Appendix B Florida Emergency Communications Number E911 State Plan State of Florida E911 System Certification Checklist

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1 Appendix B Emergency Communications Number E911 State Plan State of E911 System Certification Checklist County City Agency Population DMS Representative PSAP Representative Phone Number Date County Representative Phone Number 1 2 Systems meets the county E911 plan and all public safety agencies, i.e., law enforcement, fire protection, emergency medical, and rescue agencies, within the boundaries of the PSAPs jurisdiction, shall be included in the E911 system. Review County 911 Plan A sufficient number of incoming 911 lines shall be provided between the telephone company and E911 PSAP to supply a P.01 grade of service or better (one busy in 100 attempts during the average busy hour). At least 2 lines must be in place for wireline calls from each central office (CO) or IP network connections. Review PSAP circuits and MIS Data (1) 6.005(1)(d) MIS Reports on 911 calls, service types and call answering times, one months analysis. 3 Enough call taker positions shall be provided such that a minimum of 90 percent of the calls shall be answered within 10 seconds (20 seconds for TTY). Review PSAP MIS Data (1)(b) MIS Reports on 911 calls and TTY 911 calls, answering times on one month's analysis. Revision Date: 12/1/2015 E911 Certification Checklist Page 1 of 9

2 Each answering position shall have access to all incoming 911 lines and any out-going lines used for E911 operations. Visual The 911 operator shall receive both audible and visual indications of the incoming 911 call. Visual and audible The PSAP shall have dedicated non-published emergency lines for transferred calls, third party calls or for connecting the operator with the E911 call center. Each E911 primary PSAP shall operate 24 hours a day, seven days a week. Coordinator provided information, visual The caller must never be permitted to talk with more than two people, i.e., there must be no inherent (or planned) double transfers of a call. Review County 911 Plan and transfer procedures. The only published emergency number shall be 911. Coordinator provided information, visual 6.005(3)(b) 6.005(3)(b) 6.005(3)(c) 6.005(1)(a) 6.005(5)(b) Subsection (2) Revision Date: 12/1/2015 E911 Certification Checklist Page 2 of 9

3 In a given PSAP, all call taker positions shall be similarly equipped with ANI, ALI, call answering equipment, etc., as designated in the county E911 plan. All 911 circuit facilities serving the E911 call center shall be protected to guard against accidental contact or tampering. Visual Each 911 call taker shall have the primary responsibility to answer 911 calls. Each call taker shall have the ability to transfer calls to other public safety agencies outside the PSAP s jurisdiction. Trouble reporting numbers used to report all E911 vendor equipment or circuit failures shall be available and readily displayed in the PSAP (2)(a) 6.005(6)(e) 6.005(3)(a) 6.005(3)(c) 6.005(8)(d) Trouble reporting numbers Revision Date: 12/1/2015 E911 Certification Checklist Page 3 of 9

4 Call takers complete a Trouble Report/Inquiry Form for every 911 call that experienced problems (ANI failures, database errors, etc.). Each answering position shall be equipped with a Teletypewriter or functional equivalent TTY for receiving 911 calls. Each call taker position shall be equipped with instant recording playback capability. The PSAP shall have a logging recording equipment equipped to record all E911 voice communications, including the date and time of each call. The E911 PSAP shall have standby emergency electrical power capability for use in the event of commercial power failure (5)(c) 6.005(3)(d) 6.005(2)(f) 6.005(2)(e) 6.005(2)(h) Trouble Report/Inquiry Form Revision Date: 12/1/2015 E911 Certification Checklist Page 4 of 9

5 The E911 PSAP shall have sufficient building security to minimize the possibility of intentional disruption of operations. Visual Can PSAP operations and systems be observed from unsecured areas? Visual Are doors secured? Are PSAP personnel areas secured from public access? Visual Maintenance and Testing methods scheduled and provided. Review SOPs, verify TTY call testing (6)(a) 6.005(6)(b) 6.005(6)(d) 6.005(8) Updated PSAP 911 Standard Operating Procedures and MIS reports. 24 Call takers are proficient with Phase I and II (3)(a) 25 Call takers are proficient with VoIP calls (3)(a) Revision Date: 12/1/2015 E911 Certification Checklist Page 5 of 9

6 A Do call takers have ready access to updated policy and procedure manuals? Call taker provided information, review PSAP SOPs, visual. Do call takers know what to do in the event of an equipment emergency, such as a phone failure? MIS is operational and reporting call details. Alarm circuits or auto dialers not routed to the E911 system Coordinator provided information, visual Review PSAP SOPs, visual. County System Plans County E911 Plan Review MIS system and reports Is there a call taker training program? Review County 911 Plan 6.005(1)(g) 6.005(3)(a) 6.005(2)(b) 6.005(7) Section (9) 6.002(1) Standard Operating Procedure Manual MIS Reports on 911 calls, service types and call answering times, one month's analysis. Updated PSAP 911 Standard Operating Procedures Revision Date: 12/1/2015 E911 Certification Checklist Page 6 of 9

7 B C System PSAP serving area and their central office and overlap areas Review County 911 Plan System network functional diagram showing the emergency call routing. Review County 911 Plan network drawing (1)(f) 6.002(1)(g) County 911 Plan overlap and ESN map County 911 Plan network drawing D E911 Emergency Operations Plan Review County E911 Emergency Operations Plan Operational Information Questions How many call takers are usually on duty? What is the total number of call takers? What is the total number of call taker positions? What is the total number of supervisors? Is there administrative/technical support? Call takers other duties? Administrative lines Dispatch/Radio NCIC/FCIC 911 Circuit, Trunks and Line Information Questions Network circuits Wireless trunks Wireless trunks Administrative lines Number of non-published lines Diverse routing Auto dialers 6.005(4)(b) E911 Emergency Operations Plan Information Information Revision Date: 12/1/2015 E911 Certification Checklist Page 7 of 9

8 PSAP Equipment Information Review County 911 Plan, visual. Emergency backup systems Call Detail Printer (Logging) Type Operational Mapping Generator Type Size (KWH or KVA) Equipment Covered Reserve Test Procedures UPS Type Size (KWH or KVA) Equipment Covered Reserve Test Procedures Logging Recording Equipment Channels Capacity System media Does CAD exist? Mapping? What kind of radio system? Questions Customer Premises Equipment (CPE) ANI/ALI 911 call processing and call answering Lightning protection Fire protection Grounding Integrity 6.005(2)(h) 6.005(2)(g) 6.005(2)(a) 6.005(2)(e) 6.005(2)(c) 6.005(2)(j) 6.005(2)(k) 6.005(2)(i) Information Revision Date: 12/1/2015 E911 Certification Checklist Page 8 of 9

9 PSAP Standard Operating Procedures Information Questions Policies and procedures, including Training Language Translation Services ADA Wireless E911 Trouble reporting (incorrect ALI, equipment failure, etc.) VoIP E911 Emergency/equipment failure procedures Call re-routing procedures Information Are pre-arrival instructions given? Emergency Medical Protocols Emergency Fire Protocols Emergency Law Enforcement Protocols Revision Date: 12/1/2015 E911 Certification Checklist Page 9 of 9