BUSINESS PLAN FOR OPERATIONS

Transcription

1 1 THE REGIONAL MUNICIPALITY OF YORK REPORT NO. 1 OF THE REGIONAL OPERATING COMMITTEE MEETING HELD ON MARCH 7, 2001 For Consideration by The Council of The Regional Municipality of York on March 8, 2001 Chair: Regional Councillor G. Landon Mayor T. Jones, Vice-Chair Regional Chair B. Fisch (ex-officio) Superintendent Bruce Herridge, York Regional Police Brian Hook, Manager, Emergency Measures, Corporate and Legal Services Department Brad Meekin, Acting General Manager - Emergency Medical Services John Molyneaux, Regional Fire Co-ordinator A. Wells, C.A.O. Also Present: Inspector Chris Barratt, York Regional Police Staff Present: P. Carlyle, S. Cartwright, P. Duggan, T. Greene and J. Williams The Operating Committee began its meeting at a.m. on March 7, BUSINESS PLAN FOR OPERATIONS The Operating Committee recommends: 1. The adoption of the recommendation contained in the following report, February 13, 2001, from the Chief Administrative Officer, with the addition of the following:

2 2 (a) (b) (c) Include a review of current services in the Workplan, and report back to the May, 2001 meeting of the Committee; and Revise the duties of the proposed Community Education Co-ordinator position to include co-operation with all branches of the emergency services in education; and Community Education Co-ordinator to work with other agencies, such as the public and catholic school boards in York Region, to develop education planning. 1. RECOMMENDATIONS It is recommended that: 1. The Report be received and that the Business Plan for Operations be approved and referred back to the Finance and Administration Committee. 2. PURPOSE The purpose of this report is to obtain approval from Regional Council for the 2001 Business Plan for Operations (Attachment 1). 3. BACKGROUND The Operations 2000 Budget was $454,000. The major portion of this budget was devoted to the Bell Canada charge for service. There were also smaller allocations for staff training and advertising. 3.1 Bell Canada Contract for Services The expenditure for this part of the Operations budget is based on the population of the Region. The current contract is based on 1994 population levels, which will remain in effect for Staff Training and Professional Development This portion of the budget was allocated for attendance at the annual conference of the National Emergency Number Association. This conference presents various seminars and workshops that enable Regional staff and committee members to increase their knowledge of operations, new techniques and changes to equipment, training methods and staffing.

3 3 4. ANALYSIS AND OPTIONS The 2001 Business Plan for Operations includes service charges from Bell Canada, staff training, advertising, and the addition of one FTE, a Community Education Coordinator. The budget for 2001 is $526,000, an increase of $72,000 from Bell Canada Contract for Services The current contract is based on population figures for Thus, the estimated charges for services remain at $424,000. The Region's agreement with the service provider requires an annual update of the population figure commencing in This will significantly increase the service charges. In 2002, it is estimated that service charges will be $574,000, while for 2003 the charges will increase to $592, Community Education Coordinator The Region's Chief Administrative Officer recently attended a National Emergency Number Association working group meeting and participated in a Public Education forum. He noted that all areas of comparable size and population to York Region are conducting extensive public education programs under the direction of Public Education specialists. These programs include school visits, brochures, education films, advertising and briefings to various interest groups such as senior citizens' groups and service clubs. Public Education is a key and vital component of delivery. York Region has a requirement to become more proactive in the public education area with respect to the proper use of 9-1-1, including the use of cell phones and Internet telephony to call for assistance. The Region is experiencing rapid population growth and many of our newer citizens may not be familiar with the proper use of The Community Education Coordinator will be responsible for: a. Directing public education activities for York Region by developing and executing programs to increase the public s knowledge about the purpose and proper use of b. Managing the advertising and publicity budget. c. Acting as the primary media contact for the Region on matters pertaining to d. Developing effective communications products such as press releases, brochures, press kits and newsletters. e. Keeping up-to-date with major industry activity, project milestones and progress including changes to structure that will impact citizens and require proactive education and communications planning. f. Planning, evaluating and developing a full range of products, services and events to support the Region's public education efforts in the area.

4 4 4.3 Staff Training and Professional Development Staff training and professional development for 2001 budget was increased due to the Region's vision to become more proactive in the delivery of services. This will allow staff and committee members to attend the annual conference of the National Emergency Number Association and participate in various National Emergency Number Association workshops such as the Public Safety Communications Conference, a "best practices" workshop. 5. FINANCIAL IMPLICATIONS The 2001 Business Plan for Operations represents a 16% increase over the year 2000 (Attachment 2). The majority of this increase can be attributed to the salary and benefits for the Community Education Coordinator position. Improved knowledge of the proper use of by the residents of York Region more than justifies this additional increase. 6. LOCAL MUNICIPAL IMPACT The area municipalities will benefit from this Business Plan through increased public education and awareness of citizens of the proper use of CONCLUSION The Operations Business Plan represents a proactive stance for service in York Region. It maintains the high level of response currently offered to the citizens of the Region with an increased focus on the public education component. Additionally, it allows for continued and increased staff training and professional development to enable long range planning and improvements to the service within the Region. (A copy of the attachments referred to in the foregoing has been forwarded to each Member of Council with the March 7, 2001, Operating Committee agenda and a copy thereof is on file in the Office of the Regional Clerk.) PUBLIC SAFETY COMMUNICATIONS CONFERENCE The Operating Committee recommends the adoption of the recommendations contained in the following report, January 10, 2001, from the Chief Administrative Officer, with the addition of Recommendation No. 3 as follows: 3. Staff prepare a report on the visit to the Orange County Centre.

5 5 1. RECOMMENDATIONS It is recommended that: 1. The Regional Municipality of York continue its representation at future Public Safety Communications Conferences. 2. The Regional Municipality of York include a Public Education component as an integral part of service to the residents of the Region. 2. PURPOSE The purpose of this report is to inform Council about the Public Safety Communications Conference sponsored by the National Emergency Number Association (NENA), November 6-8, BACKGROUND The purpose of the conference was to discuss current issues in operations and management with a view towards producing a series of "best practices and standards" in six critical tracks: a. Staffing/Scheduling b. Public Education c. Human Resources d. Accessibility Issues e. Contingency Planning f. Standard Operating Procedures 3.1 Attendance Approximately 200 people from over jurisdictions throughout the United States and Canada attended the conference. Attendees chose one of the six tracks and worked in that track throughout the three days of the meeting. Participants in each track were required to identify the issues that may be addressed in NENA's best management practices, prioritize the issues, and choose several issues for specific and detailed work and discussion throughout the year. Work groups were formed within each track and participants committed to producing deliverables on various schedules to be reported on at NENA's 2001 Public Safety Communications Conference. 4. ANALYSIS AND OPTIONS Over the next 12 months, as each track develops practices and policies, or reaches resolutions, they will forward them to the NENA Centre Operations Committee for review. If this Committee approves of a best practice, policy, or resolution, it will forward it

6 6 to the NENA Executive Board for final approval. NENA has not yet decided on specific end products due to the variables between and within the tracks. It is envisaged that the end products will include courses/educational material, printed products, and NENA recommended standards. These best practices or standards will then be available through the NENA Web Site for use by those jurisdictions that operate a facility. 4.1 Report on Tracks Public Education Track Attendees agreed to work on five priority issues: a. Clearinghouse list of public education material b. Public Education programs c. Basics of public education d. Wireless education e. Funding and Resources The Region's Chief Administrative Officer participated as a member of this track. It was noted that all areas of comparable size and population to York Region are conducting extensive public education programs under the direction of Public Education specialists. These programs include school visits, brochures and education films, advertising, and briefing to various interest groups such as senior citizens' groups and service clubs Contingency Plan Track This track concentrated on the issues required to develop a facility Contingency Plan. These issues were divided into two main groups - Resources and Hazards. This track will spend the next year developing a Contingency Plan format and sample plan for use by facility managers Staffing/Scheduling Track Attendees focused on two main issues. The first was the expectations, conditions and equipment that impact the staff in 9-1-1, Police, Fire and EMS Communications Centres. The second dealt with scheduling rotations. The group agreed that by understanding the factors that must be considered when planning to staff an efficient communications centre, a decision making tool could evolve which would assist managers in developing best practices for 9-1-1, Police, Fire and EMS Communications Centres. Reports on the other three tracks will be forwarded to the Committee when received. 4.2 Visit to Orange County Centre The York Region team toured the Orange County Centre. This is a new, state-of-theart two-storey building housing the Orange County Communications Centre, Police, Fire, and Ambulance Dispatch, and the Orange County Emergency Operations Centre. This tour was hosted by the Co-ordinator for Orange County. The team gained some valuable insights into the requirements for a 9-1-1/First Response Dispatch/EOC building including space requirements, layout and design of working areas, and specialized equipment

7 7 requirements. These insights can be applied if the Region decides to proceed with its own combined Communications/First Response Dispatch/EOC building. 5. FINANCIAL IMPLICATIONS Funding for this conference was included in the 2000 Budget. 6. LOCAL MUNICIPAL IMPACT There is no local municipal impact. 7. CONCLUSION The final products from this conference will provide valuable tools for Centre managers and supervisors to improve the efficiency and resiliency of their operations. The three York Region participants were each able to work within a specific track and gain valuable insight regarding the requirements for a Centre. Valuable contacts were made which will benefit the Region in its future work in the area. York Region should continue to be represented at similar conferences in the future. Public Education is a key and vital component of delivery. York Region should include a Public Education component as an integral part of service to the residents of the Region. 3 LOGO FOR YORK REGION SERVICES The Operating Committee recommends the adoption of the recommendations contained in the following report, February 13, 2001, from the Chief Administrative Officer, with the addition of Recommendations 3, 4 and 5, as follows: (3) The Acting General Manager, Emergency Medical Services, prepare a report for the next meeting on the use of the logo on ambulances. (4) Superintendent Herridge to prepare a report to the Police Services Board on the use of the logo on police vehicles. (5) The official unveiling of the logo take place on April 17, 2001, in conjunction with the York Region Public Awareness/ Emergency Communicators Appreciation Week.

8 8 1. RECOMMENDATIONS It is recommended that: 1. The Regional Municipality of York approve a logo for services as part of the Region's new Public Education policy for services. 2. The Commissioner of Corporate and Legal Services be authorized to retain a trademark agent to determine whether the above-mentioned Logo can be registered and, if so, take all steps necessary to ensure the proper registration. 2. PURPOSE The purpose of this report is to obtain approval from Regional Council for a York Region Logo (Attachment 1) and to authorize the Commissioner of Corporate and Legal Services to retain a trademark agent to take all steps necessary to ensure the proper registration of a York Region Logo. 3. BACKGROUND The Regional Municipality of York intends to take a more proactive approach towards educating the public about the proper use of During a recent National Emergency Number Association conference attended by the Chief Administrative Officer, it was noted that municipalities and counties in Canada and the United States made extensive use of unique logos in promoting their public education and advertising efforts. 4. ANALYSIS AND OPTIONS The use of a York Region Logo on public education pamphlets, brochures, and promotional material will serve to identify the Region's continued commitment to provide responsive, efficient and effective service to the citizens of York Region. Additionally, the York Region Logo could be used in conjunction with educational and promotional materials now in use by the York Regional Police, York Region Emergency Medical Services, and the fire departments of the nine area municipalities. In this latter case, the use of the York Region Logo would further emphasize and promote the important role the Region plays in the provision of fire response. 4.1 Trademark/Official Mark Registration The risk of not pursuing trademark or official mark registration is that private sector suppliers of equipment, computer hardware and software and other equipment for first response agencies could include the York Region Logo in their advertising materials. This could be misconstrued as an endorsement by the Region. A further risk is that these third parties could register these trademarks and thereby restrict the Region from using them.

9 9 5. FINANCIAL IMPLICATIONS Trademark or official mark registration requires the payment of application and registration fees and a retainer fee of the trademark agent. The estimated cost of registration will be approximately $5,000. Funds are included in the 2001 Budget. 6. LOCAL MUNICIPAL IMPACT If trademarked, the York Region Logo will be reserved for the exclusive use of The Regional Municipality of York and licensed programs of York Region, with the exception of its concurrent use with promotional material used by the fire departments in the area municipalities. 7. CONCLUSION A readily identifiable York Region Logo, coupled with an active public education program, will increase the awareness of York Region's continued commitment to efficient, effective and responsive service to its citizens. (A copy of the attachment referred to in the foregoing is included with this report and is also on file in the Office of the Regional Clerk.) 4 YORK REGION PUBLIC AWARENESS/EMERGENCY COMMUNICATORS' APPRECIATION WEEK The Operating Committee recommends the adoption of the recommendations contained in the following report, February 7, 2001, from the Chief Administrative Officer: 1. RECOMMENDATIONS It is recommended that: 1. The Operating Committee and Regional Council recognize the week of April 15, 2001 to April 21, 2001 as York Region Public Awareness/Emergency Communicators Appreciation Week. 2. That Regional staff be authorized to contact the local municipalities and ask that they proclaim the week of April 15-21, 2001 as York Region Public Awareness/Emergency Communicators Appreciation Week. 3. That Regional staff be authorized to organize events during the week of April 15-21, 2001 to launch the public awareness campaign of the Emergency Service and recognize the valuable contribution made by Emergency Communicators.

10 10 2. PURPOSE The purpose of this report is to obtain approval from Regional Council to recognize the week of April 15-21, 2001 as York Region Public Awareness/Emergency Communicators Appreciation Week. 3. BACKGROUND York Region, along with the Operating Committee, have been sponsors of the York Region Tri-Services Emergency Communicators Appreciation Week since The Region has now committed to a public education initiative to emphasize the importance of the proper use of the Emergency Service. This Public Awareness Campaign/Emergency Communicators Appreciation Week is an ideal opportunity to combine public education with recognition of the important role played by Emergency Communicators in York Region. Both the public awareness and recognition initiatives are vital components to the successful operation of the service Public Awareness Campaign York Region is proposing to take a more proactive approach in educating the public on the proper use of the emergency service. The formation of the Operating Committee of Regional Council emphasizes the Region s commitment to this key initiative. Included in this public education initiative is the development of a business plan including the hiring of a Community Education Co-ordinator, the registration of a logo, use of the logo on promotional items, and continued participation in the Safety Communication Conferences. The logo will be unveiled and promotional items distributed during the recognition week. 3.2 York Region Emergency Communicators Appreciation Week The York Region Tri-Services Emergency Communicators Appreciation Week has been in place since This week is used to both educate the public on the proper use of the Emergency Service and recognize outstanding performance in the fields of Police, Fire and EMS communications. The week features seminars with guest speakers, public displays, a dance and an awards ceremony. The award process begins with nominees being identified by colleagues throughout the year. The nominations are then reviewed by a panel of independent emergency service personnel including senior staff members to determine the award recipients. 4. ANALYSIS AND OPTIONS The proper use of the Emergency Service is critical to ensure the most effective response from public safety emergency providers by saving precious time in emergency situations. The education of all persons in the proper use of this service is one means to ensure that public safety emergency services are best able to provide appropriate response in a timely fashion.

11 11 Key to the effective launch of such an important Region-wide initiative is the assistance of the nine local municipalities. For this reason, endorsement and promotion of this initiative by local municipal councils are important. A copy of a proclamation (Attachment 1) is appended to this report for use by the nine local municipalities. On April 17, 2001, a full day of activities is planned at the Regional Administration Centre including seminars, speeches, displays, unveiling of the logo, and an awards ceremony followed by a reception. Activities will be jointly planned by the Appreciation Week Committee and Regional staff. The use of a recognition week to launch a Public Awareness Campaign is an effective means to increase public awareness of this important public service. The combination of the Public Awareness Campaign with the Emergency Communicators Appreciation Week will maximize public response to these efforts. 5. FINANCIAL IMPLICATIONS The cost associated with the inclusion of the Public Awareness Campaign is approximately $2, This cost will cover items such as awards, promotional items, invitations, and refreshments at the reception. These funds have been included in the 2001 Budget for the Operating Committee. 6. LOCAL MUNICIPAL IMPACT The nine local municipalities will benefit from the initiative through increased public education and awareness of the proper use of the Emergency Service. 7. CONCLUSION Public education plays a vital role in the proper use of the Emergency Service. The combination of the Public Awareness Campaign with the Emergency Communicators Appreciation Week provides an excellent opportunity to highlight the importance of this initiative. This report has been reviewed by the Senior Management Group. (A copy of the attachment referred to in the foregoing has been forwarded to each Member of Council with the March 7, 2001, Operating Committee agenda and a copy thereof is on file in the Office of the Regional Clerk.)

12 12 5 ONTARIO ADVISORY BOARD WIRELESS TRIAL The Operating Committee recommends the adoption of the recommendations contained in the following report, February 16, 2001, from the Chief Administrative Officer, with the addition of the following as Recommendation No. 2: (2) That an extensive media awareness package be distributed once the trial commences. 1. RECOMMENDATIONS 1. The following report be received for information by the Operating Committee. 2. PURPOSE The purpose of this report is to advise members of the Committee of the current status of the wireless trial that will involve the York Regional Police and the Toronto Police Service. The wireless trial will enhance the amount of information available to a call taker when dealing with a cellular telephone call. This enhanced information will include the call back number for the cellular telephone being used and radio tower information that will assist in locating the general geographic area where the caller is physically located at the time of the call. The location information is critical for properly routing cellular calls that occur near Steeles Avenue, which is the boundary between the City of Toronto and York Region. 3. BACKGROUND The Region of York, York Regional Police, the Ontario Association of Chiefs of Police and the Ontario Advisory Board have publicly expressed concern about the negative impact cellular telephones are having on the effectiveness of the emergency service. As a result of these concerns, the Ontario Advisory Board, after monitoring a wireless (Telus system) trial in Alberta, has asked the wireless providers in Ontario and the Canadian Radio and Television Commission (CRTC) to endorse a similar trial in Ontario. The Ontario trial would build on the positive lessons learned in Alberta and expand the scope of the trial to a multi-jurisdictional environment operating on the Bell Canada platform. The Operating Committee in York Region was first advised of this opportunity at their meeting held on June 21, 2000 at which time there was support for the initiative. The Regional Municipality of York Police Services Board endorsed involvement in the trial at their meeting of July 26, The Toronto Police Services Board also endorsed involvement in the wireless trial at their July 2000 meeting.

13 13 The York Region Fire Co-ordinator and York Region Emergency Medical Services (EMS) are aware of and will be monitoring the wireless trial opportunity as are the Bell Canada personnel responsible for the emergency service in both Toronto and York Region. The Bell Canada representative sits as a member of the committee working on the details of the trial. She has advised that the Bell Neutral Answering Service will participate in the trial in so far as processing calls destined for York Region in the same manner as is currently the case. Since the endorsement of police involvement in the wireless trial by both Police Service Boards, there have been a number of face-to-face meetings with representatives from all stakeholder groups. As of the last meeting, held on February 5, 2001, a Non-Disclosure Agreement has been formulated that meets the needs of all concerned. This document will be circulated in the coming weeks for signature by the Chair of the Police Services Board. Prior to the end of March 2001, a Memorandum of Understanding will be completed and signed which will permit more detailed work to begin on the various network upgrades and telecommunication links, which will be necessary to allow the trial to take place. This work will require the wireless carriers (Telus/Clearnet, Bell Mobility, Rogers AT&T and Microcell) to establish telecommunications links to the four Bell Canada computer systems that are responsible for the emergency telephone service. The carriers will also be making modifications to their towers within the agreed upon trial area which is bounded by York Mills Road and Wilson Avenue in Toronto to the south, Bathurst Street on the west, Bayview Avenue on the east and the King Road to the north. 4. ANALYSIS Once the Non-Disclosure Agreement has been signed by all participating stakeholders, the Memorandum of Understanding (MOU) will be finalized. The MOU will address; - trial area - trial architecture - trial location data record format and presentation - trial call answer arrangements - retention of existing call routing and call answer arrangements - responsibility for costs - trial plan - trial report - termination of the MOU - publicity and public presentation When all participants have agreed to the Memorandum of Understanding, it will take a minimum of sixty days for the wireless carriers to prepare their sites and the necessary infrastructure to connect to the Bell Canada equipment hosting the emergency telephone system. During that time, personnel at the public safety answering points (PSAPs) will be undertaking the necessary changes and training to facilitate the wireless trial. It is

14 14 anticipated that the trial will last for approximately four months with a start date sometime in June of FINANCIAL IMPLICATIONS There are no hard dollar costs associated with participation in the wireless trial. Soft costs will include time for personnel developing the various agreements and setting up the necessary training on internal call handling processes for wireless calls. 6. LOCAL MUNICIPAL IMPACT There will be no impact to the local municipalities as a result of this trial. Co-ordination between the Toronto Police Service and the York Regional Police take place at the organizational meetings of the group undertaking the trial plan and are augmented by day to day interactions as required to ensure no disruption to the quality of service currently provided. 7. CONCLUSION The increasing use of wireless devices for emergency calls and the inherent shortcomings of the existing network capabilities require attention within the wireless industry and those public safety agencies offering enhanced services. York Regional Police consider the wireless trial an excellent opportunity to enhance the safety of citizens and visitors in York Region, by improving the information made available to emergency call takers when contacted via wireless cellular telephones during emergencies. If the wireless trial is deemed successful, Bell Canada will have an opportunity to apply to the CRTC for a tariff related to the improved information flow provided through their network. The Bell Canada platform is common throughout Ontario and Quebec and would be able to be enhanced in the months following tariff approval to all communities in both provinces that currently utilize enhanced services. The success of such an initiative would also be dependent on the level of co-operation from the wireless service providers. This report has been reviewed by the Senior Management Group. 6 UPDATE COMMITTEE PROCEEDINGS The Operating Committee advises Council of the following matters having been considered by the Operating Committee with the following action:

15 15 ELECTION OF CHAIR AND VICE-CHAIR 1. The Operating Committee elected Regional Councillor G. Landon as Chair and Mayor T. Jones as Vice-Chair for the year COMMUNICATIONS The Committee received the following communications: 2. Mr. John Molyneaux, Emergency Services/Fire Chief, Town of Newmarket and Regional Fire Co-ordinator, to the Chair of the Regional Operating Committee, August 23, 2000, regarding a service contract with Bell Canada to cover printers and video screens in our the secondary PSAP s. 3. Robert B. Middaugh, Chief of Police, York Regional Police, January 26, 2001, advising of Superintendent Bruce Herridge s new responsibilities, and the appointment of Superintendent John Girvan, who will be taking over the responsibilities for York Regional Police, effective April 2, Denis Kelly, Regional Clerk, February 13, 2001 to Chief Robert B. Middaugh, York Regional Police, advising Regional Council s approval of the requested change to the Operating Committee membership. 5. Alan Wells, Chief Administrative Officer, February 23, 2001, to Members of the Operating Committee, requesting that Mr. Ted Greene, Director of Information Technology, be included as a member of the Committee. The Committee received the following communication and congratulated Chief Molyneaux on his success: 6. Mr. John Molyneaux, Emergency Services/Fire Chief, Town of Newmarket and Regional Fire Co-ordinator, to the Chair of the Regional Operating Committee, August 23, 2000, advising of successfully completing the Emergency Number Professional (ENP) examination offered by the NENA Institute. OTHER BUSINESS 7. The Committee directed that the Emergency Number Professional (ENP) examination fee for Sheryl MacPhail be paid from operating expenses. 8. B. Meekin informed the Committee that staff are looking into the option of putting a back-up cellular phone into each ambulance for the purpose of emergency communication.

16 16 9. B. Meekin to prepare a report on the Ontario Provincial government s telemedicine initiative and its possible impact on within York Region. The Operating Committee adjourned at a.m. Respectfully submitted, March 7, 2001 Newmarket, Ontario G. Landon Chair ( was adopted, without amendment, by Regional Council at its meeting on March 8, 2001.)