HomeMy WebLinkAboutOES 37-07
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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
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REGIONAL MUNICIPALITY
OF DURHAM
E 9-1-1 P.E.R.S.
TELEPHONE SYSTEM
POLICY AND PROCEDURE
MANUAL
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E9-1-1 P.E.R.S. POLICY AND PROCEDURES MANUAL
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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~
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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
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Glossary Of Definitions
REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES
J ()ES3? -07
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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
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SYSTEM OVERVIEW
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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
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REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES
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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
~
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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
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GOALS, OBJECTIVES, POLICIES
REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES
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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
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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
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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
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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
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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
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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
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REGION OF DURHAM E9-1-1 P.E.R.S. poliC'f{s~A~D PROCEDURES
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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
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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
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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
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~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.
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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
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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
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2 2 REGION OF DURHAM E9-1-1 P.E.R.5. POLICIES AND PROCEDURES
:." 11 J) ..j7
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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
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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
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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
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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.
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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
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REGION OF DURHAM E9-1-1 P.E.R.S. POLICIES AND PROCEDURES
RINGBACK ACTIVATION FOR ALL EMERGENCY AGENCIES
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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42
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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
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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
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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
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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
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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
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48
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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
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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
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52
I
REGIONAL MUNICIPALITY OF DURHAM
9-1-1
AGREEMENT
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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
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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
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:::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
~
.",
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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