% Note 1: This expense is overbudget due to new vehicle purchase from board approved contractual agreement 6/30/2016 8/31/2015 9

10 Sacramento Regional Fire/EMS Communications Center Fiscal Year Monthly Revenues Report As of May 31, 2017 FY Revenues For Month ending May 31, 2017 Reimb. Revenue - SETNA Training 0.01% Board Ups Interest Income 0.24% 0.09% CTC Conference Room Rental CalCard Incentives 0.12% 0.05% CTC Command Catering 0.15% Reserves Capital Improvements 6.31% Other 2.59% Reimb. Revene - Backbone 0.50% Miscellaneous 0.28% Member Contribution 91.11% OES Deployment 1.16% Revenues - FY 16/17 As of May 31, 2017 FY 16/17 Preliminary Budget Revenue Received as of 5/31/17 Budget Remaining Member Contribution 8,003,132 8,003,541 OES Deployment 50, ,796 Metro E Reimbursement 20,000 Note 1 Reimb. Revene - Backbone 86,125 43,500 Reimb. Revenue - SETNA Training 3, Other: Interest Income 6,000 7,703 Board Ups 24,000 21,125 CalCard Incentives 2,000 3,954 Notary 100 Admin-Fee Backbone CTC Conference Room Rental 11,500 10,750 CTC Command Catering 13,000 12,754 CTC Contracted Training 500 Miscellaneous 1,100 24,380 Reserves Capital Improvements 554, ,000 Total 8,775,257 8,784,757 *Numbers based on revenues received rather than revenues earned Note 1 Metro E Reimbursement is recorded as an offset to expense rather than as revenue 10

11 Sacramento Regional Fire/EMS Communications Center Fiscal Year Monthly Overtime Report As of May 31, FY Comparative OT Report Admin Staff As of May 31, 2017 July August September October November December January February March April May June FY FY FY FY FY Comparative OT Report Communications Staff As of May 31, July August September October November December January February March April May June FY FY FY FY FY OT Hours resulting from OES Deployment As of May 31, July August September October November December January February March April May June FY FY Please note that OT due to OES deployment is included in Admin and Communications Staff OT numbers 11

12 Honoring Linda Luis On Her Retirement WHEREAS, Linda Luis, Communications Manager, a valued member of the Communications Center Staff, will retire on July 12, 2017, after twenty six years of outstanding, loyal and varied service to the public safety profession: ten years with Sacramento Police Dispatch; nine years with Roseville Police and Fire Dispatch; and seven years with Sacramento Regional Fire/ EMS Communications Center where she is completing her dispatch career; and WHEREAS, as a result of dependable, diligent work, and demonstrated ability has provided efficient, knowledgeable customer service to the general public, the Center, and the Center s member agencies; and WHEREAS, throughout her many years of employment has served the Center and its member agencies with loyalty and dedication advancing in her career from dispatcher to Communications Manager. THEREFORE BE IT RESOLVED, that we the Members of the Board do hereby extend to Linda Luis our sincere and grateful appreciation for her dedicated service to Sacramento Regional Fire/EMS Communications Center, our congratulations on her well earned retirement, and our best wishes for continued success, happiness and good health in the years to come. Adopted in Sacramento, California this 27th day of June, 2017, by the Board of Directors. Teresa Murray Chief Executive Director Chris Costamagna Board Chairperson 12

13 SPECIAL FINANCE COMMITTEE MEETING June 14, 2017 GOVERNING BOARD MEMBERS Deputy Chief Chris Costamagna Division Chief Chad Wilson Sacramento City Fire Department City of Folsom Fire Department GOVERNING BOARD MEMBERS ABSENT COMMUNICATIONS CENTER MANAGEMENT Teresa Murray Chief Executive Director OTHERS IN ATTENDANCE Bob Kingsley Wendy Crosthwaite Counsel, SRFECC Executive Assistant, SRFECC 1. The meeting was called to order and roll call was taken at 10:39 a.m. 2. There was no public comment. 3. CLOSED SESSION: 1. PERSONNEL ISSUE(S) Pursuant to California Government Code Section Discussion/Review of contract for Fire Services Medical Director, Dr. Mackey Closed session was convened at 10:40 a.m. Open session was reconvened at 11:46 a.m. The Committee received an update regarding the Fire Service Medical Director Contract. Direction was given, no action was taken. ADJOURNED: The Finance Committee adjourned at 11:46 A.m. The next regular Meeting of the Finance Committee is Tuesday, July 11, 2017, at 10:30 a.m. at Sacramento Regional Fire/EMS Communications Center, Systems Parkway, Sacramento, CA Respectfully submitted, Janice Parker Clerk of the Board Chris Costamagna, Chairperson Chad Wilson, Vice Chairperson June 14, 2017 Minutes 13

14 PERSONNEL COMMITTEE MEETING Tuesday, June 13, 2017 COMMITTEE MEMBERS Chief Tracey Hansen Assistant Chief Maurice Johnson COMMUNICATIONS CENTER MANAGEMENT Teresa Murray OTHERS IN ATTENDANCE Bob Kingsley Deputy Chief Mike McLaughlin Deputy Chief Paul Zehnder Janice Parker Cosumnes Community Services District Sacramento Metropolitan Fire District Chief Executive Director Counsel, SRFECC Cosumnes Community Services District Cosumnes Community Services District Administrative Analyst, SRFECC 1. The meeting was called to order at 9:04 a.m. and roll call was taken. 2. There was no public comment. 3. CLOSED SESSION: 1. PERSONNEL ISSUE(S) Pursuant to California Government Code Section Discussion/Review of contract for Fire Services Medical Director, Dr. Mackey Closed session was convened at 9:12 a.m. Open session was reconvened at 10:00 a.m. The Committee received an update regarding the Fire Service Medical Director Contract. Direction was given, no action was taken. 4. ADJOURNMENT: The meeting was adjourned at 10:00 a.m. until the next regularly scheduled meeting of the Personnel Committee July 11, 2017 at 9:00 a.m. Respectfully submitted, Janice Parker Clerk of the Board Eric Bridge, Chairperson Tracey Hansen, Vice Chairperson Personnel Minutes March 14,

15 CAD Incidents May, 2017 Total number of CAD incidents entered for May: 17,813 15

16 CAD Incidents May, 2017 Average number of CAD incidents entered per day for May: 575 *The % Change is the percentage difference between 2014 and ** The % Change is the percentage difference between 2015 and *** The % Change is the percentage difference between 2016 and

17 SRFECC Telephony Performance Measure May, 2017 The following data is the telephony performance measures for the Sacramento Regional Fire/EMS Communications Center (SRFECC) during the month of May, 2017 for all incoming and outgoing calls to and from the Center on lines, Seven-Digit Emergency (7DE) lines, Allied Agencies (i.e. Sacramento Police Dept.), Alarm Company lines, as well as Seven-Digit Administrative lines. Summary of Information During the month of May, 2017 dispatch staff processed 28,620 incoming calls and 9,328 outgoing calls for a total call volume of 37,948. Detailed Breakdown of Information Incoming lines: 14,358 Seven-Digit Emergency lines (7DE): 4,715 Allied Agency/Alarm Companies: 3,514 Non-Emergency/Administrative (7DA) lines: 6,033 17

18 SRFECC Telephony Performance Measure May, 2017 The following chart represents incoming call distribution according to class of service (i.e. Cell-Phase 2, Residential, etc.) for the 14,358 incoming calls. INCOMING CALL DISTRIBUTION - April, 2017 VOIP 1,280 9% Other (i.e. PBX) 1,262 9% Payphone 58 0% Cell-Phase % Cell-Phase 2 9,776 69% Residential 1,637 11% Cell-Phase 2 Residential Other (i.e. PBX) VOIP Cell-Phase 1 Payphone Emergency Lines Answering Standard: NFPA-1221 (2016 Edition) According to NFPA-1221 (2016 ed.), Chp. 7, Sec. 7.4 Operating Procedures: Rule 7.4.1: Ninety-five percent of alarms received on emergency lines shall be answered within 15 seconds, and 99 percent of alarms shall be answered within 40 seconds. NFPA-1221 (2016 ed.) recommends that all calls received on emergency lines shall be answered within 15 seconds 95% of the time and 99% percent of emergency lines shall be answered within 40 seconds In May, the dispatch team answered all calls on emergency lines within 15 seconds 95.03% of the time and answered within 40 seconds 99.07%. Thus, the dispatch team exceeded both NFPA answering standards in May. 18

19 SRFECC Telephony Performance Measure May, 2017 The following chart represents the Emergency Lines Answering Standard under NFPA-1221 (2016 ed.), Chapter 7, Section 7.4 Operating Procedures, Rule for identifying the 2016 and 2017 compliance performance ratings. 19

20 Emergency Medical Dispatching (EMD) Compliance Scores o Customer Service Score Average* (Baseline Requirement of 95%) Overall Customer Service Score-April, 2017: 99.91% o Overall Compliance Score Average* (Baseline Requirement of 90%) Overall Compliance Score-April, 2017: 96.92% *Effective Emergency Medical Dispatch (EMD) practices are based on the consistent use of medically approved dispatch protocols. EMD or the Medical Priority Dispatching System (MPDS) is in part based on published standards of the International Academy of Emergency Dispatch (IAED) in consultation with the National Association of EMS Physicians (NAEMSP), the American Society for Testing and Materials (ASTM), the American College of Emergency Physicians (ACEP), the U.S. Department of Transportation (USDOT), the National Institutes of Health (NIH), the American Medical Association (AMA), and more than 30 years of research, development, and field testing throughout the world. Overall, the dispatch protocols are established by the IAED Board of Fellows, which is also responsible for setting the accreditation process of the International Academy. Per IAED, the Quality Improvement/Assurance standards require a consistent, cumulative MPDS incident case review of at or above the stated baseline percentage. 20

21 Emergency Medical Dispatching (EMD) Compliance Scores 23 Life Saves April, On April 1st, Call Taker Angela Stefenoni, while utilizing effective EMD instructions 2. On April 2nd, Call Taker Candyce Finley, while utilizing effective EMD instructions 3. On April 5th, Call Taker Carolyn Goddard, while utilizing effective EMD instructions 4. On April 5th, Call Taker Jourdan Hitchings, while utilizing effective EMD instructions assisted the reporting party in providing life-saving Heimlich instructions. 5. On April 5th, Call Taker Janet Tracy, while utilizing effective EMD instructions assisted the reporting party in providing life-saving CPR instructions. 6. On April 7th, Supervisor Barbara Vatalaro, while utilizing effective EMD instructions 7. On April 9th, Call Taker Candyce Finley, while utilizing effective EMD instructions assisted the reporting party in providing life-saving CPR instructions. 8. On April 10th, Supervisor Elizabeth Strong, while utilizing effective EMD instructions 9. On April 11th, Call Taker Jennifer Rooke, while utilizing effective EMD instructions assisted the reporting party in providing life-saving Maternity instructions 10. On April 12th, Call Taker Theresa Miller, while utilizing effective EMD instructions 21

22 Emergency Medical Dispatching (EMD) Compliance Scores 11. On April 13th, Call Taker Dawn Gaffney, while utilizing effective EMD instructions assisted the reporting party in providing life-saving CPR instructions. 12. On April 13th, Supervisor Tara Poirier, while utilizing effective EMD instructions assisted the reporting party in providing life-saving CPR instructions. 13. On April 14th, Supervisor Elizabeth Strong, while utilizing effective EMD instructions 14. On April 15th, Call Taker Sara Sherman, while utilizing effective EMD instructions assisted the reporting party in providing life-saving CPR instructions. 15. On April 16th, Call Taker Carolyn Goddard, while utilizing effective EMD instructions 16. On April 18th, Call Taker Jennifer Rooke, while utilizing effective EMD instructions 17. On April 22nd, Call Taker Michelle Goucher, while utilizing effective EMD instructions 18. On April 23rd, Dispatcher Dennis McGrath, while utilizing effective EMD instructions 19. On April 25th, Dispatcher Katherine Shelton, while utilizing effective EMD instructions 20. On April 26th, Call Taker Janet Tracy, while utilizing effective EMD instructions assisted the reporting party in providing life-saving CPR instructions. 21. On April 27th, Dispatcher Dennis McGrath, while utilizing effective EMD instructions assisted the reporting party in providing life-saving Heimlich instructions. 22. On April 29th, Call Taker Dawn Gaffney, while utilizing effective EMD instructions assisted the reporting party in providing life-saving CPR instructions. 23. On April 30th, Call Taker Jourdan Hitchings, while utilizing effective EMD instructions 22

23 Opened/Closed Records Per Category Date range 05/01/ /31/2017 Generated on 06/19/ :55 Category Opened SRs Closed SRs Total (Opened - Closed) CAD Communications Facility GIS Hardware Information Only Intrado Phone System NEW CAD ISSUE Operations Profile Software Total Service Records Closed in March CAD Communications 23% 13% 1% 2% Facility 10% 13% GIS Hardware 2% 2% 0% 3% 13% 18% Information Only Intrado Phone System NEW CAD ISSUE Operations Profile Software 23

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