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Thursday, January 22nd, 2009. Issue 04, Volume 13. Story Last Updated : Sep 10th. After having its customer service levels examined and compared to national standards, North County Fire Protection District (NCFPD) is taking steps to improve the level of service it provides to the community. At a special meeting held January 13, the NCFPD board discussed the results of a customer service study done and recommendations made by Citygate Associates, LLC, a consulting group that provides these services for industries such as fire protection and emergency medical. Citygate has recommended replacement of the Bonsall, Headquarters (Ivy Street) and Pala Mesa fire stations; the removal of cross-staffing in the district; the building and staffing of an additional station near Interstate 15 and Old Highway 395; and the increase of staffing throughout. The board discussed the district’s response times and weight of response and how to shorten the amount of time it takes for firefighters to reach their destination. After researching the area, Citygate found that station location and design, staffing levels and organizational practices were three obstacles that could be rectified by the district’s means. Since these obstacles may have financial impact to the district, they were separated into three areas: ones that require minimal to no cost; those that involve one-time funds; and those that would require ongoing funds.
Minimal/no-cost changes The changes recommended that carried minimal to no cost include: adopting the national response time standard of eight minutes for a response; improving the time between initial notification of an emergency and when the unit is on the road; and making sure an emergency vehicle is always available for response. NCFPD board president Ken Munson said the national response time is eight minutes, but NCFPD can take up to 15 minutes trying to respond to an emergency call because of the rural roads and the distance that must be traveled. "This is the first time the district has had a standard area to cover," Munson explained. "We are doing the best to our ability with the given parameters to achieve the adopted response time criteria." While all of the minimal to no-cost changes are already being implemented, the one-time cost changes had to be evaluated and placed into priority order.
One-time cost items Replacing and relocating North County Fire’s Bonsall station on Old River Road was deemed the most urgent change needed in the district. The current station is an old trailer/modular unit in need of serious repair. It was never designed to be a fire station. NCFPD Chief Bill Metcalf said the district already owns property at SR76 and Olive Hill Road where the new fire station would go. Because the district has no debt currently on its properties or fire apparatus, Metcalf said the district will determine Advertisement Citygate also recommended adding an additional fire station at Interstate 15 and Old Highway 395 to help in the northern portion of the district. While Cal Fire has a station in the area, the station is not equipped to protect buildings from fire. This station would require the purchase of land, the building of the station, firefighting apparatus, as well as complete staffing. "The most significant advantage is putting in place a plan for the future," said Metcalf. "It’s easy to not think of it, but the district is thinking of changes that will be made in the future and adding faster response times." The Pala Mesa station, also on the priority list, is a trailer/modular used by the district to house personnel. The district has already communicated to developers in the area that they will be required to replace the station as part of their development package. "The firefighters are excited about having a decent place to work," said Metcalf. "We have been using these trailers for 20 to 30 years." Another benefit to having new, strategically placed stations built is it would lead to shorter response times on emergency calls, as time is saved when the firefighters do not have to leave and lock the trailer, then go to a separate garage to access their emergency apparatus.
Items with ongoing cost The Headquarters station, built in the early 1960s, has seen a lot of wear and tear over the past 45 years and may need to be relocated as well. Besides a possible relocation, an additional company may be added to shorten response time. Additional staffing would include one firefighter per shift on each apparatus and two firefighters or paramedics per shift on each ambulance, as well as the elimination of cross-staffing used to run the ambulance from the downtown station. The additional staffing for each fleet and the new stations would be the largest expense the district would have, and the district has not discussed how the improvements would be paid for. "We have a good head start for implementing these changes and are preparing a step-by-step plan," said Metcalf. "The board wanted to take the opportunity to discuss the potential outcome and be detailed about the implementation." Munson said the board will determine how to pay for the improvements as the plans and priorities for the district become more evident. "Our board is very focused on the needs of our community," he said. "Nobody has an agenda, and we are in lockstep to make sure people get good fire service."
9 comments
The only problem I have with NCFPD is their contracted out dispatch through mutual aid. Other than that, I don't see any problems.
One other thing North County Fire District needs to do to improve service is to follow a recent county grand jury recommendation to consolidate fire dispatch with Heartland, Monte Vista, and San Diego. Such a move would save money and improve service much like a consolidated fire dispatch center in Phoenix AZ has done.
The North County Fire Protection drastically improved their service a few years ago when they contracted their dispatch with the Rancho regional dispatch center. Their old system served them well but was outdated and inefficient. The Rancho dispatch center is the main fire dispatch for all of the North County Fire agencies. Those agencies share their resources with each other so any one department wont run out when needed. Monte Vista uses a completely different technology due to statewide needs but coordinates very closely with Rancho. Rancho covers the North County, Heartland covers the East County and Monte Vista covers CDF. Some individual cities use their police for fire dispatch while San Diego City has their own fire dispatch. So with that said Rancho Fire is the premier dispatch agency for the North County, just what the grand jury recommended! The big problem North County Fire has is a lack of resources and infrastructure that was never dealt with. Instead of making rash decisions they have been going through a diligent review of their department in order to make sound, long term decisions. You have to admit, when you see that three of their five fire stations are 25 year old mobile homes, you cant say they blow their money. I have seen modern fire engines, quality firemen and paramedics and excellent service. Yes, we've had some disastrous wildfires but after seeing how many homes they've saved, I'm darn proud. The studies they had done are all public knowledge. I suggest we all should read them and ask questions at their board meetings.
Rancho Regional Diapatch is another word for Rancho Santa Fe dispatch center who a few years ago only dispatched their security patrol. I would rather have experienced personnel on the phone taking my call in an emergency like San Diego Fire dispatch. Rancho hires unqualified personnel.
"Rancho Fire" as it used to be called is now "North Comm" The official name is the North County Dispatch Joint Powers Authority and is fully accredited and very qualified. Yes it started out years ago in Ranch Santa Fe as a dispatch for their fire and police/security services but is now a full service dispatch center for over 12 regional fire agencies and they dispatch over 50,000 Fire, EMS and law enforcement calls a year. I am on the receiving end of their services as a front line Fire Captain in San MArcos and I think they are second to nonce.(http://www.ncdjpa.org/). Please, if your going to give information, be factual.
Dave: You touched a nerve with me. I don't care how many fire nozzles you have on your collar, you deal with North County Dispatch on the other end of a Motorola, I deal with them on the other end of two copper wires, different alltogether. A routine dispatch for my mother is as follows: My Call: I have a 74 year old woman, difficultly breathing, COPD, BP 200/100. Need the paramedics for transport. North County Fire: Paramedica on their way (hardly) now I need to ask you a few questions. Is she sitting upright? Look I am trying to keep her breathing until the paramedics arrive. Why are you asking these questions? Are you a paramedic? (NCD) No? than get them out here.... click. When your trying to keep someone alive with a heart attack or any other serious medical problem, you don't have the time to be interrogated by a "dispatcher" who is not trained in emergency medical procedures while you watch your loved one die because of their "pathetic" policies. When North County Fire had their own dispatch, it was name, address, they are on their way, no twenty questions. So when I critique the dispatch, I do it from the end user, not from a microphone. 
Dave: My mothers heart stopped. If it were not for me and my immediate response and not dealing with "the twenty questions" by NCD, she would be dead. Now she lives and is at a facilty going through physical therapy due to her stroke. North County Fire, I love them, they know my mother, great folks, saved her life on many occassions, as for the dispatch?
Ray, First of all I hope your mother is feeling well and recovering. I not only work with North Comm on the FD end, I live in Fallbrook and I too have called 911 for my own families medical emergencies. I'm not writing here to debate or defend. My point is that North County Fire are professionals and they have decided to improve their service by completing multiple steps including improving their dispatch and communication system, facilities, equipment and personnel. As I wrote earlier, the study and their plans are al public and I'm sure they would welcome whatever suggestions you have to improve their service to you, I and our families that live and visit our community. Although you may feel slighted by what North Comm did with your mother, it may help if you called them, explained what happened and ask for an explanation of their actions. I do know that every single 911 call is reviewed to improve service and they welcome comments from anyone. Their policies are not pathetic, they exist to help us all, citizens and providers.
Dave, Don't waste your time trying to talk reason to Ray. "North Comm." has been a HUGE upgrade for North County Fire. |
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