Balanced Score Card

Question 1

Optimize Recruitment and Retention

Answer 1

Intended Results: Workforce representative of the community, optimized employee retention, and optimized hiring outreach.
Metrics:
100% diverse participants in hiring/promotional panels.
100% exit interviews conducted.
Completion of all annual outreach projects.

Question 2

Improve Tools and Technology

Answer 2

Intended Results: Appropriate investment in tools and technology, leveraging contemporary technology.
Metrics:
100% funding for required software.
Evaluation of all administrative software for sufficiency.

Question 3

Strengthen Training

Answer 3

Intended Results: Increased training opportunities, succession planning, leadership development, and a well-trained staff.
Metrics:
240 hours of annual training per sworn employee.
100% of employees surveyed for promotional interest.
20% increase in employees attending training classes.

Question 4

Enhance Department Culture

Answer 4

Intended Results: Improved morale, engaged employees, collaboration within department divisions.
Metrics:
5% increase in employee engagement on the citywide survey.
3% annual increase in highly engaged employees.

Question 5

Optimize Processes & Solutions

Answer 5

Intended Results: Best practices identified, enhanced service, optimized processes.
Metrics:
Adoption of Center for Public Safety Excellence and National Fire Protection Association recommendations.
EMS and fire turnout times meeting specific second thresholds.

Question 6

Improve Internal and External Communication

Answer 6

Intended Results: Improved communication strategies, an informed and engaged community, consistent and accurate communication.
Metrics:
Communication training for all promoted employees.
Two citizen academies per year.
Monthly chief forums.

Question 7

Increase Community Outreach

Answer 7

Intended Results: Improved Community Risk Reduction programs, Crisis Response, and partnerships.
Metrics:
Completion of all planning phases.
5% increase in non-industry partnerships.

Question 8

Enhance Resource Alignment

Answer 8

Intended Results: Alignment of resources with city growth, strengthened service levels.
Metrics:
Response units attend fewer than 3500 incidents annually.
Budget variance within ±5% of the adopted budget.

Question 9

Improve Community Experience

Answer 9

Intended Results: Lives saved, strong community relationship, increased customer satisfaction, community safety, and trust.
Metrics:
5% increase in Return of Spontaneous Circulation.
5% decrease in customer complaints.
90% fire confinement to the room of origin.