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MISSION AND GOALS
Mission Statement
Arlington Dispatch Services is responsible for providing the means by
which the general public may report the existence of an incident
requiring fire, police, or ambulance response; and to provide the
means by which the incoming reports and requests are received,
managed, and disseminated in a timely manner to the proper personnel
and agencies.
The City's policy regarding the use of 911 is that the system be
limited to emergency situations involving an immediate threat to life,
safety, or health.
Stated Goal
The Dispatch Services Section goal is to cost-effectively provide
prompt, accurate, and appropriate processing of emergency and
non-emergency calls for service.
The objectives for Dispatch Services are:
- To answer at least 92% of all 911 and
10-digit emergency calls within six (6) seconds or less;
- To maintain an average dispatch time of two
(2) minutes or less on police priority one and emergency calls;
- To maintain an average dispatch time of
twenty-five (25) seconds or less on fire priority one and two calls;
- To maintain a ninety (90%) percent
compliance rate on all Emergency Medical Dispatch (EMD) calls;
- To maintain an average post-call-processing
time/not-not ready time of forty-five (45) seconds or less; and
- To have all Telecommunicators, Training
Assistants, and Supervisors maintain twenty-four (24) hours of
in-service training per calendar year.
Commitment To Customers
- Reliability - Do the job right the first
time.
- Responsiveness - Our customers need prompt service.
- Assurance - We must prove to our customers that we are skilled
and capable of providing the highest level of services.
- Empathy - We must be helpful and show genuine concern about the
customer's problem.
- Tangibles - We must provide a clean, neat environment and
personal appearance that will reflect pride in our workplace.
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