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HomeMy WebLinkAboutM-02-0034• CITY OF MIAMI, FLORIDA INTER -OFFICE MEMORANDUM TO Honorable Mayor and Members Of the City Commission nez FROM : City Manager DATE: December 4, 2001 SUBJECT: 29 DISCUSSION ITEM REFERENCES: ENCLOSURES: FILE : Pursuant to the directive issued at the September 25, 2001 City Commission Meeting, a discussion item concerning a complaint tracking system for complaint in the Department of Fire -Rescue and recommendations on an office to review complaints against employees with enforcement powers. W WB/MLK/mgr FM.049 �I. u4 09/2,1 CC Mftd* RESCUE WanoNS TO ADMINISTRATION 876- ITEM 6 Direction to the City Manager: by Commissioner Teele to DUE: 1 on "l review complains filed against the Fire Department and ome back with a historical matrix of complam and howtheyhave been answered over the Inst two to five years, further to report on whether a tracking system has been: m place and come back with a ncommendattion for a process to review complaints filed against employees who have enforcement Powers; further stating that a separate office should beset up, possibly including mtired judges, to review complaints against employees who have enforcement powers. (KEMP) 877 — ITEM 6 A MOTION DIRECTING THE QTY MANA{7ER TO DUE: OV MEETING RENFIEW THE CITY'S BUSINESS PROTOCOL IN CONNECTION WITH HOW CITIZENS' COheLA M ,drama c� — HAVE BEEN FUM AGAINST THOSE CITY 1,0 -' � - I EMPLOYEES WHO HAVE ENFORCEMENT POWERS AND COME BACK TO THE COMMSSION W17U N 60 DAYS WITH A RECOMMENDATION. Direction to the City Managw. by Commissioner 'Tonle to provide the Commission at the October 25a Commission meeting, with a written report on the outcome of complaint from Ms. Hattie Willis- nr�nne+ction with Fire-Rcscue employees who recently responded to her h quest for fire -rescue services 02- 34 INTER -OFFICE MEMORn� i7 Js.1 Carlos A. Gimenez - = November 26, 2001 City Manager MFD Complaint Policy v William W. Bryson _ Fire Chief - - - I have attached a draft of the MFD Complaint Policy for your review and comments. I have written an appeal section that gives you the ability to direct review of complaints to anywhere within the city you want. I figured some complaints may require differing expertise. Please advise with any changes or if this is to your satisfaction. WWB/acp Attachment -02— 34 0 CITY OF MIAMI, FLORIDA DEPARTMENT OF FIRE -RESCUE CITIZEN COMPLAINT POLICY PURPOSE: To maintain a high level of public confidence and trust in Fire Department services, complaints shall be investigated and responded to as quickly and thoroughly as possible. PO.__ lt.iCY This policy shall be followed for all complaints lodged against the City of Miami Department of Fire -Rescue. All complaints concerning the Fire Department or any of its employees will be investigated and a response provided to the complainant. Citizens complaining anonymously will be advised that we cannot react to anonymous complaints. However, the Department may investigate any complaint, regardless of the source. PROCEDURE: q Any individual, upon receipt of a complaint, whether in writing, phone tali, on scene or in person, shall gather and forward the information to the Fire Chiefs Office as soon as possible after receiving it. This shall be done by phone (305-416-1601) and followed up with memorandum to the Fre Chief. The Fire Chiefs Office shall enter it into the Complaint Tracking Log. The following information shall be obtained from the person making the complaint: A. Nature/Description of the complaint B. Location of incident, date and time C. Names of employee(s) or unit(s) involved D. Contact phone number and address F. Name of complainant and any witnesses Within 5 calendar days of notification of the complaint, a letter will be sent to the complainant from the Fire Chief, acknowledging receipt of the complaint. The Fire Chief shall assign the appropriate Division to conduct an investigation of the complaint. The investigation shall be completed with a recommendation for appropriate action. The Fire Chief will review the facts and recommendation(s), and make the final decision on follow up action(s). APPEAL. TO CITY MANNER If the complainant feels that the investigation or final action was not appropriate, they may appeal to the City Manager. The Manager shall determine what action should follow and may use the following Department'sI Office's to review the investigation conducted by the Department of Fire -Rescue: • City Attorney • Office of Professional Compliance • Human Resources • Any other city department or office If the City Manager has a review conducted, the reviewing Department shall make recommendations to the City Manager, whose decision shall be final. WWB/acp . 0 c- i Carlos A. Gimenez City Manager illiam W. Bryson .Fire Chief s November 29, 2001 MFD Complaint -Service Matrix Attached, find a matrix of complaints for the past three (3) years, as requested by the City Commission. Complaints are separated by 1999, 2000 and 2001. Below is the number of complaints for each year with the corresponding number of calls. 1999 29 Complaints ( 70,686 calls for service - .04 %) 2000 42 Complaints ( 73,476 calls for service - .06 %) 2001 21 Complaints (*76,200 calls for service - .03 %) * projected — 1 month left. The pie chart below demonstrates the types of complaints we have received by category over the past three (3) years. Complaints by Type 4999-2001 9% 3% ®Unprofessional ■ Patient Treatment 54% 170ther 34% El Radal/Ethnic i I have attached a city map with dots that correspond to locations where complaints were generated. The distribution is fairly consistent with areas where our services are most heavily used. These complaints were put together by reviewing files and were not logged as they occurred (as we do now); therefore service complaints called in were not listed. The Emergency Response Division estimates there have been approximately 18 of these over the three-year period. If you have any further questions, please call. Miami Fire -Rescue Complaint -Service 2001 # DATE ALARM # +ICIDENT LOCATION COMPLAINT UNIT CLASS DISPOSITION OF COMPLAINT 01 1-3-01 69999 ' 536 SW 4 St. #3 Crew -rude Refused xport R4 U Unsubstantiated no further action taken 02 1-25-01 658& 668 Miami Police Refused xport to preferred hospital R6 T Treatment met protocol. 03 2-8-01 6285 6404 NW 12 ct Crew -rude/ Refused xport to referred hospital R30 U Unsubstantiated /no further action taken 04 2-07-01 2848 C G Hospital. -Questionable med treatment R20 T Unsubstantiated /no further action taken 05 3-1-01 66324 154 NW 18 ct Crew made rude remarks U Informal counseling. No further action. 06 6-22-01 36095 JMH False med report given to hospital R9 O Unsubstantiated /no further action taken 07 7-02-01 38341 322 NW 43 PL Lt. -rude Refused xport to referred hospital R10 U Unsubstantiated /no further action taken 08 8-1-01 44666 655 NE 62 St Did not provide BLS treatment T Informal counseling 09 8-16-01 42138 531 SW 10 Ave Lt. -rude /Refused xport to hospital R7 T Unsubstantiated /no further action taken 10 8-16-01 42150 531 SE 10 Ave Lt. -rude /Refused xport to hospital R7 R4 U Unsubstantiated /no further action taken 11 8-16-01 47565 742 SW 10 St Crew made rude remarks U Unsubstantiated no further action taken 12 10-3-01 57382 2775 SW 27 Ave Lt. was rude & refused to give ID R28 U Spoke with the crew/no further action taken 13 10-4-01 57869 2954 SW 16 Ter Crew made rude remarks R7 U Unsubstantiated no further action taken 14 10-2-01 57177 890 NW 45 Ave Crew made rude remarks R20 U Left mess. has not called back/pending 15 10-3-01 57586 L100 NW Miami Ave Lt.- rofani Rou h treatment R1 U Substantiated/ informal counseling 16 10-3-01 38370 322 NW 43 pl Refused xport to preferred hospital R20 T To mgmt serv. 11-09-01. Pending. 17 8-13-01 47101 5510 NW 1 Ave Rude Unprofessional behavior R9 U Lt. Disciplined -failure to supply name rank. 18 10-29-01 Station 12 - Excessive use of sirens 12 0 Spoke with all shifts 19 11-7-01 73377 2639 se 34 Ave Lt. -crew made rude remarks U Pending 20 11-14-01 66450 3515 SW 37 Ave Late arrival/ not preferred hospital R8 T Pending 21 11-19-01 1 N/A 11370 NW 63 street Lt. was rude R12 U Pending i — i reaanent = u U — Unprofessional —13 O — Other -- 2 E — Ethnic - 0 is Is Miami Fire -Rescue Complaints -Service 2000 DATE ALARM# INCIDENT LOCATION UNrr # CLASS COMPLAINT TYPE DISPOSITION OF COMPLAINT 1 12 24 00 72035 195 and 79 Str. R29 T Rou h treatment Treatment met Protocol. No further action. 2 12/08/00 68806 JMH R4 U Conflict with JMH personnel Informal counseling 3 10/00 66324 1818 SW 22 Ave R7 U Crew made rude comments Unsubstantiated/no further action 4 10 20 Od 58617 1818 NW 22 ave R7 U Lt.- nide comments Unsubstantiated no further action 5 09/25/00 58394 150 N.E. 70 St. S9 E Capt. Rude/ emer. unimportant Unsubstantiated /no further action 6 09/13/00 1 51557 3330 N.W. 14 St, R10 T Treatmen t fell off cot Unsubstantiated no further action 7 08/15/00 45970 Hadley Pool S12 U Lt.- rude comments Unsubstantiated no further action 8 0$ 11 00 44905 3250 S.W. 22 Terr. R8 T Refused xport Unsubstantiated no further action 9 08 i0 00 44660 JMH South Wing R5 U jngppro nate comments Unsubstantiated no further action 10 08 03 00 43481 1462 N.W. 3 St. R3 T Refused xport Informal counseling 11 07/28/00 42189 1142 S.W. 4 St. R44 O Grabbed & choked patient Unsubstantiated no further action 12 07117100 40115 Sylvester Cancer CTR Rya U Lt. ar ued with nurses unsubstantiated no further action 13 05/22/00 35000 5246 N.W. 8 Ave. S6 U Inappropriate comments Complainant withdrew complaint 14 06 i 00 34386 JMH S12 U Conflict with nurses unsubstantiated no further action 15 05 27 00 29811 3671 South Miami Ave. R8 U Ina ro nate comments Unsubstantiated no further action 16 05/26/00 29604 5403 N.W. 7 Ave. R9 T Refused relative ride with atient to hospital Unsubstantiated /no further action 17 05/20/00 2$295 76 N.W. 77 St. R9 T Grabbed patient by the neck Could not contact complainant 18 1 05/14100 27054 640 N.E. 78 St. Al T Crew i nored him & left Could not contact complainant 19 1 05/13/00 26798 10 Ave., S.W. 9 St. R4 T Didnt x port minor to hos Unsubstantiated /no further action 20 05/06/00 25362 3800 N.E. 6 Ave., Apt. 110 R6 U Crew Rude treatment of qrandson Unsubstantiated /no further action 21 05 04 00 24765 2020 S.W. 4 St. R4 T Unnecessary Treatment No further action 22 04/29/00 24096 154 N.E. 59 SV R9 T Crew -Unprofessional treatment Spoke with crew /no further action 23 04/28/00 24001 JMH, ER R2 U Lt. -Confrontation with doctor Unsubstantiated /no further action 24 03/18/00 15467 JMH Trauma R6 U Capt. -Confrontation with doctor Could not contact complainant 25 03/10/00 13787 203 S.W. 21 Ave. R7 T Lt.- rude didn't want to xport patient Unsubstantiated /no further action 26 03/08/00 13455 2141 S.W. 21 St. RB U I Bad language /refused to o to preferred hospital Unsubstantiated /no further action Miami Fire -Rescue Complaints -Service 2000 27 03/08/00 13477 Oak and Elizabeth R8 U Arguing with pts mother Unsubstantiated no further action 28 03/05/00 12810 1711 S.W. 68 Terr. R9 U Crew rude comments Complainant rescinded complaint 29 03/01/00 11997 1600 N.W. 10 Ave. R5 T Medical treatment Informal counseling/Do further action 30 02/24/00 10869 880 N.E. 69 St. R9 U Shouted at patient Informal coun2� no further action 31 02/23/00 10712 836 Toll Plaza R7 T Crew refused to provide treatment Protocol was followed/ no further action 32 02/23/00 10711 5101 W. Flagler St. S10 T Did not x port pt to hospital Unsubstantiated /no further action 33 02/21/00 10293 456 S.W. 8 St. R44 U Crew -Inappropriate comments threats Unsubstantiated /no further action 34 02/17/00 9058 4510 N.E. 2 Ave. R6 T Crew -Rude treatment Unsubstantiated no further action 35 02/12100 8476 1925 N.W. 14 St. R7 0 tate arrival pt. was DOA Unsubstantiated /no further action 36 02/10100 8334 2119 N.W. 13 St. R7 T Refusal transport. Unsubstantiated Ino further action 37 01/26/00 4991 & 4994 5515 N.W. 6 Pi, #1 R6/R9 T Didn't xport pt to hospital Unsubstantiated /no further action 38 01/18/00 3761 Cedars Hospital R9 U Conflict with physician Unsubstantiated no further action 39 01/15/00 3013 220 N.W. 8 Ave. #10 R3 U Unprofessional treatment Unsubstantiated no further action 40 01/11100 2356 MDCC College S6 U Unprofessional treatment Complainant rescinded complaint 41 01/3/00 2596 5821 N.W. 8 Ave. S6 U Crew- rude comments Unsubstantiated no further action 42 01/09/00 1867 1398 S.W. 1 St. R3 U Rude comments Unprofessional Unsubstantiated /no further action T — Treatment = 17 U -- Unprofessional — 22 0—Other-2 E — Ethnic - 1 0 0 Miami Fire -Rescue Complaint -Service 1999 J - i reatment = 8 U - Unprofessional -15 0 - Other - 4 I E - Ethnic - 2 0 DATE ALARM# INCIDENT LOCATION UNIT # CLASS COMPLAINT DISPOSITION OF COMPLAINT 1 1 10/99 68022 3082 NW. 15 St. R10 T Refused to xp2rt to hospital Unsubstantiateqj Informal counseling 2 11/19/99 62149 3521 NW 19 Terr. RIO E Lt: threat / didnt xport to referred hospital- Unsubstantiated/ no further action 3 09/29/99 52337 501 NW. 57 Ave. #20 Sii U Crew rude Unsubstantiated no further action 4 09/14/99 49408 319 SW 13 Ave. R4 U Crew very rude Unsubstantiated Informal counseling 5 09 05 99 47709 2820 NW 23 Ave. #A3 R6 O Took too long Unsubstantiated no further action 6 09/05/99 47710 2820 NW 23 Ave. R6 O asset pt for another pt. Unsubstantiated no further action 7 06/27/99 46053 1554 N.W. 3 St., #4 R3 O Told xport to hospital costs 300.00 Unsubstantiated/ no further action 8 08/11 /" 42778 400 N.W. 2 Ave. Comm. S1 U Extremely rude & unprofessional Unsubstantiated no further action 9 90/13/99 43327 3859 Washington Ave. R88 U In rncdate comments Unsubstantiated no further action 10 08 07 99 42170 1127 N.W. 3 St. S5 T Refuse . xport patient Unsubstantiated no further action 11 08/07/99 42159 1127 NW 3 street R5 U comments Unsubstantiated no further action 12 1 07/27/99 39887 838 N.E. 86 St. R9 T _11appropriate Refused to xpgrt patient Unsubstanti2!i2gj no further action 13 1 07/21/99 38551 3300 BipyiMe Blvd. S2 U Inappropriate comments Unsubstantiated/ no further action 14 1 06/28/99 34087 540 SW 5 St. #2 R3 U rude & unprofessional Spoke with qLwl no further action 15 16 1 06/27/99 04/14/99 33609 19799 1371 NW 64 St. 5271 NW. 2 Terr. R9 Sil T U Inappro date treatment Inappro We comments rude Spoke with qtwj no further action Informal counseling 17 04/07/99 18545 3500 NW 14 St. R10 T Inappropriate med treatment Unsubstantiated/ no further action 18 03/08/99 12770 1010 NW 11 St. #509 R3 U Threats/inappropriate treatment Unsubstantiated no further action 19 03-06.99 12353 439 NW 95 street#26 S! U Inappropriate comments roWi used Left messages/ caller did not call back 20 02/26/99 10774 1200 SW 1 St., CAC R3 U InappTRriate comments Unsubstantiated no further action 21 02/15199 8708 2472 SW 10 St. R7 T treatment Unsubstantiated no further action 22 0 12/99 8244 1822 NW 4 St S7 T -Inappropriate Refused to M2d patient Unsubstantiated no further action 23 02/10/99 7883 1475 NW 12 Ave. R5 U Crew-veq unprofessional Unsubstantiated no further action 24 01/30/99 5699 1206 NW 67 St. S12 U FF. very rude Unsubstantiated no further action 25 01/24/99 4511 2970 5W. 9 St. S7 U Yna ro riate comments - Lt. Unsubstantiated no further action 26 1-29-99 5433 3160 SW 25 Street R8 0 Crew Refused to ID/ yelling at Unsubstantiated/ no further action 27 01 19 99 3685 2487 SW 16 Terr. S7 U I Inappropriate comments Informal counseling. 28 0!11§L99 3527 690 NW 60 5t. R9 E Lt- rude Unsubstantiated no further action 29 1 01/13/99 1 2190 136 NW 57 St. R9 T Inappropriate med treatment Unsubstantiated no further action J - i reatment = 8 U - Unprofessional -15 0 - Other - 4 I E - Ethnic - 2 0