b'OPERATIONS BUREAUcontinuedPDSD leadershiphas reemphasized the need to care for our community, our staff and our partners. This has increased retention, leading to a higher level of working staff, a critical factor toward improved call answer times.METRICSNationally, the average attrition rate for emergencyvolume management and dynamic telecommunicators is approximately 25%.workflow changes during periods of Unfortunately, staffing shortages and the inabilitycall volume surges to minimize delays to keep up with surges in call volume are commonand triage non-emergency callers.in emergency telecommunications. The PSCDWe want our community to have is not immune to this challenge and is activelyconfidence when calling 9-1-1 in working to improve service delivery by increasingtimes of emergencies. Experienced staffing, lowering attrition, and improving initial and9-1-1 professionals, alternative non-continuing education training. emergency resources, and a new 3-1-1 National Emergency Number Associationsystem designed to support 9-1-1 (NENA) call answer standards outline Emergencywill help improve call answer times Communications Centers (ECC) goals for howand allow emergency dispatch and quickly 9-1-1 calls should be answered. During 2022,call taking staff to focus on critical the PSCD has not always met the national standardsemergencies. Prompt attention to as defined by NENA, primarily due to understaffingemergencies involving an active during periods of high call volume. Because of thethreat to life and property will remain dedication of our public safety communicationsthe PSCD priority.professionals, the PSCD has been innovative in call RING TIME RANGE PERCENTAGE15 SECOND RING TIME/ 90% NENA STANDARDOur firm belief is that the positive trend in staffing,100%morale, and employee engagement will lead to the retention of staff, which90%will allow us to consistently meet the national call- 80%answering standard.This graph shows how our70%department compares to the NENA standard.60%JAN FEB MAR ARL MAY JUN JUL AUG SEP OCT NOV DEC18CITY OF TUCSON n PUBLIC SAFETY COMMUNICATIONS DEPARTMENT'