9-1-1 Technical Advisory Committee
Agenda
Date: Wednesday, October 07, 2015 Time: 10:00 AM
Location: Civic Centre, 360 Fairview Ave, W, Essex, ON, N8M 1Y6 Committee Room D
1. Call to Order
2. Disclosure of Pecuniary Interest
3. Approval of the Minutes of the April 8, 2015 9-1-1 Technical Advisory Committee (attached)
4. Unfinished Business
A) 9-1-1 O.P.P. PPSAP Report – O.P.P. representative (months of March - June 2015 attached)
B) 9-1-1 Policy Manual and Contact Lists Update – All Committee Members (attached – Updated September 2015)
C) Update on Public Alerting, Community Emergency Notification Systems, and Public Safety Radio Systems Project – Phil Berthiaume
D) Update on Municipal 9-1-1 Addressing and Error Reports – Phil Berthiaume
5. New Business
A) Review of Report on OPP CERB Contract Renewal (report to be issued prior to meeting) – Phil Berthiaume
Corporation of the County of Essex, 360 Fairview Avenue West, Essex, ON N8M 1Y6 Phone: 519-776-6441 1 of 41 Website: www.countyofessex.on.ca 9-1-1 Technical Advisory Committee Page 2 of 2 October 7, 2015
6. Communications
A) Bell Canada 9-1-1 Focus Team Updates, Bulletins and Call Taker Procedures – Phil Berthiaume
7. Round Table Update – All Committee Members
8. Next Meeting
Date and location to be confirmed
9. Adjournment
2 of 41
9-1-1 Technical Advisory Committee Minutes
(also available at County of Essex website)
Wednesday, April 8, 2015 Room “D” Essex County Civic Centre, Essex, Ontario 10 AM
1. Members Present
Larry Breen, Manager, Bell 9-1-1 Al Fazio (Chair) Shawn Wolkowski, Manager, Windsor CACC (via teleconference) Niels Kristensen, Windsor CACC (via teleconference) Belinda Turton, Windsor CACC (via teleconference) Lori Powers, Director, Emergency 9-1-1 Centre, Windsor Police Service Mike Menard, Windsor Fire Rob Bearss, OPP, London (via teleconference) Cathy Spence, OPP London (via teleconference) Dan Metcalfe, Essex-Windsor Emergency Medical Services Dave Pettypiece, LaSalle Police Chuck Scanlan, LaSalle Police
Also Present:
Phil Berthiaume, Emergency Management Coordinator Sue White, County of Essex
2. Call to Order
3. Disclosure of Pecuniary Interest
There was no disclosure of pecuniary interest.
3 of 41 9-1-1 Technical Advisory Committee Minutes Page 2 of 6 April 8, 2015
4. Minutes of the November 12, 2015 9-1-1 Technical Advisory Committee meeting
1-15 Moved by Phil Berthiaume Seconded Mike Menard THAT the minutes of the 9-1-1 Technical Advisory Committee meeting held on Thursday, November 12, 2015 be adopted. Carried
5. Unfinished Business
A) 9-1-1 O.P.P. PPSAP Report – O.P.P. Representative (months of November 2014 to February 2015)
The Committee members reviewed the 9-1-1 O.P.P. PPSAP reports for the months of November 2014 to February 2015. It was noted that there were no anomalies in the reports.
B) 9-1-1 Policy Manual and Contact Lists Update
Mr. Fazio asked that his home email be added ([email protected]).
C) Update on Public Alerting, Community Emergency Notification Systems and Public Safety Radio Systems
Mr. Berthiaume introduced Dan Metcalfe from Essex- Windsor Emergency Medical Services (EMS) who would be working with him over the next 3 months. Mr. Metcalfe will be assisting in the training exercises in the summer months and other projects. Mr. Berthiaume also noted that a basic emergency management course would be conducted out of the Town of Lakeshore and an Incident Management Supervisor course would also be held in June.
Mr. Berthiaume also advised that the Reverse 9-1-1 system is still available to municipalities but the County no longer has a contract with the vendor. He noted that a working group composed of municipalities and the City of Windsor has been set up to investigate opportunities for an alerting and notification system either at the municipal or regional level. A request for proposals would be developed and it was hoped that a decision could be made for the
4 of 41 9-1-1 Technical Advisory Committee Minutes Page 3 of 6 April 8, 2015
5. Unfinished Business (Continued…)
2016 budget year. The first meeting of the committee will take place on April 22, 2015.
The Wayne County Cross Border Interoperability project will be mostly completed by the end of May 2015. Mr. Berthiaume noted that the amplifiers/repeaters in the Detroit/Windsor tunnel were the last piece of equipment required. Members of the project committee will be meeting next week in Wayne County to go over the updates as well as confirmation of an exercise for the staff and test the equipment that is in place in May or June of this year.
D) Update on Municipal 9-1-1 Addressing and Error Reports
Mr. Breen presented the Municipal 9-1-1 Addressing and Error Report Summary comparing January 2010 up to April 2015. He noted that there was a total of 0.01% error rate and that only 3 municipalities had error reports which should be examined further.
2-15 Moved by Mr. Berthiaume Seconded by Mr. Menard That items A) through D) under Section 5 – Unfinished Business be received for information. Carried
6. New Business
A) Report and Update on March 6/7 County-wide 9-1-1 Disruptions
Mr. Berthiuame reported that the problems with the 9-1-1 service experienced on March 6 and 7, 2015 was not a complete cut in service but a disruption in service. All indications were that the intermittent failures of the affected OC48 junction were only sufficient enough to delay the 9-1-1 calls and switching from the Essex- Windsor area to the OPP North Bay answering point. If the system had totally been down, the switchovers would have “kicked in” and the appropriate technical warnings would have been received. Immediate repairs were undertaken and all indications are that the OPP North Bay PSAP switch
5 of 41 9-1-1 Technical Advisory Committee Minutes Page 4 of 6 April 8, 2015
6. New Business (Continued…)
to the IP network in the coming months should eliminate this problem from occurring.
Mr. Berthiaume also advised that the problem was detected by the dispatch centres who thought there seemed to be a smaller number of calls than usual. Once it was determined there was a problem, social media was used to advise people of the situation and the backup plan was implemented.
Mr. Breen also advised that with the introduction of the new IPVPN network, problems such as these will be more easily identified. He noted that with the new system, all unanswered calls will be delivered to the PSAP’s CAD system. He suggested that in the future, if there are any questions on how the system is performing, a call should be made to SMC. Mr. Wolkowski noted that SMC had been contacted but they kept advising that they go to their back-up lines which did not assist them. Mr. Breen stated that in the future, if there are any problems with SMC, they should contact him immediately.
B) Launch of O.P.P. PSAP Text
Mr. Bearss advised that training had been completed with the Communication Centres for 9-1-1 Text and that the targeted launch date was April 15, 2015 in the County. Mr. Berthiaume stated that he would contact Mike Charles regarding public awareness and advertising going forward.
Ms. Powers advised that they had used Social Media and other advertising to let people who were deaf or hard of hearing know about the 9-1-1 Text service. An evening was held where people could register their phones. In addition, they contacted the Canadian Hearing Society and the Windsor Hearing Society. To date, not one 9-1-1 Text call has been received. She noted that people did not seem to be registering their phones.
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6. New Business (Continued…)
Mr. Breen advised that any communities that are registered for the 9-1-1 Text capability would be listed on the Text with 9-1-1 website.
7. Communications
A) Bell Canada 9-1-1 Focus Team Updates, Bulletins and Call Taker Procedures – Phil Berthiaume
a) Planned Launch of OPP Text with 9-1-1 Service dated March 10, 2015 (attached)
OPP advance notice of the planned launch of Text with 9-1-1 (T9-1-1) service at five Provincial Communications Centres for Wednesday, April 15, 2015.
b) Bulletin 149 – T9-1-1 PSAP to PSAP Feature (attached)
The T9-1-1 PSAP to PSAP transfer feature will be made available to all PSAPs on December 8, 2014. This feature will allow a PSAP to transfer a T9-1-1 session internally within a PSAP to different positions or between two T9-1-1 enabled PSAPs.
c) Bulletin 150 – AQSPlusP Version 2 (attached)
New version of the AQSPlusP application is now available for download on the Bell 9-1-1 Flex Portal.
d) Bulletin 151 - 911 Contact Chart for Voice and Data Providers (attached)
Introduction of new 911 Contact Chart has recently gone through an evolution. This can be accessed in the 9-1-1 Flex Portal.
7 of 41 9-1-1 Technical Advisory Committee Minutes Page 6 of 6 April 8, 2015
8. Round Table Updates
A) Pelee Island
Committee members were advised that the 9-1-1 outage that was experienced on Pelee Island on April 2, 2015 was storm related and that the service was out for 2 hours and 39 minutes and isolated to the Pelee community. Mr. Breen noted that people on the island could call each other but could not call anyone off the island.
B) Emergency 9-1-1, Windsor Police
Ms. Powers noted that they had updated to the IPPN system and to date, there were no issues.
9. Next Meeting Date
It was agreed that the next meeting date would be Wednesday, September 30, 2015 at 10 am in the Essex County Civic Centre.
10. Adjournment
On motion of Mike Menard and Phil Berthiaume the meeting adjourned at 10:36 AM.
8 of 41 9 of 41 Services 9-1-1
Emergency Agency Information Update
Bulletin #149 - T9-1-1 PSAP-to-PSAP Transfer Feature
T9-1-1 PSAP-to-PSAP Transfer Feature
The T9-1-1 PSAP-to-PSAP transfer feature will be made available to all PSAPs on December 8 2014. This feature will allow a PSAP to transfer a T9-1-1 session internally within a PSAP to different positions or between two T9-1-1 enabled PSAPs. This includes transfers between PSAPs located outside of Bell 9-1-1 serving areas (e.g. Toronto PSAP to Calgary PSAP).
Please note that this new feature will initially only be available for PSAPs accessing the TEXTBLUE application via the browser. This feature is not currently supported via API. The API support of this feature will be made available in 2015.
Documentation
Please note that an updated version of the TEXTBLUE SMS T9-1-1 User’s Guide that reflects the T9-1-1 PSAP-to-PSAP transfer feature is now available.
Please visit the 9-1-1 Flex Portal to download the latest version of T9-1-1 documentation. http://911flex.bell.ca
Please see Bulletins #126, #133, #138 and #148 for more information on the T9-1-1 service.
Contact
For further information please contact your 9-1-1 Service Manager.
______Bulletin #149 ISSUED BY THE BELL 9-1-1 FOCUS TEAM 2014-12-05 Page 1 of 1 This Ontario 9-1-1 Emergency Agency Information Update (“Information Update”) is confidential and is intended for the exclusive use of the addressee. Any unauthorized disclosure of this Information Update constitutes a violation of the confidentiality provisions contained in the 9-1-1 PERS Agreement between Bell Canada and the relevant Municipality. Any other person is strictly prohibited from disclosing, distributing or reproducing the Information Update. If you have received this Information Update in error, please notify the originator immediately. The official version on the document can be found on Bell 9-1-1 Services web page at http://911flex.bell.ca
10 of 41 Services 9-1-1
Emergency Agency Information Update
Bulletin #150 – AQSPlusP v2
AQSPlusP version 2
This bulletin is to advise PSAPs that a new version of the AQSPlusP application is now available for download on the Bell 9-1-1 Flex Portal.
Version 2 of AQSPlusP provides a browser-based user interface (UI). This UI allows users to see data associated with answered and abandoned calls and search through past transactions stored in the local database. Please refer to the AQSPlusP User’s Guide for assistance on how to utilize the application. The software is configured through a few XML files. The configuration is explained in the AQSPlusP Configuration Manual.
Version 2 also introduces the ability to do In-Call Location Update (ICLU) and Reverse ALI queries from the UI. These query capabilities are not available in the base software but must be licensed separately from PSG.
For further details on this software, please refer to PSAP Bulletin #146, the Configuration Manual and User’s Guide.
Download
AQSPlusP software and the supporting documentation are now available for download on the Bell 9-1-1 Flex Portal in the PSAP section.
PSAPs are not required to use this software and may engage any other vendor or develop their own in-house solution supporting BID0013 v16 requirements.
As communicated in 2010, 2011, 2012 and 2013, the current 9-1-1 data network will be decommissioned in 2015.
If you have any further questions, please contact your 9-1-1 Service Manager.
______Bulletin #150 ISSUED BY THE BELL 9-1-1 FOCUS TEAM 2015-01-28 Page 1 of 1 This Ontario 9-1-1 Emergency Agency Information Update (“Information Update”) is confidential and is intended for the exclusive use of the addressee. Any unauthorized disclosure of this Information Update constitutes a violation of the confidentiality provisions contained in the 9-1-1 PERS Agreement between Bell Canada and the relevant Municipality. Any other person is strictly prohibited from disclosing, distributing or reproducing the Information Update. If you have received this Information Update in error, please notify the originator immediately. The official version on the document can be found on Bell 9-1-1 Services web page at http://911flex.bell.ca
11 of 41 Services 9-1-1
Emergency Agency Information Update
Bulletin #151 – 911 Contact Chart for Voice and Data Providers
911 Contact Chart for Voice and Data Providers
The 911 Contact Chart has recently gone through an evolution. The changes are outlined below in point format. Please ensure to visit the 9-1-1 Flex Portal to obtain the most recent version of the 911 Contact Chart. Please let your Service Manager know if you need access credentials for the Portal.
Changes to the Chart
From PDF to Excel format Chart will now contain both Ontario & Quebec contacts Ontario Independent Telephone Companies will now be included on the Chart E-mail notifications of changes will no longer be sent. The most recent version will always be posted on the 9-1-1 Flex Portal. It will be the PSAP’s responsibility to obtain the most up to date information from the Portal. The Chart will now contain a column indicating the date of the change
Contacts
To request access to the 9-1-1 FLEX Portal or any other questions, please contact your Bell 9-1-1 Service Manager.
______Bulletin #151 ISSUED BY THE BELL 9-1-1 FOCUS TEAM 2015-02-20 Page 1 of 1 This Ontario 9-1-1 Emergency Agency Information Update (“Information Update”) is confidential and is intended for the exclusive use of the addressee. Any unauthorized disclosure of this Information Update constitutes a violation of the confidentiality provisions contained in the 9-1-1 PERS Agreement between Bell Canada and the relevant Municipality. Any other person is strictly prohibited from disclosing, distributing or reproducing the Information Update. If you have received this Information Update in error, please notify the originator immediately. The official version on the document can be found on Bell 9-1-1 Services web page at http://911flex.bell.ca
12 of 41 PROVINCIAL COMMUNICATIONS AND APPLICATIONS SUPPORT Communications and Technology Services Bureau File Ref.: 535-20
777 Memorial Ave. 777, ave Memorial Orillia, ON L3V 7V3 Orillia (ON) L3V 7V3 Tel: (705) 329-7600 Fax: (705) 329-6230
PCC CERB Queue Call Volume and Service Level NOTE: The Information In This Report Is PCC North Bay As A Whole, Not For Individual Contract Location
13 of 41 PROVINCIAL COMMUNICATIONS AND APPLICATIONS SUPPORT Communications and Technology Services Bureau File Ref.: 535-20
777 Memorial Ave. 777, ave Memorial Orillia, ON L3V 7V3 Orillia (ON) L3V 7V3 Tel: (705) 329-7600 Fax: (705) 329-6230
PCC CERB Queue Call Volume and Service Level NOTE: The Information In This Report Is PCC North Bay As A Whole, Not For Individual Contract Location
14 of 41 PROVINCIAL COMMUNICATIONS AND APPLICATIONS SUPPORT Communications and Technology Services Bureau File Ref.: 535-20
777 Memorial Ave. 777, ave Memorial Orillia, ON L3V 7V3 Orillia (ON) L3V 7V3 Tel: (705) 329-7600 Fax: (705) 329-6230
PCC CERB Queue Call Volume and Service Level NOTE: The Information In This Report Is PCC North Bay As A Whole, Not For Individual Contract Location
15 of 41 PROVINCIAL COMMUNICATIONS AND APPLICATIONS SUPPORT Communications and Technology Services Bureau File Ref.: 535-20
777 Memorial Ave. 777, ave Memorial Orillia, ON L3V 7V3 Orillia (ON) L3V 7V3 Tel: (705) 329-7600 Fax: (705) 329-6230
PCC CERB Queue Call Volume and Service Level NOTE: The Information In This Report Is PCC North Bay As A Whole, Not For Individual Contract Location
16 of 41
County of Essex / City of Windsor
9-1-1
EMERGENCY TELEPHONE SYSTEM
POLICY MANUAL
Amended February 13, 2014
17 of 41
18 of 41 TABLE OF CONTENTS
Section Page
Forward ...... 1 1 Management of the System ...... 2
2 Policy Manual 2.1 Purpose ...... 2 2.2 General ...... 2
3 Windsor-Essex County 9-1-1-Technical Advisory Committee (T.A.C.) ..... 3 3.1 Purpose ...... 3 3.2 Responsibilities ...... 3
4 Primary Public Safety Answering Point (PPSAP) ...... 4 4.1 Purpose ...... 4 4.2 Responsibilities ...... 4 Answering Procedures ...... 5
5 Primary (Dispatch) Agencies ...... 6 5.1 Purpose ...... 6 5.2 Definition ...... 6 5.3 Responsibilities ...... 6
6 Goals, Objectives and Policies – General ...... 7 6.A. Goals ...... 7 6.B. Objectives ...... 7 6.C. Policies ...... 7 6.C.19 Complaints Procedure (in house) ...... 9 6.C.20 Public Complaint Procedure ...... 10 6.C.20 Cellular Phones ...... 10
Appendix A 9-1-1 System Hierarchy (Organization Chart) ...... 11
Appendix B Remote Agency Dispatch Centres Police, Fire, Ambulance ...... 12 - 13
Appendix C Incident Resolutions Form ...... 14 - 16 “What Happens When I Dial 9-1-1?” ...... 17
Appendix D Glossary of Terms ...... 18
Appendix E Procedures to Acquire Audio Recordings ...... 19
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20 of 41 COUNTY OF ESSEX / CITY OF WINDSOR
9-1-1 EMERGENCY TELEPHONE SYSTEM
POLICY MANUAL
FORWARD
This manual contains information required by participants dealing with the City of Windsor and Essex County 9-1-1 PERS (Public Emergency Reporting System)
For the purpose of this Policy Manual, when the County of Essex is referred to it shall be meant to include the Township of Pelee in addition to the municipalities within the County’s jurisdiction.
The manual is reviewed, updated and published by the Windsor-Essex County 9-1-1 Technical Advisory Committee.
The Windsor-Essex County 9-1-1 PERS provides the public with access to a PPSAP (PRIMARY PUBLIC SAFETY ANSWERING POINT) with the capability of quickly transferring and conferencing calls to the appropriate REMOTE AGENCY.
This System provides an "Enhanced" 9-1-1 service to the residents of Windsor and Essex County. "Enhanced" 9-1-1 makes it possible to display the 9-1-1 caller's name, address and telephone number to a CALL TAKER at the PPSAP. This information is automatically transferred with the call to a dispatcher at a REMOTE AGENCY using SELECTIVE ROUTING DATABASE TECHNOLOGY.
The System is funded by the City of Windsor and the County of Essex and is operated and maintained by Bell Canada.
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21 of 41 1. MANAGEMENT OF THE SYSTEM
The 9-1-1 System shall be administered and managed by City and County Councils through the Windsor-Essex 9-1-1 Technical Advisory Committee.
2. POLICY MANUAL
2.1 Purpose
To describe the Terms of Reference covering the organization, maintenance, distribution and authorization of the 9-1-1 Policy Manual.
2.2 General
a. 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.
b. The Manual is reviewed, updated and published by the City/County Liaison Committee from information supplied by the 9-1-1 T.A.C.
c. The Section dealing with Bell Operating features and instructions is supplied by Bell Canada.
d. All procedures issued for this Manual must be approved by the City and County Councils upon recommendation of the City/County Liaison Committee.
e. You are urged to contribute ideas and suggestions for improvement to the manual by forwarding documentation to the 9-1-1 Technical Advisory Committee.
f. The Manual will be distributed, along with updates, to the agencies listed in Appendix A.
g. A written acknowledgement will be required for receipt of the manual and also receipt of periodic updates.
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22 of 41 3. WINDSOR-ESSEX COUNTY 9-1-1 TECHNICAL ADVISORY COMMITTEE
3.1 Purpose
The Committee reviews and evaluates the operation of the Windsor-Essex County 9-1-1 PERS, and PPSAP(s). As a result of these reviews, the Committee can recommend changes in procedures to the affected agencies.
3.2 Responsibilities
The responsibilities of the Windsor-Essex County 9-1-1 Technical Advisory Committee are as follows:
a) To meet on a regular basis and hold special meetings as required.
b) To undertake an evaluation of the complete Windsor-Essex County 9-1-1 PERS after the first three (3), six (6), and twelve (12) months of operation, and thereafter on an annual basis.
c) To submit all Committee minutes and evaluation reports to the Windsor-Essex County Liaison Committee.
d) To conduct an annual review of this manual and to update and circulate the manual to all of its members, as required.
e) To review and consult annually on operations manuals of the PPSAP, and REMOTE AGENCIES as they relate to the Windsor-Essex County 9-1-1 PERS.
f) To review and approve all requests for use of the Windsor-Essex County 9-1-1 logo and literature.
g) To review and mediate all unresolved complaints between the PPSAP and REMOTE AGENCIES with the intent to negotiate a solution.
h) To review all unresolved complaints received from the public with the intent to seek resolution.
i) Media, public inquiries and policy questions will be handled by the Chairperson of the Windsor-Essex County 9-1-1 Technical Advisory Committee.
j) To ensure that each Remote Agency provides to the 9-1-1 T.A.C. a copy of their Operational Manual as requested by the 9-1-1 T.A.C. In the absence of a Remote Agency submitting an operational policy manual, the City of Windsor/County of Essex 9-1-1 Policy Manual will take effect.
k) Assist in special projects as assigned by City and County Council.
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23 of 41 4. PRIMARY PUBLIC SAFETY ANSWERING POINT
4.1 Purpose
To provide a 24 hours per day, 365 days per year 9-1-1 emergency telephone call answering and transfer service for the Windsor-Essex County 9-1-1 PERS.
4.2 Responsibilities
The responsibilities of the Windsor and Essex County PPSAP's are as follows:
a) To provide terminal equipment which permits the utilization of "ANI", "ALI", "SELECTIVE ROUTING DATABASE" and transfer, "CALL CONTROL", and "TDD" features.
b) To answer all 9-1-1 calls in a manner that meets the quality standards as set out in accordance with the North American standard of two (2) rings.
c) To operate on a 24 hour per day, 365 days per year basis.
d) To ensure that CALL TAKERS (DISPATCHERS) answer all 9-1-1 calls in accordance with the answering procedures described in Section 5 of this manual.
e) To log and tape all 9-1-1 calls. Tape recordings will be retained for a minimum of 90 days. Access to such tapes will be in accordance with the Procedures to Acquire Audio Tape Recordings contained in Appendix E of this manual.
f) To monitor and report on its performance to the Windsor-Essex County 9-1-1 Technical Advisory Committee as requested with particular regard to A.C.D. QUEUING.
g) To report and record any malfunction of the 9-1-1 system to the Bell "9-1-1 Help Desk".
h) To document compliments/complaints and suggestions for forwarding to the Windsor-Essex County 9-1-1 Technical Advisory Committee.
i) To ensure that CALL TAKERS (DISPATCHERS) receive and transfer incoming emergency calls to the appropriate REMOTE AGENCY in accordance with the training and operating requirements of the PPSAP as established by the Windsor-Essex County 9-1-1 Technical Advisory Committee.
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24 of 41 ANSWERING PROCEDURES
9-1-1 PRIMARY PUBLIC SAFETY ANSWERING POINT (PPSAP)
Answer with: "9-1-1 do you need Police-Fire-Ambulance?"
Determine agency required and only confirm caller location if no ALI/ANI display
Do not question further
Conference immediately and confirm connection
Clear line - Disconnect
Police Fire Ambulance
Accept and Accept and Accept and process call as per process call as per process call as per approved approved approved procedure procedure procedure
Note: It is the responsibility of the primary remote agency that receives the 9-1-1 call to ensure all necessary additional agencies required are notified.
Do not assume that the 9-1-1 PPSAP has called anyone.
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25 of 41 5. PRIMARY (DISPATCH) AGENCIES
5.1 Purpose
To dispatch calls received from the PPSAP to the correct emergency service provider.
5.2 Definition
The Primary Remote Agency is the Police, Fire or Ambulance Dispatch Centre to which the caller will be connected
5.3 Responsibilities
a) To answer 9-1-1 calls promptly.
b) To give 9-1-1 calls priority over all other calls.
c) To ascertain that the call has been correctly directed to your agency.
d) If the call is incorrectly directed and the PPSAP Call Taker is no longer on the line, to relay the call to the correct Primary Remote Agency as quickly as possible.
e) To determine if other Agencies should be involved and advise them of the emergency as is practicable.
f) To use the Ring Back Procedure, where necessary.
g) To request a Trace, where necessary.
h) To advise Bell 9-1-1 Repair immediately, regarding equipment breakdown or trouble with the 9-1-1 system.
i) To request tape replaying from Communication/PPSAP in situations where necessary and warranted.
j) To document compliments/complaints and suggestions for forwarding to the Chairperson of the Windsor Essex 9-1-1 T.A.C., the City of Windsor Clerk or the County of Essex Clerk.
k) To ensure that any automatic dialling/message recording equipment not be connected to the 9-1-1 System.
l) To maintain statistics and prepare reports according to City and County Council directives.
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26 of 41 6. GOALS, OBJECTIVES, AND POLICIES - GENERAL
A. Goals
To operate and administer an Emergency Telephone Answering System, accessed by an easily remembered telephone number (9-1-1), so that calls can be quickly directed to Agencies with primary responsibility, according to information supplied by the caller.
B. Objectives
1. To maintain adequate coverage of 9-1-1 lines at all times, in order to handle Emergency calls.
2. To direct calls to the appropriate Agency without delay.
3. To ensure breakdowns of equipment are reported immediately, so that service to the public is restored as soon as possible.
4. To maintain proper accountability for all expenditures.
5. To maintain records and statistics for analysis, in order to identify possible changes and updates.
C. Policies
(Note: Policies are stated in broad general terms; procedures are how Policies are carried out.)
1. A 9-1-1 telephone number for emergency calls only will be provided in order to contact Police, Fire, and Ambulance services, within the geographic limits of Essex County based on information supplied by the caller.
2. The Emergency number will be answered by a Centralized Answering Bureau (CAB); more specifically the Windsor PPSAP and Essex County PPSAP.
3. The City and County Councils will oversee the operation of the 9-1-1 System, through the City/County Liaison Committee.
4. The use of auto diallers/tapes in conjunction with the 9-1-1 number will not be allowed.
5. Master tapes of the applicable PPSAP's may be listened to by the applicable Supervisory Staff of the Remote Agencies.
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27 of 41 6. GOALS, OBJECTIVES, AND POLICIES - GENERAL
C. Policies (cont'd)
6. Remote Agencies shall apply the procedures in Appendix E to acquire a copy of the tape of a 9-1-1 call, from the PPSAP, in order to respond to a complaint, or legal requirements concerning the handling of a 9-1-1 call by Neutral Answer Personnel.
7. Master tapes of the PPSAP 9-1-1 Calls will be held for a minimum of 90 days unless required for evidence or legal purposes.
8. Complaint Taking
A 9-1-1 Bureau call taker shall not act as a complaint-taker for any Remote Agency.
9. Non-Emergency Calls
Incoming non-emergency calls on 9-1-1 shall be terminated. The caller will be instructed to call the 7-digit service number for the appropriate Remote agency when this can be done safely, i.e. when the caller is rational and has called 9-1-1 in error. When safety or circumstances present any doubt, the call shall be processed through 9-1-1.
10. PPSAP Call Takers
PPSAP Call Takers shall receive and transfer incoming emergency calls to the appropriate Remote agency in accordance with the training and operating requirements of the 9-1-1 PPSAP as established by the City and County Councils upon recommendation of the City/County Liaison Committee.
11. Monitoring
In addition to any other obligations set out in this agreement, the PPSAP'S shall be responsible for monitoring and reporting on the technical performance of the 9-1-1, with particular regard paid to minimizing call blockage. Specific telephone calls will remain the responsibility of each of the agencies.
12. "Hold" for Bell Trace/Address Verification procedures will be used for calls where the operator can not determine the location of the caller.
13. Any malfunction in the 9-1-1 System must be recorded and reported to the Bell Repair Service (refer to the Trouble Report Section of the Operations Training Manual).
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28 of 41 6. GOALS, OBJECTIVES, AND POLICIES - GENERAL
C. Policies (cont'd)
14. Enquiries from the media with regards to the Bell portion of the 9-1-1 System in general will be handled by the Bell 9-1-1 Manager.
15. Enquiries regarding a particular Service will be handled by the individual Remote agency.
16. The 9-1-1 Call Taker will monitor a conference call until voice contact is made between the Caller and the Primary Remote Agency.
17. Any use of the Windsor-Essex 9-1-1 logo and literature must be approved by the City and County Councils upon recommendation of the City/County Liaison Committee.
18. All printed statistical information is the property of the City and County Councils.
19. Complaints Procedure Between PPSAP and Remote Agencies
a) Problems or questions identified by a Remote Agency regarding the operation of the PPSAP shall be first directed to the supervisor/designate of the PPSAP using the completed Form in Appendix C.
b) Problems or questions identified by the PPSAP regarding the operation of a Remote Agency shall first be directed to the manager/designate of the Remote Agency using the completed Form in Appendix C.
c) The supervisor/designate of the PPSAP and the manager/designate of the Remote Agency shall attempt to resolve the problem or question.
d) Where the problem or question relates to the operation and integrity of the Windsor/Essex 9-1-1 PERS or where the severity of the problem or question is such that it merits further action, the problem or question shall be filed in writing with the Chair of the Windsor/Essex 9-1-1 Technical Advisory Committee.
e) In all cases, an answer to the problem shall be given in writing, if required, by the appropriate agency or committee within sixty (60) days.
f) In all cases, the decision of the Windsor/Essex 9-1-1 Technical Advisory Committee shall be final upon ratification by the City/County Liaison Committee.
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29 of 41 20. Public Complaint Procedure
a) Public complaints regarding a Remote Agency shall not be accepted by the Call Taker. The Call Taker shall advise the caller that 9-1-1 is to be used for emergencies only and clear the line.
b) When a member of the public has a complaint with regard to the operation of the Windsor/Essex 9-1-1 PERS, boxes 1, 2, and 3 of the Windsor/Essex 9-1- 1 Incident Resolutions form (found in Appendix "C") shall be completed by the person receiving the complaint.
c) The form shall then be forwarded to the appropriate agency (Remote Agency or PPSAP) based on the flow chart on the back of the form, for completion of Box 4.
d) Should a member of the public not be satisfied with the resolution of their complaint by a Remote Agency or the PPSAP, the problem shall be referred to the Windsor/Essex 9-1-1 Technical Advisory Committee in writing by the Remote Agency or PPSAP.
e) In all cases an answer to the complaint shall be given in writing by the appropriate agency/service or committee within sixty (60) days.
f) In all cases the decision of the Windsor/Essex 9-1-1 Technical Advisory Committee shall be final upon ratification by the City/County Liaison Committee.
Cellular Phones
g) Should the Remote Agency determine that the complaint is the result of the 9-1-1 call being placed via cellular telephone equipment, the information request is to be forwarded to the appropriate cellular phone company by the agency.
h) The agency that made the determination that the inquirer was to be forwarded to a cellular company shall advise the Chair of the Windsor/Essex 9-1-1 Technical Advisory Committee of its actions by mailing or faxing a copy of the completed Form in Appendix C to the Chair.
i) The Chair of the Windsor/Essex 9-1-1 Technical Advisory Committee shall in turn contact the member of the public who originally filed the complaint and advise them that the complaint has been forwarded to the appropriate cellular phone company and no further action will be taken on this request by the Windsor/Essex 9-1-1 Technical Advisory Committee or its members.
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30 of 41 A P P E N D I X A
ESSEX COUNTY/CITY OF WINDSOR 9-1-1 TECHNICAL ADVISORY COMMITTEE
9-1-1 SYSTEM HIERARCHY
CITY/COUNTY COUNCILS
CITY/COUNTY LIAISON COMMITTEE
9-1-1- Technical Advisory Committee
Liaison Committee Appointee (Chair)
City Clerk (or delegate)
County Clerk (or delegate)
Bell Canada
OPP Dispatch Centre
Windsor Police
LaSalle Police
Windsor Fire Department
Central Ambulance Communications Centre
ESSEX COUNTY PPSAP WINDSOR PPSAP
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Last Revision: February 13, 2014
A P P E N D I X B
REMOTE AGENCY DISPATCH CENTRES for County of Essex/City of Windsor 9-1-1
POLICE DEPARTMENT DISPATCH
AGENCY ADDRESS CONTACT PERSON TELEPHONE / FAX DISPATCHES FOR:
Windsor Police 150 Goyeau Street Lori Powers 519-258-5779 Windsor Police Windsor, ON N9A 6J5 Director FAX: 519-255-6971 Emergency 9-1-1 Centre LaSalle Police 1880 Normandy St. Chief John Leontowicz 519-969-5210, ext. 2101 LaSalle Police and Amherstburg LaSalle, ON N9H 1P8 David Pettypiece, Supervisor for 519-791-5365 (Cell) Police Communications FAX: 519-969-2662
O.P.P. Provincial S/Sgt Mike Charles, Manager 705-495-7051 Communications Centre North Bay Communications Centre Cell: 705-498-1054 877 Gormanville Road Fax: 705-495-7095 PO Box 21007 Essex O.P.P. Detachment North Bay, ON P1B 8G3 Tecumseh O.P.P. Detachment Ontario Provincial Kingsville O.P.P. Detachment Police O.P.P. Provincial S/Sgt. Robert Bearss, Manager, 519-680-4650 Leamington O.P.P. Detachment Communications Centre London Communications Centre Fax: 519-680-4692 Lakeshore O.P.P. Detachment London, Operations Twp. Of Pelee O.P.P. Detachment 661 Exeter Rd. London, ON N6E 1L3
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FIRE DEPARTMENT DISPATCH
AGENCY ADDRESS CONTACT PERSON TELEPHONE / FAX DISPATCHES FOR:
Windsor Fire Dept. 815 Goyeau Street Mike Menard, Director 519-253-3016, ext. 236 Amherstburg Fire Dept. Windsor, ON N9A 1H7 Emergency Communications FAX: 519-255-6821 Tecumseh Fire Dept. Division Essex Fire Dept. Lakeshore Fire Dept. LaSalle Police 1880 Normandy St. Chief John Leontowicz 519-969-5210, ext. 2101 LaSalle Fire Dept. LaSalle, ON N9H 1P8 David Pettypiece, Supervisor 519-791-5365 (Cell) Kingsville Fire Dept. for Communications FAX: 519-969-2662 Leamington Fire Dept.
AMBULANCE SERVICE DISPATCH
AGENCY ADDRESS CONTACT PERSON TELEPHONE / FAX DISPATCHES FOR: Central Ambulance 4510 Rhodes Dr., Unit 300 Melinda Turton, Operations 519-254-1137 (direct) All Ambulance within Windsor & Communications Windsor, ON N8W 5K5 Manager 519-256-2373 (recep) Essex County and Pelee Island Centre FAX: 519-256-4188 Volunteer Fire Dept.
13 A P P E N D I X C
City of Windsor/County of Essex 9-1-1 Incident Resolutions Form
Box (1) Box (2) Person Filing Incident Person Who Used the 9-1-1 Service (if different from Box #1) Today's Date:______
Name:______Name:______Address:______Address:______Municipality:______Municipality:______Phone No.______Fax No.______Phone No.______Fax No.______
Box (3) Details of Incident
Date of Incident:______Time: _____: _____ A.M.. P.M.
Location:______Was Call Answered? Yes ____ No _____
Was the call made from a cellular phone? If "yes" Cellular Provider: ______
Nature of Incident: (use flow chart on Page 4 in determining where concern arose)
Mail or Fax completed form to appropriate agency cited in 9-1-1 Policy Manual, Appendix B.
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9-1-1 Incident Resolutions Form Page 2
Box (4) Resolution (For Office Use Only)
Date: ______Agency 1 :______
Name: (Print) ______Title: ______Ph. ______Fax ______Address: ______
Box (4) Resolution (For Office Use Only)
Date: ______Agency 2: ______
Name: (Print) ______Title: ______Ph. ______Fax ______Address: ______
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9-1-1 Incident Resolutions Form Page 3
Box (4) Resolution (For Office Use Only)
Date: ______Agency 3 ______
Name: (Print) ______Title: ______Ph. ______Fax ______Address: ______
Box (4) Resolution (For Office Use Only)
Date: ______Agency 4 : ______
Name: (Print) ______Title:______Ph. ______Fax ______Address: ______
A copy of this inquiry will be returned to the person named in Box (1). If, after the form is returned, there are still outstanding concerns, please contact individual completing Box 4.
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36 of 41 “What Happens When I Dial 9-1-1?”
Person Dials 9-1-1 Step 1
Call Taker Answers:
Step 2 “9-1-1…” “Do you require police, fire or ambulance?”
Dispatch Agency call taker Step 3 connects you with the Dispatcher for the Agency required
Using information obtained from the caller, the applicable Emergency Service Step 4 is dispatched.
Police Fire Ambulance
The appropriate police The appropriate fire The appropriate dept. responds. dept. responds. ambulance provider responds.
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37 of 41 A P P E N D I X D GLOSSARY OF TERMS
ACD Queuing - The automatic call distribution to the most available call taker
ALI - Automatic Location Indicator
ANI - Automatic Name Indicator
Call Control - Allows the 911 operator to maintain control of a call for as long as the emergency situation warrants
Call Taker - The person who is engaged in taking the request for service
CERB - Central Emergency Response Bureau
PERS - Public Emergency Reporting System
PPSAP - Primary Public Safety Answering Point
Primary Remote Agency - Those operators who first come in contact with a 911 caller
Remote Agency - Those providers who deliver the emergency services required by the caller
Selective Routing Database Technology - the 911 database that uses the telephone number and address of the caller, along with the service emergency zones to route a 911 call to the correct Police, Fire or Ambulance dispatcher for the caller's location.
TDD - Telecommunication Device for the Deaf
TTY - Telecommunication TeleType
9-1-1 - A three digit telephone number, allowing quick access to emergency services
9-1-1 Technical Advisory Committee (T.A.C.) - representatives of police, fire and ambulance agencies, telephone company, and political representative
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38 of 41 A P P E N D I X E
Procedures to Acquire Audio Recordings
Master audio recordings at the Prime Public Safety Answering Point may be obtained and reviewed by supervisory staff of Remote Agencies, the Windsor-Essex 9-1-1 Technical Advisory Committee, the City/County Liaison Committee, Windsor City Council and Essex County Council.
A copy of an audio recording of a 9-1-1 call shall be obtained from the PPSAP in order to respond to a complaint or legal requirements concerning the handling of a 9-1-1 call by the PPSAP personnel through the following procedures:
a) Contact the PPSAP supervisor/designate at the phone number listed in Appendix “B” of the Windsor/Essex 9-1-1 Policy Manual.
b) Advise the PPSAP supervisor/designate of the caller’s name, Agency name, the date and approximate time of the call in question.
c) If necessary, listen to the recording of the call in question in advance of ordering the copy of the recorded call. Advise the PPSAP supervisor/designate if a preliminary review of the copy of the recorded call is necessary.
d) Forward a written request for the copy of the audio recording to the PPSAP for legal purposes. The details of the request shall be placed on the Remote Agency’s or the committee letterhead and faxed to the PPSAP at the fax number listed in Appendix “B” of the Windsor-Essex 9-1-1 Policy Manual on the same day as the initial request was made by phone.
e) Once the call is isolated and copied, the PPSAP supervisor/designate will send the copy of the audio recording to the Remote Agency or Committee requesting such recording by Priority Post or courier service available.
f) The original master audio recording must be retained by the PPSAP for legal reasons. Should the master recording be required for court for legal reasons, a subpoena for the original master will be required.
NOTE: All recordings must be retained by the PPSAP for a minimum of ninety (90) days
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Name Agency/Organization Address Phone Fax E Mail Al Fazio Essex County Council 685 Ross Beach, RR2 519–728–0490 [email protected] Belle River, ON N0R 1A0 519–567–9958 (Cell) [email protected]
Mike Menard Windsor Fire & Rescue Director, Fire Communications 519-253–3016 x 236 519-255–6821 mmenard@ windsor.ca Service 815 Goyeau St. Windsor, Ontario N9A 1H7 S/Sgt. Rob Bearss Manager O.P.P. Provincial Communications Centre 519- 680–4651 519- 680–4692 [email protected] O.P.P. Provincial – London Operations (Direct Line) Communications Centre, 661 Exeter Rd. London London, Ontario N6E 1L3 S/Sgt Mike Manager O.P.P. Provincial Communications Centre 705- 495–7051 705- 495–7095 [email protected] Charles O.P.P. Provincial – North Bay Operations 705–498–1054 (Cell) Communications Centre, 877 Gormanville Rd. – P.O. Box 21007 North Bay North Bay, Ontario P1B 8G3 Inspector Jon Unit Commander O.P.P. Provincial Communications Centre – No Phone No. Provided None Provided [email protected] Dumond North Bay Operations 877 Gormanville Rd. – P.O. Box 21007 North Bay, Ontario P1B 8G3
Shawn Wolkowski Windsor CACC Central Ambulance Communications Centre 519-254-1136 (office) 519-256-4188 [email protected] 4510 Rhodes Dr. – Unit 300 226-750-9786 (Cell) Windsor, Ontario N8W 5K5 Josh Benoit Windsor CACC Central Ambulance Communications Centre 519-254-1136 (Office) 519-2546-4188 [email protected] 4510 Rhodes Dr. – Unit 300 Windsor, Ontario N8W 5K5 Melinda Turton Windsor CACC Central Ambulance Communications Centre 519-254–1137 (direct) 519-256–4188 [email protected] 4510 Rhodes Dr. – Unit 300 519-256–2373 (recep) Windsor, Ontario N8W 5K5 519-564–2855 (Cell)
Niels Kristensen Windsor CACC Central Ambulance Communications Centre 519–256–2373 519-256–4188 [email protected] 4510 Rhodes Dr. – Unit 300 Windsor, Ontario N8W 5K5 Larry Breen Manager, Bell 9–1–1 Bell Canada 9–1–1 Emergency Services 1–866–287–4117 519- 432–9699 [email protected] Emergency Services Group 100 Dundas St., Floor 7 Red 519- 663–6719 London, Ontario N6A 4L6 519- 317–7981 (Cell) 1-888-753-8942 (Pager) David Pettypiece Supervisor for 1880 Normandy Street 519-969-5210, x 2101 519-969–2662 [email protected] Communications LaSalle, ON N9H 1P8 519-791-5365 (Cell) LaSalle Police Service Gilbert Forster Acting Supervisor for 1880 Normandy Street 519-969–5210 519-969–2662 [email protected] (Alternate) Communications LaSalle, ON N9H 1P8 LaSalle Police Service Lori Powers Windsor Police Service Director, Emergency 9–1–1 Centre 519-258–5779 519-255–6971 [email protected] Windsor Police Service 150 Goyeau St., PO Box 60 Windsor, Ontario N9A 6J5 Fire Chief Doug Tecumseh Fire Services 917 Lesperance Rd. 519–979–4041, x16 [email protected] Pitre Tecumseh, ON N8N 1W9
40 of 41 Last Updated September 3, 2015 Page 2 of 2
Name Agency/Organization Address Phone Fax E Mail Phil Berthiaume County of Essex Emergency Management Coordinator 519-776–6441, x 1243 519-776–1253 [email protected]. County of Essex 519-791–1917 (cell) ca 360 Fairview Ave. W. Essex, Ontario N8M 1Y6 Sue White County of Essex Council Services Administrative Assistant 519-776–6441, x 323 519-776–4455 [email protected] County of Essex 360 Fairview Ave. W. Essex, Ontario N8M 1Y6
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