For City Council Meeting [February 13, 2024]
TO: Honorable Mayor and City Council
FROM: David Carmany, City Manager
AUTHOR: Mark P. Kling, Chief of Police
Title
Request City Council to: (1) Approve a Professional Service Agreement with Kim Turner LLC for Dispatch Consultation; (2) Approve a Purchase Order in the Amount of $174,950.00 for a Six-Month Term; and (3) Authorize the City Manager to negotiate and execute all Documents for this Agreement.
(ACTION)
Body
BACKGROUND
The Rialto Police Department operates a 24/7 emergency call center, allotted for 15 emergency dispatchers, 2 lead dispatchers, and 1 supervisor. The supervisor, 1 lead dispatcher position, and 6 emergency dispatcher positions are currently vacant. The current staffing levels, including lower salaries in the dispatch center reflect a longstanding challenge to attract, hire, train and retain competent emergency dispatchers. This problem is not specific to the Rialto Police Department; many law enforcement agencies share in the difficulty of maintaining a fully staffed communications center.
There are many factors related to the industry-side shortage of emergency dispatchers. Similar to police officers, the hiring process is arduous; requiring a deep dive into the background of the prospective dispatcher. Dispatchers are also required to pass the same polygraph, medical and psychological examinations required of police officers, per the State of California Peace Officers Standards and Training (POST), which dispatchers are certified through. Once successfully hired, a dispatcher trainee is subjected to almost one year, on average, of intensive training before they are able to satisfactorily perform required duties without guidance. While the aforementioned requirements contribute heavily to the understaffing epidemic, the stress of emergency dispatching is arguably the most significant factor. The dispatcher is the first person people speak to in an emergency when they dial 911. The dispatcher is responsible for accurately gathering the necessary information from the often-frantic caller and clearly providing this information to responding police officers, with no room for error as the stakes are often literally life and death.
The dispatch center has not been fully staffed for several years regardless of the Department’s efforts. This places an increased burden on existing dispatchers as they are forced to work longer shifts and are often forced to work overtime on their days off, including disruption of already scheduled leave time. This has led to burnout, has negatively impacted dispatcher performance and has caused several dispatchers to seek employment elsewhere. Losing a trained dispatcher to another law enforcement organization is costly and inefficient.
ANALYSIS/DISCUSSION
Staff sought remedies to the chronic shortage of staffing in the dispatch center by conferring with other law enforcement agencies and discovered that several departments utilized the consulting services of Kim Turner, LLC to significantly improve the staffing, operational efficiency, and the overall morale of their dispatch centers. San Bernardino PD, Glendale PD, Montebello PD, Santa Clara PD, and Inglewood PD all recently contracted Kim Turner, LLC to improve their dispatch staffing and function. Representatives from each agency offered stellar reviews of the consultation offered by Kim Turner, LLC. All of the agencies stated they have had great improvement in regard to hiring, retention, training and morale.
Kim Turner is a Peace Officer Standard and Training (POST) Master Instructor in the area of dispatching. She holds a master’s degree from the University of Southern California in public administration, a master’s degree from San Jose State University in criminal justice, and a bachelor’s degree in communications from Loyola Marymount University. She held supervisory, managerial, and administrator positions with the San Bernardino County Sherriff’s Department. Furthermore, Kim spent 6-years as a police officer. She is one of the most distinguished instructors in the State of California in different disciplines related to dispatching. The department currently utilizes Kim Turner, LLC by sending all dispatchers to a variety of training classes she hosts. Kim Turner, LLC has presented at chiefs and sheriffs conferences providing insight on communication centers and how to improve their overall operations.
This professional services agreement ensures Kim Turner, LLC will update and facilitate change that will greatly benefit the Rialto Police Department Dispatch center in the areas of concern mentioned above. The following is a scope of work provided by Kim Turner, LLC:
Observation
Kim Turner LLC will, through sit-along and interviews, observe the work-culture, and review operational procedures of the communications center.
Schedule Overview
Kim Turner LLC will review the current shift schedules, hours of coverage, full-time equivalent, part-time positions and make recommendations based on best practices to maximize employee efficiency.
Training
Kim Turner LLC will review the current training program and training materials. The review will include recommendations and/or implementation of methodology to include adult learning principles, mentoring, and procedures to maximize employee performance in an effort to positively influence retention. The scope also includes a revision or updating of training manuals. The last update to the department’s communication center was approximately 12-years ago.
Recruitment
Kim Turner LLC will work with the Personnel and Training Bureau to assist with recruitment recommendations to include social media assets and a recruitment video.
Team Building
The team-building program consists of two distinct components. Initially, Dr. Michelle Lilly facilitates the first part, which involves conducting an electronic assessment to understand team dynamics. This phase includes a series of virtual meetings and culminates in a comprehensive assessment. The second component of the program, conducted by Tracy Miller, occurs on-site and typically encompasses one or two meetings. The overarching goal of this team-building initiative is to enhance morale and productivity, while fostering stronger connections among employees. This, in turn, ensures better alignment with the department's mission.
Mentoring
Kim Turner, LLC will provide structured mentorship with the assigned communications center leadership team. If applicable, the mentorship is for both civilian and sworn personnel.
The 5 police departments referenced above all determined Kim Turner, LLC to be the sole source provider of dispatch consulting services listed above. Staff has worked with the City Purchasing Division and determined that this purchase is acceptable as specified under Rialto Municipal Code 2.48.280 -Sole Source Procurement by the City.
ENVIRONMENTAL IMPACT
The proposed action does not meet the definition of a project as defined by Section 15378 California Environmental Quality Act (CEQA). A “Project” means the whole of an action, which has a potential for resulting in either a direct physical change in the environment, or a reasonably foreseeable indirect physical change in the environment, and excludes the following:
1) Continuing administrative or maintenance activities, such as purchases for supplies, personnel-related actions, general policy and procedure making
2) Organizational or administrative activities of governments that will not result in direct or indirect physical changes in the environment.
GENERAL PLAN CONSISTENCY
The City of Rialto has outlined key goals and objectives relating to public safety.
Goals 5-8: Provide effective and comprehensive policing services that meet the safety needs of Rialto.
LEGAL REVIEW
The City Attorney has reviewed and supports this staff report.
FINANCIAL IMPACT
Operating Budget Impact
Currently there is a salary savings in the Communication Bureau’s Fiscal Year 2024 budget due to unfilled positions in that department. Staff will process a budget adjustment from Communication Bureau Salary Account No. 10106280 51001 to Communication Contract Services Account No. 10106280 52011, in the amount of $174,950.00, for dispatch consultation services with Kim Turner LLC.
Per Rialto Municipal Code Section: 2.48.145 a vendor disclosure form is attached.
Capital Improvement Budget Impact
There is no Capital Improvement Budget Impact.
Licensing
Prior to execution of the Purchase Order, the vendor shall submit a business license application and pay a Business License tax at the rate of $229.00, as well as Administration and State fees.
RECOMMENDATION
Staff recommends that the City Council:
(1) Approve a Professional Service Agreement with Kim Turner, LLC for dispatch consultation;
(2) Approve a Purchase Order in the amount of $174,950.00 for a six-month term; and
(3) Authorize the City Manager, or his designee, to execute all documents for this agreement.