Wayne County, NC

June 6th, 2015

Posted In: Facility & Operations Planning

WayneNCCLIENT: Wayne County, North Carolina

SERVICES PROVIDED: Public Safety Answering Point Assessment Study

CHALLENGE: To ensure alignment with its stated mission and current State communications standards, Wayne County was interested in determining the appropriateness of their current authorized staffing, and whether additional staff or changes to their operational configuration were necessary to meet future growth. Wayne County had concerns that their current 9-1-1 center would not be able to support additional growth. To this end, Wayne County sought professional services to review the 9-1-1 center’s current operational configuration and staffing, and their facility.

SOLUTION: Mission Critical Partners, Inc. (MCP) was retained to evaluate current 9-1-1 Center staffing and the operational configuration, and to conduct a high-level facility review. Based on the staffing analysis, MCP developed specific staffing recommendations that reflected industry best practices, and national Public Safety Answering Point (PSAP) operational and performance standards.

As part of this process, MCP reviewed extensive data to gain a firm understanding of the County’s 9-1-1 Center operations, including:

  • Organizational chain of command
  • Division of labor and span of control
  • Quality of internal and external service delivery
  • Current call processing methodologies
  • Call and incident volumes
  • Service area demographic data

MCP’s approach included:

  • Assess current staff allocation and call and incident volumes
  • Identify any existing shortages or inefficiencies
  • Determine the appropriate level and distribution of operational staff
  • Project high-level future staffing needs
  • Evaluate existing and future technology systems’ capabilities
  • Review of the current facility

KEY RESULT: Working with staff, MCP conducted background research and reviewed the current operations of the 9-1-1 Center. A facility review was conducted and recommendations developed. A comprehensive staffing analysis and facility review report will be presented to the County on-time and within budget that will present findings and recommendations for staffing, operational configurations, and the 9-1-1 area.

Joe Gurley
Wayne County Emergency Services

Download the Case Study