Link

Social

Embed

Disable autoplay on embedded content?

Download

Download
Download Transcript


[CALL TO ORDER]

[00:00:02]

GOOD MORNING.

MY NAME IS ALISON AL ALTER, AND I'M CHAIR OF THE AUDIT AND FINANCE COMMITTEE.

I'M JOINED HERE BY MY VICE CHAIR, LESLIE POOLE.

UM, AND COUNCIL MEMBER RYAN AL ALTER ON THE DAIS COUNCIL MEMBER, UH, MCKENZIE KELLY IS VIRTUAL.

AND THEN, UM, I THINK COUNCIL MEMBER FUENTES WILL ALSO BE JOINING US VIRTUAL IT IS MAY 22ND, 2024 AT 9:32 AM AND WE'RE CONVENING IN THE CHAMBERS.

UM, WE

[Public Communication: General]

HAVE SEVERAL FOLKS SIGNED UP TO SPEAK.

UM, SO WE WILL BEGIN WITH PUBLIC COMMUNICATION, PLEASE.

OUR FIRST SPEAKER IS REMOTE, I BELIEVE.

AND YOU'RE GONNA CALL THEN AND COUNCIL MEMBER FUENTES IS HERE.

ARE YOU GONNA CALL THE SPEAKERS? ASHLEY, CAN YOU UNMUTE ON YOUR END? I THINK I'M UNMUTED.

YES, YOU ARE.

PLEASE PROCEED.

HI, UH, GOOD MORNING.

MY NAME IS ASHLEY FISHER AND I'M SPEAKING ON BEHALF OF THE TRAIL CONSERVANCY TODAY ON ITEM NUMBER FIVE, THE BRIEFING ON THE PARKS MAINTENANCE BUDGET, THE TRAIL CONSERVANCY, AND PROUD TO BE A PARTNER OF THE CITY.

WE HAVE STEPPED UP TO PROVIDE IMPORTANT MAINTENANCE AND IMPROVEMENTS TO THE BUTLER TRAIL, BUT WE KNOW THAT OTHER PARK SPACES ALSO NEED HELP.

WE ASK FOR THE CITY TO DO WHAT THEY CAN TO INCREASE THE OVERALL PARKS, MAINTENANCE, BUDGET, AND STAFF THAT PROVIDE CRUCIAL MAINTENANCE, THAT ALL, SO THAT ALL AUSTINITES CAN ENJOY, ABUNDANT AND WELL MAINTAINED PARK SPACES WITHOUT NEW MAINTENANCE DOLLARS AND POSITIONS EACH YEAR, SERVICE LEVELS FOR MAINTENANCE WILL DECREASE ACROSS THE CITY AS EXISTING POSITIONS ARE TASKED WITH MORE ACRES PER FPD.

WE THANK THE AUDEN FINANCE COMMITTEE FOR THEIR ATTENTION TO THIS ISSUE, AND WE EMPHASIZE THE NEED FOR MORE MAINTENANCE POSITIONS AND FUNDING FOR PARKS.

THANK YOU SO MUCH.

THANK YOU, MS. FISHER.

UH, NEXT SPEAKER, MARK MAY WELCOME MR. MAY.

UH, GOOD MORNING.

UH, MY NAME IS MARK MAY.

UM, I LIVE IN D FIVE AND I'M A FREQUENT USER OF THE PARK.

UM, I ALSO, UH, DONATE MY TIME TO, TO OUR PARKS, AND I'VE, UH, GIVEN MONEY TO BOTH THE TRAIL A CONSERVANCY AND, YOU KNOW, A PF TO, UH, SUPPORT OUR PARKS.

I WANTED TO TALK TO YOU TODAY TO A REQUEST THAT YOU AUDIT SOME OF YOUR BUDGET ASSUMPTIONS THAT YOU KNOW WILL IMPACT PARD FUNDING.

I KNOW OVER THE LAST FEW YEARS, WE'VE LET PARD FUNDING DROP AS WE ALL THOUGHT WE HAD THESE NON-PROFIT PARTNERS HELP FILL, FILL A GAP.

I'VE SEEN A PICTURE OF MANY OF YOU EVERY YEAR HOLDING THE BIG CHECK FROM ACL.

I THOUGHT AS YOU DID THAT THIS MONEY WENT TO OUR PARKS EACH AND EVERY YEAR.

SO MAYBE IT WAS OKAY TO NOT FILL EVERY VACANCY APART OR, OR GIVE THEM A, A BUDGET INCREASE YEAR OVER YEAR.

HOWEVER, RECENT WORK APPEARS TO CALL THIS ASSUMPTION INTO QUESTION, AND I'M ASKING YOU TO AUDIT SOME OF THESE NONPROFITS TO HELP UNDERSTAND IF THIS MODEL'S WORKING AND COMPENSATING FOR THE PARD BUDGET AND STAFFING SHORTFALLS.

I'D LIKE TO TALK ABOUT A PF AS IT'S, AS IT'S EASY TO, UH, TALK ABOUT WITHOUT ANY SLIDES.

SO EVERY YEAR WE GET THE BIG CHECK FROM ACL.

WE KNOW THIS CHECK IS COMING EVERY YEAR, AND WE HAVE A PRETTY GOOD IDEA OF HOW, HOW MUCH IT IS.

SO, AS A VOTER AND DONOR TO A PF, I EXPECT WE SHOULD HAVE A LIST OF PARK PROJECTS FUNDED EACH YEAR.

THAT'S ABOUT EQUAL TO THE CHECK FROM ACL.

AS WE ALL KNOW, MANY OF OUR PARKS ARE IN NEED OF THE BASICS, BATHROOMS, WATER SHADE.

A REVIEW OF A A PF FINANCES SHOWS IT'S NOT EVEN CLOSE TO THIS EXPECTATION.

THERE WAS $1.7 MILLION OF PARK PROJECT PERFORMED OUTSIDE ZILKER IN 2022.

THIS SHOULD HAVE AT LEAST BEEN SIX A MILLION DOLLARS BY MY, BY MY COUNT.

WHERE DID THE MONEY GO? WE NEED YOUR HELP TO ACTUALLY UNDERSTAND, BUT IT APPEARS 1.5 MILLION WENT TO, UH, SALARIES.

SO 1.7 MILLION SPENT OUTSIDE ZILKER, 1.5 MILLION IN, UH, SALARIES.

DOES THAT RAISE ANY FLAGS WITH YOU? I GUARANTEE YOU IT WILL RAISE FLAG WITH YOUR VOTERS AND WITH DONORS TO A PF.

WHERE ELSE DID, UH, THE MONEY GO? WELL, IT LOOKS LIKE IT WENT TO THE BANK.

A PF HAD $22 MILLION IN THE BANK THE SAME YEAR.

THIS IS LITERALLY YEARS OF INCOME FROM ACL THAT SHOULD HAVE BEEN SPENT IN OUR PARKS.

SO PART IS WITHERING.

OUR PARKS ARE SUFFERING.

A PF IS GETTING RICH AND SENDING ON $22 MILLION.

SO I'M ASKING YOU TO AUDIT AND FIGURE OUT WHAT'S GOING ON.

WHEN I PAID A THOUSAND DOLLARS TO ATTEND PARTY OF THE PARKS LAST YEAR AND GAVE EVEN

[00:05:01]

MORE MONEY AT PADDLES UP THE SAME NIGHT, I EXPECTED THE MONEY TO BE SPENT ON OUR PARKS AND NOT PUT IN THE BANK OR SPENT ON SALARIES.

PLEASE PERFORM AN AUDIT ON THESE NONPROFIT PARTNERS AND FIGURE OUT WHY SO MUCH MONEY IS NOT BEING SPENT ON THE PARKS BEFORE YOU FINALIZE PARD FUNDING.

THANK YOU.

THANK YOU.

NEXT SPEAKER, UH, KAYLA REESE.

GOOD MORNING.

UM, I'M KAYLA REESE.

I'M THE ADVOCACY MANAGER WITH AUSTIN PARKS FOUNDATION.

UM, AND I JUST WANTED TO THANK THE AUDIT AND FINANCE COMMITTEE FOR LOOKING AT THE MAINTENANCE NEEDS THAT PAR IS IN NEED OF RIGHT NOW.

UM, THIS IS A CRUCIAL ISSUE FOR AUSTINITES.

WE KNOW THAT THERE'S A BIG GOAL TO HAVE, UM, PARKS WITHIN WALKING DISTANCE AND MAINTAINING THOSE PARKS AND OTHER FACILITIES IS CRUCIAL FOR ALL MATES TO BE ABLE TO USE.

THE PARKLAND, UM, PART HAS BEEN TASKED WITH MAINTAINING CRUCIAL LAND WITHOUT THE SUBSEQUENT INCREASE IN FTES FOR THEIR MAINTENANCE POSITIONS.

UM, AND WE'VE ALSO OPENED A LOT MORE DEVELOPED FACILITIES LIKE PALMER, LOU, HIGHLAND DUNCAN.

THERE'S POOLS OPENING UP SOON.

UM, ALL GREAT THINGS.

UM, AND WE WANNA MAKE SURE THAT PART IS BEING SUPPORTED IN THEIR NEED TO MAINTAIN THESE NEW FACILITIES THAT ARE BEING, UH, DEVELOPED AND OPENED FOR EVERYONE'S USE WITHOUT AN INCREASE IN FTES.

WE WILL CONTINUE TO SEE A DECREASE IN SERVICE LEVELS ACROSS THE CITY, AND THAT WILL IMPACT ALL DISTRICTS, UM, NEW PARKS AND EXISTING PARKS, AS WELL AS MAINTENANCE OF LAND FOR FUTURE FACILITIES.

WE KNOW THAT ACQUIRING LAND IS CRUCIAL TO MAKE SURE THAT FUTURE GENERATIONS HAVE A GOOD PLACE TO LIVE IN AUSTIN.

UM, AND AND PART OF THAT IS ALSO MAINTAINING THAT LAND.

UM, 3, 1 1 DATA HAS SHOWN INCREASES YEAR AFTER YEAR IN CALLS FOR MORE MAINTENANCE ON PARKLAND.

SO WE WANNA MAKE SURE AND ASK Y'ALL, UM, AS THE, THE CITY COUNCIL REPRESENTATIVES TO INCREASE PARS MAINTENANCE, UH, FTES THIS YEAR.

THANK YOU AGAIN FOR LOOKING AT THIS IMPORTANT ISSUE, AND PLEASE ADD MORE FTES TO THE PARD MAINTENANCE TEAM.

THANK YOU TED SIFT.

GOOD MORNING.

THANK YOU FOR THIS OPPORTUNITY TO APPEAR.

UH, I'M, I'M HERE TO SPEAK ABOUT ITEM FIVE AS WELL, AND YOU'LL HEAR MORE FROM THE FINANCE STAFF AND MAYBE PART STAFF.

UH, BUT I'M HERE PERSONALLY AND ON BEHALF OF THE AUSTIN OUTSIDE COALITION OF FOR-PROFIT AND NON-PROFIT ORGANIZATIONS TO ADVOCATE FOR MORE PARD MAINTENANCE FUNDING.

UH, BIG KUDOS, KUDOS TO THE CITY COUNCIL AS WELL AS PARD FOR INCREASING THE, UH, SALARIES AND PAY OF PARD MAINTENANCE WORKERS FROM $12 AN HOUR TO $20 AN HOUR IN THE NE IN THE LAST DECADE, WHICH AT LEAST GETS CLOSER TO WHAT THE COST OF LIVING IS IN AUSTIN.

ALSO, BIG KUDOS TO PAR FOR ACQUIRING ALMOST 500 ACRES OF ADDITIONAL PARKLAND OVER JUST THE LAST TWO YEARS, BUT THAT REQUIRES MORE FUNDING FOR MAINTENANCE WORKERS AND MORE, MORE PARD FUNDING FOR MAINTENANCE AND OPERATIONS.

UM, PART'S CURRENT LEVEL OF MAINTENANCE MEASURED IN THEIR OWN, UH, CRITERIA IS LEVEL THREE OR FOR MOWING.

THAT'S 21 DAYS, UH, PER MOWING CYCLE.

UH, THIS ACHIEVES A RATING OF 43RD OUT OF A HUNDRED CITIES IN THE TPL PARK SCORE, AND IT HAPPENS TO, TO BE THE DAY THIS YEAR THAT THE NEW PARK SCORE FOR 2024 WILL BE ISSUED.

WE'LL SEE IF THAT'S ANY BETTER.

HOPEFULLY THE BUDGET FOR NEXT YEAR WILL INCLUDE MORE FUNDING FOR PARKS MAINTENANCE.

THANK YOU.

MIKE KANATI.

UH, DIANA PROCTOR.

GOOD MORNING.

MY NAME'S DIANA PROCTOR.

I AM AN AMATEUR ANALYST OF THE, UH, OPEN DATA BUDGET FOR THE PARKS DEPARTMENT.

I'M A BUSINESS OWNER.

I HAVE A DEGREE IN MATH, BUT I MAY SAY SOME THINGS THAT ARE NOT EXACTLY CORRECT, BUT I'M HOPING TO GIVE YOU MY UNDERSTANDING FOR MY STUDIES.

THE TRANSPORTATION DEPARTMENT, AS I UNDERSTAND IT, IS AN ENTERPRISE DEPARTMENT.

IT DOES NOT DEPEND ON THE GENERAL FUND.

THE PARD BUDGET IS A HYBRID, AS I UNDERSTAND IT.

IT RELIES ON THE GENERAL FUND, BUT IT PRODUCES REVENUE.

LIKE THE ENTERPRISE DEPARTMENT REVENUE IS DEPOSITED INTO FOUR CATEGORIES.

THE GENERAL

[00:10:01]

FUND, THE PARD CAPITAL IMPROVEMENT PROJECT FUND, THE GOLF FUND, AND PARK NONPROFITS.

FOR THIS REASON, UNDERSTANDING THE PARD BUDGET IS LIKE TRYING TO FILL A BATHTUB WHILE FOUR DRAINS ON THE BOTTOM ARE ALL OPEN.

IT'S DIFFICULT TO UNDERSTAND THE PAR BUDGET.

IT IS NOT TRANSPARENT TO THE GENERAL PUBLIC, BUT IT ALSO CREATES A SYSTEM OF INCENTIVES AND DISINCENTIVES REGARDING REVENUE.

IT'S AN AN AN ANALYTICAL COMPLICATION FOR ME, A LACK OF FISCAL TRANSPARENCY FOR THE PUBLIC, BUT IT HAS RESULTED IN MIXED MESSAGES TO PART ABOUT HOW THEY SHOULD MANAGE REVENUE STREAMS. FOR EXAMPLE, IF ACL FEST PAYS A SMALL RENTAL FEE FOR USING ZILKER PARK, OR IF TRAIL OF LIGHTS PAYS NO MAINTENANCE AND NO RENTAL FEES TO USE ZILKER PARK, IT DOESN'T IMPACT THE PARD BUDGET.

IT IS SIMPLY A LOSS OF POTENTIAL REVENUE TO THE GENERAL FUND.

PLEASE CONSIDER MAKING A SYSTEMIC STRUCTURAL CHANGE TO THE PARD ACCOUNTING PROCEDURES TO ADDRESS IT MORE LIKE AN ENTERPRISE DEPARTMENT.

IT WOULD MAKE ANALYSIS OF PARTS BUDGET SIMPLER FOR EVERYONE, AND MORE IMPORTANTLY, IT WOULD SHIFT INCENTIVES TOWARD PARTS CAPTURE OF REVENUE SOURCES, AND IT WOULD DISINCENTIVIZE SHIFTING REVENUE SOURCES TO THE PARK NONPROFITS, WHICH IS THE CURRENT MODEL, AND APPEARS TO HAVE NO CAP ON THOSE INCENTIVES.

THANK YOU, DANIEL KAMAN.

GOOD MORNING.

GOOD MORNING COMMITTEE MEMBERS.

UH, MY NAME IS DANIEL KAMAN.

I'M HERE TODAY ON BEHALF OF THE SHOAL CREEK CONSERVANCY, UH, TO ENCOURAGE YOU TO SUPPORT ADDITIONAL OPERATIONS AND MAINTENANCE FUNDING FOR THE PARKS AND RECREATION DEPARTMENT.

SHOAL CREEK RUNS THROUGH SEVERAL PARKS THROUGH NORTH AND CENTRAL AUSTIN, AND IS ONE OF THE MOST HEAVILY USED AND VISITED GREEN SPACES IN THE CITY.

AND IN ORDER TO KEEP THESE SPACES SAFE, COMFORTABLE, AND CLEAN FOR PARK AND TRAIL USERS, UH, OPERATIONS AND MAINTENANCE FUNDING IS CRITICAL.

UM, AT SHELL CREEK CONSERVANCY RIGHT NOW WE'RE IN THE PROCESS OF, UH, WE'RE CURRENTLY ADVOCATING FOR ADDITIONAL ASSETS ALONG THE TRAIL, INCLUDING BENCHES, SHADE, LIGHTING, TRASH AND RECYCLING RECEPTACLES AND PETWAY STATIONS, WHICH ARE, UM, ESPECIALLY IMPORTANT FOR THE HEALTH OF THE WATER AND THE WATER QUALITY.

UM, AND WE HAVE A LOT OF WORK THAT WE'VE DONE WITH THE CITY TO COME UP WITH ACTION PLANS TO MAKE SURE THAT SHELL CREEK MOVES TOWARDS A FISHBOWL AND SWIMMABLE CREEK.

UH, IT'S CONTACT RECREATION SAFE.

AND IN ORDER TO DO THAT, WE DO NEED ADDITIONAL, UH, PETWAY STATIONS AND DIFFERENT, UM, WAYS TO ADDRESS THE CLEANLINESS OF THE PARK.

UM, SO THESE ADDITIONAL ASSETS WILL REQUIRE ADDITIONAL OPERATIONS, MAINTENANCE, STAFF AND RESOURCES TO MAINTAIN.

THANK YOU FOR CONSIDERING THESE NEEDS, AND WE LOOK FORWARD TO FINDING SOLUTIONS MOVING FORWARD.

THANK YOU.

THANK YOU.

MIKE.

KDI, CHAIR, THAT CONCLUDES SPEAKERS.

THANK YOU.

THANK YOU TO EVERYONE WHO CAME, UH, THIS MORNING, UH, TO SPEAK WITH US ABOUT OUR, OUR PARKS, UM, AND, AND RECREATION DEPARTMENT.

UM, WE ARE GOING TO TAKE, UM, SOME OF THE ITEMS ON THIS MORNING'S AGENDA A LITTLE BIT OUT OF ORDER.

WE'RE GONNA MOVE FIRST TO, UM, APPROVE THE MINUTES, BUT WE'RE GONNA TAKE THE ACE APPOINTMENTS AT THE END, SO ITEMS TWO, UM, AND SIX, BECAUSE WE NEED TO GO INTO EXECUTIVE SESSION.

IT'S UP TO YOU GUYS, IT'S JUST THERE IF YOU NEED IT.

OKAY.

UM, WELL, WE'LL, WE'LL TAKE IT UP AT THE END AND WE CAN DECIDE IF WE NEED TO GO INTO EXECUTIVE SESSION OR NOT.

UM, THEN, UM, SO THE FIRST

[1. Approve the minutes of the Special Called Audit and Finance Committee meeting of May 10, 2024.]

ITEM WILL BE TO APPROVE THE MINUTES OF THE SPECIAL CALL AUDIT AND FINANCE MEETING OF MAY 10TH.

DO I HAVE A MOTION TO APPROVE THE MINUTES FROM COUNCIL MEMBER RYAN ALTER, SECONDED BY COUNCIL MEMBER POOLE.

UM, IF THERE ARE NO OBJECTIONS, WE WILL APPROVE THE MINUTES.

THANK YOU.

SO WE'RE GONNA COME BACK TO ITEM TWO.

SO NEXT UP IS ITEM THREE, THE CITY

[3. City Auditor Integrity Unit Fiscal Year 2024 update.]

AUDITOR INTEGRITY UNIT, FISCAL YEAR 2024.

UPDATE.

GOOD MORNING, COUNCIL MEMBERS.

MY NAME'S BRIAN MULLOY.

I REALLY APPRECIATE THE CHANCE TO SPEAK WITH YOU THIS MORNING.

I'M THE CHIEF OF INVESTIGATIONS, WHICH MEANS I OVERSEE THE INTEGRITY UNIT, AND I'LL BE DISCUSSING ALL OUR ACTIVITIES SO FAR THIS FISCAL YEAR 2024.

SPECIFICALLY WE'LL GO OVER ALLEGATION TRENDS THAT WE'VE SEEN SO FAR THIS YEAR, AND THEN INVESTIGATIONS WE'VE COMPLETED, AND THEN WHAT INVESTIGATIONS ARE ONGOING.

SO, SO FAR

[00:15:01]

THIS YEAR, WE'VE RECEIVED 184 DIFFERENT ALLEGATIONS.

UH, AT THIS POINT LAST YEAR WE WERE AT 182, SO WE'RE VERY CLOSE TO THE, THE PACE WE'RE ON LAST YEAR.

AND AS YOU CAN SEE ON THE CHART HERE, LAST YEAR WE FINISHED WITH THREE 16.

IT'S BECAUSE USUALLY IN THE SUMMER WE SEE AN UPTICK IN ALLEGATIONS PER MONTH COMING IN.

SO I FULLY EXPECT AT THE END OF THIS FISCAL YEAR, WE'LL BE ON THAT AVERAGE OF AROUND THREE 12.

WE'VE HAD FOR OVER THE LAST THREE YEARS NOW, LOOKING AT THE JURISDICTION, UH, OF WHO COULD LOOK INTO THE ALLEGATIONS THAT ARE COMING INTO OUR OFFICE.

UH, THIS YEAR WE HAD AN UPTICK.

USUALLY WE'RE RIGHT AROUND ONE THIRD WITHIN THE INTEGRITY UNIT'S, JURISDICTION OF FRAUD, WASTE, AND ABUSE, CITY CODE VIOLATIONS.

AND TWO THIRDS OUTSIDE OF OUR JURISDICTION.

WE'VE HAD A SIGNIFICANT UPTICK TO 42% WITHIN OUR JURISDICTION, LEAVING 58.

OUTSIDE OF OUR JURISDICTION.

OF THE ONES IN OUR JURISDICTION, UH, MOST FREQUENTLY REPORTED WAS ABUSE, FOLLOWED BY DECEPTION AND MISREPRESENTATION.

THAT'S A LARGER CATEGORY THAT INCLUDES FRAUD.

IF YOU'VE SEEN ANY OF OUR PREVIOUS FRAUD INVESTIGATIONS, FOLLOWED BY MISUSE AND CONFLICT OF INTEREST OF THE ALLEGATIONS THAT ARE OUTSIDE OF JURISDICTION, BY FAR THE MOST COMMON IS HR RELATED ISSUES.

THAT CAN BE GENERAL HR THINGS AS WELL AS, UH, THE, THE MORE SERIOUS HARASSMENT, DISCRIMINATION AND RETALIATION FIT INTO THAT GROUP AS WELL.

AND THEN A LITTLE BIT OF A DROPDOWN.

BUT THE NEXT MOST COMMON OUTSIDE OUR JURISDICTION ISSUE IS OPERATIONAL ISSUES, WHICH IS BASICALLY HOW DEPARTMENTS OPERATE THOSE ISSUES.

EITHER GET REFERRED TO THE DEPARTMENTS OR TO HUMAN RESOURCES DEPARTMENT.

LOOKING AT HOW PEOPLE REPORT AT OUR OFFICE, 61% OF OUR REPORTERS THIS YEAR CHOSE TO BE ANONYMOUS, AND THAT FALLS RIGHT IN LINE WITH BEST PRACTICES.

IF YOU WANNA KNOW WHAT ISSUES ARE GOING ON IN YOUR ENTITY, YOU GOTTA GIVE PEOPLE A CHANCE TO REPORT ANONYMOUSLY BECAUSE THEY USUALLY FEAR RETALIATION.

AND THAT'S WHY THE BULK OF OUR REPORTERS CHOOSE TO BE ANONYMOUS.

AND THEN YOU GOTTA GIVE PEOPLE A LOT OF DIFFERENT WAYS THAT THEY CAN REPORT TO YOU.

IF YOU WANT TO HEAR ALL THE CONCERNS THAT ARE OUT THERE.

WE TRY TO GIVE PEOPLE AN ONLINE REPORTING FORM, AN EMAIL ADDRESS AND A HOTLINE WHERE THEY CAN ALL REPORT TO US ANONYMOUSLY ON TOP OF LIKE JUST REACHING OUT DIRECTLY TO US, A PHYSICAL DROPBOX OR EVEN MAILING TO OUR OFFICE.

OF ALL THOSE AVENUES, THE ONLINE REPORTING FORM IS BY FAR THE MOST POPULAR WITH TWO THIRDS OF THE, OUR ALLEGATIONS COMING IN THAT WAY.

THE NEXT MOST COMMON IS ACTUALLY 17% USE DIRECT INVESTIGATOR CON, UH, CONTACT.

THAT'S GONNA BE AN EMAIL OR A PHONE CALL DIRECTLY TO ONE OF THE INVESTIGATORS ON THE TEAM OR MYSELF.

I ALWAYS LIKE TO CALL OUT THAT ONE BECAUSE IT SHOWS HOW MUCH TRUST THOSE INDIVIDUALS ACTUALLY HAVE IN THE TEAM.

IT'S USUALLY SOMEONE WHO'S BEEN INVOLVED IN A PRIOR INVESTIGATION OR MADE AN ALLEGATION AT SOME POINT IN THE PAST.

THEY DEVELOPED SOME TRUST IN HOW WE HANDLED IT AND HOW WE, UH, PROTECTED THEIR ANONYMITY, AND NOW THEY FEEL MORE COMFORTABLE AND THEY CONTACT US DIRECTLY.

FINALLY, THE WHISTLEBLOWER HOTLINE CAME IN AT 7%.

SO THAT WAS THE THIRD MOST COMMON AVENUE FOR PEOPLE TO REPORT TO OUR OFFICE.

NOW LOOKING AT WHERE ARE THESE ALLEGATIONS IN THE CITY IN PRIOR YEARS, I ALWAYS LIKE TO FOCUS OR NOT LIKE TO, BUT IN PRIOR YEARS, I REPORTED BASED ON PERCENTAGE OF TOTAL ALLEGATIONS.

SO YOU CAN SEE THAT COLUMN ON, UH, MY LEFT THERE ON THE SLIDE, IT'S PARKS AND RECREATION WAS AT 12%.

THEY WOULD'VE HAD THE MOST AUSTIN WATER, 9% AUSTIN ENERGY SEVEN AND TRANSPORTATION PUBLIC WORKS ALSO 7%.

NOW THAT GETS SKEWED BECAUSE DIFFERENT DEPARTMENTS ARE, HAVE VASTLY DIFFERENT NUMBER OF EMPLOYEES.

AND SO I'VE BEEN LOOKING TO HOW OTHER ENTITIES REPORT ALLEGATIONS, AND I'VE COME ACROSS THIS ALLEGATIONS PER 1000 EMPLOYEES AS A, A BENCHMARKING WAY.

AND WHEN YOU FACTOR IN THAT ALLEGATIONS PER 1000 EMPLOYEES, IT ACTUALLY CHANGES THE ENTIRE LIST.

AND SO THE DEPARTMENTS THAT ARE GETTING THE MOST ALLEGATIONS SO FAR THIS YEAR ARE ACTUALLY, IT'S HUMAN RESOURCES WITH 42 ALLEGATIONS PER 1000 EMPLOYEES, FOLLOWED BY ANIMAL SERVICES WITH 37, AND THEN BUILDING SERVICES 32, AND THEN A BIT OF A DROP DROPDOWN TO AUSTIN RESOURCE RECOVERY WITH 15.

AND IF YOU JUST WANNA SEE LIKE A COMPARISON, I RAN THOSE ALLEGATIONS PER 1000 EMPLOYEES FOR THOSE DEPARTMENTS THAT JUST REPRESENTED THE LARGEST PERCENTAGE OF ALLEGATIONS.

AND YOU CAN SEE IT REALLY DROPS DOWN TO SIX PER 1000 FOR PARKS AND REC, 10 FOR AUSTIN WATER, FIVE FOR AUSTIN ENERGY, AND NINE FOR TRANSPORTATION PUBLIC WORKS.

NOW, WHAT DOES THIS ALL MEAN? DON'T KNOW FOR SURE YET.

I'M STILL LOOKING FOR THE BEST BENCHMARK COMPARISON FOR AN ENTITY LIKE THE CITY OF AUSTIN.

UH, A LOT OF THE BENCHMARKING I'VE SEEN FOR HOW TO EVALUATE ALLEGATIONS PER 1000 EMPLOYEES IS, HAS BEEN PRIVATE SECTOR FOCUSED.

UH, BUT WE'RE DEFINITELY GONNA SHARE THESE NUMBERS WITH THE ETHICS AND COMPLIANCE OFFICER NOW THAT THE CITY HAS ONE, AND WORK WITH HIM TO FIGURE OUT WHAT THE IMPLICATIONS FOR THE CITY CAN BE AND HOW BETTER TO MEASURE IT GOING FORWARD.

ALL RIGHT, MOVING ON TO INVESTIGATIONS.

WE'VE COMPLETED SO FAR THIS YEAR.

UH, AS OF TODAY'S DATE, WE'VE COMPLETED FIVE INVESTIGATIONS.

TWO WERE SUBSTANTIATED AND RESULTED IN PUBLIC REPORTS.

TWO WERE INCONCLUSIVE AND ONE WAS UNSUBSTANTIATED.

THIS NUMBER IS A LITTLE BIT BELOW WHERE WE'RE TYPICALLY AT THIS POINT IN THE YEAR.

UH, BUT I THINK THAT'S JUST AN EBB AND FLOW OF HOW INVESTIGATIONS HAVE PLAYED OUT.

AND BY THE END OF THE YEAR, WE'LL BE AT OUR NORMAL NUMBER, WHICH IS SOMEWHERE NORTH OF 10 INVESTIGATIONS COMPLETED OF THE TWO.

THAT ISSUE, UH, UM, UH, RESULTED IN PUBLIC REPORTS BEING ISSUED.

ONE WAS AT PUBLIC HEALTH AND WAS A MISUSE CASE, AND THE OTHER ONE WAS AT FORENSIC SCIENCE DEPARTMENT.

AND THAT WAS A FRAUD AND MISUSE CASE, BOTH RESULTED IN EMPLOYEE SEPARATION.

UM, JUST GOES TO SHOW THAT THE MANAGEMENT OF EACH THESE DEPARTMENTS ARE TAKING OUR FINDINGS SERIOUSLY AND, AND TAKING, UM, THE APPROPRIATE ACCOUNTABILITY ACTION.

AND THEN I'D LIKE TO FINISH WITH WHAT, UH, INVESTIGATIONS ARE CURRENTLY ONGOING.

WE HAVE 11 OPEN INVESTIGATIONS RIGHT NOW, MAJORITY OF WHICH I THINK WILL FINISH

[00:20:01]

IN THIS FISCAL YEAR.

SO I'LL BE REPORTING ON THOSE IN NOVEMBER.

THEY'RE ACROSS SEVEN DEPARTMENTS.

AND THE MOST FREQUENT ISSUES THAT ARE POPPING UP IN, UM, IN THOSE, UH, INVESTIGATIONS ARE FRAUD, ABUSE, MISUSE, AND CONFLICTS OF INTEREST, WHICH ARE, UH, YEAR OVER YEAR THE MOST COMMON ALLEGATIONS WE'RE LOOKING INTO.

AND THEN I'M HAPPY TO TAKE ANY QUESTIONS, BUT I ALSO ALWAYS TAKE ANY OPPORTUNITY TO SHOW ANYONE WHO'S WATCHING HOW TO REPORT TO OUR OFFICE IF THEY HAVE CONCERNS ABOUT CITY OPERATIONS.

SO THERE'S A HOTLINE EMAIL AND, UH, WHERE YOU CAN FIND OUR ONLINE REPORTING FOR.

THANK YOU.

THANK YOU SO MUCH.

AND, UM, MR. MILLER, CAN YOU JUST EXPLAIN WHAT FALLS GENERALLY UNDER SOMETHING THAT FALLS UNDER THE AUDITOR AND WHAT, WHAT DOESN'T AND WHAT HAPPENS IF SOMEBODY REPORTS SOMETHING TO YOU AND IT'S NOT UNDER YOUR JURISDICTION? FOR SURE.

SO WHAT FITS UNDER OUR JURISDICTION, WE ALWAYS LIKE TO SAY FRAUD, WASTE, AND ABUSE.

UM, BUT IT'S SECTION 2 7 6 2 OF CITY CODE I SOMETIMES REFER TO AS THE CODE OF CONDUCT.

AND SO THAT'S GONNA BE A LOT OF PROHIBITIONS ABOUT WHAT CITY EMPLOYEES AND CITY OFFICIALS CAN DO.

UM, AND THEY GENERALLY ARE LIKE ABUSING YOUR POSITION, ABUSING UH, YOUR ACCESS TO, UM, UH, CITY INFORMATION FOR PERSONAL BENEFIT, MISUSING CITY RESOURCES, AGAIN FOR PERSONAL BENEFIT, CONFLICTS OF INTEREST, UM, WHEN YOU'RE MAKING A DECISION, UH, IN YOUR PUBLIC CAPACITY, UM, WHERE YOU SHOULD JUST BE THINKING ABOUT WHAT'S BEST FOR THE CITY, WHAT, WHAT ARE YOUR JOB RESPONSIBILITIES, BUT THAT DECISION IS GONNA HAVE AN ECONOMIC IMPACT TO YOU OR SOMEONE VERY CLOSE TO YOU IN YOUR LIFE.

AND THEN FRAUD HAS SEVERAL DEF OR SEVERAL SUBSET DEFINITIONS, BUT THAT'S GOING TO BE FALSIFYING CITY RECORDS, USUALLY FINANCIAL RECORDS, AND OFTEN THE PERSON DOING THAT IS DOING THAT TO BENEFIT THEMSELVES.

SO THAT'S THE CORE OF WHAT WE'RE LOOKING INTO.

AND THEN IF YOU REPORT ANYTHING TO OUR OFFICE THAT'S MORE OF AN HR CONCERN OR OPERATIONAL CONCERN, UH, WE'RE GONNA RECORD THAT IN OUR SYSTEM TO MAKE SURE IT GETS TRACKED AND COUNTED.

AND THEN WE WILL COMMUNICATE WHATEVER WAS SHARED WITH US TO THE RELEVANT PARTY IN THE CITY WHO COULD BETTER LOOK INTO IT, WHETHER IT'S THE HUMAN RESOURCE DEPARTMENT OR ANY OF THE INDIVIDUAL DEPARTMENTS.

UM, WE COULD STILL PROTECT THE ANONYMITY OF THE REPORTER IN THAT SITUATION.

WE DON'T HAVE TO SHARE THEIR NAME UNLESS THAT REPORTER TELLS US THEY'RE FINE WITH US SHARING THEIR NAME.

AND THEN THAT USUALLY HELPS WHOEVER REFERRING IT TO BETTER INVESTIGATE THAT CONCERN.

GREAT.

THANK YOU MR. MALLOY.

COLLEAGUES.

ANY QUESTIONS? COUNCIL MEMBER KELLY.

THANK YOU.

AND THANK YOU SO MUCH FOR THAT REALLY IMPORTANT PRESENTATION.

UM, I'M JUST WONDERING IF YOU KNOW THE TIMELINE FOR COMPLETING ANY ONGOING INVESTIGATIONS AND ISSUING SUBSEQUENT REPORTS? UH, REALLY HARD TO, UM, GUARANTEE A TIMELINE.

UM, JUST BECAUSE WHEN YOU THINK AN INVESTIGATION'S DONE, SOMEBODY BRINGS SOME NEW INFORMATION TO THE TABLE, OFTENTIMES IT'S THE SUBJECT, UM, TRYING TO SHARE SOME INFORMATION THAT THEY MIGHT FIND AS EXCULPATORY AT THE LAST MOMENT, THEN YOU HAVE TO VET ALL THAT.

UM, BUT WE SHOULD BE PUBLISHING, I CAN TELL YOU WE ARE ON A REPORTING TIMELINE FOR OUR NEXT REPORT TO COME OUT LATER THIS MONTH.

WE JUST NEED THE DEPARTMENT TO WRITE THE DEPARTMENT RESPONSE.

ONCE THEY GIVE IT TO US, WE'LL SEND THAT, UH, EMAIL THAT WE ALWAYS SEND TO MAYOR AND COUNCIL, SO YOU GUYS SEE IT FIRST AND THEN WE'LL PUBLISH IT THE NEXT DAY.

AND IF ALL GOES WELL WITH, WITH THE DEPARTMENT OF RESPONSE, WE'LL BE PUBLISHING IT THE LAST DAY OF THIS MONTH.

THANK YOU VERY MUCH, COLLEAGUES.

ANY OTHER QUESTIONS? UM, THANK YOU MR. MALLOY.

I APPRECIATE THE, THE ADDITIONAL SNAPSHOT LOOKING AT PER THOUSAND.

I THINK THAT'S REALLY IMPORTANT, UM, THAT WE UNDERSTAND IT, THAT IT'S NOT SIMPLY A PERCENTAGE OF, UM, THE TOTAL COMPLAINTS THAT HAPPEN, BUT ALSO A FUNCTION OF THE NUMBER, NUMBER OF PEOPLE EMPLOYED BY A DEPARTMENT.

I THINK THAT'S A REALLY IMPORTANT ADDITIONAL PERSPECTIVE FOR US TO, TO HAVE IN, IN LOOKING, UM, AND ASSESSING THE WORK THAT YOU'RE DOING.

SO THANK YOU VERY MUCH TO YOU AND YOUR UNIT.

THANK YOU.

ALL RIGHT.

SO OUR NEXT

[4. 9-1-1 Special Report to look at bulk arrival of calls into the 9-1-1 call center.]

ITEM IS ITEM NUMBER FOUR, WHICH IS A 9 1 1 SPECIAL REPORT THAT, UM, I, UM, INITIATED TOGETHER WITH COUNCIL MEMBER FUENTES.

AND I'LL JUST REMIND FOLKS THAT SPECIAL REPORTS ARE NOT AUDITS.

UM, THIS IS WHEN COUNCIL MEMBERS CAN ASK THE AUDITOR'S OFFICE TO LOOK INTO A PARTICULAR ISSUE FOR ABOUT 40 HOURS WORTH OF, OF WORK, UM, FOR SOMETHING THAT WE'RE TRYING TO UNDERSTAND BETTER OR THAT WE THINK WOULD HELP A DEPARTMENT, UM, ADDRESS A CONCERN, UM, THAT WE HAVE.

UM, AND I'LL LET THE AUDITORS REPORT ON THIS BRIEFLY, AND THEN WE WILL HAVE, UM, STAFF COME UP.

UM, BUT YOU KNOW, THIS, THIS REALLY CAME OUT OF MY EXPERIENCE IN FEBRUARY OF 2023, UM, WHEN I WAITED ONLINE FOR 28 MINUTES FOR 9 1 1 DURING A STREET RACING, UM, INCIDENT, AND BEGAN TO TRY TO UNDERSTAND, YOU KNOW, HOW ARE WE HANDLING WHEN WE GET, UM, SITUATIONS WHERE OUR NINE ONE ONE CALL CENTER HAS TOO MANY CALLS COMING IN AT ONCE.

WE ALL KNOW THAT THERE'S CELL PHONES EVERYWHERE, AND SOMETIMES WE DO GET THESE SITUATIONS.

UM, I WANTED TO UNDERSTAND WHAT WE WERE DOING AND KIND OF WHAT, WHAT HAPPENS IF SOMEONE'S TRYING TO CALL EMS AT THE SAME TIME THIS IS GOING ON, ET CETERA.

UM, SO PLEASE GO AHEAD FROM THE AUDITOR'S OFFICE.

[00:25:02]

ALL RIGHT, GOOD MORNING.

UH, MY NAME IS FRANCIS RILEY AND I WAS THE AUDITOR IN CHARGE FOR THIS SPECIAL REQUEST.

UM, WE SOUGHT TO ANSWER FOUR QUESTIONS.

UM, SO FIRST, HOW OFTEN DOES AUSTIN 9 1 1 EXPERIENCE HIGH DEMAND? UM, WHAT ACTIONS DOES AUSTIN HAVE IN PLACE TO RESPOND TO HIGH DEMAND? WHAT ACTIONS DO OTHER CITIES AND COMMUNICATION CENTERS USE TO SCALE OPERATIONS AND ADJUST TO MEET HIGH CAPACITY OR HIGH DEMAND? UM, AND, UH, HOW DO HIGH DEMAND EVENTS IMPACT WAIT TIMES FOR CALLERS? SO TO ANSWER THAT FIRST QUESTION, UM, HOW OFTEN DOES AUSTIN 9 1 1 OPERATIONS EXPERIENCE HIGH DEMAND? UM, A PD DOES NOT HAVE A DEFINED THRESHOLD FOR HIGH DEMAND.

UM, AS SUCH, THEY DON'T TRACK DAYS OF HIGH DEMAND.

UM, SO OUR OFFICE ANSWERED THIS QUESTION BY LOOKING AT THE AVERAGE CALL VOLUME, UM, FROM FALL OF 2021 THROUGH FALL OF 2023, AND CALCULATING A RANGE, UM, THAT WE COULD THEN CONSIDER SORT OF NORMAL.

UM, OUR DATA CAME FROM THE EMERGENCY CALL TRACKING SYSTEM, WHICH IS KNOWN AS ECAT.

UM, AND THE DATA SHOW THAT DAILY CALL VOLUMES, UH, FLUCTUATE QUITE A BIT.

UM, BUT THEY GENERALLY FALL WITHIN A RANGE THAT WE COULD CONSIDER NORMAL.

UM, AND SO ON THIS GRAPH THAT'S THE, UH, UH, BLUE LINE BETWEEN THE TWO UH, DASH GREEN LINES OR THE SORT OF NORMAL CALL VOLUMES.

UM, WE FOUND THAT THERE WERE 30 DAYS, UM, ABOVE THAT NORMAL RANGE.

SO WHEN WE ZOOM IN ON 2023, UM, YOU CAN SEE THAT VOLUMES, UH, GENERALLY INCREASED, UM, FOR THE, YOU KNOW, ROUGHLY FIRST HALF OF 2023 AND THEN STARTED TO DIP BACK DOWN.

UM, WE DID HAVE, UH, FOUR DAYS THAT WERE, UH, ESPECIALLY LARGE SPIKES IN CALL VOLUMES, UM, CALLED OUT THERE.

AND WE'LL GET TO THOSE IN, UM, A LITTLE BIT.

SO THE NEXT QUESTION IS, WHAT ACTIONS DOES AUSTIN HAVE IN PLACE TO MEET HIGH DEMAND? UM, APDS CALL TAKING AND DISPATCH PROCESS IS, UH, THE SAME REGARDLESS OF CALL VOLUME.

UH, THE BASIC PROCESS AS IT'D BE EXPERIENCED BY A CALLER IS THAT WHEN THEY CALL 9 1 1, UM, EITHER THEY GET A CALL TAKER, UM, IMMEDIATELY, OR IF THE LINES ARE BUSY, THEY'LL GET A VOICE RECORDING, UM, ASKING THEM TO PLEASE HOLD FOR THE NEXT CALL TAKER AND NOT HANG UP.

UM, ONCE THEY REACH THE CALL TAKER, UM, THE CALL TAKER WILL ASK WHICH PUBLIC SAFETY DEPARTMENT THEY NEED, UM, AND THEN START TO COLLECT, UH, INFORMATION CALLS ARE PROCESSED AND THE ORDER WHICH THEY, THEY'RE RECEIVED.

UM, AND IF A CALLER HANGS UP, UH, BEFORE REACHING A CALL TAKER, UM, THAT CALL TAKER WILL CALL THEM BACK.

UM, SOMETHING ALSO IMPORTANT FOR, UH, THIS QUESTION IS THAT A PD USES SOMETHING KNOWN AS THE LAN CALCULATOR TO ESTIMATE THE NUMBER OF CALL TAKERS THEY NEED.

UM, AND THIS IS BASICALLY BASED ON OFF OF, UM, THEIR ANTICIPATED, UH, DEMAND.

UM, AND THINGS LIKE, UH, PROCESSING TIMES FOR CALLS.

UM, A PD UH, WILL SCHEDULE ADDITIONAL CALL TAKERS FOR, UH, PREDICTED DAYS AND TIMES OF HIGH DEMAND.

UM, AND THEN FOR THE, UM, UNPREDICTED, UH, TIMES, UH, A PD CAN USE, UH, EITHER VOLUNTARY OR MANDATORY OVER TIME.

SO THE NEXT PART OF OUR, UM, SPECIAL REQUEST LOOKED AT WHAT OTHER CITIES AND COMMUNICATION CENTERS USE TO SCALE OPERATIONS.

UM, WE LOOKED AT SOME, UH, COMPARABLE CITIES, SO HOUSTON, DALLAS, SAN ANTONIO, FORT WORTH, DENVER AND PORTLAND.

UM, AND, AND LOOKED AT WHAT THEY USE ALL, UH, CITIES INCLUDING AUSTIN, UM, USE OVERTIME.

UM, SOME OF THE OTHER STRATEGIES WE FOUND WERE USING ABRIDGED CALL, TAKING SCRIPTS, UM, TRANSFERRING NON-EMERGENCY CALLS.

UM, SO FOR INSTANCE, UH, PORTLAND WILL TRANSFER, UH, TRANSFER LESS, UH, SEVERE

[00:30:02]

EMS CALLS TO A THIRD PARTY, UH, AMBULANCE COMPANY, UM, AND THEN USING AI FOR EMERGENCY PURPOSES.

UM, AND THIS IS REALLY AN EMERGING AREA.

UM, AND SO THERE'S NOT A LOT OF EXAMPLES OF CITIES, UM, USING THIS, UM, FULLY, I GUESS THERE, IT'S REALLY EXPLORATORY AT THIS POINT.

SO IN ONE EXAMPLE THOUGH, UH, DENVER, UH, IS LOOKING AT A WAY THAT THEY CAN USE, UM, AI TO, UM, CREATE A GEOFENCE AROUND AN INCIDENT AND THEN, UM, AUTOMATICALLY NOTIFY CALLERS FROM WITHIN THAT GEOFENCED AREA, UM, THAT THEY'RE ALREADY AWARE OF AN ISSUE.

UM, AND WE'D ALSO LIKE TO NOTE THAT AUSTIN IS ALREADY USING, UH, LIMITED AI, UM, FOR NON-EMERGENCY CALLS.

THE LAST QUESTION, UH, WE ANSWERED WAS HOW DO, HOW, HOW DO HIGH DEMAND EVENTS, UH, AFFECT WAIT TIMES FOR CALLERS? UM, SO, UH, UNSURPRISINGLY, UH, WAIT TIMES FOR CALLERS, UH, TEND TO BE LONGER AS CALL VOLUMES INCREASE.

UM, WHEN WE LOOKED AT THE DATA FROM FALL OF 2021 TO FALL OF 2023, UM, A PD HAS BEEN BELOW THE, THE STANDARD OF 90% OF CALLS ANSWERED WITHIN 15 SECONDS OR LESS.

UM, FOR CALLERS, THIS MEANS A LONGER WAIT TO REACH A CALL TAKER.

AND, YOU KNOW, IF A UNIT IS NEEDED TO BE DISPATCHED, UH, A LONGER WAIT FOR THAT, UM, WHILE WAIT TIMES GENERALLY CORRELATED, UH, WITH CALL VOLUMES, UH, OUR SAMPLE OF SOME OF THE HIGHEST, UH, CALL VOLUME DAYS SHOWS THAT THAT'S NOT ALWAYS THE CASE.

UM, SO IN THIS EXAMPLE FROM JANUARY 1ST CALL, VOLUME WAS CONCENTRATED IN, UH, THE WEE HOURS OF THE MORNING.

SO THAT BLUE LINE IS CALL VOLUME.

UM, AND AS YOU CAN SEE, UH, THE WAIT TIMES IN ORANGE, UH, WERE CORRESPONDINGLY HIGH, UM, EARLY IN THE MORNING, BUT THEN AS, UH, CALL VOLUMES AGAIN, THAT BLUE LINE DROPPED LATER IN THE MORNING AND THROUGHOUT THE DAY, UH, WE STILL SAW, UM, PERIODIC SPIKES OF HIGH WAIT TIMES.

UM, AND FROM THE ECAT DATA, WE'RE NOT ABLE TO SEE LIKE THE NATURE OF CALLS, UM, TO HELP US UNDERSTAND WHY, UH, UH, WAIT TIMES MIGHT HAVE SPIKED AND SEE WHAT ELSE IS GOING ON, UH, FROM THAT.

UM, THE OTHER TAKEAWAY, UH, FROM THOSE FOUR HIGH VOLUME, UH, CALL DAYS, UH, WAS THAT WHILE MOST CALLS WERE ANSWERED IN, UM, YOU KNOW, PRETTY QUICKLY, UH, WITHIN THAT 15 SECONDS, UM, SO THAT THE GREEN, UH, PART OF THE BAR ON, ON THE SLIDE, UM, ALMOST A QUARTER OF CALLS TOOK TWO MINUTES OR MORE, UH, TO ANSWER.

UM, AND SO THIS, THIS EXAMPLE ON THE SCREEN IS FROM JANUARY 1ST, UM, BUT WE SAW PRETTY SIMILAR PATTERNS, UH, DISTRIBUTIONS FOR, UH, APRIL 20TH AND JUNE 17TH AS WELL.

UM, FEBRUARY 1ST WAS THE OTHER DAY WE LOOKED AT IN DEPTH, AND IT WAS AN EXCEPTION.

UH, THREE QUARTERS OF CALLS WERE ANSWERED WITHIN 15 SECONDS, AND ONLY 2% OF CALLS TOOK OVER TWO MINUTES.

UM, SO SORT OF THE, THE, BUT FOR THE, THE THREE DAYS THAT WERE SIMILAR, THE PATTERN WAS, WAS ABOUT HALF OF CALLS WERE ANSWERED IN 15 SECONDS, UM, ANOTHER QUARTER WERE ANSWERED, UM, IN 16 SECONDS TO ABOUT TWO MINUTES, AND THEN THE REMAINING QUARTER WERE ANSWERED IN, UH, OVER TWO MINUTES.

UM, AND AGAIN, WE COULDN'T SEE FROM THE ECAT DATA WHAT MIGHT ACCOUNT FOR THAT.

UM, WITH THAT, THAT'S MY PRESENTATION.

I'M HAPPY TO ANSWER ANY QUESTIONS.

AND THEN STAFF FROM A PD IS ALSO HERE.

THANK YOU, MR. RILEY.

UM, YOU KNOW, SO PART OF THE REASON THAT WE, YOU KNOW, ASKED FOR THIS REPORT, UM, WAS THAT 9 1 1 IS JUST THE MOST BASIC SERVICE THAT WE OFFER, UM, AS A GOVERNMENT.

AND, YOU KNOW, WE HAVE BEEN STRUGGLING SINCE AT LEAST 2021, UM, WITH OUR STAFFING AND OUR RESPONSE TIMES.

I KNOW IN SUMMER OF 21, I HAD A, A BUDGET AMENDMENT TO DO A COMPENSATION STUDY, YOU KNOW, TRYING TO DO THIS.

AND, AND, AND MANY OF US ON THE DIOCESE IN OUR OWN TURN HAVE BEEN TRYING TO PUSH FORWARD, UM, TO ADDRESS ISSUES.

AND SO

[00:35:01]

WE HAVE ASKED STAFF TO COME, UM, AND SPEAK TO US BOTH ABOUT, YOU KNOW, THE HIGH CALL VOLUME AND RESPONSES, BUT ALSO, UM, GIVE US A SHORT UPDATE ON, YOU KNOW, WHERE WE ARE WITH RESPECT TO STAFFING, UM, AND RESPONSE TIMES AS WELL.

SO THANK YOU, MR. RILEY.

WE'LL, WE'LL, UM, BRING YOU BACK UP IF WE, IF WE NEED YOU, MR. MILLS IS GONNA COME UP AND INTRODUCE THE POLICE STAFF.

GOOD MORNING COUNSEL.

HOW ARE Y'ALL THIS MORNING? IF BRUCE MILLS INTERIM ASSISTANT CITY MANAGER, I, I DON'T HAVE A PRESENTATION, BUT I KIND OF BUILD ON THE, THE AUDITOR'S COMMENTS AND, AND ALSO THE DATA THAT, UH, I'VE ASKED THE LIEUTENANT AND CHIEF TO PRESENT TO YOU ALL.

WE HEARD YOU LOUD AND CLEAR.

I THINK WHEN I CAME BACK OR THE BASIS, AND I CAME BACK IN MARCH LAST YEAR.

THE, UH, WE PUT A LOT OF FOCUS AT KIND OF THE POINTS YOU JUST MADE ABOUT STAFFING COMPENSATION, UH, AND WITH Y'ALL'S HELP AND, AND, UH, AND, AND THE APPROVAL PROCESS, UH, LAST BUDGET YEAR MADE A LOT OF PROGRESS WITH THE, UH, COMPENSATION SIDE AS WELL AS KIND OF A CAREER PATH THAT LIEUTENANT KNA OR CHIEF MASON CAN SPEAK TO.

AND I JUST BRIEFING THIS MORNING ON IT, THE SUCCESSES THEY'RE SEEING HAVE SEEN AND ARE CONTINUE TO SEE, UH, WITH OUR, UH, WITH OUR, NOT ONLY CALLS BEING HANDLED, BUT THE STAFFING, UH, IN BOTH 9 1 1 AND DISPATCH.

UH, THEY'LL, THEY CAN PROBABLY TELL YOU BETTER THAN I CAN, BUT I THINK, UH, RIGHT NOW THEY'RE AVERAGING THE 92, 90, 91, 90 2% AND SOMETIMES HIRE, UH, CALLS ANSWERED IN 15 SECONDS, WHICH OBVIOUSLY IS OVER OUR, OUR GOAL AND LIKE TO CONTINUE THAT.

BUT MAINLY JUST WANTED TO SAY THAT THE, UH, THE DIRECTION THAT WE RECEIVED LAST YEAR HAS TAKEN US A LONG WAYS, UH, WITH THE, WITH YOUR HELP, WITH THE, WITH THE STAFFING.

THANK YOU.

WITH, WITH ALL DUE RESPECT, WE'VE BEEN PROVIDING THIS, UM, DIRECTION FOR, FOR THREE YEARS, AND MANY OF THE STEPS WE, WE HAD TAKEN WERE, WERE INITIATED, UM, AND NEEDED TO BE, NEEDED TO BE IMPLEMENTED.

UM, GOOD MORNING.

GOOD MORNING, MA'AM.

GOOD MORNING, COUNSEL.

MY NAME IS JAMES MASON, I'M THE ASSISTANT CHIEF, ALSO HAVE LIEUTENANT LANGA, WHO'S OVER, UH, DIRECTLY OVER OUR COMMUNICATIONS, UH, UH, DIVISION.

AND I JUST WANTED TO E EXPRESS THANK YOU FOR YOUR INTEREST IN BEING ABLE TO MAKE SURE WE HAVE ADEQUATE STAFFING AS WELL AS THE ADEQUATE TOOLS TO BE ABLE TO ANSWER 9 1 1 CALLS.

UH, I JUST WANNA TAKE A BRIEF MINUTE WHILE BEFORE WE ANSWER ANY TYPE OF QUESTIONS YOU HAVE ME ABOUT THE REPORT, BUT A LOT HAS CHANGED, UH, A LOT OF GOOD THINGS, UH, STARTING WITH THE CITY MANAGER'S OFFICE, UH, COUNCIL, UH, BEING ABLE TO SUPPORT US.

AND I JUST WANT LIEUTENANT, UH, TO BE ABLE TO BRAG ABOUT OUR TEAM A LITTLE BIT, UM, FROM, FROM OUR RECRUITING TO OUR TRAINING, TO OUR INDIVIDUALS OUT THERE IN THE FIELD, BEING ABLE TO GET PEOPLE, UH, CERTIFIED AND GET THEM UP TO SPEED AND BE ABLE TO GET THEM PROPERLY TRAINED TO BE ABLE TO DO THIS JOB AND TO BE ABLE TO HELP PEOPLE.

THIS IS ULTIMATELY OUR, OUR END GOAL.

UH, BUT I JUST WANT HER TO BE ABLE TO TALK ABOUT THE NUMBERS OF WHERE WE WERE AND WHERE WE ARE NOW, AND HOW WE'VE MOVED FORWARD IN, IN A POSITIVE DIRECTION.

THANKS, CHIEF.

GOOD MORNING.

MY NAME IS MARIA CONA.

I'M THE LIEUTENANT OVER EMERGENCY COMMUNICATIONS DIVISION.

UM, EXCUSE ME, LIKE CHIEF SAID, WE'VE MADE ENORMOUS STRIDES SINCE, UH, MARCH OF LAST YEAR.

AND AS, AS FAR AS OUR STAFFING IS CONCERNED, UM, RIGHT NOW I'M SITTING AT 19 CALL TAKER VACANCIES OUT OF 104, AND WE HAVE 12 DISPATCHER VACANCIES OUTTA 75.

UH, OF NOTE, SOME OF THOSE CALL TAKER VACANCIES THAT WE HAVE ARE ONLY DUE TO MOVEMENT IN THE CAREER PROGRESSION PROGRAM.

SO THEY, THE EMPLOYEES ARE LEAVING FROM THE CALL TAKER SIDE TO, TO FURTHER THEIR CAREERS IN EMERGENCY COMMUNICATIONS, WHICH IS, IN MY OPINION, A VERY POSITIVE STEP TOWARDS MAINTAINING OUR EMPLOYEES TO KEEPING THEM IN THE DIVISION, UM, AND TO PROVIDE THEM WITH A, A GOAL, A CAREER PATH.

THEY CAN LOOK FORWARD TO BEING WITH THE DIVISION, DIVISION FOR THEIR ENTIRE CAREER.

UM, WE ARE MAINTAINING AT 90% OR ABOVE ANSWER RATE ON A CONSISTENT BASIS FOR THE LAST SEVERAL MONTHS.

UM, THAT IS, IT SHOWS BASICALLY EVERY DAY THAT I GO INTO THE OPERATIONS FLOOR, THE MORALE THAT IS IN THE BUILDING NOW, THE TIME THAT THEY GET TO TAKE BREAKS IN BETWEEN THESE EMERGENCY CALLS, UM, THEY'RE SMILING, THEY FEEL EMPOWERED, THEY FEEL, UM, VALUED.

AND I'VE SEEN SO MUCH OVER THE LAST YEAR AND A HALF THAT, UM, I WANTED TO JUST TAKE A MINUTE TO, TO, TO TALK ABOUT ALL THE SUCCESS THAT WE HAVE.

OUR RECRUITERS ARE CONSTANTLY GOING TO, UM, FAIRS.

THEY GO TO JOB FAIRS, THEY GO TO HIGH SCHOOLS, THEY GO TO ANYTHING AND EVERYTHING THAT WE'RE INVITED TO.

WE SHOW UP.

WE WANT, UM, KIDS GRADUATING FROM HIGH SCHOOL TO KNOW THAT THEY HAVE A CAREER WITH US IMMEDIATELY FROM UPON GRADUATION.

UM, WE ARE REALLY LOOKING FORWARD TO, UH, THE NEXT STEPS AS FAR AS, UM, MAINTAINING OUR A HUNDRED PERCENT STAFFING.

THAT'S, THAT'S THE GOAL, RIGHT? IS TO GET TO THAT PLACE.

[00:40:01]

UM, BUT WE HAVE MADE SO MUCH IMPROVEMENT IN THAT CATEGORY, UM, OVER THE LAST YEAR AND A HALF, UM, AND EXTREMELY PROUD OF THE EMPLOYEES AND, AND EVERYBODY ASSOCIATED WITH THE DIVISION.

THANK YOU.

UM, I, I THINK THAT ALL OF US HERE ARE, RECOGNIZE THE VALUE AND IMPORTANCE OF OUR, OUR FIRST RESPONDERS AND 9 1 1, AND, AND APPRECIATE ALL THE WORK THAT WENT IN.

AND, UM, YOU KNOW, COUNCIL ALSO TOOK MANY, MANY STEPS EVEN BEFORE MARCH OF LAST YEAR TO SET IN MOTION THESE CHANGES THAT TOOK A LONG TIME TO MAKE HAPPEN.

AND, UM, YOU KNOW, THEY'RE, THEY'RE COMING TO FRUITION BECAUSE OF YOUR WORK LIEUTENANT, UM, AND THE WORK OF YOUR STAFF.

UM, YOU KNOW, WE DID RENOVATIONS OVER THERE, UM, BUT I KNOW THAT I'VE TALKED WITH YOU MANY TIMES AND I KNOW HOW MUCH YOU CARE, CARE ABOUT YOUR STAFF.

UM, I HAVE SOME SPECIAL, SOME QUESTIONS ABOUT THE REPORT, BUT I'M GONNA LET MY COLLEAGUES, UM, SPEAK COUNCIL MEMBER FUENTES, AND THEN COUNCIL MEMBER KELLY, THANK YOU.

AND THANK YOU FOR THE PRESENTATION.

AND, UM, I'M WONDERING IF WE COULD HEAR FROM LIEUTENANT KAUNDA ABOUT ANY ADJUSTMENTS TO POLICY OR PERHAPS THE DEVELOPMENT OF A POLICY FOR WHEN WE DO HAVE A HIGH VOLUME CALL INCIDENT.

UM, JUST ANY, ANY FEEDBACK FROM RECEIVING THE, THE SPECIAL RAPPORT AND, UM, NEXT STEPS THAT THE DEPARTMENT IS .

WE'RE ALWAYS LOOKING FOR WAYS TO IMPROVE THE DIVISION, THE DEPARTMENT AS A WHOLE.

UM, THE, ONE OF THE GOOD THINGS THAT I, THAT I TOOK AWAY FROM THE AUDIT WAS THE ABILITY TO REACH OUT TO THESE OTHER, UM, COMMUNICATION CENTERS AND TALK ABOUT SOME OF THE SIMILAR, SIMILAR PROBLEMS THAT WE'RE ALL FACING.

UM, I WAS LUCKY TO SAY THAT WE'RE ACTUALLY MOVING MUCH FASTER THAN SOME OF THEM HAVE BEEN MOVING AS FAR AS STAFFING IS.

UM, WHEN WE TALK ABOUT TECHNOLOGY USE AND THINGS LIKE THAT, UM, IT'S ALWAYS AT THE FOREFRONT OF WHAT WE DO.

I THINK IT'S IMPORTANT THAT WE BALANCE THE USE OF TECHNOLOGY AND LEVERAGING IT FOR OUR BUSINESS NEED, BUT ALSO REMEMBERING THAT IT'S THE PEOPLE, IT'S THE CONNECTION THAT THE PERSON HAS ON THE LINE WITH THE NINE ONE ONE CALL TAKER.

THAT'S THE MOST IMPORTANT PART OF WHAT, WHAT MY STAFF DOES.

THAT'S AN INVAL INVALUABLE THING THAT YOU CAN'T TAKE AWAY BY THE USE OF TECHNOLOGY.

AND SO AS WE LOOK TOWARDS THE FUTURE OF LEVERAGING THESE THINGS, I THINK WE HAVE TO BALANCE THEM AND BE VERY CAREFUL ABOUT HOW WE IMPLEMENT THEM SO THAT THEY'RE IMPROVING THE CITIZEN'S EXPERIENCE WITH 9 1 1 AND NOT HINDERING IT, HINDERING IT WITH, UM, POTENTIAL DOWNFALLS FROM THEM.

YEAH, I MEAN, I, I, YOU KNOW, THIS REPORT HAS BEEN OUT FOR A FEW MONTHS NOW, AND SO I DEFINITELY WANNA SEE SOME CONSIDERATION FOR DEVELOPING A POLICY FOR WHEN WE DO HAVE THOSE HIGH VOLUME INCIDENTS.

YOU KNOW, ONE OF THE STRATEGIES THAT WE SAW FROM ONE OF THE CITIES THAT WAS, UH, REVIEWED IS THAT THE CALL TAKERS WILL ADJUST THE CALL SCRIPT, RIGHT? WHEN THERE IS LOTS OF CALLS COMING IN DURING A CERTAIN TIMEFRAME.

SO ANYTHING, YOU KNOW, TO YOUR POINT, LIKE WE JUST WANNA MAKE SURE THAT IF SOMEONE'S HAVING AN EMERGENCY, IF THERE IS AN URGENT SITUATION, THAT IMMEDIATELY SOMEONE IS PICKING UP THAT CALL WITHIN THAT FIRST 15 SECONDS.

AND SO I THINK IN KNOWING THAT THERE ARE TANGIBLE STRATEGIES OUT THERE FOR OUR DEPARTMENT TO BE CONSIDERING, THOUGH, I'M HOPING THAT WE CAN CAN MOVE TOWARDS IMPLEMENTING SOME OF THOSE RECOMMENDATIONS AND OF COURSE, HAVE ADJUSTMENTS TO, TO FIT OUR OPERATIONS AND OUR COMMUNITY, UM, WITH THAT CUSTOMIZATION.

SO CERTAINLY WITH, WE'LL BE LOOKING TO SEE, UH, WHAT UPDATES ARE MADE COME BUDGET TIME.

I WILL SAY I HAVE HAD, UM, SOME CONVERSATIONS AROUND OUR MENTAL HEALTH OPERATIONS THAT I WANNA DIG INTO AT A, AT A LATER TIME.

UM, BUT APPRECIATE THE, THE REPORT THAT WAS DONE.

AND, UM, THANK YOU, UH, COUNCIL MEMBER AL ALTER FOR, FOR LEADING ON ON THIS RUN ONE.

CAN I HAVE ONE THING TO THAT JUST SURE.

ONE THING THAT'S BEEN A A, IT'S GOING TO BE A REAL POSITIVE THING FOR US IN THE FUTURE, IS OUR PER GROUP REGRESSION PLAN IS THE FACT THAT INDIVIDUALS NOW HAVE THE OPPORTUNITY, AND LIKE ELSIE JUST TALKED ABOUT, THEY HAVE THE OPPORTUNITY TO BE DUAL TRAINED.

SO IF THE FACT THAT WE'RE GETTING A LARGE NUMBER OF 9 1 1 CALLS A SUPERVISOR, UH, ON THE, ON THE FLOOR CAN ACTUALLY RECOGNIZE THAT AND WE CAN ACTUALLY ADJUST PEOPLE TO WHERE WE NEED THEM TEMPORARILY AND THEN PUT 'EM BACK TO THEIR POSITIONS.

SO, AND THAT, THAT'S ONE THING THAT, THAT'S A POSITIVE ABOUT THE PLAN.

THAT WASN'T A, A FACTOR BECAUSE WE HAD JUST INDIVIDUAL JOBS AND NOT NOW THEY'RE, YOU KNOW, THEY CAN BE COMBINED, UH, IF THEY'RE, IF THEY'RE DUAL TRAINED, IF THEY'RE CAPABLE OF DOING THAT.

SO THAT, THAT'S BEEN, THAT'S BEEN A POSITIVE THING FOR US TO BE ABLE TO MOVE FORWARD IN, IN THE FUTURE STUFF LIKE IF HAVING, UH, IS ISSUES LIKE THAT.

SO COUNCIL MEMBER KELLY, THANK YOU AND THANK YOU CHAIR ALTER FOR LEADING ON THIS.

I KNOW THAT IT HAS BEEN A LONG AND HARD LIFT FOR US TO GET TO WHERE WE ARE TODAY.

UM, BUT I, I DO WANNA THANK THE LEADERSHIP AT A PD AS WELL AS ASSISTANT CITY MANAGER MILLS WHO ACTUALLY STARTED HIS CAREER IN THE CITY AS A DISPATCHER.

[00:45:01]

AND I THINK THAT REALLY LEANS INTO, UM, AN OVERALL KNOWLEDGE OF WHAT NEEDED TO GET DONE SO THAT WE COULD BE WHERE WE ARE TODAY.

UM, I DO HAVE A QUESTION FOR A PD THOUGH.

UM, WE TALKED A LITTLE BIT ABOUT TECHNOLOGY OR UPGRADES, UM, TO THAT, IS THERE ANYTHING THAT YOU ALL HAVE SEEN THAT WOULD ASSIST YOU BETTER, UM, OR ANY KIND OF PROCESS IMPROVEMENTS THAT ARE CURRENTLY UNDER CONSIDERATION THAT COULD HELP YOU SCALE MORE EFFECTIVELY DURING TIMES OF HIGH CALL VOLUME? I HAVEN'T SEEN ANYTHING THAT ISN'T REALLY, REALLY NEW TECHNOLOGY WISE THAT SPECIFICALLY ADDRESSES THAT.

UM, I THINK THAT THE, THAT WE'RE IN THE STAGE OF, UM, THE TECHNOLOGY COMING OUT WITH THE POTENTIAL FOR WHAT IT COULD BE, WHAT IT COULD BE USED FOR, BUT WE HAVEN'T SEEN, I HAVEN'T SEEN ANY CITIES A ACTUALLY IMPLEMENTED, UM, AS THE AUDITOR OFFICE TALKED ABOUT, THE DENVER PROJECT ISN'T SLATED UNTIL 2025.

AND IN MY CONVERSATIONS WITH THEM, UM, THEY SPECIFICALLY SAID THEY KNOW THAT THERE'S, THERE ARE GOING TO BE HICCUPS THERE.

THEY'RE, THEY'RE, THEY KNOW THAT IT MAY NOT WORK EXACTLY AS THEY THINK.

THEY DON'T REALLY KNOW WHAT IT'S GONNA LOOK LIKE AT THIS POINT.

AND I THINK THAT'S JUST KIND OF WHERE WE ARE, UM, RIGHT NOW WITH, WITH THIS AS FAR AS TECHNOLOGY GOES.

WE JUST DON'T KNOW, UM, HOW WELL IT'S GONNA WORK OR WHAT IT'S GONNA ACTUALLY DO TO HELP OUR PROCESS AT THIS POINT.

OKAY.

I GUESS THANK YOU FOR THAT.

I GUESS A FOLLOW UP WOULD BE ANY TECHNOLOGY THAT'S PROPOSED, WOULD THAT HAVE TO BE APPROVED BY CAP COG PRIOR TO US, UM, UTILIZING IT? I KNOW THAT CAME, IT, IT STARTED TO BUBBLE UP WHEN I BROUGHT FORWARD MY RESOLUTION ABOUT THE TEXT TO 9 1 1 OR, UM, THE LANGUAGE TRANSLATION IFC SEVERAL YEARS AGO.

YEAH, SO WE ARE MOVING INTO A NEW CALL HANDLING SOLUTION.

IT'S RADO VIPER THAT SHOULD BE IMPLEMENTED IN AUSTIN.

THE LATEST PROJECTIONS FOR THAT THAT I HAVE FOR OUR DEPARTMENT WILL BE SOMETIME IN SEPTEMBER.

ORIGINALLY IT WAS SLATED FOR JULY, BUT THINGS HAVE BEEN PUSHED BACK IN THE SMALLER AGENCIES, AND SO WE ARE, THEY WANNA MAKE SURE THAT IT WORKS BEFORE WE IMPLEMENT IT IN A LARGER CITY LIKE AUSTIN.

UM, ONE OF THE GOOD THINGS THAT'S COMING IS A SECONDARY SOFTWARE THAT'S BEING ADDED ON TOP OF THE NEW, UM, CALL HANDLING SOLUTION IS SOMETHING CALLED RAPID DEPLOY.

AND IT WILL HAVE A MUCH MORE ROBUST TEXT TO 9 1 1 LANGUAGE INTERPRETATION SERVICE THAN WE CURRENTLY HAVE.

SO THAT'S, THAT'S EXCITING.

AND SO WE'LL GET TO HAVE, UM, MANY MORE PEOPLE BE ABLE TO UTILIZE NO MATTER WHAT THEIR LANGUAGE IS THAT TECHNOLOGY IN THE CITY.

SO THAT IS ALSO ON THE WAY AS WELL.

THANK YOU.

DO WE KNOW IF, UH, ENTRADA VIPER OR RAPID DEPLOY HAVE ANY SORT OF ABILITY TO, UM, SCALE DURING HIGH CALL VOLUMES OR ANYTHING LIKE THAT? OR IS IT JUST, UH, UNKNOWN UNTIL WE IMPLEMENT IT? I'VE REACHED OUT TO CAP COG FOR THAT SPECIFIC QUESTION, AND I HAVEN'T GOTTEN A RESPONSE YET.

UM, I'D LIKE TO KNOW IF SOMETHING SIMILAR TO, SO THE DENVER PRODUCT IS THEIR CALL HANDLING SOLUTION.

IT'S NOT, IT'S NOT SOMETHING THAT THEY ADDED ON, IT'S THE ACTUAL, UM, CALL SOFTWARE BASICALLY.

UM, SO I'D LIKE TO SEE IF RADO EVEN HAS THAT CAPABILITY OR WHAT IT LOOKS LIKE FOR US TO EVEN BE ABLE TO UTILIZE IT.

I, I JUST DON'T KNOW.

OKAY.

WELL, UM, I'M ON THE CAP COG EXECUTIVE COMMITTEE.

I'M HAPPY TO ALSO REACH OUT AND IF I FIND OUT, I'LL, I'LL CIRCLE BACK AND LET YOU KNOW.

BUT THANK YOU SO MUCH FOR ANSWERING MY QUESTIONS AND THANK YOU FOR ALL THE HARD WORK THAT YOU AND YOUR TEAM DO ON A REGULAR BASIS DOWN THERE.

UH, ONE OF MY FAVORITE THINGS TO DO IS TO GO VISIT THE CALL TAKING FLOOR, SO I APPRECIATE Y'ALL'S HOSPITALITY WHEN I'M THERE.

THANK YOU.

AND, AND WE ALWAYS, WE'RE ALWAYS LOOKING AT NEW, NEW SOFTWARE, A NEW TYPE OF TECHNOLOGY THAT'S OUT THERE.

UH, WHAT THREE WORDS WAS NEVER, UH, IMPLEMENTED OR HADN'T BEEN IMPLEMENTED IN THE PAST.

IT IS NOW, UH, IT'S BEEN A HUGE HELP FOR OFFICERS AS WELL AS INDIVIDUALS WHEN THEY CAN'T SAY THEY'RE IN THE MIDDLE OF THE GREEN BELT, DON'T KNOW WHERE THEY ARE, WE CAN ACTUALLY FIND THEM, YOU KNOW, EITHER, YOU KNOW, THROUGH GROUND TROOPS OR THE AIR TROOPS AND STUFF LIKE THAT.

SO IT'S BEEN A HUGE, WE'RE ALWAYS LOOKING AT TECHNOLOGY TO BE ABLE TO ADVANCE US AND WE'RE, WE'RE DEFINITELY WATCHING DENVER VERY CLOSELY TO SEE WE'RE THE AI TYPE OF TOOL WILL COME INTO PLACE, NO DOUBT THAT IT'S GOING TO.

AND, UH, AS WE ALL KNOW, PROGRESS MOVES FORWARD WITHOUT US IF WE DON'T MOVE WITH IT.

SO WE'RE DEFINITELY GONNA MOVE IN THE RIGHT DIRECTION AND IMPLEMENT EVERYTHING WE CAN TO BE ABLE TO, YOU KNOW, GIVE BETTER CUSTOMER SERVICE TO EVERYBODY OUT THERE FOR THE ASSISTANCE AND OUR VISITORS OF AUSTIN.

THANK YOU.

UM, DO YOU GUYS HAVE ANY QUESTIONS BEFORE I ASK, MAAM? THANK YOU.

UM, SO I WANNA GO BACK TO THE HIGH VOLUME SITUATION.

UM, YOU KNOW, I KNOW THAT, UM, THE AUDITOR'S OFFICE DIDN'T CHOOSE THE, I THINK IT WAS FEBRUARY 20TH OF 23 WHEN WE HAD THE STREET RACING.

WE HAD THE HIGH VOLUME.

UM, IT DOESN'T LOOK FROM THE GRAPH THAT IT FELL EVEN INTO WHAT THEY CATEGORIZED AS HIGH VOLUME.

AND YOU CAN HAVE HIGH VOLUME IN ONE HOUR AND THE DAY STILL NOT BE A HIGH VOLUME DAY.

UM, IF I HAD BEEN CALLING EMS DURING THAT 30 MINUTES, I WOULD NOT HAVE BEEN ABLE TO GET THROUGH AND IF I HAD A CARDIAC

[00:50:01]

ARREST, I WOULD'VE DIED.

UM, WE HAVE GOT TO FIGURE OUT A WAY TO MAKE SURE THAT WHEN WE HAVE THESE HIGH CALL VOLUMES THAT WE, AND ESPECIALLY WHEN THEY'RE COMING FROM THE SAME INCIDENT, UM, THAT THERE ARE MECHANISMS, UM, FOR PEOPLE TO GET THROUGH TO 9 1 1, ESPECIALLY IF THEY'RE NOT CALLING ABOUT THAT INCIDENT OR TO HELP PEOPLE WHO ARE IN THOSE SITUATIONS HANG UP AND KNOW THAT WE HAVE IT UNDER CONTROL.

UM, I UNDERSTAND THAT THERE ARE ISSUES WITH, UM, THE TECHNOLOGY.

THIS IS NOT, UM, A PROBLEM THAT ONLY IMPACTS NINE ONE ONE CALL CENTERS.

THERE ARE CALL CENTERS ALL OVER THE WORLD.

THEY HAVE TO HAVE SPECIAL, YOU KNOW, PROCEDURES AND PROCESSES FOR DEALING WITH THIS BULK ARRIVAL, THIS HIGH VOLUME.

UM, I APPRECIATE, UM, I APPRECIATE THE REPORT, I APPRECIATE THE CONVERSATION.

I THINK THAT WE NEED TO MAKE SURE THAT YOU HAVE THE RESOURCES THAT YOU NEED EITHER FROM THE DATA ANALYSIS TO MAKE SURE YOU HAVE THE RIGHT DATA TO KNOW, YOU KNOW, OKAY, WHAT, WHAT HAVE BEEN OUR HIGH VOLUME CALL HOURS WHERE WE'VE BEEN SWAMPED, WHERE WE'RE GETTING, YOU KNOW, THESE REALLY LONG CALL WAITS.

YOU NEED TO HAVE THE SUPPORT SO THAT YOU CAN IMPLEMENT THE TECHNOLOGY.

IF YOU HAD SIMPLY PUT ON A MESSAGE THAT SAYS YOU'VE REACHED 9 1 1, YOU KNOW, WHATEVER THE REGULAR MESSAGE IS, AND THEN SAID, IF YOU'RE CALLING ABOUT THIS EVENT AT LAMAR AND WHATEVER, WE'RE AWARE OF IT AND WE'RE ON THE SCENE.

THAT IS, I MEAN, THAT'S SIMPLY SWITCHING A VOICEMAIL ON.

AND THEN PEOPLE HANG UP BECAUSE THEY KNOW, YOU KNOW, ABOUT SOMETHING WHERE YOU HAVE 50 PEOPLE CALLING AT ONCE, UM, WHEN YOU HAVE A STORM.

THAT WAS ANOTHER SITUATION WHERE WE KEEP HEARING FROM CONSTITUENTS THAT WHEN WE HAVE THESE BIG STORMS, 9 1 1 GETS OVERWHELMED AND THEY CAN'T CALL ABOUT THE TREE THAT'S BLOCKING THE STREET OR EVEN IF THERE'S AN ELECTRICAL POLE THEY CAN'T GET THROUGH.

UM, SO, YOU KNOW, WE NEED TO HAVE, WE NEED TO HAVE SOME PROTOCOLS FOR THESE SITUATIONS THAT DIFFER FROM OUR NORMAL SITUATIONS BECAUSE IT'S NOT JUST A PD THAT HAS TO RESPOND.

WE ARE NOT EVEN GETTING THROUGH TO BE ABLE TO BE DISPATCHED FOR EMS OR FIRE IF YOU, IF YOU CAN'T GET THROUGH TO THE CALL.

UM, AND, AND IT JUST DOESN'T SEEM LIKE WE HAVE, UM, YET LEANED IN FROM A RESOURCE PERSPECTIVE INTO GETTING YOU THE TECHNOLOGY THAT YOU NEED.

AND IT MAY BE THAT, YOU KNOW, AS POLICE OFFICERS, YOU DIDN'T GO INTO THIS BECAUSE YOU KNEW EVERYTHING ABOUT TECHNOLOGY.

WE MAY NEED TO GET, YOU KNOW, ASSISTANCE TO YOU TO RETHINK SORT OF THE TECHNOLOGY.

I'VE HAD SOME CONVERSATIONS IN THE LAST FEW DAYS THAT HAVE JUST ASTONISHED ME ABOUT WHAT OUR CAD SYSTEM IS LIKE FOR 9 1 1.

AND I HAVEN'T HAD A CHANCE TO DEEP DIVE DEEP DOWN, BUT, YOU KNOW, I'M HEARING THINGS LIKE OUR 9 1 1 FOR EMS FIRE AND POLICE.

YOU CAN'T EVEN, YOU CAN'T EVEN TRACK THAT IT'S THE SAME CALL WITHOUT DOING THAT MANUALLY, YOU KNOW, IF WE'RE SENDING ALL OF THEM.

SO THERE'S SOME REAL TECHNOLOGY NEEDS HERE, UM, THAT I THINK I WOULD ASK, UM, YOU KNOW, ASSISTANT, CITY MANAGER, MILLS TO LEAN INTO THAT, JUST LIKE YOU LEANED INTO FINISHING OFF THE PROCESS THAT WE STARTED, UM, BEFORE YOU GOT HERE TO, YOU KNOW, FIX, UM, THE PAY AND DOING THE RECRUITING AND THE OTHER OTHER PROCESSES.

AND YOU DID LEAN IN AND I WANNA THANK YOU, UM, FOR YOUR LEADERSHIP IN PUSHING THAT FORWARD.

BUT I, BUT I DO THINK IT'S IMPORTANT TO UNDERSTAND, UM, THAT MANY OF US ON COUNCIL WERE PUSHING THAT AND TRYING TO GET THAT THROUGH.

AND FROM MY PERSPECTIVE, THAT'S WHY WE FIRED THE CITY MANAGER WAS HE WASN'T TAKING THIS SERIOUSLY.

SO, UM, I DO THINK THAT, THAT WE NEED, WE NEED TO HAVE A LITTLE BIT MORE, UM, A ATTENTION HERE AND, AND I WOULD ASK, UM, ASSISTANT CITY MANAGER MILLS TO, TO WORK WITH A NINE ONE ONE CALL CENTER AND GET YOU THE RESOURCES THAT YOU NEED TO BE ABLE TO ADDRESS THIS, UM, AND, AND, AND REALLY ENCOURAGE YOU TO DO SOME MORE OF THAT DATA ANALYSIS.

BECAUSE I THINK YOU'RE GONNA FIND THAT A LOT OF THE TIMES WHEN YOU HAVE THESE REALLY HIGH VOLUME WEIGHTS, YOU HAVE THESE SHORT SPURTS OF HIGH VOLUME AND WE HAVE NO MECHANISMS, UM, TO ADDRESS THEM AND PEOPLE'S LIVES ARE AT STAKE.

SO A SYSTEM CITY MANAGER MILLS, IS THAT SOMETHING YOU CAN FOLLOW UP ON? YES.

GREAT.

WE HEAR YOU LOUD AND CLEAR AND, UH, AND, AND AGREE THAT I THINK TECHNOLOGY IS A, IT'S AN OBSTACLE.

I KNOW WE TALK ABOUT CAP COG AND, AND SOME OF THE, THE WAY THAT TECHNOLOGY HAS TO FEED INTO OUR SYSTEMS, BUT WE DO WANT TO, I I I, THE FRUSTRATION AND THE PART ABOUT, UH, YOU'RE IN THAT CENTER AND YOU KNOW THAT THE EMERGENCY IS OVER HERE WITH A MS, BUT THE, BUT THE CLOG

[00:55:01]

IN THE LINE IS OVER HERE AT 9 1 1, AND THAT'S A TECHNOLOGY.

WE'VE GOTTA FIGURE OUT HOW TO FIX THAT.

AND, AND WE ARE FOCUSED ON THAT.

THANK YOU.

AND, AND THERE ARE, YOU KNOW, THERE ARE MODELS IN THE WORLD WHERE THEY HAVE FIXED THIS AND WE MAY HAVE TO THINK OUTSIDE OF THE BOX, SO THANK YOU.

SURE.

THANK YOU FOR YOUR WORK.

THANK YOU TO YOUR STAFF, UM, WHO, WHO KEEP US SAFE EVERY DAY.

WE APPRECIATE IT.

THANK YOU.

OKAY.

UM, OUR NEXT ITEM

[5. Briefing on Parks and Recreation grounds maintenance budget, staffing, and service levels.]

IS ITEM NUMBER FIVE, WHICH IS A BRIEFING ON PARKS AND RECREATION GROUNDS, MAINTENANCE, BUDGET, STAFFING AND SERVICE LEVELS.

UM, AND I BELIEVE THAT WE HAVE ERIC NELSON FROM THE FINANCIAL SERVICES DEPARTMENT, UM, AND, AND, AND MAYBE LEANNA FROM PARD, HE'LL BE SPEAKING.

UM, THIS WORK GROWS OUT OF SOME QUESTIONS THAT WE'VE BEEN ASKING FROM MY OFFICE, UM, ABOUT PARD MAINTENANCE.

I THINK WE'VE ALL FELT THAT WE'RE NOT WHERE WE NEED TO BE, AND WE TRIED TO GET SOME NUMBERS BEHIND THAT TO UNDERSTAND WHAT OUR SERVICE LEVELS WERE.

UM, AND THE BUDGET OFFICE IN PART, UM, PUT A LOT OF WORK IN TO GET, UM, THE START OF A MODEL FOR US TO, TO GIVE IT A BETTER HANDLE ON OUR MAINTENANCE.

AND, AND, UM, SINCE WE DON'T HAVE A, AN ENVIRONMENT COMMITTEE OR A COMMITTEE FOR PARKS TO PRESENT TO, WE, WE DECIDED WE WOULD HAVE THEM PRESENT TO US.

THANK YOU.

MORNING, MORNING COUNCIL MEMBERS, ERIC NELSON, FINANCIAL SERVICES DEPARTMENT.

UM, I THINK COUNCIL MEMBER ALTER SUMMED IT UP, UH, VERY WELL.

BUT YEAH, SHE ASKED US TO LOOK INTO THE GROUNDS MAINTENANCE TEAM.

UM, I THINK WE ALL KNOW THAT WE'VE ADDED A LOT OF PARK ACREAGE TO PARS PORTFOLIO, AND WE WANTED TO SEE IF, UH, GROUND MAINTENANCE SERVICE LEVELS AND STAFFING LEVELS HAVE KEPT UP WITH THAT EXPANSION.

SO, UH, I'M JOINED TODAY BY, UH, LIANA KOVA FROM PARD, AND SHE'LL COME UP LATER TO DISCUSS, UH, PARS, UM, TARGETED SERVICE LEVELS FOR DIFFERENT LEVELS OF DEVELOPMENT IN OUR PARKS AND,