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HomeMy WebLinkAboutOES 37-07 Litq oJ REPORT TO EXECUTIVE COMMITTEE Report Number: OES37 -07 Date: October 9,2007 0 1 From: Everett Buntsma Director, Operations & Emergency Services Subject: E9-1-1 P.E.R.S. Updated Telephone System Policy and Procedure Manual Recommendation: 1. That the Report from the Finance and Administration Committee of Regional Council held on June 20, 2007 be received; 2. That the updated agreement for the E9-1-1 P.E.R.S. Telephone System Policy and Procedure be approved; 3. That the Mayor and City Clerk be authorized to sign the agreement; and 4. That the approved and signed agreement be returned to Durham Regional Council with a copy of this Council Resolution. Executive Summary: The original 9-1-1 agreement between the Regional Municipality of Durham and the Regional Municipality of Durham Police Services Board and the municipalities with the Region was made as of May 1, 1991. This updated agreement will be circulated to Durham Regional Police Services Board and area municipalities for approval and signing. Financial Implications: Not applicable. Sustainability Implications: Not applicable Background: The 9-1-1 telephone system provides the public with easy access to a Primary Public Safety Answering Point, with capability of conferencing calls to appropriate Police, Fire or Ambulance Dispatch Centres. The system is funded by the Regional Municipality of Durham and maintained by Bell Canada. Pickering Fire Services is an Emergency Response Agency Dispatch Centre. ~__'!l:t!Jb.t.6 Report OES37 -07 October 9,2007 Subject: E9-1-1 P.E.R.S. Updated Telephone System Policy and Procedure Manual Page 2 I' 02 The E9-1-1 P.E.R.S. Policy and Procedure Manual describes the terms of reference covering the organization, maintenance, distribution and authorization of the 9-1-1 Policy Manual. The 9-1-1 Management Board is identified in the document, responsibilities of member agencies, procedures for call-takers, Bell Service classifications and a description of the system technology. It should be noted that the signature page will require amendment to read City of Pickering not Town. Attachments: 1. Regional Municipality of Durham E9-1-1 P.E.R.S Telephone System Policy and Procedure Manual Prepared By: ~ ~. -~-- William T. glas Fire Chief Everett Bunts Director, Operations & Emergency Services WTD:nrm Attachments Copy: Chief Administrative Officer Recommended for the consideration of Pickering City C ncil ,I' CORP0227-07/01 revised REGION OF DURHAM E9-1-1 P~E.Rj. POLICIES AND PROCEDURES "C"HNJ;"::\jT :'t I n .-,.c'. .... '1~1~. .. r, ....__.....,,~'. J', CES 37.-0 '7 ,i.,__._.. " ., ' 0 3 , oF- 5" L-r REGIONAL MUNICIPALITY OF DURHAM E 9-1-1 P.E.R.S. TELEPHONE SYSTEM POLICY AND PROCEDURE MANUAL ____""._.,I\!l&i. llf!1!lJ!!. II. ~""""~"""h"""""~--"""""""""""__"''''''', E9-1-1 P.E.R.S. POLICY AND PROCEDURES MANUAL "'\ 4;. I {I~S3 . x'. 1'. r. . . vr- ii' --, l I II I 04 TABLE OF CONTENTS Glossary of Definitions iii SYSTEM OVERVIEW Emergency Response Agency Dispatch Centres Answering Procedure Goals, Objectives, Policies 9-1-1 Management Board Complaint Taking Load Monitoring Responsibilities Non-Emergency Calls P.P.S.A.P. Manager P.P.S.A.P. Supervisor P.P.S.A.P. Call Taker Complaints Procedure 1 3 4 4 5 5 5 6 6 6 ] SYSTEM DESCRIPTION 9-1-1 Management Board Members (2006) 8 Member Agencies 9 Emergency Back Up Locations 9 Member Agencies Administrative Telephone Numbers 10 Primary Agencies 1.1 Answering 9-1-1 Calls and Determining the Prirr.lary Agency 12 Procedure for P.P.S.A.P. Call Takers 12 Bell Service Classifications 14 Conferencing Calls with the Primary Agency 15 9-1-1 "No Voice" Unknown Calls 15 Wireless Telephone Calls 16 VoIP Calls 1.6 Circuits Busy or No Answer 18 Re-directing Calls to Back Up Primary Agencies 20 Ringback Activation for All Emergency Agencies 21 Hold for Trace 22 Dealing with Auto-Dialer and Recorded Message Calls 23 Answering Calls from the Telephone Device for the Deaf (TDD;TrY) 24 Dealing with Nuisance and Abuse Calls on 9-1-1 25 Reporting Breakdowns to P.P.s.A.P. from Ambulance and Fire 26 Reporting Breakdownsrrrouble with the 9-1-1 System 27 Non Emergency Calls on 9-1-1 29 REGION O~ DURHAM ~9-1-1 ~.t.fts. POLICltS AND PROet[jURt~ " I 'P- .___ ,~, ,'<""'~7"7 "7 (;C''--)-~ .- 'L: 05 ...", '-'-iL ,~, i.) r",:> -,- Complaints Involving 9-1-1 Tape Replaying/Analysis Media Contact Overlap Area Calls 30 31 32 33 SYSTEM TECHNICAL DESCRIPTION System Description E9-1-1 P.E.R.5. Features ANI/All Terminals ANI/All Printer-P.P.s.A.P. ANI/All Printer-Downstream Agencies Service Classifications 1 2 3 4 5 6 9-1-1 JOINT POWERS OF AGREEMENT User Agencies 1.0 Provision of 9-1-1 System 2.0 Authority of Management Board 3.0 Description of 9-1-1 P.P.s.A.P. Function 4.0 Authority of the 9-1-1 P.P.S.A.P. Manager 5.0 Interpretation 6.0 Dispute Resolution 7.0 Execution Authorized Signatures 1 2 4 4 5 6 6 6 7 iii ^ ____~~_,~''"''''''''. Ji 06 Glossary Of Definitions REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES J ()ES3? -07 4 cF ~::;-If P. E.R.S.. ..... ........ ...................... Public Emergency Reporting System P.P.S.A.P..................................Primary Public Safety Answering Point S.P.S.A.P..................................Secondary Public Safety Answering Point ANI.......................................... .Automatic Number Identifier ALL........................................ ..Automatic Location Identifier CLEC...................................... ..Competitive Local Exchange Carrier LEC............... ............................. Local Exchange Carrier Vol P. ................................... ...... Voice over Internet Service Protocol V oISP....................,....... . ..... ..... . Voice over Internet Service Providers SMC..... ............... .................. .....Surveillance and Maintenance Centre (Bell) P.P.S.A.P. Manager..................Communicationsj9-1-1 Technical Services Manager TTY jTDD...................................Teletypwriter for the DeafjTelephone Device for the Deaf III REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES J cE:<; :37-0'7 07 SYSTEM OVERVIEW .- yc< c,c- 1/ 5 Dr-:::>..,- The 9-1-1 Telephone System provides the public with easy access to a Primary Public Safety Answering Point (P.P.S.A.P.), with the capability of conferencing calls to the appropriate POLICE, FIRE, or AMBULANCE DISPATCH CENTRE. The System is funded by the Regional Municipality of Durham and maintained by Bell Canada. The Primary Public Safety Answering Point is situated at Durham Regional Police Headquarters, 77 Centre Street North, Oshawa. Staff are under the supervision of the Durham Regional Police Communications Inspector. Call Takers at the bureau will answer 9-1-1 calls and direct them to the appropriate Police, Fire, or Ambulance. (Note: in the case of Durham Regional Police calls for service, the call taker will continue on with the call and obtain all information as required by the Durham Regional Police). ALL EMERGENCY RESPONSE AGENCIES DO THEIR OWN DISPATCHING. EMERGENCY RESPONSE AGENCY DISPATCH CENTRES Durham Regional Police Ontario Provincial Police Oshawa Central Ambulance Communications Centre (CACC) - MOHL TC Ajax Fire Department Clarington Fire Department Oshawa Fire Department (Whitby) Pickering Fire Department Using the information given by the caller and with established policy, the Call Taker will determine which agency has primary responsibility for the call and sets up a conference call accordingly. In most cases, calls are identified on the screen by a caller's telephone number and address, to ASSIST the Call Taker verifying appropriate information. .BOUNDARY CONFLICT Due to a conflict between the Bell Telephone boundaries and the Region of Durham's geographic boundaries, some telephone sites have been manually directed by Bell Canada to the Durham Region Public Safety Answering Point. This affects telephones in the 705 area code only. 1 ..... _"'_"O'Y'W,_"~,.__,.,__..*~:,.."".,.="",,,,,,..,.,_,.,~,...,, REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES 08 ..1 r:', ~ cr '>4- ,,~ / PURPOSE To describe the terms of reference covering the organization, maintenance, distribution and authorization of the 9-1-1 Policy Manual. GENERAL 1. The manual contains the information required by personnel dealing with 9-1-1 calls to assist them in fulfilling. the requirements of the Goals, Objectives, and Policies of the System. II. The manual is reviewed, updated, and published by the 9-1-1 Management Board from information supplied by members of the various User Agencies and the Durham Regional Police Communications/9-1-1 Manager. III. Bell Canada supplies the operating features and instructions in the Procedures Section. IV. All Policy / Procedures issued for this manual must be approved by the 9-1-1 Management Board. V. You are urged to contribute ideas and suggestions for improvement to this manual by forwarding documentation to the Communications Manager. VI. The manual will be distributed along with updates to the following: Durham Regional Police Ontario Provincial Police CACC - MOHL TC Durham Region EMS Ajax Fire Department Clarington Fire Department Oshawa Fire Department Pickering Fire Department Whitby Fire Department Bell Canada VII. A written acknowledgement will be required for receipt of the manual and receipt of periodic updates. 2 REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES fi ..,".L.. {C~ ,3 J-c 7 ANSWERING PROCEDURE 7 of :";q.. 09 9-1-1 PRIMARY PUBLIC SAFETY ANSWERING POINT (P.P.S.A.P.) ANSWER WITH: liDO YOU REQUIRE POLICE, FIRE OR AMBULANCE?" DETERMINE AGENCY REQUIRED DO NOT QUESTION FURTHER CONFERENCE IMMEDIATELY AND CONFIRM CONNECTION CLEAR LINE - DISCONNECT POLICE ACCEPT & PROCESS COMPLAINT AS PER DEPARTMENT POLICY FIRE ACCEPT & PROCESS COMPLAINT AS PER DEPARTMENT POLICY AMBULANCE ACCEPT & PROCESS COMPLAINT AS PER MINISTRY POLICY ~ / NOTE: IT IS THE RESPONSIBILITY OF THE PRIMARY AGENCY TO ENSURE ALL NECESSARY ADDITIONAL AGENCIES REQUIRED ARE NOTIFIED. DO NOT ASSUME THAT THE 9-1-1 P.P.S.A.P. HAS CALLED ANYONE 3 ...,a,,"'S1.~~",_ "_"""""~._~'."".,._ I II I. 1 0 GOALS, OBJECTIVES, POLICIES REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES CeS?;l-D I :ti ,r{ of S: 4- GOALS To operate and administer a Primary Telephone Answering System accessed by an easily remembered telephone number (9-1-1), so that the calls can be quickly directed to Emergency Agencies with primary responsibility according to the information supplied by the caller. OBJECTIVES I. To maintain coverage of 9-1-1 lines at all times, in order to handle all incoming calls. II. To direct calls to the appropriate Agency without delay. III. To ensure breakdowns of equipment are reported IMMEDIATELY, so that service to the public is restored as soon as possible. IV. To maintain proper accountability for all expenditures. V. To maintain records and statistics for analysis, in order to identify possible changes and updates. POLICIES A 9-1-1 telephone number for response from any of the three Agencies; POLICE, FIRE, or AMBULANCE SERVICES, within the Durham Region 9-1-1 System based on information supplied by the caller. The 9-1.-1 number will be answered by a PRIMARY PUBLIC SAFETY ANSWERING POINT (P.P.s.A.P.) The P.P.S.A.P. will be situated at the Durham Regional Police Headquarters, 77 Centre St. North, Oshawa, as part of the Communications Bureau. The use of auto-dialers / tapes in conjunction with the 9-1-1 System is strictly prohibited. 9-1-1 Management Board: · A management Board will oversee the operation of the 9-1-1 System. · The Management Board must approve any use of the 9-1-1 Logo and literature. · All printed statistical information is the property of the Regional Municipality of Durham. 4 REGION OF DURHAME91il-l ~.E.R.s.~OLICIES AND PROCEDURES If' ,- C 'J"" .",''j i.,; t:.)) /"C' I 1 1 C; 0 r::..:; If GOALS, OBJECTIVES, POLICIES coot'd Comolaint Taking: · A minimum of six (6) CALL TAKERS will be in a position to accept calls at the P.P.S.A.P. to 9-1-1 on a 24-hour basis. · The P.P.s.A.P. conferences all calls for Agencies (except for Durham Regional Police) within the 9-1-1 System, regardless of apparent emergency j non- emergency status. · A P.P.S.A.P. call taker shall not act as complaint taker for any Secondary Agency on a 9-1-1 call except calls for Durham Regional Police. · Inquiries regarding a particular service will be handled by the individual Agency. Hold for Bell TracejAddre$s verification procedures will only be used for calls, which in the opinion of the requesting Agency are serious enough to warrant a line trace. Load Monitorinq Resoonsibilities: · The P.P.s.A.P. Supervisors shall monitor the loading on the 9-1-1 lines. When the need arises, non-emergency "Police calls for service" will be transferred to a secondary line and dealt with when the 9-1-1 lines are clear. · In addition to the other obligations set out in this agreement, the P.P.s.A.P. Manager and Supervisors shall be responsible for monitoring and reporting on the 9-1-1 P.P.s.A.P. performance, with particular regard paid to minimizing call blockage. To this end the P.P.s.A.P. Manager and Supervisors shall ensure that such information is generated and such techniques are employed as set out in this manual. · Any malfunction in the 9~ 1-1 System must be recorded and reported to the Bell 9-1-1 Surveillance & Maintenance Centre (SMC) (refer to Procedures). Non-EmergenCY Calls: · Incoming non-emergency calls on 9-1-1 shall be terminated. · The caller may be instructed to call the seven-digit service number for the appropriate user Agency. · It is the responsibility of the individual Agency to ensure 9-1-1 non- emergency calls are terminated. 5 _.""'_"'T;':'_..__-=~ . l ;,;,,:;;.a.;;jll In ;;_"- -;~;~~_'" _-..;- ;'st CF5 10 cl'? 5if- 1 2 REGION OF DURHAM E9-1-1 P.E.R.s. POLICIES AND PROCEDURES GOALS, OBJECTIVES, POLICIES cont'd P.P.S.A.P. Manaaer shall: · Be subject to inquiry from individual user Agencies and individual user Agencies may appeal any reply or decision given or made by the P.P.s.A.P. Manager to the Management Board. · Handle inquiries from the media with regards to the 9-1-1 System in general. · Monitor and control staffing expenditures for the 9-1-1 System. P.P.S.A.P. Supervisor shall: · Ensure that the 9-1-1 P.P.s.A.P. functions pursuant to the directives of the Management Board. · Monitor compliance of the 9-1-1 P.P.S.A.P. staff with operating compliance. · Ensure the 9-1-1 P.P.S.A.P. call takers follow Management Board Directories. Nothing in this agreement affects the obligation of the P.P.s.A.P. Supervisors to discharge normal supervisory responsibility as assigned by the P.P.s.A.P. Manager. · Supervisory staff of involved Agencies or members of the Management Board may listen to Master tapes at the P.P.S.A.P. · Be responsible for ensuring that Master tapes of 9-1-1 calls are held for a period of 3 years, unless required for evidence or legal purposes. P.P.S.A.P. Call Takers shall: · Receive and transfer incoming 9-1-1 calls to the appropriate user Agency (except for Durham Regional Police calls) · Obtain training and the operating requirements of the 9-1-1 P.P.s.A.P. as established by the Management Board. · Monitor conferenced calls until voice contact is made between the caller and the Primary Agency. 6 i" es; :; 1- ()-/ REGION OF DURHAM E9-1-1 PJ.R,S, ~O~IEr ~ND PROC~DUR~ 1 j Complaints Procedure: · All complaints involving the 9-1-1 System will be investigated by the appropriate Agency and reported to the Management Board. · Should an Agency feel there is a problem or complaint with 9-1-1 or its operation, the problem shall be referred to the 9-1-1 P.P.s.A.P. Manager in writing. An answer to the problem or complaint shall be given, in writing, within thirty (30) days. · If the Agency reporting the problem or complaint is not satisfied with the response given by the 9-1-1 P.P,S.A,P, Manager, the problem or complaint shall be referred to the Management Board in writing, The Management Board shall consider the problem or complaint and within thirty (30) days render a decision in writing, The decision of the Management Board shall be final. · It is understood that time limits may be extended, if agreed upon by all parties involved. 7 F;( ,.L",", :# ~r-? 7 fA c~ <; 'r REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES 1 4 2,:1-1 MANAGEMENT BOARD 2006 Joe Kolodzie (Councilor-Oshawa) 905436-5612 jkolodzie@city.oshawa.on.ca 905 436-5691 FAX Don Beaton (Region of Durham Finance) 905668-7711 x 2250 don.beaton@region.durham.on.ca 905 666-6244 FAX Laurie Puhach-Gaudette (Manager C.A.C.C.) 905 430-0205 puhachla@sdsx.moh.gov.on.ca 905 430-5539 FAX Chief Randy Wilson (Durham Fire Chiefs) 905 683-3050 randy.wHson@townofajax.com 905683-8119 FAX Richard Armstrong (Durham Region EMS) 905665-6313 x 2250 richard.armstrong@region.durham.on.ca 905444-2042 FAX Inspector S. Whiteway (Durham Regional Police) swhiteway@drps.ca 905 579-1520 x 6420 905 579-2273 FAX Theresa Virgin (Communications/9-1-1 Manager) tvirgin@drps.ca 905 579-1520 x 6485 721-4224 FAX 8 I .....; . .. . l~';;:S37-c7 >. . ". fJ CPS/.f- REGION OF DURHAM E9-1-1 P.E.R.S. POLICIES AND PRQ'~DUR~S MEMBER AGENCIES IN DURHAM REGION: Police Services: Fire Departments: Ambulance: Note 1: Note 2: Durham Regional Police Ontario Provincial Police Ajax Fire Department Clarington Fire Department Oshawa Fire Department Pickering Fire Department Whitby Fire Department Oshawa CACC - MOH-L TC Calls for fire service in Brock Township will be conferenced to Ajax Fire Department Calls for fire service in Whitby/ScugogjUxbridge Township will be conferenced to Oshawa Fire Department EMERGENCY BACK UP LOCATIONS: AGENCY Ajax Fire Department Clarington Fire Department Oshawa Fire Department P.P.s.A.P. Pickering Fire Department Oshawa CACC BACK-UP DISPATCH Pickering Fire Department OshawajHampton Works Yard Clarington Fire Department Whitby Fire Station Ajax Fire Department Whitby Works Department 1 5 9 j " ''1>''',', <, Li,t"';;' 1]....'1'[" <t',-{,;". ;r,", '9 _l, . L REGION OF DURHAM E9-1-1 P.E.R.S. poliC'f{s~A~D PROCEDURES , II I 1 6 ADMINISTRATION OR INFORMATION TELEPHONE NUMBERS FOR AGENCIES WITHIN DURHAM REGION 9-1-1 SERVICE AREA Ambulance Oshawa Uxbridge jBrockjBowmanville 905 430-5530 1-800- 263-7721 Fire Departments Ajax Brock Twp Clarington Oshawa Pickering Scugog Twp Uxbridge Twp Whitby 905 683-3050 905 432-2355 905 623-5126 905 433-1238 905 839-9968 905985-2384 905 852-3393 905 668-3312 Police Services Durham Region Police (Ajax, Clarington, Oshawa, Scugog Twp, Whitby Brock Twp Pickering, Claremont Uxbridge Twp Royal Canadian Mounted Police Ontario Provincial Police 905 579-1520 1-888-579-1520 905 683-9100 1-888-579-1520 905 697-6000 1-70S- 329-1835 10 f (IiEi;'1)~(7 . ,s t' r:~!..f ' REGION OF DURHAM E9-1-1 P.E,R(S:' POLICIES AND PROCEDURES 1 7 THE PRIMARY AGENCIES PURPOSE: To describe the responsibility of the Primary Agency within the 9-1-1 System GENERAL: The Primary Agency is the Police, Fire, or Ambulance Dispatch Centre to which the caller will be connected. RESPONSIBILITIES: 1. To answer 9-1-1 calls promptly II. To give 9-1-1 calls priority over all other calls III. To establish criteria for emergency / non-emergency calls and advise non-emergency callers not to use the 9-1-1 number IV. To ascertain that the call has been correctly directed to the Agency requested V. If a call is incorrectly directed and the P.P.S.A.P. call taker is no longer on the line, the responding agency will record the information and relay it to the correct primary Agency as quickly as possible using PERS in order to relay the ANI/All information. VI. To determine if other Agencies should be involved and advise them of the emergency VII. To use the Ring Back Procedure where necessary VIII. To request a trace, where necessary IX. To advise the On-Duty Supervisor at the P.P.S.A.P. IMMEDIATELY, regarding equipment breakdown or trouble with the 9-1-1 System X. To request tape relaying from P.P.s.A.P. Communications in situations where necessary and warranted XI. To direct requests from the Media about 9-1-1 to the designated Supervisor member within each Primary Agency XII. To document Compliments, complaints, and suggestions to be forwarded to the On-Duty Supervisor XIII. To ensure that any message recording equipment not be connected to the 9-1-1 System XIV. To maintain statistics and prepare reports according to Management Board requests 11 I", . '.. " "'!.) /F): ..., "7 I .,,' ',,' i,:? ,i.-?k;") " /6 ()? .:.If-' REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES ANSWERING 9-1-1 CALLS AND DETERMINING THE PRIMARY 1 8AGENCY I Ij t. The primary Agency is the Police, Fire, or Ambulance dispatch centre to which the call will be connected, based on the caller provided information. Procedure: for P.P.S.A.P. Call Takers · Answer caB promptly, 9-1-1 calls are emergency until determined otherwise · The answering phrase will be "Do you require Police, Fire or Ambulance?" · All calls for Ambulance and Firewill be conferenced immediately using the PERS Fire or Ambulance connection. Automatic Number Identification (ANI) and Automatic Location Identification (ALI) details displayed on your screen assist you, but should NOTbe relied upon exclusively, as the ANI / ALI details pertain to the caller, not necessarily the incident. · ANI/All abbreviations are provided by Bell Canada and are to be used to determine the type of incoming telephone service. (See chart in this section) · Determine the most important Agency required as the caller can only speak to one Agency at a time i.e. - Any calls involving fire, the potential for fire, chemical or gas spills, the primary Agency will be a Fire Department For any medical calls, (including Poison Control), the primary Agency will be the Central Ambulance Communications Centre 12 ( DEi) -:rJ-(: '-7 '..; ~tGlON OF DURHAM E9+ i PH.S. ~rrdES ~D PROCEDURES 1 9 ANSWERING 9-1-1 CALLS AND DETERMINING THE PRIMARY AGENCY cont'd . Determine the Primary Agency: POLICE FIRE AMBULANCE Durham Regional Police Ajax Fire Department ash. Central Ambulance Communications Centre OR Clarington Fire Department OshawajWhitby Fire Department Ontario Provincial Police Pickering Fire Department . If more than one Agency is required, the Primary Agency is RESPONSIBLE for contacting any other Agency. However, the Call Taker at the P.P.s.A.P. may alert other Agencies of obviously serious calls. . If fire calls for Whitby/ Brock Twp, Scugog Twp, or Uxbridge Twp are received/ they will be conferenced to one of the following Primary Dispatch Centres responsible for the dispatching of their fire services. Whitby Scugog Uxbridge Brock Township OSHAWA FIRE DEPARTMENT AJAX FIRE DEPARTMENT . Inform the caller "stay on the line for " The Call Taker initially monitors the conversation between the caller and the requested Primary Agency to ensure that voice contact has been made. 1":> --- ~ . -_. .. no. ......_ . ....._ __ _ _.. _..__ _. _____n__ ._.__....___ .... _,....._ n= --c_.~ !. 0 t "",,",.,,"..;,,~_"", .__.,_~~ "'~-' ~=.~=- -- -"~-- ----- ,; !J' -1 I' (? I ,,- ..~ L . I _ l~{)Y::~f REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES 20 BELL SERVICE CLASSIFICATIONS ABBREVIATION DESCRIPTION CEL Cellular The number on the screen MAY NOT BE the number of the cellular subscriber, but rather a cellular switch number COM Commercial Single line CPB Commercial Push Button including PBX PBX'S are private telephone switches. AU may not be the actual end user. The address information in Bell Canada records is likely to be the address of the PBX switch CTX Centrex (Business) Centrex lines are a type of PBX where the telephone equipment is located on the telephone company's premises rather than the subscriber's premises. Again All information may be unreliable FEX Foreign Exchange Service A foreign exchange is an exchange or NXX that is not from the local area LRR Local Residential Resale (Resellers to us) MUL Multi-party line, Commercial/Residential These may be 2 party or 4 party lines. 4 party lines do not have ANI, so all 4 party lines will default route and there will be no All - PUB Public Pay Phone (BeH Canada) Many pay phones are equipped for outgoing calls only. It is not possible to ring back the~~ phones. PUC Competitive Payphone -~-_._~---~- RES Residential -- ---, - ---'-----.---,< 14 , .. .. ... .~ ,-; ~.. ..... 7 -/'...-, I. sr i,.,[.-:) L- ,I REGION OF DURHAM E9-1-1 P.E.R.s'.';~8CrclE5 AND PROCEDURES 21 CONFERENCING CALLS WITH THE PRIMARY AGENCY All calls except for those for the Durham Regional Police will be conferenced to the appropriate Agency. Procedure: · Depress the 9-1-1 FEATURE key to obtain dial tone for conferencing. · Depress the appropriate labeled key indicating Fire or Ambulance. The caller will remain on the line with you until you release the call. . Listen for the ringing and an answer at the requested Agency. · You MUST stay on the line with the caller until voice contact is made between the caller and the Agency requested. · Release from the call by depressing the "release" button. 9-1-1 "No Voice" Unknown Calls · Where no verbal information has been confirmed for an event or incident from a caller on a landline call, the 9-1-1 Call Taker will initiate a full Agency response (Police, Fire, and Ambulance). The 9-1-1 Call Taker will be responsible for the notification of all three (3) agencies when this type of 9-1- 1 call occurs. · The call taker will remain on the line and continue to use the "ring back" procedure until an agency arrives at the location and advises the situation. · If it has been determined, there is a problem with the telephone line at the location, call the 9-1-1 Surveillance & Maintenance Centre (SMC) to have a repair ticket issued. · In the case of 9-1-1 "No voice" unknown calls in Brock, Scugog, or Uxbridge Townships, the Fire Department will only attend if the Police! Ambulance determine that they are needed. 15 ~'~:.J. . 11 l L L~L ] n i!lIIJIUI _-_",- ,.)c Cr::.:; i./- 2 2 REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES :." 11 J) ..j7 ! l' "-.' -I , \./..... "', '- , ., Wireless Telephone Calls Wireless enhancements to the 9-1-1 system provide additional information to 9- 1-1 call takers. This additional information is present on the 9-1-1 ANI/ ALI data spill and includes the 10-digit wireless callback number and the cell site address from which the call originated. Wireless Call Back · 9-1-1 personnel will attempt to call back a wireless telephone when a 9-1- 1 call is routed to our Centre and the call disconnects before personnel can adequately ascertain if assistance is need. · Personnel will call the number back once in an attempt to ascertain if assistance is needed. · If the wireless phone is busy or there is no answer, no additional attempts to contact the caller will be made. · If contact is made with the 9-1-1 caller, 9-1-1 personnel will follow established 9-1-1 call handling procedures. Indicated Emergency · Any evidence of an emergency situation will result in personnel initiating efforts to re-contact the call to determine the nature of the incident and an accurate location for appropriate emergency response. · Extraordinary attempts to locate a wireless 9-1-1 disconnect caller will only be made in the instance where an emergency is clearly indicated. VoIP (Voice over Internet Protocol) Calls Fixed VoIP · Cannot be physically moved from location to location. . Attached as a landline (Bell, Rogers, Shaw etc.) · Uses the 9-1-1 network just as any landline residential subscriber. . Call taker will received full ANI/ ALI, · Features that may not function are ring-back, caller hold etc. . 9-1-1 personnel will follow established 9.-1-1 call handling procedures. Nomadic VoIP · Can be used/moved to any location that has an internet connection, virtually anywhere in the world. · Any ANI/All information received is suspect as it may only provide information to the internet service provider and not necessarily the location of the caller. 16 ( o::(~- ')/ -{{l L""..- "~ l~ . ;2..f of '54- REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES 23 VoIP Calls shall be handled as Wireless 9-1-1 calls . 9-1-1 personnel will attempt to call back a VoIP telephone when a 9-1-1 call is routed to our Centre and the call disconnects before personnel can adequately ascertain if assistance is need. · Personnel will call the number back once in an attempt to ascertain if assistance is needed. . If the VoIP phone is busy or there is no answer, no additional attempts to contact the caller will be made. . If contact is made with the 9-1-1 caller, 9-1-1 personnel will follow established 9-1-1 call handling procedures. 17 '.-r.- {t..-::.:. ~.~i9 Q f :5 if- REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES 24 4:~ I CIRCUITS BUSY OR NO ANSWER Procedure: · The auto-dial keys labeled with Primary Agency names perform the dialing for you. If problems are experienced! the Primary Agencies can be reached by manually dialing the desired *code number or through their seven-digit Tandem telephone numbers as well. KEY LABELE~ Ambulance Ajax / Brock Fire Clarington Fire Oshawa / Whitby Scugog / Uxbridge Fire Pickering Fire Orillia O.P.P. STAR CODE NUMBER *21 *25 *22 *23 TANDEM NUMBER 713-8016 713-8141 713-8147 713-8150 *26 *36 713-8144 713-8114 · If agency 9--1-1 *code lines are busy use the seven-digit number of the agency as listed on the "speed dial" program after obtaining all necessary information for the incident. The 9-1-1 Call Taker will then ensure that this information is given to that Agency through their seven-digit emergency phone number. · In cases where an amount of multiple calls are received by the 9-1-1 Call Taker for the same incident! and the 9-1-1 Call Taker has verified that there is no new information that will further assist: the responding emergency agencies! the 9-1-1 Call Taker may advise the caller that we have the information and release the call. · Each Agency has a pre-set time limit for the conferencing of all calls (6 rings). If the conferenced call is not connected within that time limit! the ringing at that Agency will cease. The 9-1-1 Call Taker must then obtain all the necessary information and ensure it is given to that Agency. · Only the Primary Agency talks to the caller once voice contact is established between the caller and the Agency. 18 ['~ i' i C3 -7 ..,.-. ":,)' iCJ ...) /' . \,..; . '3') cr::' "'-q . I~( ..,".), - (..' '.... '. REGION OF DURHAM E9ii 1 ii 1 ~.E.R.S. POLICIES AND PROCEDURE~ I 25 · The 9-1-1 Call Taker at the P.P.s.A.P. is able to monitor the call and can release from the call without affecting the connection between the caller and the Agency. · The 9-1-1 Call Taker can remain on the line during calls with obvious potential for multiple Agency response in case further assistance is necessary even though requesting assistance from other Agencies remains the responsibility of the Primary Agency. 1Q ,",',' . f" I .... Cc<;,) REGION OF DURHAM E9-1-1 P.E.R.5. potI[I~~ AND PROCEDURES 26 RE-DIRECTING CALLS TO BACK UP PRIMARY AGENCIES Procedure: · When the 9-1-1 Call Taker is unable to direct calls to an Agency due to power or phone failure, the 9-1-1 Call Taker will re-direct the call to the designated back-up location listed AGENCY BACK-UP DISPATCH Ajax Fire Department Clarington Fire Department Oshawa/Whitby Fire Department P.P.s.A.P. Pickering Fire Department Oshawa CACC Pickering Fire Department Oshawa/Hampton Works Yard Clarington Fire Department Whitby Fire Station Ajax Fire Department Whitby Works Dept. · In the event of a major phone/hydro loss at more than one of the Agencies, the Supervisor on duty in the P.P.s.A.P. will determine where the 9-1-1 calls are to be directed until alternate arrangements can be made. · In the event, the 9-1-1 lines into the P.P.5.A.P. fail, the Bell 9-1-1 Surveillance & Maintenance Centre (SMC) will reroute all 9-1-1 calls to York Region 9-1-1 Centre until such time as the situation can be rectified, or; evacuation is determined as the best course of action. . In the event that a building evacuation becomes necessary, the P.P.S.A.P. (Durham Regional Police) connection to the back-up site at Whitby Fire shall be established once Communications personnel are present. · During the "back-up" operation from the Whitby Fire site, calls can be conferenced to Downstream Agencies with ANI/ALL · Emergency ring back will function while at the P.P.s.A.P. back up site. 70 ::',., :;'t >:,::,.:< ,:j~< ::<s 'c'{:: ~~ 4- REGION OF DURHAM E9-1-1 P.E.R.S. POLICIES AND PROCEDURES RINGBACK ACTIVATION FOR ALL EMERGENCY AGENCIES 'r+; r. '~ 7--D.7 27 This procedure allows the Call Taker to make the caller's telephone ring if the caller has hung up; or give off the "receiver off the hook" howler tone if the caller has not hung up. The procedure would be used if a caller has left the line before supplying sufficient information. The ring back feature will work ONL Yon 9-1-1 lines. If a call has been routed from a Bell operator, Cellular phones, or the Durham Region Police switchboard (7-digit numbers), ring back will not work. The ring back feature has not been fully tested on VoIP services. Procedure: . If there is a busy tone, the caller has hung up. . Depress the "9-1-1 FEATURE" key to obtain a dial tone. . Depress the labeled "ring back" key or; . Key *99 on the number keypad of the phone. · Listen for the normal ringing cycle. The caller's phone rings steadily, or 2 short rings repeatedly, until answered or you release the call. . If no answer, initiate the "HOLD" for Bell Trace Procedure if necessary, or dispatch according to the address details on the 9-1-1 screen. . If there is no tone, the caller has not hung up. . Depress the "9-1-1 FEATURE" key to obtain dial tone. . Depress the labeled "RING BACK" key or press *99 on number keypad. . You will hear ringing for six (6) seconds. The caller's phone will be emitting the "receiver off the hook" howler tones for six (6) seconds. . If there is no response repeat the procedure. . If there is no response to the second procedure, initiate the "HOLD" for Bell Trace Procedure if necessary. 21 f.--t;U REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES HOLD FOR TRACE 28 ( The "Bureau hold" 9-1-1 feature facilitates holding the 9-1-1 circuit for trace purposes even if the caller has disconnected. In situations requiring a trace where there is no ANI / ALI detail, and ring back has not been successful, the P.s.A.P. will involve Bell Canada S. M.C. for a physical trace of the call. Procedure: . When a Call Taker receives a call and has deemed a HOLD for Bell Trace will be required, note the tandem line number on the phone digital call display. · Refer to the 9-1-1 tandem line number to identify which line the call is on. . If the 9-1-1 Call Taker had deemed this is an emergency call and needs to stay on the line for safety reasons, have another Call Taker contact Bell Trace for you, or; . Transfer the call to a ON phone line. Pick up the call and depress the HOLD key. · Use an alternate ON line to call Bell Trace and have them search the line for you. . Provide the Bell SMC technician with the circuit number, or the caller's telephone number if you have it, and your call back phone number. . The call remains on HOLD, or active, until Bell Canada provides the address information and the designated Agency has made contact at the caller's address. · A live trace is only conducted when the ANI / ALI information is not available. Bell Trace Centre will advise when their trace is complete. . Bell Canada will give top priority to Trace requests. If there is difficulty obtaining the trace, the Bell 9-1-1 SMC Manager or Bell 9-1-1 Service Manager should be contacted. 22 : }< H'" (y::::.<; ,5 ;1..c'l ./~ it-oisif' . . REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES DEALING WITH AUTO-DIALER AND RECORDED MESSAGE CALLS 29 The use of auto-dialers with tape recorded messages in conjunction with the 9-1-1 number will NOTbe allowed. Procedure: · When pre-recorded calls are received at the P.P.s.A.P., the 9-1-1 Call Taker will immediately disconnect the call. 23 ,-) "' I ~,;J "",,,, "'/--ttg" ti i:~:5' . REGION OF DURHAM E9-1-1 P.E.R.S. POLICIESLf AND PROCEDURES 30 ANSWERING CALLS FROM THE TELEPHONE DEVICE FOR THE DEAF (T.D.D.) Calls for the Telephone Device for the Deaf (T.D.D.) may come in on 9-1-1 lines, or on the phone position itself. Procedure: . After recognizing the special tones, transfer the call to the "DEAF" line. . Pick up the receiver on the "DEAF" line and place it on "HOLD." . Activate the T.T.Y /T.D.D. machine. . Communicate with the caller through typed messages on the T.D.D. machine. 24 .!G; ICi ;:p.,( T x." (ii::-; 3 7-c'/ !' '.:jc{t!p.-;-'q;........ REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES DEALING WITH NUISANCE AND ABUSE CAllS ON 9-1-1 31 Due to the ANI/All feature of the Durham Region 9-1-1 system, most nuisance calls can be easily traced. Procedure: . Persistent abuses should be reported to the on-duty Supervisor for follow-up. . Any action taken regarding nuisance or abusive calls should be at the discretion of the Supervisor at the Agency receiving the call. . Slurred speech does not always indicate alcohol abuse. It could indicate the caller has a medical emergency. If there is reason to suspect medical difficulties, transfer the call to ambulance.. . If a call is deemed a nuisance call, Police may be dispatched to caution the caller and lay charges if necessary. 25 1" '" "Tn ~::r.?O, JFj" t'L'E<;'~~7<-",1 ",,,, ~'J~c "." "i'~,_._~, REGION OF DURHAM E9-1-1 P'.E~'R.s. pOLfaE~irAND PROCEDURES 32 REPORTING BREAKDOWNS TO P.P.S.A.P. - AMBULANCE & FIRE Secondary Public Safety Answering Point (S.P.S.A.P.) will advise the P.P.S.A.P. of equipment problems or breakdowns of 9-1-1 equipment components ONL y: Problems associated with the Agency's own telephone equipment will continue to be reported by the Agency directly to their telephone supplier. Procedure: . 9-1-1 telephone line problems, printer or screen problems will be reported to the P.P.s.A.P. Supervisor by dialing the regular Police number or using the direct "ring-down" line. · 579-1520 extension 6600 . 683-9100 extension 6600 for Pickering Fire . 9-1-1 lines are NOTto be used to report problems. . S.P.s.A.P. personnel will provide the P.P.S.A.P. Supervisor with the following information: . telephone line, screen or printer . Brief nature of the problem · Contact name and call-back number of personnel at the S.P.s.A.P. who reported the problem . Each P.s.A.P. is responsible for reporting all troubles related to the 9-1-1 lines & equipment to the Bell 9-1-1 Surveillance & Maintenance Centre (SMC). 26 , F..::C: '7 'I . 7 Li,.;; ..,/.-c, REGION OF DURHAM E9-1-1 P.E.R.s~/p8[lcIt; AND PROCEDURES 33 REPORTING BREAKDOWNS/TROUBLE WITH THE 9-1-1 SYSTEM Routine and Emergency 9-1-1 reports are given top priority by Bell Repair, however, when the on-duty Supervisor at the P.P.s.A.P. determines the commitment time or action proposed by Bell is not satisfactory, the on-duty Supervisor at Bell is to be notified. Procedure: . When a 9-1-1 Call Taker encounters 9-1-1 trunk problems: . Note the trunk access code and phone position number from the digit display. . Report the problem to the on-duty Supervisor IMMEDIA TEL Yand complete a 9-1-1 Inquiry report identifying details of the problem. . The Supervisor will: . Immediately report the problem to Bell Surveillance & Maintenance Centre at 1-800-263-7585. · Record the ACTION Ticket Number on the 9-1-1 Repair Report. . Follow up with the reporting Agency, if necessary, on a shift-to-shift basis until the problem has been corrected. . When Bell advises the problem has been corrected, complete the 9-1-1 Inquiry Report and forward it to the P.P.s.A.P. Manager. . If the problems occur after hours and the repair requests are exceeding the time limits that you believe they should be, then you are to ask to speak to the Bell SMC Manager. · The 9-1-1 SMC Manager is on-call 24/7 & he will continue to escalate as required until the issue is resolved. . If there is a major failure of the 9-1-1 system, the Durham Region 9-1-1 Manager will advise the 9-1-1 Management Board. 27 .'T....... . '.' r.'..!.;C',.''',Q;r~ ':?'7-{ /.; . ~. .:1 ',t"..! !..'I,j\ J _.-' i REGION OF DURHAM E9-1-1 P.E.R.~~~ek~S AND PROCEDURES 34 REPORTING BREAKDOWNS/TROUBLE WITH THE 9-1-1 SYSTEM Cont'd Printer / Screen Problems Procedure: · Ascertain from the S.P.S.A.P. if the screen or printer is the problem and not the trunk route. · If a screen or printer appears to be the problem, have a replacement taken to that Agency location. · Record the information on the 9-1-1 Inquiry Report. 28 " l. -'<C/'," ,:'}23"' :s "7 _7'. '7 ;+ __.m,-, -\~:('~~'~' .'''-;' - /' I.. I REGION OF DURHAM E9-1-1 P.E.R.5. POLICrtSCA~DPROCEDURES 35 NON-EMERGENCY CALLS ON 9-1-1 9-1-1 lines are for emergency calls only. Public education will reinforce when to call 9-1-1 versus calling administration telephone numbers for each Agency. Requests for traffic reports, low priority Police service requests and general information will be discontinued. Generally, non-emergency calls will be identified and disposed of by the Primary Agency, as 9-1-1 Call Takers will only determine with the caller, which Agency is required. The 9-1-1 Call Taker will only question the caller about the incident if it is unclear which Agency is required. Procedure: . The Call Taker determines that a call is a non-emergency. . Advise the caller to call back on an administrative telephone number and disconnect from the call. . Call Takers will not be expected to instruct the caller regarding telephone numbers. 29 34- c; FC::q REGION OF DURHAM E9-1-1 P.E.R.S. POLICIES AND PROCEDURES 36 COMPLAINTS INVOLVING 9-1-1 All complaints involving the system will be documented by the 9-1-1 Manager and referred to the 9-1-1 Management Board as required. Procedure: . Should the Agency feel there is a problem or complaint with 9-1-1 or it's operation, the problem shall be referred to the 9-1-1 Manager in writing. . An answer to the problem or complaint shall be given, in writing, within thirty (30) days. . If the Agency reporting the problem or complaint is not satisfied with the response given by the 9-1-1 Manager, the problem or complaint shall be referred to the Management Board in writing. . The Management Board shall consider the problem or complaint and within thirty (30) days, render a decision in writing. . The decision of the Management Board will be final. . It is understood that time limits may be extended if agreed upon by all parties involved. 30 l ti~rsJc7 <3,,5 D F51.J- REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES 37 TAPE REPLAYING 9-1-1 conversations are recorded at the Primary Public Safety Answering Point; from the time the call is answered until the 9-1-1 Call Taker releases from the call. Procedure: . The supervisory staff of involved Agencies, or members of the Management Board may listen to r~cordings at the P.P.5.A.P. . Recordings may be reduced to a cassette or digital recording if requested by that Agency. . Recordings of 9-1-1 calls will be held for a period of three (3) years, UNLESS REQUIRED FOR EVIDENCE OR LEGAL PURPOSES. 31 I C't:::::C 27-/' 7 .. .--".,,./, c,' , I "')t'" '~'~'-. '-> . {, f- ~':> '-r REGION OF DURHAM E9-1-1 P.E.R.S. POLICIES AND PROCEDURES 38 MEDIA CONTACT General Inquiries from the media about the Regional Municipality of Durham 9-1-1 System will be handled by the Durham Regional Police Corporate Communications. INDIVIDUAL AGENCY INQUIRIES Inquiries regarding a specific emergency service Agency will be handled by that Agency. 32 I . ... ...cr::-c :> ,1-C7 REGION OF DURHAM E9-1-1 p.E:~.I P&'IEYES AND-~ROCEDURES 39 OVERLAP AREA CALLS When calls are received (9-1-1 or seven-digit numbers) from residents NOT calling in the Regional Municipality of Durham, requesting a response from an emergency Agency the P.P.s.A.P. Call Taker will take the following action; Procedure: . Police calls: · Conference to appropriate police agency on a 9-1-1 line (see *code list) or; · No holds conference the caller on their 10 digit emergency lines (see speed dial list) or; . Take the information from the caller and relay to that Police Service via their 10-digit number. . Ambulance calls: . Conference to Ambulance on a 9-1-1 line (see *code list) or; . No holds conference the caller on their 10 digit emergency lines (see speed dial list) or; . Take the information from the caller and relay to Ambulance via their 10-digit number. . Fire calls: · Conference to appropriate Fire Service on a 9-1-1 line (see *code list) or; . No holds conference the caller on their 10 digit emergency lines (see speed dial list) or; . Take the information from the caller and relay to that Fire Service via their 10-digit number. 33 ',,-, ...-1 I r..,,;e-;' ;'> '/-0' h 8' {j F=5lf REGION OF DURHAM E9-1-1 P.E.R.s. SYSTEM TECHNICAL DESCRIPTION 40 TABLE OF CONTENTS SYSTEM DESCRIPTION..... ..... ......... ........... ............................ 1 E 9-1-1 PERS FEATURES ........................................................ 2 ANI I ALl TERMINALS ................................................:1..........3 ANI I ALl PRINTER - P.P.S.A.P. ..................................~.......... 4 ANI I ALl PRINTER - REMOTE ............................................... 5 SERVICE CLASSIFICATIONS ..................................................6 1 /' L'ir---c7,' -1 -C.-;, t.. _.J ,- I ., 3'1 CF' 51.1- REGION OF DURHAM E9-1-1 P.E.R.5. SYSTEM TECHNICAL DESCRIPTION 4 1 SYSTEM DESCRIPTION The Regional Municipality of Durham's E-9-1-1 Public Emergency Response System (P.E.R.S.) was upgraded in 2000 to provide new technology to better serve the Emergency Agencies and citizens using the system. The system upgrades include existing ANI, All features, as well as Inter-municipal call conferencing capabilities. The ANI/All and call conferencing features are available on 9-1-1 lines only. ANI/All details are generally available on calls from private, semi-private, and coin-operated telephones. Multi-party lines with four (4) locations will not display ANI! All details. Calls from cellular telephones will provide the location of the cellular tower & the Call Back Number (CBN) of the cellular phone. Unregistered cellular handsets may display an invalid CBN i.e. 905-111-1111. Calls through the seven-digit numbers, or through the Police switchboard will NOTprovide any 9-1-1 features including number or location information. The call conferencing feature now enables calls to be conferenced within the local 9-1 ~1 service area with the ANI/All information intact. Each Agency receiving the 9-1-1 call will receive the ANI/All details. There is also now dedicated line service to the back-up sites for the P.P.S.A.P. Detailed 9-1-1 information will be available even when evacuation from the main P.P.s.A.P. site is required. 1 I /-'c / 42 Lf{) erSt! REGION OF DURHAM E9-1-1 P.E.R.5. SYSTEM TECHNICAL DESCRIPTION E-9-l-l P.E.R.S. FEATURES E-9-1-1 features are associated with all 9-1-1 lines. Calls received from cellular phones and VoIP phones have limited E-9-1-1 features. E-9-1-1 features are not available for calls received from multi-party (4) lines or for calls received on any. 7-digit number. Automatic Number Identification (ANI) Identifies the telephone number of the telephone being used to place a 9-1-1 call. Automatic Location Identification (ALI) Identifies address information associated with telephone used to place 9-1-1 call. Service Data Base Provides the address of the phone service - not the billing address Emergency Ringback To ring back a caller who has hung up or has left the receiver off hook. Call Party Disconnect Signal Tone received when calling party has hung up. Emergency Hold Allows a 9-1-1 line to be retained until P.P.5.A.P.jAgency releases, even if the caller hangs up. Forced Disconnect P.P.5.A.P.jAgency control lines to avoid nuisance callers tying up 9-1-1 lines. Coin-Free Calls Enables a caller to dial 9-1-1 from a pay phone without depositing a coin. 2 1 (YES ~~'1--c ,,) 4' Df-~ 5 if REGION OF DURHAM E9-1-1 P.E.R.S. SYSTEM TECHNICAL DESCRIPTION 43 ANI I ALl TERMINALS At the P.P.S.A.P., only one (1) 9-1-1 call will be processed per answering position at anyone time; the ANI/All terminal will reflect the number and location details for the current call only. At the Agencies, only one (1) 9-1-1 call will be processed per answering position at anyone time; the ANI/All terminal will reflect number and location details for the current call only. ANI/All details will continue to be displayed on the terminal upon completion of the call. The terminal display will be "refreshed" with new ANI/All details when a new call is answered. E9-1-1 VISUAL DISPLAY phone number service class borough code All time line number ! 1 1 1 1 436-0709 RES OSH 13:30 #: 00271 John Doe <III subscriber name 84 Smith St. ~ address Oshawa Oshawa LlJ 6Y8 ~ i \ posta I code postal address municipal address Only ONE display of E9-1-1 can be shown at one time. The screen will "refreshll when the next 9-1-1 call is received at the position. Calls received through 579-1234 will not "refresh" the ANI/All details. 3 44 I tf,:'l c ~ titl REGION OF DURHAM E9-1-1 P.E.R.s. SYSTEM TECHNICAL DESCRIPTION ,~7'-C'~~i ANI I ALl PRINTER A printer has been provided at each Agency and the P.P.s.A.P. to provide a paper record of each 9-1-1 call. The detail printed will vary dependant upon the data configuration for each site. Printer Details - P.P.S.A.P. The printer information will include: . Phone number . Name . Address . Telephone class of Service . Municipality / Township (Borough Code) . Call Number . Terminal Number (SL-1 address for each answer position) . Time call was received . Date of call . Position number of the 9-1-1 Call Taker at the P.P.s.A.P. . SL-1 access code for the 9-1-1 line used Service Printer Format - P.P.S.A.P. 326-1224 (905) RES OSH 99/06/21 05:17:39 #00552 Pos:0218 PALMER, ROBERT 324 FIRST ST N APT 6 OSHAWA, OSHAWA LlG-4B7 ESN#: 0047 DUR REG POLICE 905-579-1234 4 I (: .,--r ''7 -:."-' L-" ~,._f I i.../ .c...,) .,...,.1.... "-, , REGION OF DURHAM E9-1-1 p.E.~:1.Df: 5"if- SYSTEM TECHNICAL DESCRIPTION 45 ANI I ALl PRINTER Remote Agency Printers The printer information will include~ . Phone number . Name . Address . Telephone class of service . Municipality / Township code (Borough code) . Call number - this number is the same number for both the P.P.s.A.P. and S.P.s.A.P. It can be used for reference to investigate call details. . DatejTime call received . Time to conference call . Position number of 9-1-1 Call Taker at P.P.S.A.P. . Agent time . Terminal number . SL -1 access code for the 9-1-1 line used Service Printer Format - P.P.S.A.P. 326-1224 (905) RES OSH 99/06/21 05:17:39 #00552 Pos:0218 ST JOHN'S UKRAINIAN CHURCH 31 BLOOR ST E OSHAWA OSHAWA L1H 3L9 ESN#: 00110 DURHAM REG POS Number: 003 DURHAMREGPOL DMS line #: 05-124-000SHAWAFIR #: 0512 SPSAP answer: 10;40 #: 0522 Time to canf.: 00:16 5 I " . 46 '"') / I REGION OF DURHAM t~f~f~rR.s. SYSTEM TECHNICAL DESCRIPTION SERVICE CLASSIFICATIONS ABBREVIATION CEL COM CPB CTX FEX LRR MUL PUB PUC RES DESCRIPTION Cellular Commercial Single line Commercial Push Button including PBX Centrex (Business) Foreign Exchange Service Local Residential Resale Multi-party Iinel Commercial/Residential These may be 2 party or 4 party lines. Public Pay Phone (Bell Canada) Competitive Payphone Residential 6 I .. r',~..(" 7-1 " ~...., .. ..' v f,....) ..:....) /'#^ L ,: / REGIONAL MUNICIPALrr1({f:~uRHAM . 9-1-1 AGREEMENT 47 THIS AGREEMENT MADE AS OF THE 1sT DAY OF May, 1991. BETWEEN: THE REGIONAL MUNICIPALITY OF DURHAM ("Durham") - and - THE REGIONAL MUNICIPALITY OF DURHAM POLICE SERVICES BOARD ("The Durham Regional Police Service'), THE CORPORATION OF THE TOWN OF AJAX, THE CORPORATION OF THE MUNICIPALITY OF CLARINGTON, THE CORPORATION OF THE CITY OF OSHAWA, THE CORPORATION OF THE TOWN OF PICKERING, THE CORPORATION OF THE TOWN OF WHITBY, THE CORPORATION OF THE TOWNSHIP OF BROCK, THE CORPORATION OF THE TOWNSHIP OF SCUGOG, THE CORPORATION OF THE TOWNSHIP OF UXBRIDGE. (Collectively "User Agencies" and individually "User Agency") WHEREAS Durham has approved the creation and implementation of a central communication system providing an emergency reporting service known as the 9-1-1 EMERGENCY TELEPHONE REPORTING SYSTEM ("9-1-1 System") for the persons within its corporate limits; BUT WHEREAS the creation and implementation of the 9-1-1 System does not oblige Durham and the User Agencies to provide 9-1-1 System service to persons not resident within the corporate limits of Durham but who may nevertheless have access to the 9-1-1 System; 1 1. .4_ill,,,,,",,,,,,,,,,,.,,",.,, 48 / ..... ii., REGIONAL MUNICIPALlT~(~r B~RHAM 9-1-1 AGREEMENT ., I AND WHEREAS Durham and the User Agencies, being police, fire and ambulance services operating within the corporate limits of Durham have participated in the development of operating procedures, technical requirements, financial obligations and management structure of the 9-1-1 System; NOW THEREFORE the parties, in consideration of the mutual promises contained herein, agree as follows: 1.0 PROVISION OF 9-1-1 SYSTEM 1.1 The parties agree to establish a 9-1-1 Primary Public Answering Point P.P.s.A.P. in the Communications Centre of the Durham Regional Police Service, subject to the terms and conditions of this Agreement. 1.2 The Council of the Regional Municipality of Durham may alter the manner in which the 9-1-1 service is delivered or terminate the delivery of the service at its sole discretion. 1.3 The parties agree that a Management Board as depicted in Appendix "A" to this Agreement shall be established for the purposes of administering the operation and delivery of the 9-1-1 service. 1.4 The 9-1--1 System shall be operated as a Durham function with the ultimate responsibility resting with the Council of the Regional Municipality of Durham and the 9-1-1 P.P.s.A.P. shall be, for budgetary purposes, an entity of Durham and shall adhere to the financial management policies and practices thereof. 1.S Durham shall pay to the Durham Regional Police Service the annual cost of those persons whose employment is necessary for the delivery of 9-1-1 service together with any Bell Canada cllarges related to the 9-1-1 service for which The Durham Regional Police Service is billed direct. 1.6 All such persons shall remain employees of The Durham Regional Police Service. 2 / '. <-~' ?:?1- . -; [c.':> ..") L, REGIONAL MUNICIPALITY OF DURHAM lt7 'Cr:?:ll 9-1-1 AGREEMENT 49 1.7 The title to any equipment, software licenses, logos, and literature relating to the 9-1-1 System shall remain with Durham. 1.8 Each User Agency agrees to participate in the operation and implementation of the 9-1-1 System and to promptly handle calls received on the 9-1-1 System and relayed to it. 3 50 REGIONAL MUNIC(PALlTY OF DU~~~'lt;'lf l7r:;-i/ 9-1-1 AGREEMENT 2.0 AUTHORITY OF MANAGEMENT BOARD 2.1 General Responsibilities of Management Board The Management Board shall be responsible for the normal day-to-day operation of the 9-1-1 System together with development and training of 9-1-1 System personnel. The management Board shall submit a written annual report and an annual operating budget to the Regional Council and such other reports as are requested of it from time to time by Regional Council. 2.2 Liaison with Governing Authority of User Agencies Administrative liaison between Management Board and the governing authority of any particular User Agency shall be the responsibility of the board member representing the User AfJency group of which that particular User Agency is a member. 2.3 Regular Meetings The Management Board shall, at a minimum, meet every three months. 3.0 DESCRIPTION OF THE 9-1-1 P.P.S.A.P. FUNCTION 3.1 General The 9-1-1 P.P.s.A.P. shall be located in the Communications Centre of the Durham Regional Police Service and shall receive and answer all 9-1-1 calls from the public and transfer them to the appropriate police, fire and ambulance services operated by the User Agencies being parties to this Agreement. The 9-1-1 System Policy and Procedure Manual provides specifics of all policies and operating procedures which are generally described in this paragraph and which are agreed to by all the parties to this Agreement. 3.2 9-1-1 P.P.S.A.P. Role The basic function of the 9-1-1 P.P.s.A.P. shall be the initial screening of the 9-1-1 calls from the public and the immediate transfer of those calls to the appropriate User Agency. "Immediate Transfer" means that the 9-1-1 caller would be put in communication with the appropriate User Agency as soon as is reasonably practicable. In the case of those calls requesting police service, the 9-1-1 operator will continue with the call and obtain all information as required by The Durham Regional Police Service. 4 f CE;S~-t\-J. ~ . . ___ ) REGIONAL MUNICIPALITY OF DURHAM ~'1 Ct-- :><1-:. 9-1-1 AGREEMENT 51 3.3 9-1-1 P.P.S.A.P. Records Durham and all User Agencies shall have free access to review tape recordings and time records of the 9-1-1 P.P.s.A.P. pertaining to any 9-1-1 situation that is deemed to be of interest to that body. The parties hereto hereby specifically consentr each with the otherr to the release of such information for the purposes of this Agreement and such consent shall operate as a specific consent to disclosure in accordance with any legislation governing the access to and release of such information. Any further dissemination of such information shall be in accordance with any requirements of the law and subject to the specific agency policy. 3.4 Alteration of Procedures The 9-1-1 P.P.S.A.P. function is subject to alteration as required by the Management Board and approved of by Durham Council or its designate. 3.5 Alteration of 9-1-1 System Policy and Procedure Manual The 9-1-1 System Policy and Procedure Manual is subject to alteration as required by the Management Board. 4.0 AUTHORITY OF THE 9-1-1 P.P.S.A.P. MANAGER 4.1 General The 9-1-1 P.P.s.A.P. Manager shall be a member of The Durham Regional Police Service and shall be ultimately responsible to the Management Board for the functioning of the 9-1-1 P.P.s.A.P. 4.2 Identity The 9-1-1jCommunications Technical Services Manager of The Durham Regional Police Service shall act as the 9-1-1 P.P.s.A.P. Manager. 4.3 Reporting Responsibility The 9-1-1 P.P.S.A.P. Manager shall report to and be responsible to the Management Board and shall be present at all Management Board meetings to respond to questions or inquiries. 4.4 Management Responsibilities The 9-1-1 P.P.S.A.P. Manager shall be responsible for the efficient operation of the 9-1-1 P.P.s.A.P. and the rapid and accurate discharge of the duties of the 9-1-1 P.P.s.A.P. operatorsr their selectionr and trainingr recommendations for change to the 9-1-1 P.P.s.A,P'r and such other duties as are assigned by the Management Board. 5 ..l~:,~..",~-,"~. 52 I REGIONAL MUNICIPALITY OF DURHAM 9-1-1 AGREEMENT ~)7""J "'. t.. I (,. ._~ . r _ ') . '" . .,..-.,~ tb. ........."'..- ....., ,.:;J~... 4.5 Compliance with Directives The 9-1-1 P.P.s.A.P. Manager shall follow Management Board directives concerning the 9-1-1 System. 4.6 Further Duties of the 9-1-1 P.P.S.A.P. Manager Any problems or questions identified by a User Agency shall be first directed to the 9-1-1 P.P.S.A.P. Manager who shall attempt to resolve the problem to User Agency satisfaction and supply the User Agency and the Management Board with an answer or with information requested within a reasonable time of the request. 5.0 INTERPRETATION 5.1 The recitals and paragraph headings form part of this Agreement. 5.2 Appendix "A" forms part of this Agreement. 5.3 The 9-1..1 System Policy and Procedure Manual is determinative, and for the purposes of this Agreement, of such matters as are contained therein but which are not otherwise addressed in the bOdy of this Agreement. 6.0 DISPUTE RESOLUTION 6.1 Administration or operational disputes between any or all of the Parties hereto concerning the 9-1-1 System or the 9-1-1 P.P.s.A.P. (excluding any such dispute arising from a claim by any person who is not a Party hereto against Durham or any User Agency or Agencies) shall be finally decided by the Council of Durham, or its delegate. 7.0 EXECUTION 7.1 This Agreement may be executed in any number of counterparts with the same effect as if all parties had signed the same document. All counterparts shall be construed together and shall constitute one and the same Agreement. 6 I '" ,"'''''7.-, ,., /",y) ') i~V / ",-t,," / I REGIONAL MUNICIPALITY OF DURHAM 9-1-1 AGREEMENT ;' ,-, .p'-') !, :,")/ C ,>It:',, 53 IN WITNESS WHEREOF, the Parties hereto have executed this Agreement under the hands of their authorized signing officers in that behalf on the date indicated. DATE: THE REGIONAL MUNICIPALITY OF DURHAM DATE: THE REGIONAL MUNICIPALITY OF DURHAM REGIONAL POLICE SERVICES BOARD DATE: THE CORPORATION OF THE TOWN OF AJAX DATE THE CORPORATION OF THE MUNICIPALITY OF CLARINGTON 7 REGfONALMUNICI~ALlTY OF bU~~:M'3r7~-C7 /:;;~~ Cf-::;+) 9-1-1 54 AGREEMENT DATE: THE CORPORATION OF THE CITY OF OSHAWA DATE: THE CORPORATION OF THE TOWN OF PICKERING DATE: THE CORPORATION OF THE TOWN OF WHITBY DATE: THE CORPORATION OF THE TOWNSHIP OF SCUGOG DATE: THE CORPORATION OF THE TOWNSHIP OF UXBRIDGE 8 i cc:....- ?7~'67 _' " L' _.) . :::7 3 (5 ~- 5' iI. REGIONAL MUNICIPALITY OF DURHAM 9-1-1 AGREEMENT DATE: THE CORPORATION OF THE TOWNSHIP OF BROCK 55 9 56 ( REGIONAL MUNICIPALITY OF DURHAM 9-1-1 AGREEMENT ~ .", 'J /' ) 1"C"'"., _ ! (. Jif- Dr ,)4- APPENDIX "A" Administration of the Durham Regional 9-1-1 Telephone System is the responsibility of a five (5) Member Management Board. Board Members are appointed as follows: REPRESENTATIVE Regional Council: Police: Fire: Ambulance: 9-1-1 P.P.5.A.P. Manager Regional Council (staff member) APPOINTED BY Regional Council (elected official) Police Chief Fire Chief's Committee Ministry of Health 9-1-1 Management Board c.E.O. Region of Durham The Chairperson will be a representative of either the Police or Fire Agencies, on a rotating basis. 10