Master Plan Nashua Fire Rescue, NH
To provide an analysis of performance for emergency calls within Nashua, the following assumptions were
made:
= Non-emergency incident types were removed
» Mutual and auto aid given were removed
» Other aid given were removed
= NFIRS call types within the 500, 600, 800, and goo series were removed
= Cells containing zeros or no value were removed
Call Processing Time Performance
The industry standard for call processing (or alarm handling) is NFPA 1221: Standard for the Installation,
Maintenance, and Use of Emergency Services Communications Systems. This standard provides for
communication centers to have processing times of not more than 60 seconds, 90% of the time. For special
operations, calls requiring translation, or other factors described in the standard, times should not exceed go
seconds at the goth percentile. It should be noted that Nashua Fire Rescue does not have direct supervision
over the initial processing and transferring of emergency calls, so these performance measures are not within
its control. This component of the process is performed at the state level by the New Hampshire Bureau of
Emergency Communications (NHBECC). ESCI recommends that Nashua Fire Rescue actively work with the
state of New Hampshire to ensure compliance with NFPA 1221.
Examination of Nashua’s 2017 through 2019 data revealed that overall alarm handling through the NHBECC
exceeded the benchmark across all categories. Data containing missing time stamps or zero-time stamps for
call processing were not included. The following figure illustrates call processing performance for the
NHBECC shown at the goth percentile.
Figure 83. NHBECC Alarm Handling Time, goth Percentile, 2017-2019
Fire
OverPress
EMS
Haz Cond
Alarms
Total
00:00 01:00 02:00 03:00 04:00
Emergency Services
ESC) Consulting International 123
