Hampshire Fire and Rescue Authority

Best Value Committee

Item 2

19 December 2001

Best Value Review of Control and Communications

Report of the Chief Fire Officer

Contact:

Deputy Chief Fire Officer Alan House

Tel: 023 8064 4000 Ext 205

1

Introduction

1.1

Attached is the final report on the Best Value Review of Control and Communications. This is one of the three statutorily required reviews (the other two are Procurement and Training).

1.2

The review had to be completed by 31 March 2002.

1.3

The findings and recommendations are summaried in tabular form on pages 1 to 10. These have been accepted and endorsed by the Service Management Team at its meeting in November 2001.

2

European Convention on Human Rights and the Human Rights Act 1998

2.1

The proposals within this report are compatible with the provisions of the European Convention on Human Rights and the Human Rights Act 1998.

Recommendation

That the findings and recommendations set out on pages 1 to 10 in the report on the Best Value Review of Control and Communications be approved.

Section 100D - Local Government Act 1972 - background papers

The following documents disclose the facts or matters on which this report, or an important part of it, is based and has been relied upon to a material extent in the preparation of the report.

None

NB The list excludes:

1 Published works

2 Documents that disclose exempt or confidential information as defined in the Act

Dir-fin HFRA BV Committee 19 12 01 Control

Reference

Subject

Summary

1

Control staffing levels

*

2

Corporate Plan

On Website

3a

Mission statement

*

3b

Activities performed by Control

*

3c

Indicative performance targets (Mott MacDonald)

*

4a

Letter CFO Doig

4b

Fire Brigade Benchmarks

4c

Letters DCFO Smith, Keith Phillips

4d

Fire brigade Benchmark data reports

4e

Performance targets and HO / CACFOA criteria

*

4f

Control Room Output Specifications

5a

Fire Services Act 1(1)(c)

5b

SI 3251

5c

DETR Guidance

5d

The future of Fire Service Control Rooms (Mott MacDonald)

6a

User Survey Results - Officer / Personnel

6b

User Survey Results - Outside Organisations

6c

User Survey Results - Control Room Staff

7a

General correspondence / minutes

7b

Collaboration Correspondence

8

Consultation survey returns

9

Control and communication reviews other authorities

10

Service Management Team minutes

11

Expectations document

1

INTRODUCTION

1.1

All Fire Brigades were instructed within Statutory Instrument (SI) 3251 to perform a Best Value Review of Communications and Control to be completed by March 2001 (subsequently extended to March 2002). The SI defines the topic of the review as meaning `securing efficient arrangements for dealing with calls for assistance of the fire brigade and for summoning members of the fire brigade, as mentioned in section 1 (1)(c) of the Fire Services Act 1947.

1.2

The Home Office initiated a Control and Communications Study to provide advice to authorities on how best to meet their future communications and control requirements. (Mott MacDonald) and provides the basis for this Best Value Review.

1.3

One primary recommendation of the Control and Communications Study was that: Fire authorities must work together to eliminate controls that handle less than 20,000 incidents per year. Opportunities to collaborate with other fire brigade controls to increase efficiency and eliminate those dealing with less than 20,000 incidents are explored in this Best Value Review.

2

WHAT ARE WE TRYING TO ACHIEVE

-

Continued exploration of collaboration opportunities with other fire controls to provide the most efficient and effective control and communication functions for Hampshire.

-

Funding to enhance and maintain staffing levels to those set in the national control room formula.

-

Appropriate staffing levels are maintained at all times taking into account maternity leave and long time sickness.

-

Improved performance management systems and procedures to monitor call handling and mobilising of resources and to benchmark these results with others in the family group.

-

Continual improvements in the efficiency of control and its functions.

-

Produce quarterly performance reports to Service Management Team.

-

Continued collaboration within the family group to refine performance definitions and to identify and explore improvement opportunities.

-

Funding for advances in technology that will aid effectiveness and efficiencies in call handling and mobilising of resources, mobile phone technology and mobilising of officers.

Attribute

Indicative Performance Target (Measured Over a Month)

Ring to accept.

At least 90% of calls answered within 10 seconds.

At least 99% of calls answered within 30 seconds.

Sending a first response or mobilising message.

90% of calls (for which a mobilisation is required) the mobilisation message is sent within 45 seconds of the call being taken.

For 99% of incidents (for which a mobilisation is required) the mobilisation message is sent within 60 seconds of the call being taken.

Passing emergency calls to other agencies.

At least 90% of calls that have been categorised as requiring other services are passed within 10 seconds of mobilisation.

At least 99% of calls that have been categorised as requiring other services are passed within 30 seconds of mobilising own resources.

Receiving emergency calls from other services.

At least 90% of calls from services are answered within 15 seconds.

At least 99% of calls from services are answered within 20 seconds.

Quality of call handling.

Call handling audits carried out. At least 99% of calls handled in a satisfactory or better than satisfactory manner.

Aim:

To provide information required to determine performance against the targets set for Fire Control

Subject Area

HFRS reference number

Call Handling

· Time Data for answer, mobilise, inform other agencies

1.1, 1.2, 1.3, 1.4

· Consultation with users

1.5

· Call handling costs

1.6

· Information extracted from callers

2.1

· Information received by callers

2.2

· Address details extracted from callers

2.3

· PDA's sent appropriate to incident type

2.4

Communication

· Updating of system as information received

3.1

Time data for providing additional information and resources when requested

3.2
3.3

Maintenance of Fire Cover

· Maintenance of cover during incidents

4.1

· Maintenance of cover if appliances not available for other reasons

4.2

Recording of information

· Availability of Control System

· Availability of Speech recordings

· Availability of Summary Information

5.1

5.2

5.3

Procedures

· Procedures for incident type, OPS plans etc

· Responses to priority messages

· Database maintenance

6.1

6.2

6.3

Contingency Arrangements

· Execution procedures

7.1

Fault Monitoring

· System fault reporting, action and monitoring

8.1

Training and Recruitment

· Training Programmes

· Recruitment and selection

9.1

9.2

Absence Management

· Sickness levels and shifts lost due to sickness staffing.

10.1

· Staffing levels

10.2

Policies and Strategies

· Documentation and review

11.1, 11.2

1

Why? - Are we doing this review

-

Statutory Instrument (SI) 3251 states Fire Brigades must perform a Best Value Review of `Communications and Control' in 2000/01 (extended to March 2002).

-

DETR Guidance 10/99 describes reviews `of communications and control, training and procurement, in order to promote joint working and co-operation between authorities'.

-

FSC 9/99 states `The three areas identified were agreed by the Best Value Forum, on which fire authorities and the service are represented, as key areas where across the country, there is likely to be the greatest potential for efficiency gains through more collaborative working'.

-

PSA targets state `To reduce the trend in incidence of fire and related deaths ... (iii) by an improvement in fire service efficiency of 2% a year through increased co-operation and collaboration between fire brigades, including sharing resources, and between them and other emergency services...'

2

What? - Are we reviewing (describe the service/function)

-

SI 3251 defines the topic of the review `communications and control' as meaning `securing efficient arrangements for dealing with calls for the assistance of the fire brigade and for summoning members of the fire brigade, as mentioned in section 1(1)(c) of the Fire Services Act 1947'.

-

This includes the emergency call taking, handling and mobilising function of control staff. It also includes the technical call taking and mobilising equipment and service provision and maintenance.

-

This also includes the Fire Service Radio scheme. This is already due for replacement by the end of 2005 under the arrangements for public service radio communications system (PSRCS) and is the subject of a collaborative project for radio replacement across CACFOA South East Region.

-

The statutory review does not require the inclusion of control taking admin calls, post incident data capture etc. It also does not include IS functions not related to call handling and dispatch (eg IT, telephony etc).

3

Where? - Describe the boundaries of the review, eg, Brigade, Division, CACFOA Region No 5

-

This review is to examine the communications and control systems and procedures in Hampshire.

-

A proposal has been made by T/DCO Olaf Baars of Royal Berkshire Fire Brigade to collaborate across the CACFOA South East Region. Hampshire has agreed to the proposal but is awaiting the views of other CFO's.

4

How - Are we going to do the review described `collaboration methodology'

-

The Home Office/Mott McDonald report `The future of Fire Service Control Rooms and Communications in England and Wales' will form the basis of the review and identify the parameters for the scope, ie, fire and fire collaboration.

-

Opportunities for collaboration between brigades making up CACFOA South East Region are currently being explored by T/DCO Baars of Royal Berkshire Fire Brigade.

-

Review methodology will follow broadly the guidance contained in the Best Value Performance Plan (Appendix 6) 2000 - 2005.

5

Who? - Is going to be involved in the review

DCFO A R House - (Operations)

SDO M Long - (Operations)

SDO P S Webb - (Quality and Audit)

PFCO P Cowmeadow - (Control)

Control Officer R Bates - (Watch Control Officer)

Mrs W Lambert - (Financial and Office Services Manager)

Mr P Turner- (Communications)

StnO S Hamm - Station Commander C56 Hightown

The above will form the core review group with other individuals co-opted as required for specific issues.

6

How much? - Describe any timescale cost or other resource requirements

-

The review report will be completed by 31 March 2001 (extended to March 2002) to ensure the proposed outcomes are incorporated into the Fire Authority Business Plan and Budget 2002/2003.

-

If collaboration in the review is progressed, funds in the region of £5-10k may be required as a contribution towards funding CACFOA South East Region independent review.

-

It is anticipated that this is a large review, and the initial estimate of the resource required to complete this review is between 150 - 200 person days effort (with a large part of this effort being focused on communication with staff). Staff communication is vital to this project, and it is recommended that consideration be given to a member of control being made available, to help progress the review and ensure that communication always meets the need of control staff, and to minimise unnecessary stress and anxiety.

7

Intent - Describe the intended or likely outcome, eg, production or presentation of report, any performance or efficiency improvements targeted etc.

The Review report will be completed by 31 March 2002 for presentation to Principal Officers and the HFRA Best Value Committee. The review report will outline measures to achieve the five-year outcome based performance targets described in the statement of `What are we trying to achieve?'

The outcome based performance targets will have been achieved, within five years.

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

1.1 - A brief description of the current service

The continuously staffed Command and Control centre is located at Service HQ, Eastleigh. The centre handled 23,435 emergency incidents which generated 40,395 calls during the year 2000/01.

A secondary emergency control facility is available at The Castle, Winchester which can be activated should the main facility need to be evacuated.

Staffing consists of 28 full time equivalent Control staff working within the control room and 3 management posts on secondment to the Database Team. See Appendix 1 for a breakdown of control room staffing.

HFRS establishment figures.

App 1.

App 1.

The current arrangements and facilities are efficient and cost effective. The control suite was upgraded 4 years ago and the mobilising equipment/ systems are subject to continuous improvement

It is recommended that the current system is continuously monitored, assessed and upgraded to ensure the Service are able to keep abreast of and be ready to take advantage of the rapid changes in modern technology.

Finance is made available through budget bids and is included in the Corporate Plan when required

DCFO (Ops/T)

PFCO

1/8/01

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

1.2 - The level and way the service is provided at present

There are 4 watches of 7 operators staffing the control room. The rate of emergency incidents handled as a ratio of calls per operator per annum is currently 837 and the number of emergency calls per operator is 1442. This compares very favourably with national averages.

Answering out of hours admin calls

App 1.

DTLR Website.

Following application of the national Control Room Staffing Formula it has been identified that staffing levels in Hampshire are below that required to perform effectively and efficiently at peak times.

The Service is to secure funding to increase the staffing levels from 7 to 8 per watch.

Budget bid to be made for 2001 - 2002

DCFO (Ops/T)

SMT 11/01

HFRA 12/01

1.3 - Current aims and objectives

Mission statement.

App 3

Mission statement required to be drafted in order that performance against it could be measured.

Drafted

Approved

DCFO (Ops/T)

PFCO

10/7/01

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

1.4 - Existing performance indicators, targets and standards

Listed are the current local and national performance figures attained and the targets that are presently set.

Control and Communication Best Value Performance Measures and targets.

App 3a, 3b, 3c.

App 4d, 4e, 4f.

In most areas we meet or exceed our target of being in the top quartile of performers.

In some areas:

· Calls to other Agencies

· Acceptance to Mobilising time

· Quality of call handling

There were insufficient performance management systems to adequately measure our performance.

Systems, procedures recording and monitoring to be introduced in order to address the areas identified in the Control and Communications Best Value Performance Measures and Targets document.

Some of the proposed measurements and procedures cannot be achieved due to present crewing levels.

Performance monitoring reports to be presented quarterly at SMT meetings for discussion and if necessary action

DCFO (Ops/T)

PFCO

1/4/01

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

2.1 - Why do we provide this service?

To comply with SI 3251.

To ensure efficient arrangements for dealing with calls for assistance of the fire brigade and for summoning members of the fire brigade as mentioned in section 1 (1) (c) the Fire Services Act.

App 5.

Fire Services Act

SI 3251

DETR Guidance

Mott - MacDonald report

Essential to provide service by statute.

Commercial providers not investigated.

HFRS already in >20,000 band.

To carry on service provision in present format.

Further investigate improvements to efficiency and quality of service.

Submit to Senior Management Team and Hampshire Fire and Rescue Authority.

DCFO (Ops/T)

9/01

2.2 - How do service users and others view the service?

Users Survey results

App 6

Generally satisfied but some areas of improvement opportunities identified.

Further Control staff survey to be conducted.

Completed surveys have been analysed. These findings will be used to identify what improvements in communication can be achieved.

PFCO

1/8/01

2.3 - How do we compare with best practice?

Bench marked with similar Controls.

App 4

Difficulties were found in benchmarking as different practises and policies are carried out in different Controls.

As BV reviews and performance figures become available from other authorities investigation into top performers to be initiated

DCFO (Ops/T)

PFCO

1/4/02

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

2.4 - Are we competitive in the market place?

Benchmarking against other Fire Controls.

Benchmark document

App 4

Low staff to call ratio.

Insufficient historical management performance data available to measure all aspects of work.

New electronic and manual systems of performance measurement and monitoring to be developed (see Appendix 4 Definitions).

Start new monitoring from April 2001.

PFCO

1/4/01

2.5 - What are the options?

Collaboration with neighbouring Controls:

Police/Ambulance

IOW/Dorset/Sussex etc.

App 7.

Letters/minutes/ correspondence

Evidence file 2.

BV Reviews

HFRS decided to apply Mott MacDonald report and confine to Emergency Service collaboration opportunities only.

That a working offer to IOW be made to enter a Service Level Agreement to handle IOW fire calls and mobilise resources.

This option (3) was rejected by IOW elected Members.

DCFO (Ops/T)

5/01

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

3.1 - Should this service be provided at all?

This service must continue to be provided by HFRS.

App 5

Fire Services Act

Mott MacDonald Report

No other viable service providers identified for this function at this time.

Revisit in 5 years.

For SMT and HFRA approval.

DCFO (Ops/T)

SMT 11/01

HFRA 12/01

3.2 - At what level and in what way?

In the present format but with enhanced establishment.

App 5.

App 4.

Mott MacDonald

Bench marking docs.

To continue to service the operational requirements of the HFRS.

Service to secure funding to achieve and maintain staffing levels to those set in the national Control Room formula.

To include in Corporate Plan and Budget Plan.

DCFO (Ops/T)

5/01

3.3 - What aims and objectives?

To maintain or improve present performance, maintain and keep pace with changes in technology to achieve optimum efficiency.

To explore the possibilities of performance data handling by Control staff.

SMT minutes.

Quarterly performance management reports.

There was insufficient management information available to consistently measure performance. It would prove impractical to monitor certain areas of performance at present due to low staffing levels.

Pursue improvements to performance measurement systems and targets and continue to apply staffing formula for the future.

Annual performance management reports provided to SMT from April 2002.

Regular item at SMT.

DCFO (Ops/T)

PFCO

1/4/01

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

3.4 - What performance indicators, targets and standards?

To gauge against all Control room output specification figures in comparison with Family Group 4 and CACFOA Benchmarking club.

App 4.

CACFOA Bench marking doc.

Evidence file 4.

HO Expectations

Family group 4 comparison figures

Mott MacDonald.

There was insufficient management information available to consistently measure performance.

Some benchmarking information was flawed due to differences in measuring criteria by authorities.

Monitoring procedures to be put in place to enable comparisons to be made against other Control centres and identify possible areas for improvement in performance.

To continue to work within Group 4 Family Group to define comparison data.

Quarterly reports to SMT on performance.

Entered into a contract with Group 4 to share information and website.

DCFO (Ops/T)

PFCO

SDO QA

1/4/01

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

4.1 - What priorities and key tasks should we deliver?

Identified improvements to be made or investigated.

National control staffing formula.

Low staffing levels.

Monitoring systems.

Technological improvements in areas that have an effect on HFRS's Control Room effectiveness or call handling efficiency are:

· Mobile phone problems

· Advances in mobile phone technology

· Availability and location of Officers

Call line identity Enhanced Information Service for Emergency Calls.

Raise staff level from 7 - 8 per watch.

Install and initiate.

To initiate studies in the following areas:

· Mobile Global Positioning

· Mobile phones linked to Integrated Communications Control System.

· Auto Vehicle Location System

Budget bid.

Budget bid.

GFCO and IS Engineer to research and report.

Budget bids 2000 - 2003.

Budget bid 2002 - 2003.

DCFO (Ops/T)

1/4/02

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

4.2 - What risks and obstacles will we tackle?

HFRA Minutes.

HFRA Minutes.

Finance.

Staff pressure caused by personal monitoring of performance.

Achieving staff level replacements takes a considerable time.

Best Value Audit.

Increase funding.

Staff do feel personal pressure when being monitored which can cause increased stress/health problems.

Ensuring adequate systems are in place to recruit staff within short timescales.

Best Value needs to be further understood by staff.

Include in Corporate Plan.

HFRS will be mindful to balance pressures of audit against potential gains.

Service Management are aware that pressures on Control staff to reduce call handling times may slow attendance times through a lack of comprehensive information.

Message Pagers issued to a number of off duty Control Room Operators who are also members of the Incident Support Team to cover staff shortages at certain times (emergencies).

More cascading of information and promote ownership of Best Value aims and targets.

DCFO (Ops/T)

PFCO

SDO QA

1/4/02

Key Issue

Evidence
Reference

Findings

Recommendation

Management Response

Who

Date

4.3 - How will we review progress?

Review success of Budget bids.

Review results of Call Handling monitoring.

SMT/ Steering group monitoring.

Further Survey of staff and users

Include in Corporate Plan.

DCFO (Ops/T)

1/5/02

1/5/02

1/9/03

A

Call Handling (Including costings)

B

Communications

C

Maintenance of Fire Cover

D

Recording Information

E

Procedures

F

Contingency Arrangements

G

Fault Monitoring

H

Training and Recruitment

I

Absence Management

J

Policies and Strategies

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

1.1

First ring to acceptance (including calls from other emergency services)

· <3 secs

· >3 <5 secs

· >5 <10 secs

· >10 <30 secs

85

95

98

100

Time from first notification on an emergency call to acceptance of that call.

1.1

1.2

Acceptance to first mobilising message

· <45 secs

· >45 <60 secs

· >60 <90 secs

· >90 <120 secs

50

75

90

99

Time from acceptance of call to sending first response PDA mobilising message

1.4

1.3

Passing details of emergency calls to other agencies

· Priority one <60 secs

· Priority two >60< 180 secs

· Priority three >180 <130 secs

99

Time from sending first response PDA mobilising message to initiating passing details to other authorities/agencies/personnel.

2.1

2.2

2.3

1.4

Receiving Emergency Calls from other services

· Priority one <60 secs

· Priority two >60< 180 secs

· Priority three >180 <130 secs

99

As one above

1.1

1.5

Quality of call handling

· Call handling audit to record handled "satisfactorily" or better.

Audit of records of consultation with users of the control function. To include public, HFRS and other agencies.

1.7

1.6

Average Control Room Cost to process each incident

· <£20.00

100

Costs as defined to process each incident

N/A

Reference:

"The Future of Fire Service Control Rooms and Communications" Home Office Page 127 Table 44 - "Proposed Initial Performance Measures and Targets"(As amended by HFRS). This is the basis for HFRS "Initial Performance Measures", "Control Room Output Specification", CACFOA. This is the basis for HFRS "Detailed Performance Measures".

Notes:

1. Measurements to be taken per calendar month

2. Attribute 1.6 - Costs to be defined, ie staff premises, Equipment and Services

3. Call Handling Audit - to be defined, to include:

· consultation with users (1.5)

· information received from callers (2.1)

· advice received by callers (2.2)

· complaints received (2.5)

· all time details required (1.1, 1.2, 1.3, 1.4) (Per Calendar north)

· all address details required (2.3)

· all PDA details required (2.4)

· information is used to update system when received (3.1)

· times to provide additional information when requested (3.2)

· maintenance of fire cover during incidents (4.1)

· maintenance of minimum crewing levels and action if crews fall below minimum (4.2)

· availability of system statistics (excluding maintenance which is planned) (5.1)

· availability of speech recordings(5.2)

· availability of summary information (5.3)

· procedures for P1 cards, ORS plans etc are followed (6.1)

· responses to priority messages (6.2)

· database maintenance (6.3)

· evacuation procedures (7.1)

· fault reporting and action (8.1)

· training Programmes (9.1)

· recruitment and selection (9.2)

· sickness monitoring (10.1)

· staffing levels (10.2)

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

2.1

To ensure a prompt and efficient response is actioned to enable the appropriate emergency response to be initiated.

Call handling Audits to record that the minimum information should include detail of incident location, nature of incident etc. The amount of information sought will vary upon the nature of the incident.

100 of calls

Audit of records to measure accuracy in determining key information to ensure effective emergency response is initiated.

1.2

2.2

To give professional advice, reassurance and fire survival information to caller.

Call handling. Audits to record that advice must be appropriate to the emergency situation being notified by the caller.

100 of calls

Audit of records ensure professional conduct which does not impinge upon the prompt mobilisation of resource.

1.3

2.3

The number of occasions when operational resources are mobilised to an address significantly different to that given or approved by the caller.

Occasions when resources are mobilised to the correct address.

99.5 of calls

Incorrect mobilisations as a result of either operator or system/database error.

1.5

2.4

The number of occasions when the wrong operational resources are mobilised to an operational incident.

Occasions when the correct operational resources are mobilised to an incident.

99.5 of calls

Incorrect mobilisations as a result of either operator or system/database error.

1.6

2.5

Number of complaints received in respect of mobilising function.

Call handling audits to record no complaints.

100 of calls

Audit of records of consultation with users of the control function. to include public, HFRS and other agencies.

N/A

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

3.1

All information appertaining to the availability of operational resources will be monitored and maintained.

Call handling audits to record accuracy of information entered and maintained throughout the duration of the incident. Information being entered on to the computerised systems at the time of notification to the control.

100

Audit of records to ensure changes to the status, location and availability of appliances, equipment and operational/support personnel are maintained in a timely and accurate manner and recorded within the control.

3.1

3.2

Initiate an effective response to requests for additional support, information and resources when received from the operational environment.

Call handling audits to record that responses are effective to operational needs of the service. There will be no substantial delays in initiating responses to requests for operational resources in line with an established policy for the Control Room.

100

Audit of record systems are in place to ensure an effective response to all requests is incorporated within normal operating procedure.

3.2

Expectations

Reference

3.3

Operational communications equipment will have been provided to accord with national guidance, where available, and to meet the requirements of operational risk-assessment. Evidence will be available to justify and decision not to provide specified items of communications equipment, or to provide them on a scale other than that recommended in national guidance.

2.2

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

4.1

Initiate appropriate action to ensure fire cover and resources are optimised within a brigade's area.

Call handling audits to record compliance with Service Policy.

100

Written policy determining fire cover and support arrangements must exist and be fulfilled in order that an effective response is initiated when defined changes to the operational environment occur.

4.1

4.2

Initiate action on all occasions when staffing deficiencies may compromise operational availability of resources appliances.

Call handling audits to record compliance with Service Policy.

100

Service must have contingency arrangements, including operational cover moves to meet each eventuality. Further a structured protocol for informing senior uniformed officers must exist to ensure they are notified of changes as they impact upon a brigade's operational preparedness.

4.2

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

5.1

Where a failure of the computerised system impacts upon the inputting of incident information a structured manual system for capturing the information must exist.

Availability of a Brigades mobilising Computers. That figure to exclude any pre-determined maintenance window.

99.85

Availability to be measured. Procedures to capture and record information manually must exist and necessary forms be available.

5.2

5.2

A system for recording and maintaining all speech messages to and from the control will be available.

Availability of system. That figure to exclude programmed maintenance. All electronic speech recordings to be maintained for a period not less than three years.

99.0

An electronic means of capturing all speech transmissions will be available within the control Room and will be accessible to staff.

5.3

5.3

Summary reports of all incidents will be collated and made available to interested parties in line with existing policies.

Availability of summary information. records to be structured to meet the needs of those parties requiring the information and to be in a format determined by the intended audience.

100

Reports will be available to meet information needs of the organisation.

5.4

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

6.1

Where mobilising protocols exist for the management of site specific risks or specific incident types control room staff will initiate procedures to assist the incident commander. For example: enhanced PDA's for identified premises, PI Cards, Operational Plans)

Call handling audits to record that protocols are followed and accuracy of information. Systems and detailed information recorded to be audited on an annual basis and tested as part of on-going training and development programmes.

100

Information appertaining to defined risks within Brigades boundary and those relating to adjoining brigades will be maintained. Similarly information specific to incident types at major incidents, chemicals radiation etc will be available within the Control Room. Personnel will be responsible for ensuring appropriate action is taken to inform incident commanders and other parties of the nature of incident and interventions required to ensure effective resolution.

6.1

6.2

Control will initiate an immediate response to priority information/messages in relation to injuries to operational staff or reported near miss situations.

Call handling audits to record that responses are effective to meet the prioritised level of response including necessary notification.

100

On receipt of information concerning an accident, or related event, they will be responsible for initiating the correct response and notifying persons in accordance with a pre-defined response. A record of all activity in relation to the event will be maintained and be made available to appointed investigating staff as determined.

6.2

6.3

Control room staff will ensure all databases bolding information on site specific hazards and known risks both within the brigade's area and of adjoining brigades are maintained.

Call handling audits to record that details are correct.

· At time of audit more than 72 hours old records will be correct

· records less than 72 hours old will be correct.

100

98

6.3

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

7.1

Effective arrangements are in place should the control room fail or require evacuation.

Audits to record that fall back procedure will allow effective continuation of fire control functions.

100

See Service Procedure

7.1

7.2

7.3

7.4

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

8.1

System faults are monitored, recorded and reported for action in accordance with procedures.

Audit to record that faults are dealt with effectively.

100

Fault reporting and action process to be in place.

8.1
8.2
8.3
8.4

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

9.1

Focused training programme to be followed by all staff.

Audit of training records to show staff are receiving appropriate learning.

100

Training records to be provided and audited for control personnel.

9.1

9.2

Structural recruitment and selection process in accordance with national scheme.

Audit of personnel department show suitable process.

100

Personnel Policy to cover this attribute.

9.2

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

10.1

Absence management schemes are established to monitor and control both long and short-term sickness absences.

Audits to record effective sickness monitoring

100

Personnel Sickness Policy. Information required for short term and long sickness expressed as shifts lost due to sickness.

10.1

10.2

Management arrangements are established to minimise the number of shifts that the control room is required to function below defined staffing levels.

Audits to record occasions when staffing levels are at or above an acceptable level.

99

Brigade will have established defined arrangement for overcoming staff absences.

10.2

HFRS Reference

Attribute

Performance

Target %

Definition

CACFOA Reference

11.1

The brigade will have a policy for the provision of emergency call handling, mobilising and operational communications facilities. Arrangements will exist for the policy and provision to be reviewed regularly.

1.1

11.2

A Strategy will exist for reviewing the adequacy of procedures and equipment which support the emergency call-handling, mobilising and operational communications. This will be focused on authority and brigade policies and objectives.

1.2