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OUC staff requires more supervision, improved call handling, and efficient location identification; recent improvements should continue with enhanced support
October 19, 2021 (WASHINGTON) The D.C. Office of United Communications 911 Operations Division (OUC) has seen inconsistent handling of calls, difficulties with determining the location of emergencies, and does not meet national standards in getting timely help to callers, according to a new report issued by the Office of the D.C. Auditor (ODCA).
The report by public safety communications consulting firm Federal Engineering, Inc. (FE) on contract with ODCA assesses the effectiveness of OUC against national standards including a review of 2019 and 2020 call metrics, a sample of 911 call recordings, an evaluation of OUC culture and training, and a review of OUC’s technological capabilities and internal investigations…
