City of Long Beach Wireless 9-1-1

The complainant contended that during the planning and deployment phase the staffing allocation was not adequate to handle the anticipated increase in calls. The PCS civilian staff allocation, originally budgeted in FY 2004, included: Communication Dispatcher levels I-IV (sixty-one), Supervisors (five) and Center Coordinator (one) for a total of sixty-seven staff positions. A concentrated effort to add staff was deferred until August 2009. In response to the public posting of the Communication Dispatcher position, over 400 applications were received. The application process includes: written test, oral interview, psychological assessment and background check. Of the total applicants only thirty-seven candidates advanced to the background check. Twenty-seven applicants did not proceed in the process for the following reasons: • Seven declined to participate in the process • Two disqualified • Six not recommended for hire as a result of background check • Twelve withdrew The standards and requirement levels are high. As of January 2010 there were ten applicants still in the hiring process. Upon hiring, trainees will be required to complete training for twelve months, plus an additional six months of supervised training. The complainant alleged that the number of calls upon deployment of W911 increased by 67%. Statistical records indicated an overall increase of calls at 53%. The complainant also contended the increase in calls caused a delay in answering Calls For Service. The standard time for answering emergency calls is ten seconds. The first phase-in of the six major wireless carriers began in November 2008 and was completed March 2009. The CGJ reviewed Calls For Service statistical data for January 2009 through December 2009. The record indicates that during ten months of the period reviewed, the ten second standard for answering calls was met 91.7% of the time. Records indicated the answer time dropped below the ten second standard during a two month period in July and August 2009 when it declined to 86.7% and 89.4%, respectively.

The City of Long Beach is currently conducting an audit of the CPS which includes operations, increase of calls and best business practices. Results of that audit are pending. 18 2009-2010 LOS ANGELES COUNTY CIVIL GRAND JURY FINAL REPORT