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Home My WebLink About1998-02-23 98-115 ORDERCOUNCIL ACTION Data Febmm,2,l99g Dem No._98_115 Iten'Subject: Authorlaingthe Chiefof Policetoeign aLener of lmentm bea Public Safety Activating Paint Responsible Department; Police Department Commentary: The Maine Department of Public Snfety is gating dream implementing Eobacced 9-1-1. Bangor has requested to be a Public Safety Attracting Point (PSAP) for the purpose of being the initial emergency call taker for the City of Bangor. The attached documents show the mqulmments to be a PUP and contain a Letter of intent which must be signed by the Chief of Police and as elected official. The requirements to be a PSAP have ban mit, mwdll be and with the combining of both police and fire dispatching facilities. Department Head Budget Approval: Director Legal Approval: (�]j�� w`"' ity Solicitor Inmaduced For _Postage _First Reading _Refeml Page _of_ Asaipmd 0 CoonmTor ealdaccl February 23, 1998 CITY OF BANGOR Authorizing the Chid of Police to mise a Letter of Intent to he a Public (TITLE) Wes By the City Couwvl or 94 City of Boaster: ORDERED, TBAT The Chief of Police is authorised to sign a letter of Invent with the Maine Depunment of Public Safety in icming that the City of Bangso "undernanda the laws and Rules regarding staffing, equipment, facilities, call headliag, confidentiality, liabilities end other matters relating to the operation of a PSAP in the Maine Enhanced 9-1-1 eyatem and commit themselves to the operation of a PS" anal an Enchanted 9-1-1 system in such a manner that mens the intent of such laws and Rales." -IN CITY COUNCIL 98-115 Febreary 23, 1998 0 R 0 E R Passed Title, ITY LERR Authorizing the Clad o(Police to ............................ sip a lager of In aat to be a .............afety A................... A4a ��P((upJJblic Safety AmU^weriag Pmat 'p �edQto .......... Councilman 98-115 January 22, 1998 Chief Randy Harlman Bangor PD 35 Court Street Bangor, ME 04401 Re: Letter of Intent - PSAP Designation Dear Chief Hamman: As you may be aware, the E9-1-1 project is entering into the more critical stages of Implementation, which require a need to further clarify the degree of Commitment by your agency for participation as a PSAP (Public Safety Answering Point) in this program. The designation as a PSAP oreeres Certain responsibilities for both our agencies as defined by Maine E9-1-1 laws and administrable rules (as found in your copy of the PSAP Handbook). Our mutual Commitment to meal the minimum PSAP requirements as May relate to performance standards, administration, training, facilities and technology are essential to allowing the project to proceed to the next level of implementation. Based upon the results of a recent inspection by Bureau representatives, your agency Is considered to have met of has dearly indicated plans to Comply with all applicable laws and rules relating to operating as a PSAP within the Maine Enhanced 9-1-1 system. Accordingly, on behalf of the Emergency Services Communication Bureau, responsible for implementing Enhanced 9-1-1 services throughout Maine, please accept this Letter of Intent to designate the Bangor PD as a future PSAP. FNa Bs:awlxel99nry 1 =P974COODIA FAC.=0*7lu STATE OF MAINE DEFAMENT OF PUBLIC SAFETY EMERGENCY SERVICES COMMUNICATION BUREAU 42FATE HOUSE STATION AUGUSTA, MAINE M333Y 2 January 22, 1998 Chief Randy Harlman Bangor PD 35 Court Street Bangor, ME 04401 Re: Letter of Intent - PSAP Designation Dear Chief Hamman: As you may be aware, the E9-1-1 project is entering into the more critical stages of Implementation, which require a need to further clarify the degree of Commitment by your agency for participation as a PSAP (Public Safety Answering Point) in this program. The designation as a PSAP oreeres Certain responsibilities for both our agencies as defined by Maine E9-1-1 laws and administrable rules (as found in your copy of the PSAP Handbook). Our mutual Commitment to meal the minimum PSAP requirements as May relate to performance standards, administration, training, facilities and technology are essential to allowing the project to proceed to the next level of implementation. Based upon the results of a recent inspection by Bureau representatives, your agency Is considered to have met of has dearly indicated plans to Comply with all applicable laws and rules relating to operating as a PSAP within the Maine Enhanced 9-1-1 system. Accordingly, on behalf of the Emergency Services Communication Bureau, responsible for implementing Enhanced 9-1-1 services throughout Maine, please accept this Letter of Intent to designate the Bangor PD as a future PSAP. FNa Bs:awlxel99nry 1 =P974COODIA FAC.=0*7lu EM In mincerl with me award of the Bureau's contract for the Statewide Enhanced 9-1-1 services, Me vendor will conduct a more detailed to A site evaluation in order to Identify any necessary changes required for PSAP equipment installation. Before the installation of PSAP equipment, your agency must attend to any final site Improvements necessary to meet vendor specifications (I e, consoling power reed or grounding problems, ensuring adequacy of aladiical Power to Support both the back -room and desktop equipment, and providing a detailed flow plan showing all necessary space requirements). In return for your commitment as a PSAP, the Bureau pledges its obligations to provide far the E9-1-1 telephone network; database maintenance; PSAP equipment, to include installation, user training and ongoing maintenance; and call -taker basic training. As Hme passes and the needs of the dialing public and public safety agencies evolve, mere will undoubtedly be a need to change applicable laws and rules. The Bureau, in concert with the Enhanced 9-1-1 Council, will seek your valuable input and support along with providing for public comment. It is understood that your commitment to this Letter of Intent does not prevent you from making future attemative arrangements (e.g. consolidation agreements) for the answering of 9-1-1 calls within your jurisdiction, after appropriate discussions with the Bureau. While we contlnue our mutual plane towards your becoming a PSAP, as public officials, I encourage you to carefully evaluate the potential beneflm of intergovernmental cooperation, be it joining a regional dispatch center or other public service endeavors. Enclosed with this correspondence is a Letter of Intent, which needs to be signed by the head of your agency and an appropriate elected official on behalf of your municipality. Upon retum of Me Bureau's copy, signed and dated as required, your agency's designation as a PSAP will be official. You will then proceed to the next stage of implementation, that being Me above mentioned vendor's she evaluation. Details as to scheduling and content of this stage will be fodhooming shortly. Thank you for your efforts to date. We look forward to working with you and your colleagues on this important project. As always, please feel free to call me at any time with questions, comments or concems you might have. Sincerely, 11,4. f3LlIfO4- Stephan M. Bunker, Director Emergency Services Communications Bureau Enclosures: Letters of Intent (2) moriaamlxm lI lvn ) aullvrmrermq vox:0Nl 64.71 i6 Emegenry Servires CommuNntion Bureau, NpoNnent at Pubbc S,fety CM1a�oiee l'StanEaMg /m FataF i�n�aSf lnw do Fn an 41.1 §3. Minimum Public Safety Answering Point requirements. 1. Call answering and call transfer performance standards. A Call answering. Ninety percent of all 9-14 calls received by a PSAP shall be answered in 30 seconds or leas. B. Call haarsfer. Ninety percent of all transfers from a PSAP to dispatching centers shall be initiated within 15 accounts from receipt of call. 2 Administration. A PSAP Coordinator. Each PSAP shall designate an individual to serve as its PSAP Coordinator for all issues involving E-9-1-1 service and the Bureau. B. Call handling procedures. Each PSAP shall work with the public safety providers served by the FSAP to establish call handling procedures. Each PSAP shall review these procedures regularly with the Bureau. G Back-up arrangements. Each PSAP shall have written backup arrangements in place, for both its primary and secondary backup PSAP sites, in the event that is dispatch capability is compromised and its calls must be rerouted and handled by either one of these sites. D. 2a -hour operation and staffing. Each PSAP shall operate and have call answering staff on duty 24 hours per day, seven days per week. E, Discrepancies. Each PSAP shall constantly compare the ALI Information from the database with information supplied by the rafter to identify discrepancies- Errors shall be docuumnted and forwarded to the Bureau for correction in a manner prescribed by the Bureau. F. Seven -digit telephone numbers. Each PSAP shall maintain, at its own expense, at least one unpublished telephone number to allow for administrative purposes associated with the FEAR Each PSAP shall also maintain, at Bureau expense, one severr-digit emergency telephone number to be published in the white pages of the telephone book as a backup to dialing &1-1. This number will also be used for the receipt of incoming emergency calls transferred to the PSAP by other PSAPs for certain alternate and default routing arrangements. G. PSAP security. All access to a PSAP shall be secured to prevent entry by the public or unauthorized persons. =�a=�y.x.„..-, Cbayt an oumaUeyarhrentd PoWicsdety 98-115 bi N Data security. (1) Caller information provided during a 9-1-1 all shall be used only fm the purpose of processing an emergency call and subject to existing statutory limitations on such information. (2) The Bureau shall establish personnel security clearance standards for P9APs to protect the confidentiality of AM and AL1 data. These criteria may include (a) A. state and rational IR record check by fingerprint Identification. (b) A review of state and national arrest and fugitive files. (c) Disqualification for PSAP employment if any criminal record, employment history, or character teens so vommors. (3) The physical layout of a PSAP shall insure that no unauthorized individual is able to view AM/ALI information. L Records rubutdom All voice aqd TDD recordings of incoming 9-1-1 alis shall be retained for a minimum of 30 days. It is recommended that such materials be retained for a minimum of 60 days. 3. Training. Within 90 days of assignment, all all answering personnel shall be trained at Bureau experee in the following areas: A. Training on the proper operation of Bureau -provided PSAP equipment. B. Training on the proper handling of inroming 9-1-1 emergency calls, 4. Equipment A. Telephone equipment Each MAP shall have telephone equipment that emum system and functional contpatiblBty with the network. All telephone equipment shall have the following features (1) Barge -in capability: To allow a PSAP operator to enter a all without the original all taker having to do anything. (2) Monitoring capability: To provide for the mon toring of incoming emergency calls for supervisory and training purposes. 0 enrcrgenryxmmscammummliva 9urtau, Oepadment of Public6afety 98-115 CF dard f tablire i i.t m B. Continuous logging equipment Each PSAP shall provide and run continuously a logging recorder that will record both sides of a conversation on each incoming A1-1 call, and contemporaneously document the year, date and time of each recorded event - C Instant playback recordces. Each PSAP shall provide and run an instant playback voice recorder capable of recording the voice conversations for each answering position. 5. Facilities. A. Emergency power provision. Each PSAP shall have an emergency power generator capable of providing for the essential power requirement; of the facility to gimme continuous operation for a minimum of twenty-four hours during commercial power outages. Sufficient fuel should be available (or 12 hour; operation at ful( load, at any tivie, on two hours notice. if a ounces of supply is not reliable or readily available, m if special arrangements must be made for refueling as necessary, a supply sufficient for 24 hour operation at full load shall be maintained. (NFPA 1221) B. Uninterruptible power supply. Each PSAP shall provide uninterruptible power supply (]SPS) capability on all critical pieces of the system particularly the telephone system itself. (The Bureau shall provide LIPS on all Bureau -provided 9-1-1 equipment.) UPS equipment will ensure that emergency calls in progress and subsequent calls will not be interrupted during commerdal power fluctuations and outages. The UPS shall supply munterroptible power for a minimum of 30 minutes to allow for counsel or automatic transfer from the public service AC power to localized auxiliary AC power. 6. Standards for Computer -]inked Communication Centers. A. Computer-linked Communication Center. A Computer-linked Communication Crater (CLCC) shall receive the same caller name, number, and emergency service provider information received at the PSAP as the all is transferred from the PSAP to the CLCC. A CLCC will directly dispatch the appropriate service based on the needs of the caller. B. CLCC operating standards. (1) Training. Call answering personnel shall be trained a1 CLCC expense in the following areas: (a) Training on the proper operation of PSAP equipment purchased at CLCC expense. Eme&rvm Commouenon Bureau, Departmmt of PaS 98-115 Chapter I Stand, Na(nrEybT9y1-15Vsom ( (b) Training on the proper handling of incoming 9-1-1 emergenry.calls. (2) Data security. Each CLCC shall provide protection and confidentiality for ANI and AL1 data as described under Subsection 2, Paragraphs G and H of this section. (3) Records Retention. All voice recordings and TDD records of incoming 9-1-1 calls shall be retained for a minimum of 30 days. Itis recommended that such materials be retained for a minimum of 60 days. §d. Public Safety Answering Point sites. 1. Compliance. Public Safety Answering Point stMs shall comply with the PSAP standards set forth in Section 3, Subsections 1 through 5. 2 PSAPSites Those sites that shall serve as PSAPs, subject to final roNirmation by the Bureau, are identified as follows: • State Police RCC -Augusta •Belfast •State Police RCC -Grey • Biddeford/ Sam • State Police RCC - Houlton • Brewer •State Police RCC -Orono •Brunswick • Androscoggin County -'Auburn • Buxton • Aroostook County - Houltan • Cape Elizabeth • Cumberland County -Portland •Falmouth • Franklin County - Farmington • Freeport • Hancock County - Ellsworth • Gardiner •Kennebec County -Augmta •Gorham • Knox County - Rockland • Houlton • Lincoln County - Wisomet • Kennebunk • Oxford County - South Pans • Kennebunkport • Penobscot County - Bangor • Kiuery • Fismtaquis County-Dov.Fxaft •Lewiston/Auburn • Sagadahoc County - Bath • Lisbon • Somerset County - Skowhegan • Millmocket •Waldo County -Belfast •Naples • Washington County - Machias • Ogunquit • York County - Alfred • Old Orchard Beach • Augusta • Old Town • Bangor • Orono • Bar Harbor • Portland • Bath • Presque Isle S- a...r ... E� ...,,eo. ea Eae,S=ay • Rumfard 98-11s • Sanford • Wells • Scarborough • Westbrook • Rockland • Topsham • Rumfard • Waterville • Sanford • Wells • Scarborough • Westbrook • Skowhegan • Windham • South Berwick • Winthrop • South Portland • Yarmouth • Standish • York §5. Technology for system network, Public Safety Answering Point equipmenp and database requirements. - 1. Technology for system network The technology for the system network shell include the features of redundancy, fault toleranm, diversity of facilities to the uncommon extent practical, and other features as defined in Seciiod 2. 2 Public Safety Answering Point equipment The Bureau shag provide each PSAP with the following at no charge: A. Equipment (1) Automatic telephone number identification (ANI) display capability. (2) Automatic location identification (ALI) display capability. (3) Call detail information reporting capable of identifying, at a minimum, the callers ANI, the trunk number to like PSAP, the call taker position at the PSAP, the time the call is answered, tramferred or terminated, and the duration of the cell. (4) Call record management system. (5) Printer for call detail information. (6) 30 -minute uninterruptible power supply (UPS) an Bureau -provided equipment. (7) TDD commemorations capability with record printout B. Interface capabilities. Essential Bureau -provided equipment shall have the capability to interface with existing call lagging and instant playback recording devices. 0 Emergnxy Servicts Communication Bureau, DepanmeMo(Publie$afety ltibaperr5•ndaK.! 't sthn - - � C. Maintenance. The Bureau shall provide ongoing maintenance on all Bureau -provided equipment 1 Database requirements. The database shall be constructed to be redundant and fault tolerant and shall include safeguards to insure the security of the data. §6. Procedures for developing and maintaining- address and routing databases. 1. Address and Routing Database Development. A. Physical addresses. Each municipality participating in the &9-1.1 system shall provide the Bureau with a Est of accurate physical addresses for all published residential and business telephone subscribers and coin - telephones within its municipal boundaries. These addresses shell be linked with corresponding telephone numbers in telephone cumpandes' customer service databases. B. Master Street Address Guide. Each municipality participating in the E-9-1- 1 system shag provide the Bureau with accurate road names, number ranges, and emergency service nines (ESZ) for the purpose of creating the Master Street Address Guide (MSAG). The MSAG shall be used to route 9- 1-1 calls to the proper PSAP and display the corned ANT/ALT information 2 Address and muting database maintenance. A Municipal maintanance. After establishment of the MSAG, each municipality participating in the -E-9-1-1 system shall continue to verify the accuracy of the routing information contained in Bre MSAG and to advise the Bureau, on an as -occurred basis, of any changes in road names, the establishment of new road; changes in address numbers used on existing mads, dosing and abandonment of road; flanges in police, fire, emergency medical service or other appropriate agencies, jurisdiction over any address, annexations and other changes in municipal and county boundaries, incorporation of new rommunities or any other matter that will affect the routing of 9.1.1 calls fo the proper PSAP. B. Routing database maintenance. The Service Provider shall make every reasonable effort to update the MSAG and routing databases on a daily basis so that the number of records 'not found" shall not exceed one percent of the total number of database lookups per quarter. as 98-115 EmergmryServlm Comm ulion Borc u, Depaam.en�MPublk Safety §7. Procedures for cooperation and coordination with telephone utilities and municipalities for implementation. 1. Municipal Coordinator, E06 municipality participating in the E-9-1-1 system shall designate an individual to serve as their Municipal Coordinator for all issues involving the development and maintenance of address information for the E-9-1-1 addressing and routing databases. 2 Database maintenance. Each Municipal Coordinator shall notify the Bureau and Service Provider of any changes, deletions and additions to the MSAG an an asuccurred basis. The Service Provider shall update the WAG within 24 hours of notification by a municipality. Each municipality shall review the MSAG yearly, at a common, to ensure accuracy of the data and the emergency service zones. 3. Discrepancyreponing. Telephone companies and the Service Provider shall work with the Bureau to develop a format for FSAPs to report Inaccuracies of AU information and the intimating of 9-1-1 calls. The format shall allow for a description of the problem, appropriate corrective action or information, and proper verification by the appropriate PSAP Coordinator. 4. Trouble reporting. Eadi PSAP call taker shall fill out a trouble report when a call is found to have erroneous database information. The information shalt be forwarded through the PSAP Coordinator to the Bureau, the Service Provider, and the telephone compardes in a frozen established by the Bureau. STATUTORY AUTHORITY: 25 MRSA § 2926 EFFECTIVE DATE: Ninety (90) days after adjournment of the Second Regular Session of the 117th Legislature. BASIS STATEMENT These standards were adopted to define the technical specifications and procedures necessary to establish a statewide Enhanced 9-1-1 system With these adopted standards, the Emergency Services Communication Bureau will be able to continue with system planning and development and to work towards its goal of implementing statewide service in late 1992. -11- 98-115 STATE OF MAINE DEPARTMENT OF PWIx SATETV EMERGENCY SERVICES COMMUNICATION BUREAU <] STATE HOUSE STATION AUGUSTA, MAINE "333ip<1 ANN$ AN JR IT ML MAOON� AMMAN M WINES DVECrM LETTER OF INTENT PUBLIC SAFETY ANSWERING POINT (PSAP) DESIGNATION Site: Bangor PD The parties below hereby certify that they have read and fully understand the Laws and Rules regarding staffing, equipment, facilities, call handling, confidentiality, liabilities and other matters relating to the operation Of a PSAP in the Maine Enhanced 9-1-1 system and commit themselves to the Operation of a PSAP and an Enhanced 9-1-1 system in Such a manner that meets the intent of such Laws and Rules. 1/4. 3O k, Stephan M Bunker, ESCB Director Agency Head (Printed) Agency Head (Signature) Agency Name fl, Of Data Elected Official (Printed) Elected Official (Signature) (Realm creaPy to Bureau, retain ONerkre9enty files) PROSE: RYOUP-'NII IVaial (M117' 71rmm rN:(N/)6t4]11! STATEOFMAINE 98-115 DroARTh@M OF PUBLIC SAFM EMERGENCY SERVICES COMMUNICATION BUREAU 43 STATE HOUSE STATION AUGUSTA,MAINE 043]3-00M vuecwv ii.col. waWwoav hKXcR LETTER OF INTENT PUBLIC SAFETY ANSWERING POINT (PSAP) DESIGNATION Site: Bangor PD The paries below hereby ceriy that they have read and fully understand the Laws and Rules regarding staffing, equipment, facilities, call handling, confidentiality, liabilities and other matters relating to the operation of a PSAP in the Maine Enhanced 9-1-1 system and commit themselves to the operation of a PSAP and an Enhanced 9-1-1 system in such a manner Mat meets the intent of such laws and Rules. ,P4. 7"J� Stephan M Bunker, ESCB Director Agency Head (Printed) Agency Head (Signature) Agency Name rA�/sr Data Elected Official (Printed) Elected Official (Signature) Date (Rehm one copy to Bureau, retain other for agency files) PBONIS 0031381 So 1(V ix) R(p2974V8mo) PAX pIhI .7118