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Emergency Services

Our Mission

The mission of Louisville Emergency Services is to provide high quality and compassionate emergency and non-emergency response to the citizens and visitors of Louisville Metro and its local, state and regional partners in order to achieve the most favorable outcomes for people, property and the environment.

Performance Improvement Summary

The newly re-organized (February 2015) department of Emergency Services (ES) now encompasses the performance work of the Emergency Medical Services, Emergency Management, MetroSafe and MetroCall 311. ES continues to track and monitor its key businesses processes, such as 911 communications and emergency patient care management.  ES can now also holistically examine the process for an emergency medical call for service, reporting response time and examining quality from call start to medical transport.

Worth noting is ES’ progress towards driving down their lost time injury rate. Although the most current report has a yellow light, it is important to note that the goal has been steadily lowered as the department has embraced the philosophy of continuous improvement. The initial (2014) goal of a LTI Rate of 20 has been lowered to a goal of 8 in 2016. Another metric of note is the MetroCall Abandon Rate, which though red for being off their goal of 5%, has shown significant improvement from a high of 55% to an average of 18% abandonment. This aggressive goal setting will continue in ES as they learn more from performance management and make improvements based on empirical information.

Statistics Archive

Metrics

Enterprise KPIs
Measure Current Level Goal Level YTD Status PDF
Turnover Rate 10 % 10 %
G
PDF icon LouieStat KPI Report - 11.10.16_Part9.pdf
Turnover Rate 21 % 10 %
R
PDF icon LouieStat KPI Report - 11.10.16_Part10.pdf
Dollars Spent on Overtime $ 3,262,904 $ 2,607,616
R
PDF icon LouieStat KPI Report - 11.10.16_Part3.pdf
Overtime Hours Paid 116,231 hours 93,198 hours
R
PDF icon LouieStat KPI Report - 11.10.16_Part4.pdf
Hours Not Worked 19,970 hours 2,400 hours
R
PDF icon LouieStat KPI Report - 11.10.16_Part5.pdf
Hours Lost Due to Work Related Illness and Injury 8,052 hours 5,392 hours
R
PDF icon LouieStat KPI Report - 11.10.16_Part7.pdf
Employees w/ High Sick Leave Consumption 64 employees 43 employees
R
PDF icon LouieStat KPI Report - 11.10.16_Part6.pdf
Lost Time Injury Rate 9.58 8.31
R
PDF icon LouieStat KPI Report - 11.10.16_Part8.pdf
Emergency Services
Measure Current Level Goal Level YTD Status PDF
LMPD Priority 1 Pickup to Dispatch - 90 Seconds 36 % 30 %
Y
PDF icon LouieStat KPI Report - 11.10.16_Part15.pdf
EMS Echo Level - Hello to Hello - 720 Seconds 21 % 15 %
Y
PDF icon LouieStat KPI Report - 11.10.16_Part17.pdf
NCIC Validations - Clear, No Contact Rate 20 % 10 %
Y
PDF icon LouieStat KPI Report - 11.10.16_Part18.pdf
Community Preparedness Training 14,357 Participants TBD
M
PDF icon LouieStat KPI Report - 11.10.16_Part11.pdf
MetroCall 311 Abandoned Call Rate 25 % 8 %
R
PDF icon LouieStat KPI Report - 11.10.16_Part12.pdf
Hospital Turnaround 43 % 25 %
R
PDF icon LouieStat KPI Report - 11.10.16_Part19.pdf
Fire High Priority Calls - Pickup to Dispatch w/in 60 Seconds 39 % 40 %
G
PDF icon LouieStat KPI Report - 11.10.16_Part16.pdf
911 Calls Not Answered w/in 10 Seconds - Busiest Hour of Day 20 % 10 %
Y
PDF icon LouieStat KPI Report - 11.10.16_Part13.pdf
911 Calls Not Answered w/in 20 Seconds 7 % 5 %
Y
PDF icon LouieStat KPI Report - 11.10.16_Part14.pdf
911 Calls Not Compliant with Standard Operating Procedures 1.17 % 2.00 %
G
PDF icon LouieStat KPI Report - 11.10.16_Part20.pdf

Legend

  • Performance Meets Goal
  • Performance Approaching Goal
  • Performance Off Goal
  • Non-Scored / Informational
  • Goal Not Set