The Matrix Consulting Group released results regarding the Dane County 911 Center after completing a comprehensive review.
I requested this audit '¦ we wanted a fresh, objective, expert review of the system to let us know how the system is functioning,"" Kathleen Falk, Dane County executive, said in a statement.
The Public Safety Communications Center, which includes the Dane County 911 Center, implemented strategies aimed at improving employee training after mishandling a phone call from homicide victim Brittany Zimmermann.
The Matrix audit highlighted positive findings in the 911 Center report including medical and fire priority dispatch and staffing increase initiatives.
The PSCC has acted under a ten-year strategic plan since 2004. It installed a new telephone system, assigned a communications supervisor and updated the complaint review and investigation process.
However, the PSCC still faces several issues as described in the Matrix audit. According to the report, the PSCC needs to formalize its agency operations and performance training to ensure quality assurance.
According to the Matrix report, there are no formal performance management programs in effect or written directives in place governing the selection of training officers.
The PSCC has not formally surveyed any of their client agencies or Dane County citizens. It has yet to utilize medical or psychological examinations as part of their hiring process for communicators.
""Falk still has not given [the emergency communication staff] the tools and training they need to do their job,"" Nancy Mistele, Dane County executive candidate, said. ""For these serious problems to still be lingering five years after Kathleen Falk was given a road map to fix our 911 Center is inexcusable.""
Falk, on the other hand, said at a review meeting Thursday the center has made considerable strides over the years and is continuing to improve.
""I believe our center operates at a very high level,"" she said. The PSCC is in compliance with the 2004 strategic plan and will continually work to improve the 911 system, according to Falk.
