>> GOOD MORNING.
TODAY IS WEDNESDAY, JANUARY 23.
IT IS 10:01 AM.
THIS IS THE REGULAR MEETING OF
THE GENDER EQUITY, THE
COMMUNITIES, AMERICANS AND
EDUCATION COMMITTEE.
I AM CHAIRMAN LORENA GONZALEZ.
THERE ARE TWO ITEMS ON THE
AGENDA THIS MORNING.
WE WILL RECEIVE A BRIEFING FROM
THE OFFICE OF EMERGENCY
MANAGEMENT ON THE EMERGENCY 911
SYSTEM OUTAGE THAT OCCURRED
DECEMBER 27 AND 28, 2018 FOR
SENTRY AND LINK CUSTOMERS AND
WE WILL HEAR FROM THE OFFICE OF
THE INSPECTOR GENERAL WITH THE
2019 PLAN.
WE WILL START WITH A PUBLIC
COMMENT PERIOD.
YOU WILL HAVE TWO MINUTES TO
PROVIDE PUBLIC TESTIMONY ON THE
AGENDA ITEM.
WE HAVE ONE PERSON THAT SIGNED
UP IN ADVANCE TO PROVIDE US
WITH PUBLIC TESTIMONY AND THAT
IS ALEX SUMMER AND.
>> MY NAME IS ALEX ZIMMERMAN.
I WANT TO SPEAK ABOUT THIS NEW
DEPARTMENT.
I SPOKE WITH THESE PEOPLE FOR
THE LAST SIX MONTHS TWICE.
THE CONSTITUTION IS VERY UNIQUE
AND I HAVE NEVER SEEN ANYTHING
LIKE IT BEFORE.
I HAVE EXPERIENCE WITH POLICE
WORK MANY TIMES.
WE DON'T HAVE A PUBLIC COMMENTS
FOR THE POLICE CHIEF.
I HAVE SPOKEN WITH THE
INSPECTOR GENERAL TWICE.
AND I SPOKE WITH THE POLICE
COMMISSIONER DOZENS OF TIMES.
ALMOST EVERY TIME I CAN WITHOUT
TRESPASS.
WE HAVE A VERY CRITICAL
SITUATION. THE LAST HEARING,
BEFORE THIS POLICE CONTRACT,
THERE WERE 20 PEOPLE INSIDE.
OFFICERS, JUDGES, ANOTHER
GOVERNMENT.
AND I ASK EVERYBODY HOW IS THIS
POSSIBLE.
WE HAVE A PUBLIC COMMISSIONER
AND WE DON'T HAVE A PUBLIC
COMMENT.
HOW IS THIS POSSIBLE?
WE ARE FASCIST WE HAVE THE
GESTAPO PRINCIPAL.
I CANNOT UNDERSTAND THIS.
ONE COMMISSION DOES NOT HAVE
PUBLIC COMMENT.
STANDUP AMERICA.
SPOCK IS THERE ANYONE ELSE THAT
WOULD LIKE TO OFFER PUBLIC
TESTIMONY THAT MIGHT BE USEFUL.
SEEING NO ONE WE WILL CLOSE OUT
THE PUBLIC COMMENT PERIOD AND I
WILL GO AHEAD AND INVITE THOSE
FOLKS WHO ARE HERE TO MAKE A
PRESENTATION ON THE FIRST
AGENDA ITEM TO JOIN US AT THE
TABLE.
I WILL ASK ROXANA TO READ THE
FIRST AGENDA ITEM INTO THE
RECORD.
>> AGENDA ITEM 1, OFFICE OF
INSPECTOR GENERAL TO PRESENT
THE 2019 WORKPLAN.
GOOD MORNING.
SO WE WILL GO AHEAD ENDS DO A
QUICK ROUND OF INTRODUCTIONS
AND THEN I WILL HAND IT OVER TO
YOU FOR THE PRESENTATION.
>> CRAIG DOS CENTRAL STAFF.
>> A MORNING.
LISA JUDGE, INSPECTOR GENERAL.
>> AMY TSAI, DEPUTY INSPECTOR
GENERAL . GREG, WERE YOU GOING
TO BE MAKING ANY INTRODUCTORY
REMARKS BEFORE WE GET STARTED?
>> I CAN SAY THAT THE OFFICE OF
THE INSPECTOR GENERAL WAS PASSED
LAST YEAR.
WE ARE HERE TO TALK ABOUT A
WORKPLAN WHICH IS A REVIEW OF
UPCOMING WORK ITEMS INCLUDING
THOSE THAT OPA AND CPC HAVE
MADE REQUEST FOR AUDITS ON.
I WILL LEAVE IT UP THOSE QUICK
COMMENTS AND LEAVE THE REST TO
INSPECTOR LISA JUDGE TO TALK
ABOUT.
>> HOLD ON JUST A MINUTE.
WE ARE HAVING SOME TECHNICAL
DIFFICULTIES.
BEFORE WE GET STARTED WE WILL
GO HEAD AND DEAL WITH THE
POWERPOINT PRESENTATION
PROJECTION.
>> IF WE NEED TO PROCEED
WITHOUT IT WE CAN DO THAT.
>> I AM SURE WE CAN GET IT
FIXED.
DID YOU HAVE SOME INTRODUCTORY
REMARKS?
>> I DO HAVE A FEW.
>> WHEN WE GO AHEAD AND DO
THAT.
>> HARDEN ME?
>> WHEN WE GO AHEAD AND DO
THAT.
>> OKAY.
WE ARE VERY EXCITED ABOUT THE
PROJECTS THAT WE HAVE COMING UP
THIS YEAR.
THERE IS PROBABLY NOBODY
OUTSIDE OF MY OFFICE THAT KNOWS
MORE ABOUT THE OFFICE OF
INSPECTOR GENERAL THEN THIS
COMMITTEE.
I DO HAVE SOME INFORMATION FOR
THOSE THAT ARE NOT FAMILIAR.
SO I'D BEG YOUR INDULGENCE
WHILE WE WORK THROUGH THE FIRST
TWO POINTS ON THE POWERPOINT
SLIDE.
I DON'T KNOW IF YOU WANT TO
HOLD QUESTIONS UNTIL AFTER AND
I WILL TRY TO BE MINDFUL OF THE
CLOCK.
IF, IF YOU WANT TO STOP AT
CERTAIN SLIDES AND HAVE A
DISCUSSION AND ASK QUESTIONS,
THAT IS GREAT TOO.
>> WE WILL GO AHEAD AND DIG
INTO THE PRESENTATION AND IF
MYSELF OR COUNCIL MEMBER
HERBOLD HAVE QUESTIONS, WE WILL
DO THAT.
BUT I THINK WE ARE ALSO FINE
QUEUING UP QUESTIONS TO THE END
OF THE PRESENTATION.
>> WE HAVE FINALLY GOTTEN THE
OFFICE UP AND RUNNING AND AS
YOU CAN SEE WE ARE PART OF THE
THREE ACCOUNTABILITY PARTNERS
SET UP IN THE LEGISLATION TO
PROVIDE REALLY COMPREHENSIVE
OVERSIGHT OF THE SEATTLE POLICE
DEPARTMENT AND AS A COROLLARY
OF THE OFFICE OF POLICE
ACCOUNTABILITY.
SO WE ARE PROVIDING THE
SYSTEMIC REVIEW FOR THE POLICE
DEPARTMENT AND THE EFFICACY OF
OPA OPERATIONS CONSIDERING
INDIVIDUAL INVESTIGATIONS.
JUST A LITTLE ASIDE WE HAVE
SPENT THE LAST SEVEN OR EIGHT
MONTHS REALLY FIGURING OUT HOW
TO WORK WITH OUR PARTNERS AND
GETTING TO KNOW THEM AND
ESTABLISHING GOOD RELATIONSHIPS.
THAT IS REALLY ALL I WANT TO
SAY ABOUT THE SYSTEM.
SO LET'S DIG RIGHT INTO THE
OFFICE OF INSPECTOR GENERAL
AND OUR PART.
WHAT WE HAVE COMMITTED TO DOING
IS TO PROVIDE COMPASSIONATE
POLICING. WE ARE RELYING ON
SIGNIFICANT AMOUNTS OF DATA. WE
WORK WITH PARTNERS TO MAKE SURE
THAT WE ARE PRIORITIZING AND
INFORMING OUR WORK IN A WAY
THAT TAKES INTO ACCOUNT
IMMUNITY NEEDS AND INTERESTS.
SO, JUST A LITTLE BIT ABOUT
OFFICE OF INSPECTOR GENERAL.
JUST TO BE VERY CLEAR, WE ARE A
NEW OFFICE.
WE HAVE ONLY BEEN UP AND
RUNNING SINCE MAY 2018.
AND REALLY OPERATIONAL IN TERMS
OF HAVING STAFF SINCE JUNE.
SINCE JUNE WE HAVE BEEN ABLE TO
ONBOARD SOME VERY IMPRESSIVE
FOLKS WITH SOME SKILLS AND
ABILITIES THAT I THINK WE WILL
BE VERY WELL PUT TOGETHER FOR
THE CITY OF SEATTLE.
WE HAVE AN ORGANIZATIONAL MODEL
THAT MAXIMIZES EVERYONE'S
POTENTIAL AND WILL PRODUCE GOOD
THINGS FOR THE CITY OF SEATTLE.
WE ARE NEW AND WE ARE NEUTRAL.
THIS IS A CRITICAL COMPONENT
AND WAS REALLY QUITE WELL
THOUGHT OUT IN TERMS OF THE
ESTABLISHMENT OF THE OFFICE,
CREATING US AS NEUTRAL AND
INDEPENDENT.
IT IS CRITICAL FOR US TO
CONDUCT AUDITS AND THAT IS THE
CENTRAL FUNCTION OF THE OFFICE
OF INSPECTOR GENERAL UNDER THE
GOVERNMENT ACCEPTED AUDIT
STANDARDS.
WE HAVE ADOPTED THE GAGAS
METHOD WHEN IT COMES TO OUR
INSPECTIONS.
I CANNOT UNDERSTATE THE
IMPORTANCE OF HAVING ACCESS TO
INFORMATION, TO DATA, TO
PERSONNEL, FACILITIES AND
EVERYTHING THAT WE NEED TO GO
IN AND DO OIG OPERATIONS.
HERE IS OUR ORGANIZATIONAL
CHART.
IT IS DIVIDED INTO FOUR MAIN
CATEGORIES OF FUNCTIONS OF THE
OFFICE.
LARGELY, SUPERVISED BY DEPUTY
INSPECTOR GENERAL AMY TSAI.
WE HAVE AN AUDITING FUNCTION,
INVESTIGATIONS AS WELL AS
POLICY AND DATA AND OPERATIONS.
CURRENTLY, OPERATIONS FUNCTIONS
ARE BEING HANDLED BY OUR
EXECUTIVE ASSISTANT, RITA
SANTIAGO.
I WOULD LIKE TO GO INTO EACH OF
THOSE FUNCTIONS AND TALK
SPECIFICALLY ABOUT WHAT THEY
ARE DOING AND THEN GET INTO OUR
WORK PLAN IMMEDIATELY AFTER
THAT.
WE HAVE DIVIDED UP OUR AREAS OF
WORK INTO THESE BASIC
FUNCTIONS.
THE FIRST IS THE AUDIT FUNCTION.
THAT TENDS TO HAVE MORE OF A
HISTORICAL FOCUS ON SPD
OPERATIONS.
SO WHAT OUR AUDITORS GO IN AND
DO IS TO TRY TO DETERMINE WHAT
SPD IS DOING AND WHETHER IT IS
WORKING AND IF IT IS EFFECTIVE
AND EFFICIENT.
SO THAT IS PROBABLY THE MEAT
AND POTATOES FUNCTION OF ANY
INSPECTOR GENERAL OFFICE AND OF
HOURS.
ONE THING THAT IS A BIT UNIQUE
TO US IS THE OPA CLASSIFICATION
AND REVIEW FUNCTION.
THIS PERSON IS UNDER THE
AUSPICES OF OUR AUDIT SECTION
BUT THEIR FOCUS IS ON REVIEWING
OPA OSSIFICATION AND REVIEWING
OPA INVESTIGATIONS TO MAKE SURE
THAT CLASSIFICATIONS ARE BEING
DONE APPROPRIATELY AND THAT
INVESTIGATIONS ARE THOROUGH,
TIMELY AND THAT THEY ARE BEING
CONDUCT DID IN A MANNER THAT IS
EXPECTED BY THE OFFICE OF
POLICE ACCOUNTABILITY.
THE GREAT THING I WANT TO
HIGHLIGHT ABOUT THE OPA
POSITION IS THIS IS A TIME THAT
ALLOWS FOR FEEDBACK DURING AN
INVESTIGATION SO THERE IS A SET
OF OUTSIDE EYES LOOKING AT A
MISCONDUCT INVESTIGATION AND
BEING ABLE TO REDIRECT, COURSE
CORRECT THE INVESTIGATION
PROCESS BEFORE IT IS TOO LATE
AND THE SHIP HAS SAILED IN
TERMS OF AN FINDING OF
MISCONDUCT.
THAT IS CRITICAL.
THE FUNCTION OF OUR OFFICE THAT
IS PROBABLY MOST NEAR AND DEAR
TO OUR HEART IS THE REVIEW AND
BEST PRACTICES POLICY OF OUR
OFFICE.
THAT IS THE CHANCE FOR SPD AND
SEATTLE TO MOVE BEYOND STATUS
QUO IN TERMS OF PRACTICES AND
POLICY AND TO GET OUT THERE AND
LOOK AT WHAT IS ON THE HORIZON,
POSSIBLE FOR POLICING TO
ADVANCE THE PROFESSION AND HELP
GIVE OFFICERS ADDITIONAL TOOLS,
SKILLS AND ABILITIES TO DELIVER
QUALITY SERVICES TO THE PEOPLE
OF SEATTLE.
FINALLY, AND THIS IS THE
FUNCTION OF OUR OFFICE THAT IS
STILL IN PROCESS.
THIS WILL BE VERY IMPORTANT BE
TO ESTABLISH A LOT OF VACATION
BETWEEN THE OFFICE OF THE
INSPECTOR GENERAL AND THE
PUBLIC.
I WANTED TO TALK A LITTLE BIT
MORE ABOUT OPA CLASSIFICATION
AND GIVE YOU A SNAPSHOT OF SOME
OF THE WORKLOAD AND HOW THIS
SHAKES OUT.
I AM NOT SURE IF YOU WANT ANY
ADDITIONAL INFORMATION ABOUT
WHAT CONSTITUTES CLASSIFICATION
VERSUS INVESTIGATION BUT I AM
HAPPY TO PROVIDE THAT.
>> I AM PRETTY FAMILIAR WITH IT.
COUNCIL MEMBER JOHNSON DO YOU
NEED ?
>> NO.
>> OKAY.
>> JUST SOME NUMBERS.
IN 2017, OPA WAS CONTACTED WITH
COMPLAINTS 1325 TIMES.
THAT TRANSLATES INTO OUR OPA
AUDITOR HAVING TO REVIEW MORE
THAN 1300 CLASSIFICATIONS.
I DO NOT HAVE THE CURRENT
NUMBERS FOR LAST YEAR BUT I
WOULD IMAGINE THAT THEY ARE
FAIRLY SIMILAR.
THE ORDINANCE PROVIDES THAT THE
INVESTIGATIONS WILL BE DONE AS
AN AUDIT BY RANDOM SAMPLING.
WE ARE IN THE PROCESS OF MOVING
TO THAT MODEL.
WE WANTED TO MAKE SURE THERE
WAS A SEAMLESS TRANSITION FROM
THE OLD METHOD AND THE NEW
METHOD WHERE WE DID NOT MISS
ANYTHING IN THE INTERIM.
WE ARE JUST ABOUT TO MAKE THE
SHIFT TO AUDITS RATHER THAN
EVERY CLASSIFICATION BEING
REVIEWED.
>> AND ONE IS THAT TRANSITION
GOING TO OCCUR?
>> IT SHOULD BE BY THE END OF
THE FIRST QUARTER.
>> I THINK WE ARE STILL ON
TARGET WITH THAT.
WE HAVE OUR OPA SPECIALIST WHO
IS LOOKING AT THE
CLASSIFICATIONS AND WORKING ON
HER RECOMMENDATIONS.
THE AUDITOR WILL BE GENERATING
A FINAL REPORT OF WHAT HE HAS
SEEN THROUGHOUT THE COURSE OF
HIS TENURE OVER THE LAST FEW
YEARS AND WE WILL LOOK AT THAT
AS A BODY AND THEN LOOK AT
WHETHER AND HOW AND HOW QUICKLY
WE CAN MOVE TO ORDERLY
MIGRATION.
>> SO YOU EXPECT TO GET THE
FORMER OPA AUDITOR REPORT BY
THE END OF THE FIRST QUARTER?
>> YES.
>> ONCE YOU DO THE QUARTERLY
REVIEWS, WHAT IS THE ULTIMATE
WORK PRODUCT THERE?
>> THE ULTIMATE WORK PRODUCT IS
, WE WILL AGGREGATE INFORMATION
FROM THOSE REVIEWS AND INCLUDE
THOSE IN THE ANNUAL REPORT.
WE WILL LOOK AT TRENDS THAT WE
NEED TO PAY ATTENTION TO AND IF
WE ARE SEEING IN OUR AUDIT SOME
CONCERN ABOUT CLASSIFICATIONS
NOT BEING DONE PROPERLY WE CAN
AND HAVE THE AUTHORITY TO MOVE
BACK TO CASE-BY-CASE
CLASSIFICATION REVIEWS.
IT WILL BE AN ASSESSMENT OF ALL
OF THOSE.
>> GREAT.
THANK YOU.
>> OF THE CLASSIFICATIONS THAT
CAME IN DURING 2017, OPA
CONDUCTED INVESTIGATIONS ON 34%
OF THOSE OR 448. OF THOSE WE
REQUIRED WERE REQUIRED TO
INVESTIGATE ALL OF THOSE.
INCLUDING ANY UNDERLYING
EVIDENCE AND SUPPORTIVE
INFORMATION TO DECIDE IF IT WAS
DONE THOROUGH, TIMELY AND
APPROPRIATELY.
>> AND THAT IS ONGOING?
>> YES.
THAT IS BEING DONE BY THE
OFFICE OF INSPECTOR GENERAL.
WE ARE WORKING ON HIRING A
HYBRID INVESTIGATOR AND AUDITOR
POSITION.
WE WANT TO HAVE AN ADDITIONAL
BODY OF SOMEBODY THAT IS ABLE
TO DO THAT WORK AND CAN SHARE
THE LOAD WITH THE OPA
INVESTIGATOR.
SO, IN OUR OPA EVALUATION THE
THINGS THAT WE WILL BE
INCLUDING IN THE ANNUAL REPORT
ARE THE EFFECTIVENESS OF THE
COMPLAINT SYSTEM AS A WHOLE IN
ACHIEVING FAIR OUTCOMES FOR
COMMUNITY MEMBERS WHO COMPLAIN
AND FOR OFFICERS AND FOSTERING
RESPECTFUL POLICING.
WE WILL BE LOOKING FOR TRENDS
IN THOSE CLAIMS, LAWSUITS AND
OPA OUTCOMES.
WE WILL BE TRACKING MEASURES
FOR THE DISCIPLINE PROCESS FOR
ARBITRATION RESULTS AND FOR
LITIGATION.
WE WILL BE LOOKING AT THOSE
TRENDS AND WHAT WE NEED TO BE
PAYING ATTENTION TO.
>> ONE THING I HAVE NOT HEARD
YOU MENTION, I HEARD YOUR SAY
ARBITRATION AND WHAT WAS THE
OTHER THING?
>> THE COMPLAINT AND DISCIPLINE
PROCESS?
>> YES.
PART OF WHAT IS MEMORIALIZED IN
THE NEW CONTRACT ARE THE
AGREEMENT TO RAPID ADJUDICATION
AND ALSO HAVE A MORE ROBUST
MEANINGFUL MEDIATION PROGRAM.
>> YES.
EVERY ASPECT OF THE COMPLAINT
SYSTEM, THE DISCIPLINE SYSTEM
AND ALL OF THE VARIOUS
TENTACLES THAT FLOW OUT FROM
THAT WILL BE AREAS THAT WE
TRACK, MONITOR AND LOOK AT FOR
TRENDS.
>> THE OTHER THING I WANT TO
MAKE SURE THAT I MENTION IS
THAT WE ARE REQUIRED BY THE
ORDINANCE TO ASSESS THE
EFFICACY OF THE CIVILIANS MIX
AT THE OPA.
I DO NOT THINK WE ARE AT A
PLACE WHERE THERE IS SUFFICIENT
DATA TO DO THAT YET BUT WE WILL
UNDERTAKE THE BEGINNINGS OF
THAT AUDIT THIS YEAR, PUBLICLY
IN THE FOURTH QUARTER.
OKAY.
A LITTLE BIT ABOUT THE AUDIT
PROCESS.
I DON'T WANT TO BELABOR THIS
TOO MUCH.
BECAUSE OF OUR STAFFING LEVELS
AND REALLY THE MAGNITUDE OF
ISSUES THAT WE COULD
POTENTIALLY BE LOOKING AT AT
SPD, WE HAVE CHOSEN TO USE A
RISK ASSESSMENT APPROACH TO
IDENTIFY OUR AUDIT TOPICS.
SO WE IDENTIFY AREAS OF CONCERN
AND WE LOOK AT THE LIKELIHOOD
THAT THOSE MIGHT OCCUR IN THE
POTENTIAL FOR SIGNIFICANT
NEGATIVE IMPACT IF THEY DID.
SO THIS IS PART OF THE WORK PLAN
TO DETERMINE WHICH ONES WE WANT
TO ASSESS AND TAKE ON
IMMEDIATELY.
WHEN OIG SAYS THAT WE HAVE
CONDUCTED AN AUDIT IT IS DONE
BY THE YELLOW BOOK STANDARDS.
ANYTHING SHORT OF THAT, WHICH
OCCURS DEPENDING ON THE
INFORMATION AVAILABLE, WE MAY
DO REVIEWS OR STUDIES BUT AN
AUDIT BUT OUR OFFICES IS DONE
BY FEDERAL STANDARDS.
WE THINK THAT IS IMPORTANT
BECAUSE IT ADDS RIGOR,
OBJECTIVITY AND STANDARDS TO
OUR AUDITS.
IT HELPS US STAND UP TO
RIGOROUS STANDARDS.
BUT THERE ARE THINGS THAT GET
IN THE WAY OF BEING ABLE TO DO
A STRICT REVIEW SO WE ARE
FLEXIBLE AND ABLE TO UTILIZE
OUR PERSONNEL AND RESOURCES
OTHER WAYS.
AUDITS TAKE A LOT OF TIME.
I CAN PROVIDE YOU WITH OUR
CURRENT AUDIT SCHEDULE IN TERMS
OF DETERMINING THE SCOPE OF
WORK AND THE BACKGROUND
NECESSARY AND THEN THE WRITEUP.
IT CAN TAKE 2-4 MONTHS TO
CONDUCT ONE.
>> I THINK THAT WOULD BE
HELPFUL AND I APPRECIATE THE
OFFER.
I THINK WE COULD EASILY AMEND
THE 2019 WORK PLAN THAT YOU
HAVE SUBMITTED TO US WITH AN
APPENDIX THAT INCLUDES WHAT
THOSE TIMELINES ARE.
I THINK THAT WOULD BE REALLY
HELPFUL AND AN IMPORTANT PART
OF THE TRANSPARENCY AND
ACCOUNTABILITY TO US AND THE
PUBLIC.
WE HAVE A LOT OF EXPECTATIONS
AND EXCITEMENT ABOUT THE WORK
THAT YOU ARE DOING.
I WANT TO QUICKLY MENTION AND
NOTE THAT YOU HAVE MENTIONED,
SEVERAL TIMES, THE AUDITING
PRINCIPLES THAT ARE GOING TO BE
GUIDING THE AUDIT WORK. WHEN WE
WERE RESEARCHING HOW TO BEST
STRUCTURE THE OFFICE OF
INSPECTOR GENERAL AND WHEN WE
VISITED OTHER CITIES THAT HAD
ADOPTED AN INSPECTOR GENERAL
MODEL WITHIN THEIR POLICE
ACCOUNTABILITY SYSTEMS, ONE OF
THE THINGS THAT WE WALKED AWAY
WITH WAS THE IMPRESSION THAT
THIS OFFICE IS A LITTLE
DIFFERENT THAN A LOT OF THE
OTHER INSPECTOR GENERAL OFFICES
THAT EXIST ACROSS THE COUNTRY.
AND I SAY THAT BECAUSE, A LOT
OF THE OFFICE OF INSPECTOR
GENERAL OFFICES THAT EXIST
ACROSS THE COUNTRY WERE NOT
SOLELY FOCUSED, FOR THE MOST
PART, ON JUST POLICE
ACCOUNTABILITY AND POLICING LAW
ENFORCEMENT RELATED ISSUES.
THEY DEALT WITH A VARIETY OF
AUDITING REQUESTS IN JUST ABOUT
EVERY SINGLE AGENCY WITHIN THAT
PARTICULAR JURISDICTION.
WHILE IT IS IMPORTANT FOR US TO
HAVE SOME STANDARDS FOR THE
RIGOR AND INTEGRITY OF THE
AUDITS, THAT HAVING SOME LEVEL
OF FLEXIBILITY TO MODIFY SOME
OF THIS AUDITING PRINCIPLES
THAT ARE BETTER SUITED FOR THE
OFFICE AND FOR THE TYPE OF WORK
THAT YOU WILL BE DOING IS GOING
TO BE REALLY IMPORTANT.
>> ABSOLUTELY.
I WOULD JUST ADD TO THAT, ONE
OF THE MOST CRITICAL PARTS OF
THE AUDIT IS -- TO DO A STRICT
GA GS ON IT.
THIS COULD REVIEW A REVIEW OR A
STUDY AFTERWARD TO ESTABLISH
EFFICACY RATHER THAN AN AUDIT
BECAUSE OF MORE DIRECT
INVOLVEMENT WITH SPD.
THE FLEXIBILITY IS REALLY
CRITICAL.
>> OKAY.
SO, THE PLANT AUDITS THAT WE
HAVE ARE REQUIRED BY AUDITS AND
THOSE THAT WE HAVE IDENTIFIED
THROUGH OUR RISK ANALYSIS FROM
OUR ACCOUNTABILITY PARTNERS.
THE FIRST IS THE POLICE
INTELLIGENCE AUDIT.
WE INITIATED THIS IN THE FOURTH
1:45 THOUSAND 18.
WE EXPECT A REPORT ON THAT IN
THE NEXT FEW MONTHS.
A SURVEILLANCE REVIEW IS NOT
UNDERWAY YET.
THAT IS REQUIRED BY ORDINANCE
AND IT WILL COVER 2018
ACTIVITIES OF SPD.
SO IT IS DUE IN JANUARY 2020.
I WOULD ANTICIPATE THAT WE
WOULD HAVE THAT FOR YOU WELL
BEFORE 2020.
THE FIRST OF OUR PERFORMANCE
AUDITS THAT WE HAVE IDENTIFIED
IS AT AN AUDIT THAT LOOKS AT
APPARITIONS THAT ARE CONDUCTED
WITHIN THE CONTEXT OF MUTUAL AID
AND SPECIAL COMMISSIONS OF
OFFICERS.
I THINK WITH THE EFFORTS OF THE
MONITORING TEAM AND THE
DEPARTMENT OF JUSTICE, THERE IS
A LOT OF FOCUS ON SPD OFFICERS
IN PATROL.
IN TERMS OF USE OF FORCE, HOW
THEY DEAL WITH MENTALLY ILL
PERSONS, HOW THEY HANDLE
IMMIGRANTS -- ALL OF THOSE ARE
FAIRLY WELL DOCUMENTED IN THERE
AND ARE BEING SCRUTINIZED IN
SOME WAY.
WHEN OFFICERS ARE ENGAGED IN
TASK FORCES WITH OTHER
OPERATIONS IT IS NOT ENTIRELY
CLEAR HOW THAT INFORMATION IS
TRACKED.
IF IT IS TRACKED AND WE WANT TO
TAKE A LOOK AT ARE THOSE THE
KINDS OF OPERATIONS SO OUR LAW
ENFORCEMENT OFFICIALS
CONDUCTING ACTIVITIES NOT
INCLUDED.
ALL OF THAT WILL BE SWEPT IN.
AND I WILL TALK A LITTLE BIT
ABOUT THAT LATER WHEN I TALK
ABOUT THE INPUT FOR THE WORK
PLAN THAT WE GOT FOR OUR
PARTNERS.
THAT WAS SOMETHING THAT WE
FOLDED INTO TERMS AS FAR AS THE
CPC RECOMMENDATIONS ON
IMMIGRATION STATUS.
WE ARE TRYING TO CAPTURE
INFORMATION THERE IN THE
CONTEXT OF TASK FORCES.
I THINK IT IS CAPTURED FAIRLY
WELL ELSEWHERE IN REGULAR SPD
OPERATIONS.
>> CAN YOU EXPLAIN TO US, JUST
BRIEFLY, WHY A, SORT OF WHY THE
OIG OFFICE HAS SELECTED THIS AS
PART OF YOUR FOCUS?
HOW TO DO DECIDE TO INCLUDE IT?
>> I THINK IT IS A GOOD PHASE 1
AUDIT TO GET US FAMILIARIZED
WITH A VARIETY OF TOPICS THAT
WE INTEND TO AUDIT IN TERMS OF
OFFICERS WORKING UNDER SPECIAL
COMMISSIONS AND IT THEN STARTS
TO FEED INTO SECONDARY
EMPLOYMENT ISSUES.
IT COVERS ASKING ABOUT
IMMIGRATION STATUS IN
COOPERATION WITH OUTSIDE
ENTITIES.
IT TOUCHES ON USE OF FORCE
ISSUES THAT ARE NOT BEING
TRACKED UNDER REGULAR SPD
OPERATIONS.
THERE ARE A LOT OF HIGH-IMPACT
COMPONENTS IN ONE FAIRLY
CONCRETE SET OF DATA.
SO WE CAN TAKE THAT DATA AND
EXTRAPOLATED AND TURN IT INTO
OTHER AUDITS THAT HAVE
CORRELATE OF BUT DIFFERENT
FOCUSES.
>> THANK YOU.
>> WHAT I WOULD LIKE TO SAY IS
NOT AS THESE FINISH AND WE
IDENTIFY OTHER TOPICS, WE HAVE
NOT INCLUDED OTHER AUDITS RIGHT
NOW.
THAT DOES NOT MEAN WE WON'T BE
IDENTIFYING AND INCORPORATING
OTHER TOPICS.
WE WANT TO SEE WHAT OTHER
ISSUES WILL ARISE DURING THE
FIRST AND SECOND QUARTER TO SEE
úWHAT MY RISE TO THE TOP OF THE
PRIORITY LEVEL.
WE WOULD LIKE TO TALK ABOUT
SOME OF THE HORIZON PROJECTS
THAT WE HAVE.
THEY COULD BECOME AUDITS THAT
ARE CONDUCTED THIS YEAR ONLY MAY
IDENTIFY OTHER TOPICS THAT ARE
OF MUCH HIGHER RISK OR
PRIORITY.
THE LAST ONE THAT WE HAVE
IDENTIFIED IS AN AUDIT OF
RETENTION.
THAT HAS BEEN A HUGE ISSUE FOR
SPD ABOUT TRYING TO UNDERSTAND
THE FACTORS INVOLVED IN WHY
OFFICERS ARE LEAVING, WHETHER
THEY ARE TRULY LEAVING AT RATES
THAT WE BELIEVE THAT THEY ARE
AND WE WANT TO TAKE A DEEP DIVE
INTO THAT AND UNDERSTAND THAT
ISSUE IN ITS ENTIRETY AND THEN,
I THINK, THE NEXT STEP
OBVIOUSLY, AFTER LOOKING AT
HIRING AND HIRING PRACTICES AND
FIGURING OUT, NOW THAT WE KNOW
WHAT MAKES PEOPLE GO OUT THE
DOOR AND HOW MANY ARE GOING,
WHAT CAN WE DO TO UNDERSTAND
WHAT WE NEED TO DO TO GET
PEOPLE IN THE DOOR.
I SEE THAT AS A COROLLARY AUDIT
FOR THIS.
>> I THINK THAT SOME PEOPLE
MIGHT LOOK AT THE OFFICES
INTENTION TO AUDIT RETENTION
AND STAFFING AS UNUSUAL OR A
DISCONNECT.
SO EXPLAIN TO US AND THE
VIEWING PUBLIC WHY LOOKING AT
RETENTION AND STAFFING FALLS
WITHIN THE RUBRIC OF THE WORK
OF THIS OFFICE.
>> SURE.
IT HAS FREQUENTLY COME UP IN
TOPICS IN JUST ABOUT EVERY
MEETING WHERE THERE ARE
DISCUSSIONS ABOUT WHAT IS
HAPPENING AT SPD. THE
DISCUSSION ABOUT HOW THEY ARE
LOSING PEOPLE TO OTHER AGENCIES
AND THAT IT IS REALLY HAVING A
VERY DETRIMENTAL EFFECT ON
PATROL STAFFING AND POTENTIALLY
MOVING BODIES AROUND TO SPD AND
WE ARE TRYING TO GET SOME SORT
OF OBJECTIVE HANDLE ON THE TRUE
STATE OF AFFAIRS AND WHAT, IF
ANYTHING, CAN BE DONE TO BETTER
UNDERSTAND AND ADDRESS IT AND
DO SOMETHING ABOUT IT.
IT DOES HAVE AN IMMEDIATE
IMPACT ON DELIVERY OF SERVICES
IF YOU DON'T HAVE ENOUGH PEOPLE
OUT THERE TO TAKE CALLS AND TO
RESPOND TO VIOLENT CRIME AND
HANDLE LAW ENFORCEMENT
RESPONSIBILITIES THAT SPD HAS.
THAT SOUNDS TO ME TO BE A VERY
CRITICAL NEED.
>> RATES.
SPECIAL PROJECTS.
THESE ARE REALLY THE POLICY
DRIVEN PROJECTS THAT WE HAVE
INITIATED OR THAT WE ARE ABOUT
TO EMBARK ON.
WE HAVE ALREADY BEGUN WORK ON
WORKING IN COLLABORATION WITH
SPD AND WITH A VARIETY OF OTHER
PARTNERS.
THIS REALLY IS A FASCINATING
PROJECT AND I THINK A GOOD ONE
JUST IN TERMS OF COLLABORATION
TO REALLY TALK ABOUT AND TOUT,
THERE HAS BEEN A LOT OF WORK
DONE WITH REGARD TO INTERVIEWING
WITNESSES AND VICTIMS OF CRIMES
AND SOCIAL SCIENTISTS HAVE
DEVELOPED A LOT OF TECHNIQUES
AND BETTER UNDERSTANDING ABOUT
HOW TO REALLY EXTRACT MEMORY
AND GOOD RELIABLE INFORMATION
FROM VICTIMS AND WITNESSES.
THERE IS BECOMING A FOCUS ON
USING THOSE TECH GEEKS AND THAT
SCIENCE TO ELICIT INFORMATION
FROM SUSPECTS.
THIS IS A REALLY EXCITING TIME
TO WORK WITH SPD AND SOCIAL
SCIENTISTS AND PEOPLE IN THE
CRIMINAL JUSTICE SYSTEM WHO
HAVE BEEN TRYING TO MOVE THESE
SORTS OF IDEAS FORWARD FOR
YEARS ABOUT GIVING OFFICERS
BETTER TOOLS FOR INTERVIEWING
SUSPECTS, WITNESSES AND VICTIMS
BASED ON THE SCIENCE OF MEMORY
AND COGNITION AND HUMAN
PSYCHOLOGY.
IT REALLY IS A PROJECT ABOUT
TAKING SOME FAIRLY INNOVATIVE
INTERVIEW TECHNIQUES AND MAKING
THEM PART OF THE SPD ARSENAL
FOR INTERVIEWING SUSPECTS AND
INVESTIGATING CRIME.
WITH CPC TO START THIS UP, WE
HAVE WORKED WITH THE NATIONAL
INNOCENCE PROJECT, WITH THE
ACLU AND WITH SPD. WE ARE IN
THE PROCESS OF BRINGING OUT ONE
OF THE EXPERTS THAT WE HAVE
IDENTIFIED AS A POTENTIAL
PARTNER TO MEET WITH SPD AND DO
A SPECIAL PRESENTATION TO
FIGURE OUT WHAT THE PLAN LOOKS
LIKE AS FAR AS TRAINING
DEVELOPMENT GOING FORWARD.
WE MOVED FORWARD LAST YEAR WITH
THE RECOMMENDATION TO SPD ABOUT
ENGAGING A PEER INTERVENTION
PROGRAM.
SO, WE ARE WORKING WITH THEM TO
DEVELOP THIS, A TRAINING, A
PROGRAM IN WHICH OFFICERS ARE
GIVEN TOOLS AND TECHNIQUES TO
DE-ESCALATE WITH EACH OTHER.
DE-ESCALATION IS CRITICAL IN
DEALING WITH MEMBERS OF THE
COMMUNITY BUT I DON'T THINK
THAT OFFICERS ALWAYS FEEL
COMFORTABLE, AND THIS IS BASED
ON SOCIAL SCIENCE RESEARCH,
INTERVENING WITH EACH OTHER.
SOMETIMES THERE ARE FEELINGS
LIKE YOU ARE INFRINGING ON
SOMEONE ELSE'S AUTHORITY OR YOU
ARE OVERSTEPPING BOUNDS.
A PEER INTERVENTION PROGRAM IS
A WAY TO GIVE OFFICERS
TECHNIQUES AND PERMISSION TO
STEP IN AND HELP EACH OTHER OUT
WHEN THEY NEED TO DE-ESCALATE
EACH OTHER TO BASICALLY KEEP,
PROVIDE A BACKSTOP FROM LOSING
YOUR TEMPERATURE AND ENGAGING
IN LEWD CONDUCT WHEN YOUR
BUTTONS HAVE BEEN PUSHED.
WE ARE WORKING WITH THEM TO
DEVELOP THAT.
THE LAST ITEM THAT I AM HOPING
TO FURTHER EXPLORE IN 2019 IS
SOME SORT OF SYSTEMIC REVIEW OF
CRITICAL INCIDENTS THAT OCCUR
AT SPD WHETHER IT IS OFFICER
INVOLVED SHOOTINGS, OR SUITS
THAT INVOLVE DUSTS, LARGE-SCALE
DEMONSTRATIONS WHERE FORCE IS
USED IN ALL OF THOSE KINDS OF
THINGS WERE HAVING A PANEL OR
REVIEW BOARD SET UP WITH HEAVY
COMMUNITY INVOLVEMENT THAT
PICKS APART AND ANALYZES THE
SYSTEMS THAT WERE INVOLVED TO
THE EXTENT THAT THERE WAS A
NEGATIVE EVENT TO TRY TO
IMPROVE SYSTEMS AND REDUCE THE
LIKELIHOOD OF A SIMILAR
NEGATIVE EVENT IN THE FUTURE.
WE ARE HOPING TO GET THAT OFF
THE GROUND WITH SOME
SIGNIFICANT DISCUSSIONS EARLY
IN 2019.
>> SO, THE WAY THAT THE
PRESENTATION IS STRUCTURED IN
THE WAY YOUR WORKPLAN IS
STRUCTURED AS A WHOLE, THERE IS
A DISTINCTION BETWEEN AUDITS AND
SPECIAL PROJECTS.
THERE ARE AREAS THAT ARE IN
LARGE PART MANDATED BY THE
POLICE ACCOUNTABILITY ORDINANCE
THAT WE PASSED IN 2018.
AND YOU MADE REFERENCE TO TWO
OF THOSE.
OF ANY SURVEILLANCE ORDINANCE
REVIEW.
AND THEN THERE WAS A COUPLE OF
OTHER PLANNED AUDITS THAT ARE
INCLUDED THERE THAT ARE NOT
NECESSARILY MANDATED BY THE
ORDINANCE.
AND THEN WE HAVE THE SPECIAL
PROJECTS AREA WHICH, I AM
ASSUMING FLOW FROM THE
ORDINANCES AUTHORITY TO ALLOW
WHOEVER THE INSPECTOR GENERAL IS
TO CHOOSE AREAS OF HIS OR HER
PREFERENCE TO PRIORITIZE IN
TERMS OF THE BODY OF WORK FOR
THAT OFFICE THAT COMING YEAR.
IS MY UNDERSTANDING CORRECT?
THESE SPECIAL PROJECTS THAT WE
ARE SEEING HERE, THESE ARE
PROJECTS THAT ARE PRIORITIES
FOR YOU.
AS THE INSPECTOR GENERAL.
>> YES.
I PERCEIVE THEM TO BE PAYING
ATTENTION TO WHAT IS GOING ON
AROUND THE COUNTRY AND
CONVERSATIONS AROUND
INNOVATIONS.
I THINK THESE ARE AREAS WHERE
SPD AND SEATTLE COULD PUSH
FORWARD AND GO BEYOND WHAT IS
CURRENTLY BEING DONE IN MOST
POLICE DEPARTMNTS AND TRIED TO
INNOVATE AND DO SOME THINGS THAT
BRING MORE COMMUNITY
INVOLVEMENT TO SPD OPERATIONS
THAT BRING BETTER PRACTICES
THAT ARE GROUNDED IN SCIENCE TO
SPD TO IMPROVE THE TOOLS THAT
THEY HAVE TO DO THEIR JOBS.
THAT IS WHERE THOSE ARE
GROUNDED IN.
I BELIEVE THE AUTHORITY TO DO
THAT IS AS YOU STATED.
>> OKAY.
>> SO MAYBE, WHAT YOU CAN DO,
AND YOU HAVE KIND OF ALLUDED TO
THIS A LITTLE BIT IN YOUR
REMARKS IS, EXPLAIN TO US WHY
YOU THINK THAT THESE ARE THE
THREE AREAS THAT SHOULD BE
FURTHER EXPLORED AND ASSESSED
IN 2019 AND WHAT EXPERIENCES
YOU BRING TO BEAR TO ALLOW THIS
WORK TO BE SUCCESSFUL IN 2019
AND ULTIMATELY, WHAT IS THE
WORK PRODUCT HERE.
ONE OF THE THINGS THAT WE ARE
TRYING TO MOVE AWAY FROM THAT
EXISTED QUITE PREVALENTLY IN
THE FORMER ITERATION OF THE
POLICE ACCOUNTABILITY SYSTEM IS
THE GENERATION OF REPORTS FOR
THE SAKE OF GENERATING REPORTS
BUT THEN THEY WERE NOT TRACKED
AND NOTHING HAPPENED WITH THEM.
I DO NOT WANT US TO GET INTO
THE HABIT OF ENGAGING IN THAT
PAST PRODUCT IS.
SO I WOULD LIKE TO GET AN
UNDERSTANDING OF WHAT ARE THE
WORKED PRODUCT OUTCOMES.
WHAT IS IT THAT WE, THAT THE IG
IS TRYING TO ACCOMPLISH BY
PRIORITIZING SPECIAL PROJECTS
AND AGAIN, WHAT EXPERIENCE DO
YOU BRING TO BEAR AS THE FIRST
IG FOR THE CITY THAT WILL ALLOW
THE SPECIAL PROJECTS TO BE
SUCCESSFUL.
>> I THINK THIS REALLY CAME TO
A HEAD FOR ME WHEN I WAS
WORKING AS A POLICE LAWYER A
COUPLE OF YEARS AGO.
A CASE FROM ILLINOIS THAT WAS
REALLY ONE OF THE FIRST IN MY
RECOLLECTION TO ACKNOWLEDGE THE
USE OF DECEPTION IN AN
INTERROGATION OF A SUSPECT OF
BEING VIOLATIVE OF THEIR
CONSTITUTIONAL RIGHTS.
IT REALLY KIND OF HIGHLIGHTED
SOMETHING THAT I THINK HAS BEEN
BUBBLING AND IN SOME WAYS HAS
BEEN A HUGE ISSUE.
WITH USING COERCIVE TACTICS AND
CERTAIN SCHOOLS OF THOUGHTS
WITH GETTING INFORMATION FROM
SUSPECTS AND THAT SOMETIMES
RESULTING IN WRONGFUL
CONVICTIONS AND CONFESSIONS.
>> INCLUDING JUVENILES?
>> ESPECIALLY JUVENILES.
I THINK THEY ARE VERY
SUSCEPTIBLE TO THAT KIND OF
COERCION AND PRESSURE.
I DON'T THINK IT IS A PROBLEM
HERE IN SEATTLE BUT WHAT HAS
COME OUT OF A LOT OF THIS IS A
LOT OF RESEARCH AND SCIENCE
ABOUT HOW HUMAN BEINGS REMEMBER
THINGS AND HOW THEY TELL
STORIES AND AT WHAT POINTS IN
TIME MEMORY IS CLEARER.
AND I THINK USING THAT SCIENCE
TO MAKE THE WAY SPD SOLICITS
INFORMATION AND GETS
INFORMATION TO INVESTIGATE
CRIMES IS REALLY CRITICAL.
WHY WOULD YOU NOT USE GOOD
SCIENCE TO INFORM HOW YOU
INTERROGATE AND INVESTIGATE
CRIME.
IN THE SAME WAY YOU USE
EMERGING FORENSIC SCIENCE IS IT
CAME OUT TO YOUR ADVANTAGE TO
SOLVE A CRIME.
THERE IS NO REASON NOT TO USE
INNOVATIONS IN THAT WAY TO MAKE
CRIME SOLVING BETTER AND MORE
ACCURATE AND REDUCE THE
LIKELIHOOD THAT INNOCENT PEOPLE
WILL IN SOME WAY BE SWEPT UP
AND PUNISHED FOR SOMETHING THAT
THEY DID NOT DO.
TO ME IT HAS ALWAYS BEEN
CRITICAL.
IT IS AN OPPORTUNITY BECAUSE
THE CONSENT DECREE ACTIONS HAVE
FOCUSED ON PATROL.
PATROL HAS BORNE THE BRUNT OF
MOST OF THE CHANGES THAT HAVE
COME THROUGH IN THE CONSENT
DECREE THIS IS REALLY A PROJECT
THAT FOCUSES A BIT ON THE
INVESTIGATIVE FUNCTIONS OF SPD.
SO DETECTIVES AND LIKE THAT.
THIS GIVES THEM A LITTLE BIT OF
SOMETHING TO DO AND GIVES ALL
OF THEM ADDITIONAL TOOLS AND
SKILLS TO BE ABLE TO, I THINK,
WORK SMARTER AND BETTER TO
SOLVE CRIME.
>> SO, YOU CURRENTLY THIS IS
MORE OF AN OPPORTUNITY TO CLEAN
UP OR MAKE SURE THAT THERE IS
SOME SORT OF STANDARDIZED SET OF
INTERROGATION AND TRAINING
PROCESSES FOR THOSE THAT ENGAGE
IN INVESTIGATIONS BUT YOU ARE
NOT PUTTING THIS ON THE LIST OF
IMPORTANT TOPICS BECAUSE THERE
IS AN APPROPRIATE STANDARDS.
>> EXACTLY.
THIS IS SOMETHING WE HAVE
UNDERTAKEN IN CONJUNCTION WITH
CPC.
THEY HAVE A STRONG INTEREST IN
THIS TOPIC.
I THINK THEY HAVE DIFFERENT
IDEAS ABOUT WHY IT IS NECESSARY
THEN I DO AND I DON'T WANT TO
UNFAIRLY STATE THEIR POSITION
OR MISSTATE THEIR POSITION BUT
FROM MY PERSPECTIVE, IT IS
ABOUT GIVING OFFICERS BETTER
TOOLS AND USING WHAT I FEEL
LIKE IS FAIRLY CUTTING EDGE
INFORMATION THAT FOR SOME
REASON IS NOT GAINING WIDE
ACCEPTANCE IN THE UNITED STATES
BUT IN OTHER AREAS LIKE THE UK
IS WIDELY USED WITH GREAT
SUCCESS.
>> FOLLOW-UP QUESTION.
>> YES.
>> IT WOULD BE HELPFUL TO HAVE
A BETTER UNDERSTANDING ABOUT
THE DIFFERENTIATION BETWEEN THE
AUDITS AND OTHER WORK PROGRAMS
THAT ARE OUTLINED IN THE
LEGISLATION AND WHAT ARE
INTERESTING PROJECTS THAT YOU
FEEL NEED TO BE PRIORITIZED BUT
ARE NOT PART OF THE WORK
PROGRAM THAT WAS IDENTIFIED.
HOW MUCH OF THE WORK THAT YOU
ARE PLANNING TO DO IN 2019 IS
CLEARLY LAID OUT IN THE
LEGISLATION AND PART OF THE
REQUIREMENTS THAT YOU NEED TO
PERFORM AS PART OF THE DUTIES
OF SERVING AS IG AND WHAT
PROJECTS ARE IMPORTANT FOR US
TO UNDERSTAND AND EVALUATE THEIR
FURTHER BUT HAVE MORE DISCUSSION
.
>> I THINK THERE IS A FAIR
AMOUNT OF DISCRETION BUILT INTO
THE ORDINANCE IN TERMS OF
PROJECTS FOR IG.
THERE ARE CERTAIN AUDITS THAT
ARE MANDATED AND TOPIC AREAS
THAT ARE SUGGESTED AND THAT WE
HAVE A RESPONSIBILITY FOR BUT
IT DOES NOT NECESSARILY
INDICATE THAT THERE IS A
REQUIREMENT THAT IT IS DONE ON
ANY SORT OF DELINEATED BASIS.
WHAT THE OFFICE OF INSPECTOR
GENERAL HAS AN OBLIGATION TO DO
IS TO KEEP AN EYE OUT FOR BEST
PRACTICES AND FOR MOVING THE
DEPARTMENT FORWARD IN AREAS
THAT WE BELIEVE ARE CRITICAL
TO PUBLIC CONFIDENCE, TO
TRANSPARENCY AND TO COMMUNITY
NEEDS.
AND I THINK THAT YOU WOULD BE
HARD-PRESSED TO FIND ANYONE WHO
WOULD SAY THAT WRONGFUL
CONVICTIONS AND FALSE
CONFESSIONS, ESPECIALLY WITH
VULNERABLE POPULATIONS LIKE
JUVENILES OR THERE COULD BE
CULTURAL FACTORS THAT COME INTO
PLAY IN AN INTERROGATION WHERE
PEOPLE ARE BEING SWEPT UP INTO
THE CRIMINAL JUSTICE SYSTEM,
PERHAPS WRONGLY, PERHAPS THERE
ARE NO ONE'S FAULT EXCEPT FOR
MAYBE A POOR UNDERSTANDING OF
SCIENCE IN HUMAN NATURE.
IT IS NOT JUST A VANITY PROJECT
FOR ME BECAUSE IT IS NEAT.
I THINK IT IS CRITICAL TO THE
TRUST THAT COMMUNITY HAS IN
THEIR POLICE DEPARTMENT AND
THAT THE POLICE DEPARTMENT IS
USING THE BEST INFORMATION,
SCIENCE AND TOOLS AVAILABLE TO
INVESTIGATE AND SOLVE CRIME IN
A WAY THAT IS FAIR AND
CONSTITUTIONAL.
I DON'T THINK ANY OF THE THINGS
ON THIS LIST ARE JUST SIMPLY
DISCRETIONARY.
I THINK THEY ARE THINGS THAT THE
OFFICE OF INSPECTOR GENERAL
BELIEVES ARE IMPORTANT TOOLS
FOR SPD TO HAVE TO MOVE FORWARD
IN THE FRAMEWORK OF PROVIDING
CONSTITUTIONAL AND RESPECTFUL
COMMUNITY POLICING.
>> I WOULD SAY, COUNCIL MEMBER
JOHNSON, THAT THERE ARE VERY
SMALL NUMBER OF CLEARLY
ENUMERATED REQUIRED
RESPONSIBILITIES OF AUDITING
AND INVESTIGATION THAT HAVE TO,
AT A MINIMUM, BE DONE BY THE
INSPECTOR GENERAL.
THERE IS A BROADER CATEGORY OF
ITEMS THAT THE IG WOULD LIKE TO
PRIORITIZE IN THE SPECIAL
PROJECTS AREA THAT IS LARGELY
LEFT TO THE DISCRETION OF THE
INSPECTOR GENERAL.
THIS IS OUR OPPORTUNITY, AS
COUNCIL MEMBERS AND MEMBERS OF
THIS COMMITTEE TO HAVE A FIRST
VIEW IN HEARING WHAT THE
INSPECTOR GENERAL PROPOSES TO
PRIORITIZE AND TO GET A BETTER
UNDERSTANDING OF WHAT HER
THINKING IS AS TO WHY THOSE
AREAS NEED TO BE PRIORITIZED.
THIS ALSO ALLOWS THE CITY
COUNCIL TO ADD TO THE WORK PLAN
OR OTHERWISE MODIFY HER WORK
PLAN.
IF IT DEEMS THAT IS THE
APPROPRIATE THING FOR US TO DO.
AND SO, THIS IS A FIRST
OPPORTUNITY FOR US TO HAVE A
CONVERSATION AROUND GETTING A
MORE ROBUST UNDERSTANDING OF
YOUR THINKING AS TO WHY THESE
ITEMS MADE IT ONTO THE LIST AND
HOW YOU EXPECT TO ADVANCE THAT
WORK IN A WAY THAT IS
SUCCESSFUL AND FRUITFUL AND
PRODUCES SOMETHING BESIDES A
REPORT.
AND, IT IS OUR OPPORTUNITY TO
WALK AWAY WITH THAT INFORMATION
AND THINK A LITTLE BIT MORE
CONCRETELY ABOUT WHAT WE, AS A
CITY COUNCIL, THINK ABOUT YOUR
WORK PLAN AND WHAT WE MIGHT
WANT TO INCLUDE IN THE WORK
PLAN.
WE HAVE NOT GOTTEN TO THIS
SECTION QUITE YET, BUT IT IS
COMING UP.
THERE IS ALSO A REQUIREMENT IN
THE ORDINANCE THAT REQUIRES THE
INSPECTOR GENERAL TO SOLICIT
PROJECTS FROM THE OTHER
ACCOUNTABILITY ENTITIES AND TO
TELL US AS A CITY COUNCIL THOSE
PROJECTS THAT WERE ACCEPTED,
REJECTED, TABLED FOR WHATEVER
REASON.
SO WE WILL HAVE THE OPPORTUNITY
TO HEAR FROM YOU PRETTY QUICKLY
WHAT SOME OF THOSE DECISIONS
WERE AND WHY.
>> AND, JUST QUICKLY, THE PEER
INTERVENTION PROGRAM IS FAIRLY
LOW HANGING FRUIT WITH HIGH
YIELD.
AND THAT IS WHY IT MADE IT ON
THERE.
IT CAN BE DONE FAIRLY EASILY
AND IT IS JUST A MATTER OF
WORKING WITH SPD TO DEVELOP
WHAT THAT LOOKS LIKE. WE HAVE
ALREADY MET SEVERAL TIMES AND
THEY HAVE TAKEN THAT ON SO THAT
IS A FAIRLY EASY ONE.
>> AND IT IS A PRETTY
SUCCESSFUL PROGRAM IN NEW
ORLEANS.
>> YES.
IT WORKS FOR NEW ORLEANS.
THE CRITICAL THING IS TO FIGURE
OUT WHAT WORKS FOR SEATTLE.
WE NEED TO FIGURE OUT WHAT
WORKS WELL FOR SEATTLE.
WITH SENTINEL REVIEW, I AM
CONSISTENTLY ASKED ABOUT HIGH
PROFILE INCIDENTS LIKE OFFICER
INVOLVED SHOOTINGS. WE HAD A
TRAGIC EVENT JUST RECENTLY,
WITHIN THE LAST FEW WEEKS, THAT
I THINK HIGHLIGHTS THE NEED TO
HAVE SOME REALLY IN-DEPTH
REVIEW PROCESS OF AN EVENT LIKE
THAT THAT INVOLVES COMMUNITY AND
ANSWERS THE QUESTIONS THAT
COMMUNITY HAS ABOUT THOSE EVENTS
AND LOOKS AT IT FROM A BROADER
PERSPECTIVE THAN IS CURRENTLY
DONE IN THE LAW ENFORCEMENT
REVIEW CONTEXT.
I THINK THAT IS ONE OF THOSE
THINGS THAT FEELS TO ME LIKE
ULTIMATELY IS REALLY IMPORTANT
FOR TRANSPARENCY AND COMMUNITY
CONFIDENCE AND COMMUNITY
INVOLVEMENT FRANKLY, IN THESE
KINDS OF THINGS.
>> SO ONE OF THE THINGS THAT I
NOTICED IN THE WORK PLAN THAT
REALLY STOOD OUT TO ME IS THE
SEATTLE POLICE DEPARTMENT HAS
REQUESTED THAT THE OFFICE OF
INSPECTOR GENERAL CONSIDER
PROVIDING A FAMILY LIAISON
SERVICE TO SHARE INFORMATION
WITH FAMILIES THAT MIGHT BE
IMPACTED WITHIN THIS SPACE AND
THAT IS SORT OF BEYOND THE
FUNCTIONS THAT ARE DESCRIBED IN
THE ORDINANCE FOR THE IG AND I
THINK THE WORK PLAN INDICATES
THAT YOU ALL ARE GOING TO
CONTINUE CONVERSATIONS WITH
THEM ABOUT THAT SUGGESTION AND
IDENTIFYING OTHER SOLUTIONS.
CAN YOU TALK A LITTLE BIT MORE
ABOUT YOUR UNDERSTANDING OF
THEIR REQUEST FOR A FAMILY
LIAISON SERVICE AND WHY THEY
BELIEVE THE IG IS THE PLACE
WHERE THAT SHOULD BE HOUSED AND
WHAT YOUR PERSPECTIVE IS OF
THAT SUGGESTION.
>> SURE.
I THINK THAT OIG WAS THROWN
INTO THE MIX BECAUSE IT CAME UP
PRIOR TO ME JOINING THE CITY OF
SEATTLE AND HAVING AN ACTUAL
OIG OFFICE IN EXISTENCE.
THE RECOMMENDATION CAME IN THAT
THIS FUNCTION NEEDS TO HAPPEN
AND WE WILL WAIT FOR THE
INSPECTOR GENERAL TO FIGURE OUT
WHERE THAT GOES.
I DON'T BELIEVE IT IS A
FUNCTION THAT IS PROPERLY
HOUSED IN HIGH OFFICE.
IT HAS BEEN MY EXPERIENCE THAT,
IN QUITE A LONG TIME OF BEING
INVOLVED IN OFFICER INVOLVED
SHOOTINGS AND OTHER TRAGIC
EVENTS WORKING FOR A
MUNICIPALITY THAT FREQUENTLY
FAMILIES DON'T WANT TO HEAR FROM
THE AGENCY OR THE GOVERNMENT
ENTITY THAT WAS RESPONSIBLE FOR
THE DEATH OF A LOVED ONE.
SO, I WILL BE MEETING WITH CPC
TO TALK ABOUT WHAT THAT LOOKS
LIKE AND WHERE THAT MIGHT BE AN
APPROPRIATE FUNCTION.
SOME SORT OF VICTIM SERVICES
FUNCTION THAT REALLY IS NOT OIG.
THE CRITICAL PIECE THERE THOUGH
IS THAT YOU CAN SET UP SOMEBODY
WHO IS A LIAISON BUT UNLESS
THERE IS REAL-TIME REAL
INFORMATION COMING FROM SPD TO
THE LIAISON AND GOING TO THE
FAMILY, IT DOES NOT WORK.
SO WE HAVE GOT TO HAVE A
MECHANISM SET UP WHERE THE
FAMILY LIAISON IS HOUSED
APPROPRIATELY BUT THEY ARE
GETTING EVERYTHING THAT THEY
NEED IN TERMS OF INFORMATION TO
PASS ON TO THE FAMILY.
SO I WILL WORK WITH CPC AND SPD
TO IDENTIFY THAT AND SET UP THE
MECHANISM FOR THAT INFORMATION
FLOW.
>> I THINK YOU SHOULD ALSO
INCLUDE THE OFFICE OF POLICE
ACCOUNTABILITY THAT HAS PRIMARY
RESPONSIBILITY FOR
INVESTIGATIONS TO BEGIN WITH
AND AS WE MOVE TOWARDS A MODEL
WHERE THERE IS INCREASING
ORGANIZATION WITHIN THE OFFICE
OF POLICE ACCOUNTABILITY, THERE
IS A UNIQUE OPPORTUNITY TO
THINK ABOUT HOW THIS FUNCTION
COULD OR SHOULD FIT INTO THE
ORGANIZATIONAL MODEL.
>> WE HAVE HAD PRELIMINARY
DISCUSSIONS ABOUT WHERE SHOULD
FALL AND WHO SHOULD BE
RESPONSIBLE FOR THAT SO THEY
ARE FOLDED INTO THE DISCUSSION
AS WELL.
>> SHOULD WE MOVE ON TO THE
WORK PLAN REQUEST BY OUR
PARTNERS?
>> WE ARE RUNNING A LITTLE
BEHIND SO I AM GOING TO GIVE
YOU ABOUT SIX MINUTES.
>> NO PROBLEM.
SO, WHAT WE HAVE DONE IS, WITH
THE WORK PLAN REQUEST FROM OUR
PARTNERS, WE HAVE EITHER
DECIDED TO TAKE THEIR
SUGGESTIONS AND FOLD THEM INTO
THE AUDITS THAT WE HAVE
CURRENTLY PLANNED OR DO SOME
SORT OF ASSESSMENT OF WHEN WE
CAN FOLD THOSE IN.
WE GOT SOME REALLY GOOD
SUGGESTIONS FROM CPC, SPD AND
OPA.
WE MET WITH COUNCIL MEMBERS AS
WELL AND SOLICITED INFORMATION
THERE.
IN TERMS OF CBCS THEY HAVE
ASKED US TO DO A RACIAL
DISPARITY REVIEW AND WE ARE
INVOLVED IN SOME OF THE RACIAL
DISPARITY DISCUSSIONS AND
ANALYSES GOING ON. WE WILL DO A
PATTERN ANALYSIS OF THAT FOR
OUR ANNUAL REPORT AND WE ARE
WORKING WITH THEM ON THE
INTERROGATION PRACTICES
PROJECT.
THE FEDERAL TASK FORCE
IMMIGRATION ISSUE, WE HAVE
WORKED INTO OUR AUDIT ON TASK
FORCES AND MUTUAL AID
AGREEMENTS.
THEY HAVE ASKED US TO LOOK AT
LITIGATION TRENDS AND WE WILL
DO THAT AS PART OF OUR ANNUAL
REPORT.
OPA WORKPLAN REQUESTS FOR WERE
FOR IG TO LOOK AT SPECIAL
COMMISSIONS AND WE HAVE
INCORPORATED THAT INTO OUR
MUTUAL AID AUDIT.
THEY HAVE ASKED US TO LOOK AT
THE SUPERVISOR HANDLING OF
MINOR MISCONDUCT ALLEGATIONS.
WE WILL PUT THAT ON OUR SLATE
WHEN THERE IS SUFFICIENT DATA TO
ANALYZE THAT PROGRAM AND THEY
HAVE ASKED US TO CHANGES TO
TRAINING AND POLICY WHEN IT
COMES TO USE OF FORCE.
WE HAVE AN ONGOING REVIEW OF
THAT AND WE WILL DETERMINE,
PROBABLY AFTER THE SUSTAINMENT
PERIOD, HOW WE WORK THAT INTO A
FORMAL AUDIT.
THESE ARE SOME OF THE OTHER
HORIZON AND TOPIC AREAS THAT WE
ARE TAKING A LOOK AT.
WE WILL BE TRACKING DISCIPLINE
RECOMMENDATIONS AND APPEAL
PROCESSES FOR TRENDING ANALYSIS.
ONE OF THE THINGS THAT ONE OF
OUR POLICY ANALYSTS WILL BE
DOING SHORTLY IS PROVIDING A
WORKFLOW CHART OF THE ENTIRE
DISCIPLINARY AND APPEALS
PROCESS FOR US TO USE.
I FIND THAT IT IS VERY
DIFFICULT TO FIND SOMEBODY WHO
HAS A COMPLETE AND FULL
UNDERSTANDING OF THE ENTIRE
PROCESS FROM START TO FINISH
WITH ALL OF THE VARIOUS
DECISION AND PRESSURE POINTS
ALONG THE WAY.
SO WE WILL BE PROVIDING THAT TO
OUR FOLKS. AND THE DATA
ANALYTICS PLATFORM DEVELOPED BY
SPD IS REALLY AN AMAZING AND
OFFICER OFFERS UNPRECEDENTED
ABILITY TO ACCESS THE SPD DATA.
WE ARE GETTING TO KNOW IT AND
WHAT IT CAN DO IN TERMS OF OUR
OWN DANA ANALYTICS.
IT IS TAKING A LOT OF TIME AND
ENERGY AND IT IS QUITE GOOD
INFORMATION.
WE WILL BE PARTNERING WITH THE
MONITORING TEAM TO BRING OUR
EXPERTISE TO USE FOR THEM IN
THE SUSTAINMENT PERIOD.
>> THAT IS GREAT.
>> AND I THINK I WILL GO AHEAD
AND WRAP IT UP THERE AND LEAVE
YOU SOME TIME FOR OTHER
QUESTIONS YOU MIGHT HAVE.
>> COUNCIL MEMBER HERBOLD, DO
HAVE QUESTIONS OR COMMENTS?
>> NO.
>> I JUST WANT TO SAY THANK YOU
FOR PUTTING TOGETHER A VERY
THOROUGH WORKPLAN AND
PRESENTATION AND FOR SPENDING
SOME TIME WITH US THIS MORNING
TO PUBLICLY TALK ABOUT WHAT YOU
HOPE TO BE ABLE TO ACCOMPLISH
IN 2019.
I KNOW THAT YOU ARE STILL
WORKING TO FULLY STAFF YOURSELF
UP IN THE OFFICE AND I THINK
THAT WILL BE A CRITICAL
COMPONENT TO ACHIEVE A LOT OF
THE THINGS THAT YOU HAVE
DESCRIBED THAT YOU WANT TO DO
IN 2019.
AND I THINK THAT THE NEXT THING
THAT I AM INTERESTED IN DOING
IS MAKING SURE THAT ANY COUNCIL
PRIORITIES THAT MAY NOT ALREADY
BE INCLUDED WITHIN YOUR
WORKPLAN ARE CONSIDERED BY THE
IG.
WILL MAKE SURE TO FOLLOW UP
WITH YOU TO MAKE SURE THAT
THOSE AREAS ARE PROPERLY
INCLUDED OR INCORPORATED OR AT
LEAST CONSIDERED BY YOU IN SOME
WAY TO MAKE SURE THAT SOME OF
THE WORK THAT WE ARE DOING HERE
HAS SOME SYNERGY WITH THE WORK
THAT YOU ARE DOING.
I THINK THAT IS IT.
AND UNLESS YOU HAVE ANYTHING
ELSE TO ADD, WE WILL LET YOU
GO.
>> I DO NOT.
YOU CAN'T CUT VERY MUCH.
WE APPRECIATE IT.
>> THANK YOU, FOR BEING WITH US
THIS MORNING.
WE WILL GO AHEAD AND READ THE
SECOND AGENDA ITEM INTO THE
RECORD.
ROXANNE IF YOU CAN DO THAT
WHILE FOLKS MAKE THEIR WAY UP
THAT WOULD BE GREAT.
>> EMERGENCY 911 SYSTEM OUTAGE
ON DECEMBER 2 27 2018 AND
RESPONSE PROTOCOL.
>> IF YOU ARE HERE TO GIVE US
ADDITIONAL INFORMATION PLEASE
JOIN US AT THE TABLE AND
ROXANNE WILL GET THE
PRESENTATION UP.
GOOD MORNING.
>> LET'S START WITH A ROUND OF
INTRODUCTIONS AND THEN I AM
GOING TO HAND IT OVER TO YOU
FOR INTRODUCTORY REMARKS AND THE
PRESENTATION.
>> I AM LISA K FROM CANCEL
CENTRAL STAFF.
CHRIS LAMBERT, BATTALION CHIEF
OVERSEEING THE FIRE DEPARTMENT
911 DISPATCH.
>> I AM LAUREL NELSON, DEPUTY
DIRECTOR OFFICE OF EMERGENCY
MANAGEMENT.
>> BARB GROFF, DIRECTOR OF THE
OFFICE OF EMERGENCY MANAGEMENT.
>> JUST A LITTLE BIT OF CONTEXT
OF 911 AND HOW IT FITS WITH
EMERGENCY MANAGEMENT.
WHEN WE CALL 911, OUR CALL
TRAVELS VERY QUICKLY THROUGH A
COMPLEX SYSTEM STARTING WITH
PRIVATE TELECOMMUNICATION AND
THEY CONNECT WITH THE LOCAL 911
CALL CENTERS.
WE ALSO CALL THAT PUBLIC SAFETY.
SEATTLE HAS TWO OF THE 12 APPS.
THE POLICE APP CANCEL ANSWERS
ALL OF THE 911 CALLS AND THEN
FORWARDS ANY CALLS FOR FIRE OR
MEDICAL HELP TO THE FIRE PIECE
APP.
TE OFFICE OF EMERGENCY
MANAGEMENT DOES NOT USUALLY
BECOME INVOLVED IN THESE FOR
SMALL-SCALE EMERGENCIES THAT IT
DOES COORDINATE EMERGENCIES AS
WELL AS MAJOR EMERGENCIES.
THAT IS JUST A BRIEF CONTEXT
AND I CAN TURN IT OVER TO MARK.
>> THAT WAS THE MOST EFFICIENT
SUMMARY OF APPROXIMATELY TWO
YEARS WORTH OF WORK.
WE APPRECIATE THAT.
IT FELT MUCH MORE DETAILED WHEN
I WAS IN THE MIDST OF IT.
SO LET'S GO AHEAD AND DIG INTO
THE PRESENTATION.
>> GOOD MORNING AND THANK YOU
FOR HAVING US HERE TO HAVE A
CONVERSATION ABOUT THIS.
PLEASE JUMP IN IF YOU HAVE
SOMETHING TO ADD.
WE CAN TAKE ON ANY QUESTIONS
THAT YOU MIGHT HAVE.
THIS IS IN REFERENCE TO THE 911
OUTAGE ON DECEMBER 27 OF LAST
YEAR.
WE ARE GOING TO FIRST GIVE A
QUICK OVERVIEW OF THE EVENT TO
INCLUDE A TIMELINE OF THE
DIFFERENT INCIDENTS WITHIN THE
EVENT THAT OCCURRED AND WALK-
THROUGH QUESTIONS THAT HAVE
BEEN POSED AND THEN AGAIN, WE
WILL FIELD ANY QUESTIONS THAT
YOU HAVE.
I THINK WE ALSO PROVIDED A
SUMMARY DOCUMENT AND THE SLIDE
BRACKET REPRESENTS THAT IT IS
THERE.
THIS INCIDENT REALLY WAS
COMPRISED OF TWO EVENTS.
THE FIRST BEGAN ON DECEMBER 27
AT ABOUT 12:45 AM.
AT THAT TIME, THE 911 CENTER
WHICH WE WILL REFER TO AS THE
CENTER GOING FORWARD, RECEIVED
INFORMATION THROUGH EQUIPMENT
LOGS THAT INDICATED THAT 911
CALLS WERE NOT CONNECTING TO
THE CENTER.
ABOUT 32 MINUTES LATER, THE
CENTER RECEIVED INFORMATION
THAT WE WERE ONCE AGAIN
RECEIVING THOSE CALLS AND THAT
EVERYTHING WAS BACK UP AND
RUNNING.
AFTER THAT, BETWEEN ABOUT 1:20
AM AND ABOUT 9:17 AM THERE WERE
CONVERSATIONS UP AND DOWN THE
CHAIN OF COMMAND AND
CONVERSATIONS WITH THE KING
COUNTY E 911 ABOUT WHAT HAD
TAKEN PLACE.
KING COUNTY ACKNOWLEDGED THAT
THERE HAD BEEN AN EVENT THAT
IMPACTED SEVERAL AGENCIES AND
THEY BEGAN INTERACTING WITH THE
VENDORS WHICH ARE BOTH CENTURY
LINK AND COMTECH TO SEE WHAT
OCCURRED.
IT WAS AT THAT TIME THAT WE
LEARNED THAT CENTURY LINK WAS
DEALING WITH A MASSIVE OUTAGE
THAT WENT FAR BEYOND THE
SEATTLE AND KING COUNTY AREA
AND WELL BEYOND THE STATE AS
WELL.
THE SECOND INCIDENT LASTED
SIGNIFICANTLY LONGER.
IT LASTED ABOUT 11.5 HOURS.
IT BEGAN AT ABOUT 8:22 PM ON
DECEMBER 27.
AGAIN THE LOGS INDICATED THAT
CALLS WERE NOT MAKING IT INTO
THE CENTER.
COMMUNICATION WITH KING COUNTY
E 911 INDICATED THAT IT WAS A
PROBLEM WITH CENTURY LINK AND
IT WAS AN ONGOING PART OF THE
NATIONAL OUTAGE THAT WAS TAKING
PLACE.
IT WAS AT THIS TIME THAT
SEATTLE FIRE DEPARTMENT,
SEATTLE POLICE DEPARTMENT,
PUBLIC INFORMATION OFFICERS GOT
TOGETHER TO BEGIN TO CREATE A
CONSISTENT MESSAGE FOR FOLKS
WITHIN SEATTLE. THE SEATTLE
FIRE DEPARTMENT ISSUED AN ALERT,
PROVIDING PEOPLE INFORMATION
THAT E 911 IT WAS DOWN AND
HAVING THEM USE A NORMAL
EMERGENCY, NOT EMERGENCY
TELEPHONE NUMBERS TO
COMMUNICATE WITH THE CENTER.
AT ABOUT 11:25 PM THAT EVENING
THERE WAS A STATEWIDE EMERGENCY
ALERT SYSTEM ACTIVATION BUT
ALSO SHARED INFORMATION ABOUT
THE OUTAGE.
THROUGHOUT THE REST OF THAT
EVENING UNTIL ABOUT 7:05 AM THE
FOLLOWING MORNING, KING COUNTY
E 911, WHILE THEY WERE
PROVIDING UPDATES, THE UPDATES
WERE BASICALLY WAS THAT THERE
WAS NO CHANGE IN THE STATUS AND
THAT THE SITUATION WAS DOWN.
SO THE FIRST INCIDENT LASTED
ABOUT 32 MINUTES ON THE SECOND,
11.5 HOURS.
IN BOTH CASES, OUR KNOWLEDGE OF
IT WAS GENERATED THROUGH THE
EQUIPMENT LOGS,, MEDICATIONS
WITH KING COUNTY 911 WAS THAT
THIS WAS PART OF A LARGE
NATIONAL OUTAGE RESULTING FROM
CENTURY LINK AND IN BETWEEN THEN
WE HAD VERY LITTLE INFORMATION.
SO WE WILL GO THROUGH A SERIES
OF QUESTIONS TO TAKE A LOOK
ABOUT HOW IT ACTUALLY IMPACTED
OUR CENTERS.
THE FIRST IS WHAT AFFECTED THE
OUTAGE HAVE ON THE 911 DISPATCH
CENTERS?
AS MENTIONED IN THE OPENING,
THE SEATTLE POLICE DEPARTMENT
911 CENTER IS THE PRIMARY CENTER
AND THAT MEANS THAT WHEN A CALL
COMES IN FROM 911, IT GOES TO
THE SEATTLE POLICE DEPARTMENT
CENTER WHERE IT IS TRIAGED AND
PASSED ON TO FIRE WHERE
APPROPRIATE.
THEY WERE UNABLE TO FIELD 911
CALLS FROM THE GENERAL PUBLIC
AND OPERATORS HAD TO SWITCH
ANSWERING OVER TO 10 DIGIT
NUMBERS AND THEY WERE EMERGENCY
AND NONEMERGENCY NUMBERS.
WE LEVERAGED OPERABILITY WITH
RADIO SYSTEMS TO COMMUNICATE
BETWEEN THE APPS AND THAT
CAUSED CENTER EMPLOYEES TO
REALLY HAVE TO PRIORITIZE THE
WORK THAT THEY WERE DOING.
>> ONE OF THE THINGS THAT YOU
DO NOT SPECIFICALLY MENTION
MARK WAS THAT IN ADDITION TO
THE 10 DIGIT LINES THERE WAS
THE ABILITY FOR PEOPLE TO TEXT
911 AND THAT TEXTING FUNCTION
IS RELATIVELY NEW TO THE SYSTEM.
IT IS PART OF THE WORK THAT WE
WERE TRYING TO DO IN TERMS OF
THE NEXT GENERATION OF 911 AND
HOW WE ALLOW PEOPLE TO TRANSMIT
EMERGENCY INFORMATION TO PEACE
APPS.
DO WE HAVE A SENSE OF HOW THAT
FUNCTIONED?
DID IT FUNCTION WELL OR ARE
THERE THINGS THAT WE LEARN FROM
THE TEXTING CAPABILITY BOTH IN
THE OUTAGE CONTEXT OR BROADLY
SPEAKING?
>> THANK YOU, FOR BRINGING THAT
UP.
I THINK IT WAS NEAR THE END OF
LAST YEAR THAT THE TEXT TO 911
FEATURE CAME ONLINE.
I DON'T HAVE SPECIFIC NUMBERS
ON THAT RIGHT NOW.
WE DO KNOW FROM TAKING A LOOK AT
THE OTHER LINES, THERE WAS A
300% INCREASE IN THE TWO 10
DIGIT LINES WHICH MAKES SENSE
BECAUSE THIS IS WHAT WE WERE
TELLING PEOPLE TO USE. ONE OF
THE COMPLICATED FACTORS IS THAT
CENTURY LINK IS OBLIGATED TO
PROVIDE US WITH AN AFTER ACTION
LOOK AND INFORMATION RELATED TO
CALL PERFORMANCE WHEN SOMETHING
LIKE THIS HAPPENS AND THEY HAVE
A 30 DAY WINDOW TO DO THAT.
THEY HAVE ABOUT FIVE MORE DAYS
TO PROVIDE THIS INFORMATION SO
AT THE MOMENT, IT IS HARD FOR
US TO ASSESS THE CALLS THAT WE
DON'T GET.
WE ARE RELIANT ON CENTURY LINK
IN THIS CASE TO DO THAT AND WE
DON'T YET HAVE THE INFORMATION
SO IT IS HARD FOR US TO TELL.
SO LET ME CHECK AND SEE WHAT
THE TEXT IN LOAD WAS.
>> IN TERM OF CENTURY LINK
OBLIGATION TO DISCLOSE THE
IMPACTS HERE IN TERMS OF PEOPLE
THAT WERE NOT ABLE TO CONNECT,
IS THAT A REPORT THAT ONLY GOES
TO THE FCC OR DO THEY PROVIDE
THAT TO US AS WELL?
>> WE DO GET INFORMATION ABOUT
CALLS THAT WERE NOT ABLE TO
CONNECT TO OUR CENTER.
IT IS FAIRLY DETAILED.
SO WE WILL GET THAT.
THERE IS AN FCC INVESTIGATION
THAT HAS BEEN OH AND ON THIS
INCIDENT BECAUSE IT IS WATCH IT
IS MUCH BROADER THAN WHAT WE
HAD TO DEAL WITH.
IN TERMS OF A COMPLETE REPORT
THAT WILL COME OUT OF THIS FROM
CENTURY LINK, I DO NOT KNOW IF
THAT WILL HAVE AN IMPACT ON THE
TIMING OF THAT.
THEY ARE OBLIGATED, UNDER ABOUT
A 30 DAY WINDOW OF TIME TO
PROVIDE A FORMAL ROOT CAUSE
ANALYSIS AND DOCUMENTATION
ABOUT THE SPECIFICS AND SCOPE
OF THE OUTAGE.
WE WILL RECEIVE THAT WITHIN
THAT PERIOD OF TIME OR THEY
WILL BE IN CONTACT WITH US TO
ASK FOR AN EXTENSION.
>> WHAT IS THE MECHANISM BY
WHICH THEY ARE REQUIRED OR
COMPELLED TO PROVIDE THAT REPORT
?
>> I BELIEVE IT IS JUST PART OF
THE AGREEMENT.
THEY ARE THE VENDOR AT THIS
POINT FOR E 911.
>> ARE THEY THE ONLY VENDOR FOR
E 911?
DO WE HAVE ANY DIVERSITY?
I KNOW THERE WAS A NOTE WITHIN
THE PRESENTATION THAT ONE OF
THE LESSONS LEARNED IS THAT WE
SHOULD HAVE INCREASED NETWORK
AND DIVERSIFICATION IN THE
SYSTEM.
>> ONE OF THE THINGS ABOUT THIS
IS THAT WE ARE COMPLETELY
RELIANT ON THE STATE AND THE
COUNTY FOR THIS.
THERE IS A PROJECT UNDERWAY
THAT WILL PROVIDE DIVERSITY
BOTH WITHIN CARRIERS SO IT
WOULD NOT, IN THIS CASE, IT
BEAT JUST CENTURY LINK OR
COMTECH.
THEY EACH HAVE A DIFFERENT PART
IN THIS.
THAT PROJECT THAT WILL BRING
ABOUT SOME OF THIS DIVERSITY IS
IN ITS INFANCY.
I THINK WE ARE HOPING TO PUT
TOGETHER THE DOCUMENTATION TO
GO OUT THIS YEAR SO IT IS
PROBABLY A MULTI YEAR STAGE AT
THIS POINT.
THAT WILL GO TOWARDS ADDRESSING
SOME OF WHAT YOU ARE ASKING.
>> OKAY.
>> IN SEVERAL YEARS.
>> THAT IS AT A REGIONAL LEVEL
IS MY UNDERSTANDING.
THE STATE EIS NET 2 IS IN PLACE
AND I DON'T THINK THAT HAS MORE
THAN ONE VENDOR.
IT IS, AS YOU KNOW, MANY
LAYERS.
>> THERE IS AN INCREDIBLE
AMOUNT OF LAYERS.
I THINK THE COMPLEXITY OF THE
PROJECT IS WHAT LED TO THE
DESIRE TO WORK AS A REGION ON
SOME OF THESE ISSUES RELATED TO
THE PEACE APPS AND GOVERNANCE
WAS A BIG PART OF THOSE
REGIONAL CONVERSATIONS BUT
ALSO, FINDING SOME SORT OF
CONFORMITY AND CONSISTENCY IN
TERMS OF THE DIFFERENT TYPES OF
TECH KNOWLEDGE HE THAT ARE
BEING USED AT THE PEACE APPS TO
ALLOW FOR A LEVEL OF
REDUNDANCIES THAT WILL BE A
FAILSAFE IF SOMETHING LIKE THIS
OCCURS IN THE FUTURE.
I AM CONCERNED THAT WE HAVE
MADE CONSIDERABLE PROGRESS IN
TERMS OF AGREEMENT AS A REGION
IN THE DIRECTION THAT WE ARE
HEADED BUT, THE REALITY AROUND
THE POTENTIAL IMPACT TO PUBLIC
SAFETY MEETING THE NEEDS OF
FOLKS WHO NEED EMERGENCY
SERVICES WHEN WE DON'T HAVE THE
DIVERSITY AND THE
TELECOMMUNICATIONS PLATFORMS
THAT WE KNEW NEED IS VERY
CONCERNING TO ME AND TO OTHERS
ON THE COUNCIL.
I THINK WE NEED TO FIGURE OUT
HOW TO GET MORE CLEAR ANSWERS
AND A BETTER SENSE OF TIMELINE
INTO A BETTER JOB OF
COMMUNICATING A SENSE OF URGENCY
AROUND ADDRESSING SOME OF THESE
DEFICIENCIES.
SO MAYBE SOMEBODY CAN HELP ME
DO THAT.
>> I THINK TO PICK UP WHERE WE
LEFT OFF HERE, WERE EMERGENCY
RESPONSES DELAYED DUE TO THE
OUTAGE?
AS I MENTIONED EARLIER, WE
DON'T HAVE ENOUGH INFORMATION
QUITE YET TO BE ABLE TO PROPERLY
REACH ANY CONCLUSIONS FROM
THIS.
I THINK THAT THERE IS ABOUT
FIVE DAYS LEFT ON THAT 30 DAYS
THAT THEY ARE OBLIGATED TO
PROVIDE THAT REPORT WITHIN.
WE HAVE ALSO MADE REQUESTS FOR
ADDITIONAL INFORMATION IN
REFERENCE TO THE MISSED CALLS
AND IF THERE IS A SMALL EVENT
WE GET THOSE IN A FAIRLY TIMELY
WAY AND WE TAKE AN ACTIVE
APPROACH TOWARDS REACHING OUT
TO THEM.
THIS IS A RATHER SIZABLE EVENT
AND NOW SOME TIME HAS GONE BY.
I AM NOT SURE OF THE
PRACTICALITY OF SOME OF THAT
BUT WE DO INTEND TO GET ALL OF
THE INFORMATION FROM THEM THAT
WE CAN IN ORDER TO MAKE THAT
ASSESSMENT.
THE QUESTION ABOUT WHAT THE
CITY PROTOCOLS ARE FOR
RESPONDING TO THESE TYPES OF
EVENTS -- NORMALLY THERE IS A
TERTIARY OPTION RELATED TO
TELEVISION SERVICES.
DUE TO THE NATURE AND MAGNITUDE
OF THE EVENT THAT WE HAD HERE,
THIS WAS NOT FEASIBLE FOR US TO
DO.
AS A RESULT, COMMUNICATION TO
THE PUBLIC WAS PARAMOUNT IN
TRYING TO GET OUT THE
INFORMATION THAT THEY NEEDED TO
USE THE 10 DIGIT TELEPHONE
NUMBER.
AND THE TEXTING OPTION IN ORDER
TO REACH OUT.
>> SO I WENT TO S SOME
QUESTIONS ABOUT THAT.
THESE TWO OUTAGES HAPPENED
WITHIN A DOZEN HOURS OF EACH
OTHER.
IN THE FIRST INSTANCE, WITH A
SHORT OUTAGE, ENGAGEMENT WITH
THE PIO, ESPECIALLY SINCE IT
WAS OVERNIGHT, MAKES A LOT OF
SENSE.
THAT THERE WAS NOT A WHOLE LOT
OF INFORMATION THAT YOU
PROVIDED US ABOUT THE
ENGAGEMENT WITH ANY PIO PEOPLE.
THE IDEA OF TRYING TO CONTACT
911 AND NOT BEING ABLE TO GET A
HOLD OF ANYBODY IS PRETTY
SCARY.
BUT IT WAS THE SECOND OUTAGE
WHERE THERE WAS A 1.5 HOUR DELAY
BEFORE CONTACTING A PIO AND
THEN A LITTLE WHILE AFTER THAT
BEFORE THAT INFORMATION WAS
BEING SHARED.
OVER THE COURSE OF THAT 11 HOUR
OUTAGE, IT SEEMS LIKE HAVING
HAD THE PREVIOUS NIGHTS
EXPERIENCES WE SHOULD HAVE BEEN
WORKING WITH PIO MORE QUICKLY
THAN A 90 MINUTE DELAY BEFORE
BEFORE THE FIRST COMMUNICATION
ABOUT THE ADAGE AND
ADDITIONALLY GETTING THAT
INFORMATION OUT BY THE PIO TOOK
SEVERAL HOURS AS WELL.
CAN YOU TALK A LITTLE BIT ABOUT
WHAT REFORMS YOU MIGHT BE
PROPOSING TO PROTOCOLS THAT
WOULD ENCOURAGE A MORE SWIFT
COMMUNICATION WITH PIO OUT TO
THE PUBLIC ABOUT THE OUTAGE.
IT JUST SEEMS TO ME LIKE AN
HOUR AND A HALF BEFORE THAT
COMMUNICATION AND THEN ANOTHER
2 1/2 HOURS BEFORE THE PIO WAS
EVEN TWEETING ABOUT THAT, WHICH
IS A PLATFORM THAT SOME PEOPLE
HAVE ACCESS TO AND SOME DON'T.
I WOULD LOVE TO KNOW HOW THE
AFTER EFFECTS OF THIS LONGER-
TERM OUTAGE OF 11.5 HOURS HAVE
CHANGED SOME OF THE PROTOCOLS
ABOUT ENGAGEMENT WITH PIO.
>> SURE.
AND FOR ANYBODY THAT HAS
ADDITIONAL INFORMATION ABOUT
THIS, PLEASE SHARE.
IN GENERAL, WE ARE LOOKING AT
THE EVENT NOW, AFTER IT
OCCURRED AND COMING OFF OF THE
FIRST INCIDENT THAT LASTED A
FAIRLY SHORT PERIOD OF TIME,
THERE WAS A LOT GOING ON DURING
THAT TIME IN ORDER TO DO TO YOU
TO FIGURE OUT WHAT WAS GOING ON
AND WHAT MAY BE THE APPROPRIATE
MESSAGE WAS TO SEND.
I WILL NEED TO REACH BACK OUT
TO OUR PIO TO GET GOOD
INFORMATION FOR YOU AND I AM
HAPPY TO DO THAT IN ORDER TO
FIND OUT EXACTLY WHERE ALL OF
THE, COMMUNICATION BEGAN AND
WHAT WENT INTO THE PLANNING AND
WHEN THEY ELECTED TO GET THAT
INFORMATION OUT.
I KNOW WE HAVE A COUPLE OF
DIFFERENT POINTS SET UP ON THE
TIMELINE HERE BUT I THINK THAT
IS DIFFERENT THAN THE ACTIVITY
THAT WAS GOING ON BEHIND THE
SCENES.
>> I CAN ADD TO THAT A LITTLE
BIT COUNCIL MEMBER.
THE OUTAGE WAS NOT REALLY ON OR
OFF.
THROUGHOUT THE DAY THERE WERE
THINGS THAT WERE GROWING AND
SHRINKING.
PART OF THAT WAS TRYING TO
ASSESS OR DO A SIZE UP AS FAR
AS WHAT STILL WORKED.
BEFORE WE JUST LAUNCHED WITH
THESE 10 DIGIT OR BACKUP 911
NUMBERS WE WANTED TO MAKE
ABSOLUTELY SURE THAT FIRST, 911
WAS NOT WORKING FOR US AND
THERE WAS NOTHING WE COULD DO
TO FIX IT LOCALLY.
AND THAT WAS WIDESPREAD AS WELL.
SO THAT WE COULD NOT WORK WITH
PARTNER AGENCIES AROUND THE
AREA TO GIVE THEM ALTERNATIVES.
THE TIMELINES MAY BE A LITTLE
MISLEADING IN THAT REGARD.
IT WAS NOT LIKE PEOPLE WERE
JUST WAITING AND THEN AT THE
LAST MINUTE WE NEED TO DO
SOMETHING ABOUT IT.
I WILL LET YOU YOU FINISH YOUR
COMMENTS BUT I CAN ADDRESS FOR
YOU WHAT WE WERE DOING BEHIND
THE SCENES IN THAT REGARD IF IT
WOULD HELP.
>> THAT IS HELPFUL CONTEXT.
THANK YOU.
FOR ME, AS SOMEBODY WHO IS NOT
STEEPED IN TWO YEARS OF
TRAINING ON THIS, BUT IS WHAT
IS IMPORTANT TO UNDERSTAND IS
THE LESSONS THAT WE MIGHT HAVE
LEARNED AFTER THIS LONGER-TERM
OUTAGE.
IT FEELS LIKE WE GOT EMERGENCY
HELP FROM TECH SUPPORT FROM
VENDORS AND GOT THE PROBLEM
FIXED AND THAT IS AN EVENT THAT
IS UNFORTUNATE BUT PROBABLY DID
NOT NECESSITATE WIDESPREAD
COMMUNICATION HOWEVER, ANY
INTERMITTENT LOSS OVER A LONGER
PERIOD OF TIME FEELS LIKE THE
KIND OF THING THAT THERE SHOULD
BE A TIME PERIOD PROTOCOL BY
WHICH ALL OF THE SUDDEN, ALL
PIO ARE NOTIFIED AND THEY NEED
TO DEVELOP A COMMUNICATIONS PLAN
TO GO OUT TO THE VARIOUS
CHANNELS THAT THEY WANT TO
COMMUNICATE OUT WITH THE
CHALLENGES WERE CONTACTED 911.
IT REMINDS ME A LOT OF THE
EMERGENCY NOTEBOOK THAT BARB
MAKES US HAVE OR THAT MONICA
SIMMONS MAKES ME HAVE AT MY
HOUSE.
>> AND WE THANK THEM FOR THAT.
>> WE ABSOLUTELY DO.
I KNOW WHEN SOMETHING HAPPENS,
THAT BOOK EXISTS AND I CAN
REFER TO THAT AND IT GIVES ME
THE PLAYBOOK OF WHAT I SHOULD
BE DOING AT THAT POINT IN TIME.
WHAT I AM LOOKING FOR HERE IS
AS WE GET FURTHER AWAY FROM
THIS EVENT, HOW HAVE WE LEARNED
FROM THIS IN ORDER TO UPDATE
THOSE PLAYBOOKS SO THAT THE
NEXT TIME AROUND WHEN WE REACH
MINUTE 29, AT MINUTE 30 WE
SHOULD BE CONTACTING THE PIO TO
MAKE SURE THEY ARE AWARE.
I THINK THESE LEARNING EVENTS
ARE REALLY IMPORTANT FOR US AND
IT HELPS US CONTINUE TO UPDATE
OUR PROTOCOLS.
THAT IS ALL I WAS OFFERING.
>> WE ACTUALLY, DURING THE DAY,
WE MADE NOTIFICATIONS TO THE
PIO DOES.
DURING THAT DAY, IT WAS JUST A
LONG DISTANCE COMPONENT.
WE TESTED AND VERIFIED THAT.
WE TESTED THE TEXT TO 911
DURING THE DAY AND NIGHT AND AS
YOU WERE SAYING, COUNCIL
MEMBER, THAT WORKED THROUGHOUT
THE DURATION.
ONE OF THE THINGS THAT WE FOUND
WAS THE LONG DISTANCE COMPONENT
OR THE TRUNK COMPONENT WAS
STARTING TO FAIL.
WE WERE FIRST IS NOTIFIED ABOUT
THAT FROM THE DISPATCH CENTER IN
THE BELLEVUE AREA.
THEY WERE HAVING TROUBLE
RECEIVING AND SENDING 911 CALLS
TO THE 911 CENTERS UP IN
SNOHOMISH COUNTY.
SO, THE SEATTLE FIRE DISPATCH
CENTER REACHED OUT TO ALL OF THE
911 CENTERS THAT WOULD BE LONG
DISTANCE THAT WE WORK WITH TO
MAKE SURE THAT THEY WERE, AT
THAT TIME, MONITORING THE
BACKUP SYSTEMS THAT WE HAVE IN
PLACE WITH OUR RADIO
INFRASTRUCTURE SO THAT IF WE
NEEDED TO TRANSFER INFORMATION,
EVEN THOUGH WE COULD NOT
TRANSFER THE CALLS, WE COULD
GET A HOLD OF THEM AND THEN WE
REACH OUT TO ALL OF THE OTHER
911 CENTERS WITHIN KING COUNTY.
SO WE MADE SURE DURING THE DAY
THAT BEFORE THINGS GOT BAD THAT
THINGS WERE WORKING IN THAT
REGARD.
SO EVERYBODY WAS ABLE TO PASS
INFORMATION AND THEN RECEIVED
911 CALLS THERE.
THAT GOT US THROUGH THE DAY AND
THEN THINGS GOT BETTER IN THE
AFTERNOON.
SO, AS YOU WERE SAYING, AT ABOUT
8:00 OR 830 THAT EVENING IS
WHEN WE WERE NOTIFIED BY POLICE
THAT THE SYSTEM WAS DOWN AGAIN.
SO WE ACTUALLY RESPONDED TO OUR
911 DISPATCH CENTER AND WE
NOTIFIED THE PIO RIGHT AWAY.
SO THEY WERE STARTING TO COME
INTO THE LOOP WITHIN 20-30
MINUTES, ABOUT THE SAME TIME
THAT WE WERE.
SO THERE IS THAT SIZE UP
ELEMENT OF HOW BAD IS IT, HOW
FAR-REACHING IS IT.
ONCE WE CONFIRM THAT EVERYBODY
WAS LISTENING TO THE BACKUP
SYSTEMS, ONE OF THE FIRST
THINGS WE DIRECTED THE PIO TO
DO AS WE WERE TRYING TO
QUANTIFY THE NATURE OF THIS
OUTAGE WAS TO START MONITORING
THE SOCIAL MEDIA FEEDS LIKE
TWITTER, INSTAGRAM AND FACEBOOK.
WE WANTED TO SEE WHAT OTHER
REGIONAL PARTNERS WERE
EXPERIENCING AS A BACKUP TO OUR
INFORMATION STREAMS AND TO SEE
IF PEOPLE WERE REPORTING
INFORMATION OR IF PEOPLE WERE
SAYING THEY WERE TRYING TO CALL
911 AND COULD NOT GET THROUGH.
WE FOUND OUT IN THE LAST FEW
YEARS THAT PAT PEOPLE WOULD
RESORT TO SOME OF THOSE SOCIAL
MEDIA FEEDS TO REPORT
EMERGENCIES.
SO THAT WAS A GOOD PART FOR US.
IN ADDITION, THE PIO SAND US
STARTED THAT COORDINATION EFFORT
WITH THE OTHER DISPATCH CENTERS
AND KING COUNTY 911.
ONCE WE MADE THE DETERMINATION
THAT THIS WAS CONTINUING TO GET
WORSE AND WE WERE NOT HEARING
BACK FROM THE PROVIDER WE WERE
FINDING OUT FROM THE STATE THAT
THIS WAS HAPPENING IN OTHER
COUNTIES.
THAT IS WHEN WE DECIDED THAT WE
NEED TO GIVE PEOPLE THE
ALTERNATIVE.
OUR PIO STARTED WORKING WITH
POLICE PIO TO CRAFT THE
MESSAGE.
THE MESSAGING FOR THAT, AND YOU
ALLUDED TO THE PLAYBOOK, THIS
WAS SUCH A UNIQUE EXPERIENCE.
WANTED TO MAKE SURE THAT WE
CRAFTED IT VERY WELL.
ONE OF THE THINGS THAT WE FOUND
IN THE PREVIOUS 911 OUTAGE A
FEW YEARS AGO AND OTHER
EXPERIENCES IS THAT MESSAGE
DOES NOT PERTAIN TO THE EVENT.
WHEN YOU GIVE THOSE 10 DIGIT
NUMBERS OUT, PEOPLE HOLD ONTO
THOSE FOUR YEARS IF NOT DECADES
AND THEY WILL CONTINUE TO CALL
911 ON THOSE NUMBERS.
WE WANTED TO MAKE SURE THAT WE
HAD THE RIGHT NUMBERS AND WE
WERE REACHING THE RIGHT
AUDIENCE FOR THAT AND THAT IT
WAS GETTING HELP TO THE PEOPLE
THAT NEEDED IT THE MOST.
SO WE STARTED SETTING THAT
MESSAGE OUT AND WE WANTED TO
SEND THE SAME MESSAGE AS OTHER
911 CENTERS.
ONE OF THE THINGS THAT WAS A
LITTLE FRUSTRATING FOR US IS
THAT WE WERE HOPING FOR A
LITTLE MORE CENTRALIZED MESSAGE
FROM THE COUNTY.
KNOWING THAT CITIZENS IN
SEATTLE ARE WATCHING NEWSFEEDS
AND KNOWING THAT THERE ARE
OTHER PEOPLE THAT COULD BE ON
BORDERING CITIES THAT GET THE
SAME MESSAGING AND THEY MAY NOT
KNOW THAT IT IS SEATTLE THAT
ANSWERS IN 911 CALLER OR OTHER
DISPATCH CENTER.
SO WE WERE HOPING FOR A MORE
CONSOLIDATED MESSAGING FROM
KING COUNTY 911.
UNFORTUNATELY THAT DID NOT
HAPPEN AND WE ARE TRYING TO
FIGURE OUT HOW TO IMPROVE ON
THAT.
WHAT YOU DID START TO SEE IS ON
THE NEWSFEEDS WAS THE DISK
COORDINATION.
WE STARTED TO SEE IF YOU'RE
HAVING AN EMERGENCY HERE IS THE
10 DIGIT NUMBER TO CALL AND
THEN THERE WERE ADDENDUM SAYING
IF YOU ARE IN BELLEVUE OR
REDMOND OR WHATNOT.
AND, WHAT WE WERE HOPING FOR
FROM KING COUNTY 911 AND THERE
PIO WAS TO, WHEN WE SAW THAT
WAS NOT GOING TO HAPPEN IS THAT
IS WHEN POLICE AND FIRE DECIDED
TO TAKE CARE OF THE FOLKS OF
SEATTLE.
THAT IS WHEN YOU SAW THE ALERT
SEATTLE COME OUT.
THAT REACHED JUST UNDER HALF 1
MILLION PEOPLE.
THEY HAD ALREADY REACHED THE
MEDIA AND WE HAD BEEN QUEUED UP
IN THE DIFFERENT TV FEEDS FOR
THAT MESSAGING TO GO OUT.
THAT IS WHEN SOCIAL MEDIA WENT
OUT AS WELL TO GIVE THOSE
ALTERNATIVE NUMBERS TO CALL.
>> ALTHOUGH I MYSELF HAD THE
SENSE TO BE ON VACATION AT THE
TIME, OUR DEPUTY DIRECTOR WAS
THOROUGHLY ENGAGED FROM THE
EARLY MORNING TIME AS WELL.
SO IN ADDITION TO EVERYTHING
THAT MARK AND CHRIS ALREADY
BROUGHT UP, THERE ARE OTHER
THINGS THAT THE OFFICE OF
EMERGENCY MANAGEMENT WAS DOING
AS WELL.
>> WE WERE ENGAGED FROM THE
ONSET WHEN THEY HAD THE FIRST 1
AM OUTAGE AND WE WERE IN THE
LOOP ON THE COMMUNICATIONS FOR
THAT.
IN THE MORNING WE REACHED OUT
TO OUR COUNTERPARTS IN KING
COUNTY AS WELL AS WASHINGTON
STATE EMERGENCY MANAGEMENT TO
MAKE SURE WE HAVE SITUATIONAL
AWARENESS BEYOND WHAT THE PIECE
APPS ARE GETTING FROM THEIR
CHANNELS.
IN THE AFTERNOON WE PLANTED A
SEED THAT IF FOR ANY REASON THE
SYSTEM BECAME UNSTABLE AGAIN,
WHAT DO WE NEED TO DO FOR MY
MESSAGING PERSPECTIVE.
AND THE POI WERE ALREADY ON IT.
THEY WERE READY TO GET GEARED
UP AS NECESSARY.
THERE WAS A DISCONNECT OF,
CLEARLY WE GOT OUR ALERT
SEATTLE MESSAGE PUSHED OUT.
KING COUNTY HAS A VERY SIMILAR
SITUATION AND THEY PUSHED OUT
THEIR ALERT SYSTEM MESSAGE AND
NOT TOO MUCH AFTER THAT WE SAW
THE EMERGENCY ALERT SYSTEM
MESSAGES THAT ONE OUT
STATEWIDE.
I WANT TO RECOGNIZE OUR
COUNTERPARTS IN THE EMERGENCY
MANAGEMENT SYSTEM.
THEY WERE PUSHING OUT REGULAR
ALERTS AND WE WERE ENGAGED IN
THOSE UPDATES AS WELL.
JUST FROM THE TAIL AND, THANK
GOODNESS THE SYSTEM BECAME
STABLE. AS WE GOT INTO FRIDAY.
WE WERE LEANING FORWARD
APPROPRIATELY SO WE ALREADY HAD
A MESSAGE PUSHED OUT AND WE HAD
A GENERIC MESSAGE READY TO GO
IF FOR ANY REASON THE SYSTEM
BECAME UNSTABLE AGAIN.
IN ADDITION TO THAT, OUR
COUNTERPARTS IN THE OFFICE OF
IMMIGRANT AND REFUGEE AFFAIRS
HAD TAKEN THAT GENERIC MESSAGES
AND TRANSLATED INTO SIX
LANGUAGES.
SO WE WERE READY, IF NEED BE,
TO PUSH IT OUT TO MULTIPLE
LANGUAGES.
WHICH IS A LARGER ISSUE THAT WE
NEED TO FACE FROM A STATEWIDE
PER SPOT IF THAT IS THE ABILITY
TO PUSH OUT IN MULTIPLE
LANGUAGES.
>> YOU HAD ASKED, COUNCIL
MEMBERS, WHAT WAS THE IMPACT
AND DO WE KNOW.
I KNOW THE FIRE DEPARTMENT AND
THE POLICE DEPARTMENT TODAY
TIME OVER COMPARISON.
WE DO KNOW THAT WE MISSED 911
CALLS.
DEPENDING ON THE HOUR, UPWARDS
OF A 60% DROP IN CALL VOLUME
THROUGH THE 911 LINES.
WE DON'T KNOW WHAT THOSE WERE.
SO WE HAVE NOT RECEIVED ANY
REPORTS AT THIS POINT.
YOU WOULD HAVE BEEN NOTIFIED BY
NOW IF THERE WAS A BIG FIRE IF
THERE WAS SOMETHING THAT WE DID
NOT RESPOND TO.
WHILE WE KNOW THAT THE CALL
VOLUME DROP SIGNIFICANTLY, WE
DON'T KNOW WHAT THE RESULT OF
THAT WAS AS FAR AS IMPACT TO
THE CITIZENS AT THIS POINT.
>> AND WE DON'T HAVE ANY, AT
THIS JUNCTURE ANY INFORMATION
OR UNDERSTANDING OF WHY THE
FAILURE OCCURRED IN THE FIRST
PLACE.
>> NO.
THEY ARE STILL IN THE MIDST OF
WORKING THROUGH THAT BOTH KING
COUNTY 911 AND CENTURY LINK IS.
AND THAT REALLY IS WHERE THE
ISSUE OCCURRED.
>> THE PUBLICLY AVAILABLE
INFORMATION THAT WE ARE ABLE TO
SEE IS THAT IT STARTED
SOMEWHERE IN THE SOUTHEAST
AROUND THE LOUISIANA AREA.
IT SPREAD THROUGHOUT THE UNITED
STATES.
SO THE IMPACT OF THIS WAS HUGE.
IT WAS WAY BEYOND ANYTHING JUST
LOCAL HERE TO THE CITIZENS OF
SEATTLE.
AS SUCH, THE FORENSICS ON THIS
WILL PROBABLY BE MONTHS IN THE
MAKING AS FAR AS GETTING ALL OF
THE NITTY-GRITTY DETAILS AND
WHATNOT. AS YOU WERE ALLUDING
THERE ARE OBLIGATIONS FOR THEY
NEED TO REPORT TO US.
THE FCC IS ALSO INVESTIGATING
THIS SO THIS IS GETTING
ATTENTION AT THE HIGHEST LEVELS
THROUGHOUT THE NATION.
WE WILL MAKE THAT INFORMATION
AVAILABLE TO YOU AS WE FIND IT
OUT.
>> THAT WOULD BE HELPFUL.
AND THEN AGAIN, THE LESSONS
LEARNED AND HOW THAT IMPACTS
OUR PROTOCOLS AND, AN HONEST
ASSESSMENT OF OF OUR OWN
RESPONSE AND WHAT COULD BE DONE
BETTER LOCALLY AND AS A
REGIONAL PARTNER IN THIS SPACE,
WHAT CAN WE DO BETTER AND HOW
CAN WE EFFECTIVELY COMMUNICATE
THOSE LESSONS LEARNED TO OUR
REGIONAL PARTNERS IN THIS
SPACE.
I THINK THAT IS THE CRITICAL
PIECE OF THE FOLLOW-UP AND I
THINK IT WOULD BE HELPFUL IF
YOU HELPED US TRACK THAT HERE
ON CITY COUNCIL TO MAKE SURE
THAT BODY OF WORK IS CONTINUING
TO OCCUR AND THAT WE ARE REALLY
BEING TRUE TO MAKING SURE THAT
THE GENERAL PUBLIC UNDERSTANDS
THAT WE APPRECIATE AND
UNDERSTAND THAT THIS SHOULD NOT
HAPPEN AND THAT WE SHARE THEIR
DISAPPOINTMENT IN THE FACT THAT
IT HAPPENED BUT WHEN IT DOES
HAPPEN, WE ARE AT THE READY TO
CONTINUE TO MEET THE PUBLIC
SAFETY NEEDS OF THE PEOPLE
VISITING, LIVING AND WORKING IN
OUR CITY.
THAT IS AN INCREDIBLY IMPORTANT
PART OF OUR DUTY AS PUBLIC
SERVANTS, TO MAKE SURE THAT WE
ARE FULFILLING THAT PUBLIC
COMMITMENT AND THAT WE ARE NOT
LETTING THE PUBLIC DOWN IN
TERMS OF OUR BASIC OBLIGATION
TO MEET THOSE FUNDAMENTAL
INFRASTRUCTURE AND PUBLIC
SAFETY NEEDS.
THAT IS PART OF THE REASON THAT
I WANTED TO MAKE SURE THAT YOU
HAD THE OPPORTUNITY TO COME TO
COMMITTEE SO THAT THE PUBLIC
HAD A GOOD UNDERSTANDING THAT
WE WERE IN A LOT OF WAYS READY
THROUGH PROTOCOL AND THAT WE
UNDERSTAND WHAT WE NEEDED TO DO
TO MAKE SURE THAT WE MET THOSE
PUBLIC SAFETY NEEDS BUT THERE
IS ALWAYS ROOM FOR IMPROVEMENT
AND THAT WE ARE WORKING AND
ACTIVELY LOOKING FOR THOSE
OPPORTUNITIES FOR IMPROVEMENT
WITHIN THE SYSTEM AND WITHIN
OUR OWN RESPONSE TO MAKE SURE
THAT WE DO RIGHT BY THE FOLKS
THAT LIVE, WORK AND VISIT HERE.
COUNCILMEMBER JOHNSON.
>> A MORE SPECIFIC QUESTION,
WHAT ARE WE DOING TO IMPROVE
REDUNDANCY?
IT SOUNDS LIKE THIS IS A
NATIONAL PROGRAM SUPPORTED BY
STATE, CITY AND COUNTY
ORGANIZATIONS.
WHAT IS BEING DONE?
>> THAT IS PERFECT TIMING.
THAT IS UP NEXT.
WE ARE WORKING TOWARDS A NEW
ARCHITECTURE THAT WILL PROVIDE
SUCH A MODEL.
IT WILL PROVIDE REDUNDANCY,
SECURITY AND SOME SORT OF
FAILSAFE FEATURES.
IT WILL ALSO PROVIDE SOME
NETWORK CARRIER DIVERSITY AND I
THINK THAT WAS MENTIONED
EARLIER AS WELL.
IT IS A LARGE PROJECT.
AND IT IS EARLY ON IN THE
PROJECT SO I BELIEVE WITHIN
THIS CALENDAR YEAR THEY ARE
HOPE BEING TO PUT TOGETHER THE
DOCUMENTS TO BE ABLE TO GO OUT
TO BID ON IT.
IT PROBABLY IS A COUPLE OF
YEARS AWAY IN TERMS OF COMING
TO FRUITION.
>> IF I COULD ALSO MENTION THEY
ARE ABOUT $70 MILLION
UNDERFUNDED.
>> THERE IS A FISCAL CLIFF.
RELATED TO HOW WE FUND AT THE
COUNTY LEVEL, OUR EMERGENCY
MANAGEMENT SYSTEM THAT WILL
REQUIRE SOME SORT OF REVENUE
ADJUSTMENT OR FIT IN A FUTURE
LEGISLATIVE SESSION.
AND I THINK THAT FISCAL CLIFF
HAD BEEN ANTICIPATED FOR 2020.
>> NOW IT IS 2023 I THINK.
>> IN TERMS OF THE CITY OF
SEATTLE, WE ARE ALWAYS
INTERESTED IN BEING ABLE TO
TAKE A LOOK AT PROTOCOLS AND
PROCEDURES TO FIND OUT WHERE WE
CAN DO BETTER WITHIN THIS
INDUSTRY.
WE DO PLAN TO TAKE INFORMATION
THAT WE GO ALONG WITH THE OTHER
INFORMATION THAT WE HAVE TO
CONTINUE TO ASSESS HOW THE
EVENT WENT, HOW WE RESPOND TO IT
AND WHERE WE CAN MAKE
IMPROVEMENTS.
AND TO CONTINUE TAKE ON ANY
OTHER FURTHER QUESTIONS
REGARDING THIS.
AS WAS MENTIONED, IT WAS UNIQUE
IN THE WAY THAT IT WAS ROLLING
THROUGH THE DAY AND DID NOT
HAVE SOME OF THOSE NICE START
AND STOPS.
SO EVALUATING WHERE THE
DECISION POINTS ARE I THINK
WILL BE BENEFICIAL TO EVERYBODY
IN BOTH CENTERS.
>> IN TERMS OF THE REPORTING
THAT CENTURY LINK HAS TO DO, I
KNOW THEY HAVE TO REPORT TO US
HOW MANY CALLS DID NOT CONNECT,
IS THERE ANY OTHER DATA OR
INFORMATION THAT CENTURY LINK
IS REQUIRED TO PROVIDE US AS
PART OF THIS REPORT IN THE
CONTEXT OF THIS INCIDENT OR IS
THERE ANY OTHER INFORMATION
THAT WE SHOULD BE ASKING
CENTURYLINK TO PROVIDE US TO
BE ABLE TO BETTER ANALYZE SOME
OF THE SYSTEM VULNERABILITIES
AND IMPROVEMENTS THAT CAN BE
MADE OR HOW THE CITY CAN UPDATE
OUR OWN PROTOCOLS TO BE MORE
RESPONSIVE TO WHAT ACTUALLY
OCCURRED.
>> WITHIN THE INFORMATION THAT
WE TYPICALLY GET FROM THEM, IT
GETS DOWN TO THE CALL THAT DID
NOT CONNECT.
SO DOWN TO THE PHONE NUMBER OF
THE CALL THAT DID NOT COME INTO
THE CENTER.
AGAIN, TYPICALLY, THESE HAVE
NOT BEEN AS LARGE OR HAVE GONE
ON FOR AS LONG SO WE ARE
TALKING ABOUT A LARGE AMOUNT OF
DATA HERE.
I ALSO ANTICIPATE THAT WHEN WE
RECEIVE INFORMATION FROM THEM
THAT WE ARE GOING TO HAVE SOME
FOLLOW-UP QUESTIONS AND
PROBABLY NEED TO ASK SOME
ADDITIONAL QUESTIONS AND
INFORMATION.
AT THIS POINT, I AM NOT QUITE
SURE OF THAT ANSWER.
I AM HAPPY TO SHARE WHAT WE
COME UP WITH AS WE LEARN MORE
ABOUT IT.
>> PART OF THEIR REPORT IS A
ROOT CAUSE ANALYSIS.
THEY ARE SUPPOSED TO GET DOWN
TO THE SPECIFICS OF WHAT CAUSED
IT AND THEIR ACTION ON WHAT
THEY ARE DOING TO ADDRESS THE
ROOT CAUSE.
>> WILL OUR FOLLOW-UP WORK
CONSIST OF USING OUR OWN
STAFFING RESOURCES TO CIRCLE
BACK AROUND TO THE PEOPLE WHO
MIGHT HAVE MISSED SO THAT WE
HAVE A BETTER UNDERSTANDING
ABOUT THE 60% DROP OR WHETHER
IT WAS JUST GOOD FORTUNE
ACCOUNTING FOR MOST OF IT?
OR IF THERE WERE EMERGENCIES?
TO FOLLOW UP WITH A SUBSET, I
KNOW THAT WE ARE NOT GOING TO
CALL EVERYONE THAT COULD NOT
CONNECT BUT TO HAVE A BETTER
UNDERSTANDING OF WHAT WE
MISSED.
>> THAT IS SOME OF THE WORK
THAT HAS BEEN DONE IN PAST
OUTAGES.
WHERE TYPICALLY THE CENTER WILL
MAKE SOME OF THOSE CALLS BACK.
I WILL BE GETTING WITH THE
CENTER TO SEE EXACTLY WHAT THE
PLAN IS.
PART OF THAT WILL BE ABOUT
SEEING EXACTLY WHAT THIS LOOKS
LIKE AND WHAT THE AMOUNT OF
INFORMATION IS.
I WILL GET BACK TO YOU ON THAT.
>> I SUSPECT THAT DEPENDING ON
THE VOLUME OF THE CALLS THAT
WERE NOT ABLE TO CONNECT WE CAN
THEN MAKE AN EVALUATION OF WHAT
A STATISTICALLY SIGNIFICANT
REPRESENTATION OF THOSE NUMBERS
WOULD BE AND THEN WORK FROM
THERE.
>> RIGHT.
WE ARE GETTING AT THE POINT I
WAS GOING TO MAKE AS WE WRAP UP
AND THAT IS TO SAY THAT IF WE
DISCOVER THAT IN THE COURSE OF
THE FOLLOW-UP CONVERSATIONS
THAT THE MAJORITY OF PEOPLE
WERE CELL PHONE USERS FROM A
LONG DISTANCE ALTHOUGH THEY
HAPPEN TO BE SEATTLE RESIDENTS
AND THEY ALSO ALL HAPPENED TO
THEREFORE BE IN THEIR 20s AND
30s, A RESPONSE IN THE FUTURE
WHEN WE HAVE THIS KIND OF
PROBLEM COULD BE MORE SOCIAL
MEDIA FOCUSED THAN GOING ON TV
OR RADIO.
SO, WE ARE GETTING A DEEPER
DIVE INTO THE DATA ABOUT WHO WE
MISSED AND THE CONSEQUENCES OF
THOSE ACTIONS.
I THINK THAT WOULD BE HELPFUL
IN DETERMINING COURSE
CORRECTIONS FOR FUTURE
CHALLENGES.
>> YES.
ANOTHER THING WE COULD
VOLUNTEER TO DO IS THAT THE
ATTORNEY GENERAL'S OFFICE HAS
DONE A REAL PUBLIC OUTREACH TO
FIND OUT WHAT WAS THE HARM
DONE?
WHO IS IMPACTED BY THIS?
THEY ARE GOING TO WANT TO MAKE
THEIR CASE AND FEED THAT INTO
THE FCC INVESTIGATION AS WELL.
WE WOULD BE HAPPY TO FOLLOW UP
WITH THEIR OFFICE AND LET THEM
KNOW WE ARE INTERESTED IN THE
SEATTLE STORIES.
>> I THINK THAT WOULD BE A
REALLY GOOD IDEA.
>> DID WE MAKE IT THROUGH THE
PRESENTATION?
IS THIS IT?
I THINK WE HAVE BEEN JUMPING
AROUND A LITTLE BIT.
OKAY, ANYTHING ELSE TO ADD?
>> THE ONLY THING THAT I WILL
ADD IS THAT MANY OF THE
PROTOCOL THAT YOU USED DURING
THIS OUTAGE WERE THINGS THAT WE
LEARNED FROM THE OUTAGE IN 2014
AND THAT WAS MORE REGIONAL TO
THE PACIFIC NORTHWEST.
THE EARLY DEPLOYMENT OF THE PIO
, THE COORDINATION, OUR PLEDGE
TO YOU IS TO CONTINUE AND
ANALYZE THIS AND HOW WE CAN
CONTINUE TO DO IT BETTER.
THERE WAS SOME AFFIRMATION TO
SOME OF THE ITEMS THAT WE PUT
IN PLACE AFTER THE PREVIOUS ONE
AND THAT THEY WERE SUCCESS IN
SUCCESSFUL IN BRIDGING THE
GAPS.
>> IF I COULD JUST OFFER, OF
THE THOUSANDS OF SERVICES THAT
THE CITY PROVIDES, PERHAPS IN
MY MIND, THE MOST IMPORTANT ARE
PEOPLE WHO ARE TRAINED AND
COMPETENT AT CALL TAKING AND
DISPATCHING.
MY COMPLEMENTS TO THE PEOPLE
WHO STAFF THE FIRE ALARM CENTER
AND THE 911 DISPATCH CENTER.
THEY DO A VERY PROFESSIONAL JOB
UNDER THE CIRCUMSTANCES.
>> I APPRECIATE THAT YOU
MENTIONED THAT BARB.
BOTH CENTERS, TO INCLUDE PIO
SEND OTHER STAFF DID A REALLY
GOOD JOB OVER THE COURSE OF
THIS PERIOD OF TIME WHERE A LOT
OF THE CIRCUMSTANCES AT THE
TIME WERE VERY MUCH UNKNOWN AND
IT WAS DIFFICULT IN SOME CASES
MORE DIFFICULT BECAUSE IT WAS A
NATIONAL PROBLEM AS OPPOSED TO
JUST GETTING LOCAL ATTENTION.
THEY DID A FANTASTIC JOB.
>> THE PARTNERSHIPS TO BETWEEN
POLICE AND FIRE, STARTING AT
THE TOP ALL THE WAY DOWN TO THE
DISPATCHERS ARE INVALUABLE.
THE FACT THAT WE KNOW WHO TO
CALL ON OUR PARTNER SIDE RIGHT
AWAY AND START WORKING ON THIS
IS INVALUABLE.
THANK YOU.
>> I WANT TO ECHO THAT THANKS
AND THANKS TO ALL OF THE FOLKS
WHO WERE IN THE CALL CENTERS
AND HAVING TO TRIAGE THE ENTIRE
SITUATION AS IT WAS HAPPENING
IN WHAT APPEARED TO BE A VERY
TENUOUS SITUATION WITH NOT A
LOT OF ROBUST INFORMATION TO
WORK WITH.
SO I CAN ONLY IMAGINE HOW
STRESSFUL THAT MUST HAVE BEEN.
AND HOW HOPEFUL YOU ALL WERE IN
TERMS OF IT ENDING VERY QUICKLY
SO THAT WE CAN GET BACK TO
BASICS IN TERMS OF HOW THE
SYSTEM WORKS.
I AM LOOKING FORWARD, AS A
FOLLOW-UP, TO GETTING A BETTER
UNDERSTANDING AND GETTING A
GLANCE INTO THE ROOT CAUSE
ANALYSIS, MAKING SURE THAT ONCE
WE RECEIVE THAT INFORMATION
THAT WE HAVE APPROPRIATELY
RESPONDED TO UNDERSTANDING
THOSE ROOT CAUSES AND OTHER
PIECES OF THE SYSTEM TO MODIFY
OUR OWN PROTOCOLS AND MAKE SURE
THAT WE ARE DOING BETTER AND
CONSTANTLY ENGAGING IN THE
IMPROVEMENT PROCESS AND, JUST
REALLY HOPING THAT WE CAN
CONTINUE TO HAVE A REGIONAL
COLLABORATIVE APPROACH WITH
OTHER PARTNERS IN THIS SPACE TO
MAKE SURE WE ARE GETTING AT THE
MOST ACCURATE, CONCISE AND
CLEAR INFORMATION TO PEOPLE WHO
NEED TO ACCESS THESE EMERGENCY
SERVICES.
I REALLY SEE THAT AS AN
IMPORTANT FUNCTION OF THE WORK
HERE AND I SAW THAT AS ONE OF
THE GAPS.
THERE WAS A LOT OF GO HERE, GO
THERE.
AND I THINK THAT CREATED
CONFUSION AND AND ANXIETY AMONG
THOSE TRYING TO ACCESS THE
SYSTEM.
SO TO CONTROL AND MAKE SURE
THAT THE PIO HAVE ALL OF THE
CONSISTENT INFORMATION THAT
THEY NEED, NOT JUST FOR OUR
SYSTEM BUT FOR THE REGION.
THAT IS REALLY IMPORTANT.
I THINK THAT OUR PIO DID A GOOD
JOB ONCE THEY UNDERSTANDING THE
DEPTH OF THE ISSUE, THEY DID A
GOOD JOB OF CONSISTENTLY
GETTING OUT A MESSAGE.
WHERE SAW INCONSISTENCY WAS IN
REGIONAL PARTNERS NOT
ACCURATELY COMMUNICATING WHO
NEEDED TO BE CALLED BASED ON
WHERE YOU ARE CALLING FROM.
AND I THINK THERE IS A LOT OF
IMPROVEMENT IN THAT ROOM FOR
IMPROVEMENT IN THAT SPACE.
THAT IS THE LAST ITEM ON THE
AGENDA.
THERE IS NO MORE BUSINESS SO WE
ARE ADJOURNED.
THANK YOU.