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Bureau of Emergency Communications

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Bureau of Emergency Communications Public Safety Service Area Bureau of Emergency Communications Mike Myers, DCA - Public Safety Bob Cozzie, Director Bureau of Emergency Communications 0.4% City Budget 99.6% Technology Systems 9.8% Administration and Support 4.7% 9-1-1 Operations 85.5% Bureau Overview Requested Revised Total Change from Percent Requirements FY 2024-25 2025-26 Prior Year Change Operating $38,049,716 $36,941,459 $(1,108,257) (3)% Capital $800,000 $0 $(800,000) (100)% Total $38,849,716 $36,941,459 $(1,908,257) (5)% Authorized Positions 169.90 169.90 — —% 34 City of Portland, Oregon - FY 2025-26 Requested Budget

Bureau of Emergency Communications Public Safety Service Area Bureau of Emergency Communications Director Bob Cozzie Operations Administration Technology Computer Aided Call Answering Data Analytics Dispatch (CAD) and Interfaces Quality Assurance Dispatch and Accountability 911 Telecom System Training Equity IP Networks Leadership Development NG911 Partner Agency Coordination and Mentoring Policy Research and Records Emergency Management City of Portland, Oregon - FY 2025-26 Requested Budget 35

Bureau of Emergency Communications Public Safety Service Area Bureau Summary Bureau Summary Bureau Mission The mission of the Bureau of Emergency Communications is to work collaboratively with our community and public safety partners to ensure effective and timely 9-1-1 call answering and dispatching. Bureau Overview Initially established in 1974, BOEC provides call-taking and dispatch services for Portland Police Bureau, Portland Fire & Rescue, Portland Street Response, Gresham Police Department, Gresham Fire Department, Multnomah County Sheriff’s Office, Corbett Fire District 14, Sauvie Island Fire District 30, Multnomah County Emergency Medical Services. Serving all of Multnomah County, BOEC is operated by the City of Portland and jointly governed by the partner agencies it supports who form the BOEC User Board. Executive Leadership  Bob Cozzie, Director  Steve Mawdsley, Deputy Director / Operations Manager  Murrell Morley, Technology Systems Manager Major Work Groups Operations Provides emergency and non-emergency call answering, public safety dispatch and bureau-wide training. Administration Includes data analytics, equity, quality assurance and accountability, leadership development and mentoring, business operations, partner agency coordination, public information, policy, emergency management and research and records. Technology Services Maintain the Computer Aided Dispatch (CAD) and interfaces, including the 911 telephone system, emergency communications logging recorder system, Next Generation 911 and general technology services support to enhance call answering and dispatching response efforts. Recent Accomplishments  Demonstrated significant progress on BOEC’s Strategic Plan while focusing on all five initiatives:

  1. Adequately staffed workforce
  2. Programs that improve processes and support employee development
  3. Embody a culture of inclusion, equity, and anti-racism
  4. Collaboration with community members and partner agencies 36 City of Portland, Oregon - FY 2025-26 Requested Budget

Bureau of Emergency Communications Public Safety Service Area 5. Secure, efficient, and resilient primary and backup facilities  Improved average 911 call answering times by 15% and nearing closer to meeting national standards  By the end of the 2024 calendar year, met International Academies of Emergency Dispatch (IAED) accreditation level for Emergency Medical Dispatch and plan to submit for accreditation in FY 25/26  By the end of the 2024 calendar year, filled all but nine dispatch positions and will have all positions filled by March 2025 Challenges & Opportunities  Although bureau staffing has improved, approximately one-third of staff are in various stages of training  With increased staffing to meet call volume, the BOEC facility has inadequate space for anticipated population growth  Attain IAED accreditation in both Emergency Medical Dispatch and Emergency Fire Dispatch protocols  Initiate locally developed police quality assurance program City of Portland, Oregon - FY 2025-26 Requested Budget 37

Bureau of Emergency Communications Public Safety Service Area Performance Measures Actuals Actuals Target Target Strategic Performance FY2022-23 FY2023-24 FY2024-25 FY2025-26 Target Efficiency Percentage of overtime hours attributed to emergency communications 89% 88% 89% 0% 0% operations Input Total number of forced overtime hours 5,208 4,211 3,500 0 0 Number of overtime hours 29,662 28,499 17,138 0 18,500 Total number of CAD incidents (including responder initiated activity for all 629,889 618,403 630,000 0 630,000 partner agencies, Police, Fire, and Medical) Total number of emergency 9-1-1 telephone calls 739,127 704,328 700,000 0 700,000 Total number of text sessions 5,621 5,976 6,000 0 6,000 Total number of Certified Call Takers by Fiscal Year to take 9-1-1/Non- 90 102 113 0 138 Emergency calls Total number of Certified Police Dispatchers by Fiscal Year to take 9-1-1/Non- 69 80 97 0 130 Emergency calls and dispatch police responders Total number of nonemergency telephone calls 292,015 210,203 180,000 0 180,000 Total number of Sr. Dispatchers by Fiscal Year to take 9-1-1/Non-Emergency 63 73 91 0 120 calls and dispatch police, fire and medical responders Outcome Average time to answer emergency 9-1-1 calls (in seconds) 56.00 48.00 30.00 0.00 10.00 Percentage of emergency 9-1-1 calls answered within 20 seconds 42.0% 48.0% 60.0% 0.0% 95.0% Percentage of certified operations staff (non-trainees) retained 86.3% 93.4% 90.0% 0.0% 93.0% Percentage of overall operations staff (including trainees) retained 81.6% 79.4% 85.0% 0.0% 85.0% Percentage of emergency 9-1-1 calls answered within 15 seconds 38.0% 45.0% 60.0% 0.0% 90.0% 38 City of Portland, Oregon - FY 2025-26 Requested Budget

Bureau of Emergency Communications Public Safety Service Area Summary of Bureau Budget Requested Requested Actuals Actuals Revised No DP Total FY2022-23 FY2023-24 FY 2024-25 2025-26 2025-26 Resources External Revenues Charges for Services 417,868 406,972 378,072 365,000 365,000 Intergovernmental 12,298,892 12,596,030 13,477,875 13,706,645 13,139,666 Miscellaneous 98,444 71,026 72,000 20,000 20,000 External Revenues Total 12,815,204 13,074,028 13,927,947 14,091,645 13,524,666 Internal Revenues Fund Transfers - Revenue 17,841,747 20,151,316 22,613,896 24,334,819 22,384,049 Internal Revenues Total 17,841,747 20,151,316 22,613,896 24,334,819 22,384,049 Beginning Fund Balance 5,998,710 0 2,307,873 1,032,744 1,032,744 Resources Total 36,655,661 33,225,344 38,849,716 39,459,208 36,941,459 Requirements Bureau Expenditures Personnel Services 21,117,239 24,538,986 26,608,547 27,658,963 25,355,184 External Materials and Services 3,878,009 2,479,277 2,264,632 2,455,000 2,241,030 Internal Materials and Services 5,703,175 6,167,106 6,604,021 7,288,825 7,288,825 Capital Outlay 6,212 470,575 800,000 0 0 Bureau Expenditures Total 30,704,635 33,655,945 36,277,200 37,402,788 34,885,039 Fund Expenditures Debt Service 323,478 336,414 349,877 363,873 363,873 Contingency 0 0 543,347 0 0 Fund Transfers - Expense 1,180,905 1,369,311 1,679,292 1,692,547 1,692,547 Fund Expenditures Total 1,504,383 1,705,725 2,572,516 2,056,420 2,056,420 Ending Fund Balance 4,444,196 0 0 0 0 Requirements Total 36,653,214 35,361,670 38,849,716 39,459,208 36,941,459 Programs 9-1-1 Operations 26,529,131 27,357,597 29,118,669 32,327,325 29,809,576 Administration & Support 1,070,638 1,308,734 1,799,985 1,640,870 1,640,870 Legal Services — 3,572 — — — Technology Systems 3,104,865 4,986,042 5,358,546 3,434,593 3,434,593 Total Programs 30,704,635 33,655,945 36,277,200 37,402,788 34,885,039 City of Portland, Oregon - FY 2025-26 Requested Budget 39

Bureau of Emergency Communications Public Safety Service Area FTE Summary Requested Requested Revised No DP Total Salary Range FY 2024-25 2025-26 2025-26 Class Title Min Max No. Amount No. Amount No. Amount 30003976 Administrative Specialist II - 75,442 107,640 1.90 120,962 1.90 120,962 1.90 120,962 CPPW 30003007 Analyst II 97,510 126,693 0.00 0 0.00 0 0.00 0 30003979 Analyst II - CPPW 97,510 126,693 3.00 364,687 3.00 364,687 3.00 364,687 30003008 Analyst III 107,266 151,882 2.00 276,120 2.00 276,120 2.00 276,120 30003980 Analyst III - CPPW 107,266 151,882 1.00 127,109 1.00 127,109 1.00 127,109 30003012 Business Systems Analyst III 111,093 156,270 2.00 272,243 2.00 285,220 2.00 285,220 30003982 Coordinator I (NE) - CPPW 75,442 107,640 3.00 274,623 3.00 274,623 3.00 274,623 30003984 Coordinator III - CPPW 97,510 126,693 1.00 126,693 1.00 126,693 1.00 126,693 30003037 Director I 157,019 228,259 1.00 228,259 1.00 228,259 1.00 228,259 30000031 Emerg Commun Call Taker 63,133 78,190 10.00 736,729 10.00 741,442 10.00 741,442 30000034 Emerg Commun Dispatcher, Sr 76,985 100,183 115.00 9,870,263 115.00 10,338,296 115.00 10,338,296 30000035 Emerg Commun Police Dispatcher 74,179 96,389 2.00 178,136 2.00 181,961 2.00 181,961 30003041 Emergency Communications Ops 129,771 183,082 1.00 175,365 1.00 175,365 1.00 175,365 Mgr 30003042 Emergency Communications Ops 97,510 126,693 14.00 1,690,834 14.00 1,690,834 14.00 1,690,834 Sup I 30003043 Emergency Communications Ops 107,266 151,882 2.00 281,195 2.00 281,195 2.00 281,195 Sup II 30003044 Emergency Communications 117,957 168,709 1.00 150,030 1.00 150,030 1.00 150,030 Systems Admin 30000013 Office Support Specialist III 60,424 80,122 0.00 0 0.00 0 0.00 0 Total Full-Time Positions 159.90 14,873,248 159.90 15,362,796 159.90 15,362,796 30003976 Administrative Specialist II - 75,442 107,640 1.00 81,058 1.00 81,058 1.00 81,058 CPPW 30003979 Analyst II - CPPW 97,510 126,693 0.00 0 0.00 0 0.00 0 30000034 Emerg Commun Dispatcher, Sr 76,985 100,183 8.00 615,880 8.00 631,368 8.00 631,368 Total Limited Term Positions 9.00 696,938 9.00 712,426 9.00 712,426 30000034 Emerg Commun Dispatcher, Sr 76,985 100,183 1.00 83,609 1.00 87,078 1.00 87,078 Total Part-Time Positions 1.00 83,609 1.00 87,078 1.00 87,078 Grand Total 169.90 15,653,795 169.90 16,162,300 169.90 16,162,300 40 City of Portland, Oregon - FY 2025-26 Requested Budget

Bureau of Emergency Communications Public Safety Service Area CIP Summary Requested Bureau Capital Program Revised Total Project Prior Years FY 2024-25 2025-26 FY 2026-27 FY 2027-28 FY 2028-29 FY 2029-30 5-Year Total Safety Next Generation 911 Recording 0 0 0 0 0 0 0 0 System Phone System Upgrade 0 800,000 0 0 0 0 0 0 VCAD Upgrade 0 0 0 0 0 0 0 0 Total Safety 0 800,000 0 0 0 0 0 0 Total Requirements 0 800,000 0 0 0 0 0 0 City of Portland, Oregon - FY 2025-26 Requested Budget 41

Parent: Public Safety Service Area · PDF: pp. 916-923