Brentwood Moves Forward With Creating its Own Police Dispatch Center in Unanimous Vote

The Brentwood City Council voted 4-0 Tuesday night to move forward with its own police dispatch center at a cost of $2.7 million annually to operate. The council’s action now places the project will now be added to the FY2015/16 – FY2019/20 Capital Improvement Program. Implementation should be about 24-months.

The cost for construction the dispatch center is estimated at $2.6 million another $1 million is needed for the purchase of computer aided dispatch/record management system (CAD/RMS)—no impact on the budget as funds are already available ($3.4 million).

The General Fund would see an annual operating cost increase from $845,000 (Antioch’s Dispatch Contract) to $2.7 million for Brentwood to operate its own facility.

Mayor Bob Taylor said that the idea of a Brentwood Dispatch Center has been in the works since the day they built the new police department and they have saved for it since the 1990’s.

“This is an example of Brentwood having local control and doing what is best for our citizens and it also we can’t be dependent on another cities budget and political process as this is a public safety operation,” said Taylor. “The cost, while significant, are offset by a $1 million contract we have with Antioch for their services and $400k savings during the city reorganization. The $1 million in savings from Antioch will be our money and in our coffers and we will know where its going.”

Taylor also explained some of the benefits of having their own dispatch center.

“With our own dispatch center, we are better able to control our customer service issues and do diligence on our training standards,” said Taylor. “We are the fastest growing city, we are up 3 percent from last year so this is called being progressive and planning for the growth and really feel that we need to do this now so we are ahead of the curve instead of behind the curve.”

According to Police Chief Mark Evenson, Municipal Resource Group performed an analysis and created a report which provided the council information it needed to make a decision to move forward or not.

Mike Oliver, consultant, says there had been many years of planning to take over its own dispatch including charging fees for development and generated other revenue for operations of the center.

“The center will provide significant improvement to the community. As you know now the dispatchers answer Brentwood and Antioch and ask for specifics of the issue. At this point going forward with your own dispatch it would be exclusively for the city of Brentwood,” explained Oliver. “The state of the art system will bring you as current if not more current, than any other dispatch center in the State of California.”

Councilman Steve Barr asked how many dispatchers currently work in the joint dispatch center.

Oliver replied he was not sure that Antioch was fully staffed saying it was a difficult question to answer. The Chief was then asked the question.

“That is a very difficult question to answer just because it varies as far as how many they have at one time,” replied Evenson. “That goes up and down and I know they have been carrying some vacancies. I believe their staffing levels are pretty close to 10-to-12 dispatchers but again they have had openings and carrying vacancies and I know they have been down to just a couple of dispatchers at any given time and that in my opinion is fairly low for the amount of workload that is going on.

Barr asked if it ever drops below 2 dispatchers at anytime.

“I believe so, yes,” replied Evenson.

Mayor Taylor explained that he went over and spent a couple hours in the dispatch center and guarantees Councilman Barr that they said they had a tremendous amount of turnover and also were very much shorthanded and had to do a lot of overtime.

“I don’t think they are fully staffed and have not been fully staffed for a lengthy time,” said Taylor.

Barr then asked how many calls that the dispatch center receives as its anticipated that Brentwood’s dispatch is estimated to get 37,000 calls per year.

Oliver stated based off 2013 figures, the dispatch center had roughly 116,000 calls.

• Antioch had 80,000 calls
• Brentwood had 36,000 calls

Oliver stated that a major difference between the two cities were Part 1 Crime. Oliver highlighted that in 2013, Antioch had 5,800 Part 1 Crime calls versus Brentwood 1,284 calls.

“Brentwood had about one-fifth as many calls, so what that demonstrates is its not just the number of calls that come in but it’s the severity of the call that does come in,” explained Oliver. “So when you have twice as many calls that come in to the City of Antioch, of that 4-times as many are Part 1 crimes and so that is what drives the activity in the center. Any of those calls generate a great use of dispatch and police resources.”

Lisa Sullivan, consultant, stated that Part 1 Crime calls are a resource draw within any dispatch center.

Councilman Barr then asked about quality assurance elements and if Antioch currently meets the requirements—specifically performance standards accepted in the industry. He wanted to know if they had any way to measure the performance of the Antioch Dispatch Center.

“That has been an issue,” said Oliver. “I am not sure Antioch has the software to be able to give adequate and accurate information.”

Councilman Gene Clare highlighted that generally dispatch centers have high turnover due to stress and working conditions. He wanted to know if Brentwood has a plan to maintain quality dispatchers through pay or other measures.

Chief Evenson stated that they have a plan to ensure retention and creating improved working conditions.

“That is one of the great things is that retention piece and making sure this dispatch is state of the art system and technology so people want to come work and stay here. Part of what we built into budget is retention and hiring bonus. It’s not about the money, it’s also the working conditions,” said Evenson. “There are a lot of things we have been looking at.”

Sullivan noted that not every dispatch center is plagued with retention problems and that there are techniques used to prevent turnover from occurring by creating a professional dispatch center.

Mayor Taylor proclaimed this is important for Brentwood.

“This is a big deal. This is not small potatoes, this is huge for the citizen and safety of officers. It’s really going to impact the citizens where our officers are not going to be sitting on the side of the road waiting for an answer. And I am saying that very nicely,” said Taylor.

Taylor asked if the State has “standards” and do we get graded?

Oliver replied that there are certifications the city could achieve within 2-years but the city could also establish its own set of standards it could adhere to. It would become a performance management question once up and running.

According to Chief Evenson, he says the staff and officers are very supportive

he explained the staff, employees and officers are very supportive in having our own dispatch center

“All of them want it because they feel it’s going to improve services to the residents,” said Evenson. “They are very excited about it.”

During public comments, Sandra Thomas, a Brentwood resident, spoke on the importance of Brentwood having its own dispatch center. She shared her personal experience in dealing with dispatch where they did not follow protocol in sending an officer after an incident.

“My daughter and I were in a car accident where we were rear ended by a distracted driver on our way home. I was almost 3-months pregnant. I called direct emergency line for Brentwood,” explained Thomas. “When the call was answered, it felt like an eternity. When it was finally answered the dispatcher asked for the nature of the emergency I told her what happened and told her I am almost 3-months pregnant and was not sure if anyone was injured. She kept pressuring me if anyone was injured or if I can confirm the injury before she sends out an ambulance. I said I could not confirm I am in shock it just happened.”

She stated that since she could not give a physical recognition of an injury, she verified the location and dispatch they could not send an ambulance or officer to verify an accident and to exchange information and that she should turn it in to their insurance company.

“Needless to say, about an hour after the call I started having cramps and I lost our baby,” said Thomas.

She explained that later she filed a complaint and spoke to a Supervisor who reviewed tapes saying that she was filing disciplinary actions because the dispatcher did not follow Brentwoods protocol.

“We do not want to become another Antioch. I have made a few more phone calls for emergency services where I have been on hold for 10-minutes before I get a live body,” says Thomas. “Our city needs our own dispatch center… it’s the only way we can maintain the level of control and support our community needs and values the lives of our residents.”

Council Discussion

Vice Mayor Joel Bryant provided an explanation as to why he wanted Brentwood to have its own dispatch center.

Being a resident and being on hold on 9-1-1 calls for an excess of 10-minutes before I got a human voice and the stories regarding our residents who could not get through to 9-1-1 while their children lay non-responsive, being a dad, I can only imagine that the horrific situation that you were in trying to get through to get help for your kid.

I understand that the Antioch Dispatch are absolutely overwhelmed. I understand the reasons that the circumstance is what it is. At the same time, I represent every individual that lives here in Brentwood and my obligation and responsibility and my duty is to their safety. I have spent a lot of time with our officers, this is absolutely and officer safety situation. This is absolutely a public safety compromised situation; there is no question I have ridden along with our officers when it has taken in excess of a minute to get a response from dispatch regarding a license plate, who is in the car. Are they are potential extra danger or not. Do they have felonies or not. Is it a stolen vehicle or not. When you are sitting behind a vehicle for a minute, it gives that individual a minute to be able to do anything they determine to do and you are at a very severe disadvantage not knowing the information you have to have in a timely manner as a police officer.

We have some of the finest officers I’ve ever had the opportunity to work with here and the fact that they have had to do deal with the situation with dispatch for as long as they have with as little as complaining as they have made just elevates my respect for them even higher.

I’ve had people tell me that we need to fix the fire service first. Let me be very clear as I can as the sitting Board Chair of the Fire Board. The fire is a district issue that as a fire district we cover Brentwood, Oakley, Knigthsen, Byron, Discovery Bay, Bethel Island and Marsh Creek and Morgan Territory areas, this is a Brentwood issue.

The more control we have over every aspect of our safety the better in all circumstance. There is not a situation that a family wouldn’t find themselves in that if we have our own dispatch and that greatly increased level of service to our community, I know if something happened to my family, I would be willing to pay any amount personally to ensure their safety.

I have sat with family members that lost individuals in the city of Brentwood who have said they would pay any amount to get their loved one back. But we know that is not a possibility. We can literally save countless lives. We can protect our officers better. We can protect our children better, we can protect our family better we can reduce the liability of lack of communication and clearly send a message to any criminal element that comes to Brentwood that our officers are proactive and in great communication. They are on the scene. We want to be the least attractive target that we can be. With our own dispatch and control of our own dispatch we are able to do that and I think it’s an absolute injustice not to move forward with this.

Councilman Gene Clare thanked staff and the consultant for the report and presentation.

“I am in support of this measure for several reasons. Potentially saving lives by providing a quicker response and more information for our officers. I believe that will further reduce crime in our city because we can respond quicker and apprehend criminals and get them off the streets,” said Clare. “It also creates local jobs and keeps money in Brentwood along with local control.”

Clare said the city needed to take local control and take responsibility for its public safety and the quality of service. He said he is supportive of moving forward.

Councilman Steve Barr highlighted how a few years ago when they renewed the contract with Antioch they wanted better quality assurance and have any ability to monitor those calls that are answered or not answered effectively.

“We asked those questions and we tried to include in the last contract with Antioch some type of quality assurance or benchmarking that would give us a feeling that there would be improvements to the system at that time and they were resoundingly denied,” said Barr. “Currently we have no quality assurance from the City of Antioch and it leaves this city in a precarious position that this council in our last strategic planning meeting that said public safety was a priority and to not to be able to offer that assurance, it does work for me.”

Barr explained that if Brentwood had its own dispatch and it continues to be a priority they could make sure those assurances were in place.

“I don’t believe the leadership in Antioch thinks it’s a priority enough to have adequate staffing in that dispatch center or adequate equipment. And the only way we are going to get that, because we already asked, we have asked for assurances, we have asked for the upgrades and were continuously denied. I am sure along with the council and the public you have watched social media you hear the naysayers you hear what they say why we are spending so much on dispatch, well I am here to tell you it’s to improve the quality of service for the City of Brentwood,” said Barr. “It’s as simple as that. Is it expensive? Yes, its very expensive but this community expects us to make the decisions based on the quality of service and are we going to have to work at finding a way to pay for it? Yes we are. It doesn’t come easy it’s a lot of money.”

Barr further stated they had been planning for their own dispatch for a number of years and two years ago they hoped things would have improved.

“We were hoping that there would be some improvement in service and I am sad to say I don’t believe there has and I actually believe it’s gone in the other direction,” said Barr.

Vice Mayor Bryant noted that another benefit to having their own dispatch is to better respond to medical calls as officers have AED’s. He highlighted how with 3 fire stations, police officers will likely be first on scene and could help provide care much faster.

“With our own dispatch, it will only make it a better team between our fire and police services,” said Bryant.

Mayor Bob Taylor says the City takes this decision very seriously but this is about the quality of life of Brentwood residents.

“With quality of service comes quality of life,” said Taylor. “We all take this very seriously and think we have covered the topics. We are going on a course we should go on. Your always going to have naysayers no matter what we do. There is always going to be someone somewhere. Overall spectrum, I’ve not talked to someone who has said Mayor we do not need a dispatch center.”

Approved 4-0