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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
Dollars Spent on Overtime $ 4,078,293 $ 3,504,562
R
PDF icon ES LouieStat KPI Report - 4.5.18_Part1.pdf
Overtime Hours Paid 136,901 hours 111,052 hours
R
PDF icon ES LouieStat KPI Report - 4.5.18_Part2.pdf
Hours Not Worked 51,161 hours 45,968 hours
R
PDF icon ES LouieStat KPI Report - 4.5.18_Part3.pdf
Hours Lost Due to Work Related Illness and Injury 4,589 hours 4,420 hours
Y
PDF icon ES LouieStat KPI Report - 4.5.18_Part4.pdf
Lost Time Injury Rate 13.27 8
R
PDF icon ES LouieStat KPI Report - 4.5.18_Part5.pdf
Emergency Services
Measure Current Level Goal Level YTD Status PDF
EMS Echo Level - Hello to Hello - 720 Seconds 18 % 15 %
Y
PDF icon ES LouieStat KPI Report - 4.5.18_Part14.pdf
EMS Calls for Service 124,422 Calls for Service TBD
N
PDF icon ES LouieStat KPI Report - 4.5.18_Part9.pdf
Emergency 911 Calls Received 680,310 Emergency Calls TBD
N
PDF icon ES LouieStat KPI Report - 4.5.18_Part8.pdf
NCIC Validations - Clear, No Contact Rate 18 % 10 %
R
PDF icon ES LouieStat KPI Report - 4.5.18_Part16.pdf
Community Preparedness Training 58,893 Participants 26,400 Participants
G
PDF icon ES LouieStat KPI Report - 4.5.18_Part6.pdf
LMPD Priority 1 Pickup to Dispatch - 90 Seconds 49 % 30 %
R
PDF icon ES LouieStat KPI Report - 4.5.18_Part12.pdf
MetroCall 311 Abandoned Call Rate 10 % 6 %
Y
PDF icon ES LouieStat KPI Report - 4.5.18_Part7.pdf
Hospital Turnaround 51 % 25 %
R
PDF icon ES LouieStat KPI Report - 4.5.18_Part15.pdf
Fire High Priority Calls - Pickup to Dispatch w/in 60 Seconds 42 % 40 %
Y
PDF icon ES LouieStat KPI Report - 4.5.18_Part13.pdf
911 Calls Not Answered w/in 10 Seconds - Busiest Hour of Day 12 % 10 %
Y
PDF icon ES LouieStat KPI Report - 4.5.18_Part10.pdf
911 Calls Not Answered w/in 20 Seconds 4 % 5 %
G
PDF icon ES LouieStat KPI Report - 4.5.18_Part11.pdf

Legend

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