California City Selects Federal Engineering for Needs Assessment
Tuesday, April 19, 2022 | Comments

The city of Hayward, California, chose Federal Engineering (FE) to conduct a needs assessment of the Hayward Communications Center (HCC) for the local police and fire departments.

“Hayward’s 9‐1‐1 Communications Center functions as a primary public-safety answering point (PSAP) for the City of Hayward and the unincorporated Fairview area,” said Shanalee Gallagher, project manager for the city. “It provides dispatching services for police, fire, animal services, and internal calls for service to the city’s public works and utilities department, which includes water distribution and sewer services, and the maintenance department, which includes facilities management, fleet management, landscape maintenance and streets maintenance.”

The Hayward Police Department (HPD) manages the Hayward Communications Center (HCC) and handles approximately 300,000 emergency and non‐ emergency calls per year.

“In 2020, city staff worked with consultants to administer a resident survey and partnered with community members and organizations to hold conversations about public safety in Hayward,” said Gallagher. “Over 1,700 community members provided their input on public safety and policing in Hayward by participating in this community engagement project. Following the community conversations, the city convened a public-safety policy innovation workshop, leveraging the community outreach data, additional research and conversations with impacted community members. This outreach effort identified several goals including triaging calls to dispatch for both behavioral and mental health pilot programs and implementing emergency medical dispatch (EMD). Federal Engineering has been retained to help us reach these goals.”

During the project, Federal Engineering will:
• Identify dispatch needs to support pilot projects put forth in the workshops including alternative responses to behavioral health‐related calls.
• Evaluate current dispatch volume, procedures, and human and technological capacity with the goal of identifying changes to processes, structural, staffing, technological and/or training that will improve the quality of service to internal and external community members.
• Develop a long‐term plan for achieving accreditation, adapting to new trends/technologies in the dispatch field and ongoing continuous improvement.
• Recommendations will be documented as a prioritized five-year strategic plan to articulate HCC’s goals for program and service delivery, including actionable goals to achieve accreditation and for performance indicators. FE will deliver its recommendations in the “City of Hayward Communications Center Assessment and Strategic Implementation Plan Report.”

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