Office of Audit and Evaluation Director
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Office of Audit and Evaluation Director

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Office of Audit Services and Management Support MEMORANDUM To: James M. Reynolds, Fire Chief From: J. T. Sirak, CPA, Audit Program Manager Office of Audit Services and Management Support Re: Follow-Up Review of the OFD Communications Management Study (Report No. 09-01M) Date: March 4, 2009 Attached is a summary of the status of recommendations as determined from our follow-up review of the OFD Communications Management Study (Report No. 08-01M), issued March 7, 2008. Our review procedures consisted of a review of the status of the recommendations provided by the Orlando Fire Department, inquiries of management, and examination of certain documents. Our follow-up was made in accordance with generally accepted government auditing standards. The standards require that we plan and perform the audit to obtain sufficient, appropriate evidence to provide a reasonable basis for our findings and conclusions based on our audit objectives. Nine of the ten recommendations contained in the original report have been implemented. One recommendation is planned for implementation. The recommendation planned for implementation is expected to be implemented by the end of this fiscal year. We would like to thank the officials and personnel of the Orlando Fire Department affected by these recommendations for their cooperation during this follow-up review. Christopher Polke, Strategic Performance Manager, performed ...

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 Officeof Audit Services and Management Support MEMORANDUMTo: JamesM. Reynolds, Fire Chief From: J.T. Sirak, CPA, Audit Program Manager  Officeof Audit Services and Management SupportRe: Follow-UpReview of the OFD Communications Management Study (Report No. 09-01M) Date: March4, 2009 Attached is a summary of the status of recommendations as determined from our follow-up review of the OFD Communications Management Study(Report No. 08-01M), issued March 7, 2008. Our review procedures consisted of a review of the status of the recommendations provided by the Orlando Fire Department, inquiries of management, and examination of certain documents. Our follow-up was made in accordance with generally accepted government auditing standards. The standards require that we plan and perform the audit to obtain sufficient, appropriate evidence to provide a reasonable basis for our findings and conclusions based on our audit objectives. Nine of the ten recommendations contained in the original report have been implemented.One recommendation is planned for implementation.The recommendation planned for implementation is expected to be implemented by the end of this fiscal year.We would like to thank the officials and personnel of the Orlando Fire Department affected by these recommendations for their cooperation during this follow-up review. Christopher Polke, Strategic Performance Manager, performed this follow-up review. JTS/am Attachment c: HonorableBuddy Dyer, Mayor  MayanneDowns, City Attorney Byron W. Brooks, Chief Administrative Officer Rebecca W. Sutton, Chief Financial Officer Jody M. Litchford, Deputy City Attorney Robert Sorenson, Fire Deputy Chief Priscilla A. Mallory, Fire Communications Manager
REPLY ANDIMPLEMENTATIONSUMMARYFOLLOW-UPREVIEW OF THEOFDCOMMUNICATIONS MANAGEMENTSTUDYCURRENT IMPLEMENTATION #RECOMMENDATIONSRESPONSE STATUSCOMMENTSDATE AUDITEE  OFDCommunications Management should: 1. Immediatelyfill all authorized positionsConcur Implemented11/17/08 Wehired our last person on and gauge the effects of full staffing onthe implementation date. its ability to meet call taking and tacticalPosition training was dispatching workload with minimaladministered and completed supervisor assistance. (HIGH)on 2/21/09. 2. Reviewthe current and anticipatedConcur Implemented02/22/09We are rotating our ECSI’sto other shifts before sending them workload of the section and discuss with to their shift assignment.Shift Human Resources how to best configure assignments are based on the authorized number of staff for each seniority. Over-hirepositions are ECS position (level 1, 2, and 3) and currently not required as the whether “over-hire” positions are needed Division will be fully staffed on to make up for employees in training. implementation date. (HIGH) 3. Adjustthe staffing level of call takers andConcur Implemented05/05/08 Some10-Hour Shifts were dispatchers to ensure optimal balance toimplemented to beef up meet the workload and averagemanning on the weekends and processing capacity of shift employees.during the peak hours during (HIGH) theweek. 4. Frequentlymonitor changes in theConcur Implemented10/01/08 Wewill be running statistics workload pattern and make anyquarterly to determine activity necessary adjustments to the staffinglevel of phone calls and configuration by collecting and analyzingincidents and adjust schedules appropriate operational information.as needed.We are currently (HIGH) lookingat moving Supervisors to 10 hour shifts for coverage. 5. Continueto: improve its recruiting andConcur Implemented01/27/08 Wehave always tracked the screening practices; efforts to ease theemployees that have left to see transition of new hires to the ECShow we can improve our position; and tracking of employees whoprocess. Thetraining program are terminated to determine areas foris monitored closely and continued improvement in retention.meetings are held with (MEDIUM) traineesto ease their transition.
REPLY ANDIMPLEMENTATIONSUMMARYFOLLOW-UPREVIEW OF THEOFDCOMMUNICATIONS MANAGEMENTSTUDYCURRENT IMPLEMENTATION #RECOMMENDATIONSRESPONSE STATUSCOMMENTSDATE AUDITEE 6. Considerproviding increasedPartially ImplementedFiscal Year 08/09Members of the management supervision and leadership training forConcur staffhave attended the shift supervisors designed to increasefollowing classes: Basic positive interaction with staff andSupervisory Skills (City), identification of key satisfaction issues.Advanced Supervisory Skills (HIGH) (UCF),Comm Center Supervisors (APCO), Effective Leadership Skills, and Best Practices for 911 Supervisors. Plans for sending all managers to Dealing with Unacceptable Employee Behavior in 03/2009. 7. Continueto perform periodic surveys ofConcur Plannedfor FiscalYear 08/09A survey has been created, but employees. (MEDIUM)Implementation notdistributed to employees. OFD just implemented a new 911 phone system, and believe it is not the appropriate time to administer a survey during this major change in the organization. 8. Realignthe organizational chart to haveConcur Implemented07/06/08 Communications the QA Specialist position report directlyOrganizational Chart was to the Fire Communications Manager.realigned and meeting was (MEDIUM) heldwith the QA Specialist to make sure she understands the new chain of command. 9. Coordinatewith the Human ResourcesConcur Implemented12/12/08 PositionDescription was Division to develop a Positiondeveloped and forwarded to Description for the QA Specialist.HR on 12/12/08 for approval. (MEDIUM) OFDcontacted HR on 2/5/09 for an update and was told that HR management is currently reviewing the position. However,this
REPLY ANDIMPLEMENTATIONSUMMARYFOLLOW-UPREVIEW OF THEOFDCOMMUNICATIONS MANAGEMENTSTUDYCURRENT IMPLEMENTATION #RECOMMENDATIONSRESPONSE STATUSCOMMENTSDATE AUDITEE position is an ASAP position not a permanent position and they don’t usually have job/position descriptions. 10. RequestHuman Resources to update theConcur Implemented12/12/08Position Description for the Communications Assistant Position Description of the Emergency Manager was revised and Communications Assistant Manager to forwarded to HR on 12/12/08 for better define the position’s responsibility approval. OFDcontacted HR on for oversight over both the call taking 2/5/09 for an update and was and dispatch functions. (MEDIUM) told the revision has not been approved yet.