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RECC reports corrected 9-1-1 answer metrics and staffing updates; June PSAP rate above 95%
Summary
RECC leadership said an earlier reporting error understated performance; corrected ECATS reporting shows January answer rates of about 96.3% within 15 seconds (excluding abandoned calls) and a June PSAP answer rate of 95.44% within 0–15 seconds. The director also noted staffing vacancies and two recent hires.
The RECC Director told the board the center switched to a state-provided reporting system (ECATS) and discovered prior canned reports had incorrectly included abandoned calls, which made performance appear lower than it actually was. "The national standard is that we should be answering 90% of 9-1-1 calls within 0 to 15 seconds, excluding abandoned calls," the director said, and then noted that "excluding the abandoned calls, we actually answer the phone within 96.3% of the time within 15 seconds" for January.
The director reviewed June figures: total calls to the center were 25,627, of which 9-1-1 calls were 6,189; PSAP answer time for June was 95.44% within 0–15 seconds and 92.61% within 10 seconds. The director also listed staffing items: vacancies in June stood at 10, a quality assurance specialist (Glenda Ortiz) retired after more than 25 years, and two new hires (Kylie Durand and Michelle Mendez) have started or returned to RECC. The director said interviews for the QA role were in a second round with a selection expected imminently.
