City of Austin Performance Report 2015-16

Percent of EMS Communication Center Calls Processed within 90 Seconds 

Measure Description
The first step in the response time continuum is quick and accurate processing of 9-1-1 calls through the Computer Aided Dispatch (CAD) system. This key performance indicator measures the percent of calls processed within 90 seconds from when Emergency Medical Services receives a 9-1-1 call (initiation) to the dispatch of an ambulance.
Calculation Method
This performance measure is calculated by determining the total number of calls processed within 90 seconds, from receipt of 9-1-1 call to dispatch of an Austin/Travis County Emergency Medical Services (ATCEMS) unit, divided by the total number of call received.
FY 2015-16 Results
In FY 2015-16, 82.3% of the calls were processed within 90 seconds, roughly 7.7% below the established goal.
Assessment of Results
ATCEMS’ Communication Center Medics are responsible for locating the caller, providing medical self-help instructions using Medical Priority Dispatch (MPD) protocols, and managing the deployment of over 38 emergency medical vehicles during the call processing timeframe. This measure aligns with the industry standard of processing all calls, regardless of priority, 90% of the time within 90 seconds.
In FY2015-16, ATCEMS processed 82.3% of all calls within the timeframe, which is below the target of 90%. This performance can partly be attributed to the increased workload in the Communications Center due to high number of vacancies in this workgroup. Also attributing to the call processing time is the additional step required when a phone call is made by a cell phone. Calls made with a cell phone require the caller to provide the location of the emergency and the medic must manually enter the data into CAD.  Phone calls from landline phones, however, automatically populate the address into the CAD system. 
Next Steps
ATCEMS began an internship program that focuses on providing all the necessary training to move more individuals into the role of sworn Communications Medics. The department anticipates this program will accelerate the hiring process to fill the existing openings with well-trained Communications Medics which will decrease the current workload and enhance job satisfaction.
Contact Information
For more information contact Jasper Brown, Chief of Staff, at (512) 972-7201.