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Rule 5507-1-01 | Purpose.
In the course of providing citizens with their most vital link to emergency response, 9-1-1 public safety answering points ("PSAP's") in the state of Ohio shall comply with technical and operational standards and recognize and promote best practices that will provide conisistent, quality service by well trained personnel utilizing a high level of secure technology. Last updated August 20, 2021 at 8:52 AM Supplemental Information |
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Rule 5507-1-02 | Scope.
These operational standards apply to all public safety answering points (PSAP) eligible to receive disbursements through section 128.55 of the Revised Code. Last updated November 15, 2023 at 1:41 PM Supplemental Information |
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Rule 5507-1-03 | Definitions.
(A) Public safety answering point (PSAP), as defined in section 128.01 of the Revised Code, means a facility to which 9-1-1 requests for service for a specific territory are initially routed for response and where personnel respond to specific requests for emergency service by directly dispatching the appropriate emergency service provider, relaying a message to the appropriate provider, or transferring the call to the appropriate provider. For purposes of this chapter, PSAP's are divided into two types, primary PSAP and secondary PSAP. (1) Primary PSAP: An abbreviation for a public safety answering point that operates on a twenty-four hour basis; and whose primary function is to receive incoming wireless and wireline 9-1-1 request for emergency assistance and relay those requests to an appropriate responding public safety responder or agency. (2) Secondary PSAP: An abbreviation for a public safety answering point that operates as a dispatch center for a public safety agency and receives rollover and/or transferred wireless, and direct or rollover and/or transferred wireline 9-1-1 requests. (B) Telecommunicator: Anyone who answers 9-1-1 service requests for public assistance at both a primary or secondary PSAP. Last updated August 20, 2021 at 8:52 AM Supplemental Information |
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Rule 5507-1-04 | Periodic review.
The office of the 9-1-1 administrator, in partnership with the local 9-1-1 coordinators and PSAP managers, shall periodically review these standards and make recommendations for addition, deletion, and/or revision of these standards to the state ESINet steering committee. Last updated November 15, 2023 at 1:41 PM Supplemental Information |
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Rule 5507-1-05 | Minimum staffing.
A minimum of two telecommunicators must be on duty and available to receive and process calls at all times. For 9-1-1 systems with automatic rollover to a secondary PSAP, the secondary PSAP fulfills this obligation. The PSAP shall ensure employment of a sufficient number of telecommunicators to allow for prompt receipt and processing of emergency calls in accordance with established call answering standards. The PSAP may participate in a virtual PSAP system where calls are automatically routed to one of multiple facilities within the system. Last updated November 15, 2023 at 1:41 PM Supplemental Information |
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Rule 5507-1-06 | Prioritization.
The PSAP shall provide standard operating procedures that ensure telecommunicators prioritize emergency functions over non-emergency functions and include the following: (A) 9-1-1 requests for service are always an emergency function. (B) When calls need to be transferred to another PSAP: (1) An advisement to the caller to remain on the line as well as notification to the caller of the PSAP to which they are being transferred. (2) That the transfer will be initiated without delay. (3) That the telecommunicator will remain on the line during the transfer to ensure the caller is properly connected. (4) A recommendation that, if at all possible, the following information be relayed to the receiving PSAP once the transfer is complete: (a) Name of the agency making the transfer (b) Location of the emergency (c) Nature of the call (d) Call back number (e) Known safety information Last updated August 20, 2021 at 8:53 AM Supplemental Information |
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Rule 5507-1-07 | Minimum training standards.
(A) The state ESINet steering committee shall oversee the development, implementation and revision of minimum training standards for telecommunicators who answer and process 9-1-1 requests for service in the state of Ohio and ensure they are kept up to date with industry standards. Resources to consult with include the national emergency number association, the association of public safety communication officials, the United States department of transportation and other industry resources. (B) The office of the 9-1-1 administrator will establish a process for certifying that telecommunicators meet the minimum training requirements contained in this rule. (C) Any person who answers 9-1-1 requests for service shall be trained to the minimum training standards before handling such 9-1-1 requests without direct oversight. (D) The components of the minimum training program required are listed in this paragraph. Agencies can utilize a commercially available program that contains these components, or develop a local training program that contains the required instructional components. Training will consist of a minimum of forty hours of instruction. (1) Component 1 - general knowledge (a) Knowledge and awareness of population and demographics (b) Knowledge and awareness of geography (c) Knowledge and awareness of first responder agencies and their jurisdictions (d) Knowledge and awareness of the incident command system (ICS), national incident management system (NIMS), federal, state and local interoperable communication plans and federal, state and local emergency operations plans (2) Component 2 - general skills (a) Ability to quickly process information and make logical decisions (b) Stress management (c) Provide good customer service (d) Multi-task in a fast-paced environment (e) Work effectively with others to solve problems (f) Communicate clearly in written and oral form, especially when relaying emergency information to first responders or communicating with the public requesting emergency assistance (g) Ability to operate and/or respond to emergency alerts, including but not limited to amber, blue, missing adult, and emergency weather alerts (h) Ability to achieve and maintain certification and operate applications and databases necessary to answer and process 9-1-1 requests for service (3) Component 3 - agency skills (a) Ability to operate agency computer equipment (b) Ability to operate agency telecommunication equipment (c) Ability to operate agency computer applications and systems (d) Ability to read, comprehend and apply agency policies and procedures (4) Component 4 - call taking skills (a) Ability to answer and process calls in accordance with established procedures (b) Ability to obtain complete information (c) Ability to properly classify and prioritize the request for service (d) Ability to process available information to identify conditions that may affect safety (e) Ability to document call details accurately (f) Ability to accurately verify, document and relay initial dispatch information (g) Ability to handle/de-escalate hostile, hysterical or difficult callers to obtain information (h) Ability to initiate emergency call tracing procedures and subscriber information requests in exgent circumstances (i) Ability to recognize phase 1 versus phase 2 location technology, understanding how to use both (j) Understanding the procedures for processing and responding to text messages, photos and video sent to 9-1-1, if applicable Last updated August 20, 2021 at 8:53 AM Supplemental Information |
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Rule 5507-1-08 | Continuing training standards.
(A) The state ESINet steering committee shall oversee the development, implementation and revision of continuing training standards for telecommunicators in the state of Ohio and ensure they are kept up to date with industry standards. Resources to consult will include the national emergency number association, the association of public safety communications officials, the United States department of transportation and other industry sources. (B) The office of the 9-1-1 administrator will establish a process to certify that telecommunicators meet the continuing training requirements established by the committee. (C) Any person working in a PSAP and receiving 9-1-1 requests for service shall be required to meet the continuing training standards as follows: Annually, before the first day of February of each calendar year, the office of the 9-1-1 administrator will distribute subject matter of timely, industry standard educational information. The distribution will be in the form of an instructional video, curriculum package or train-the-trainer package to all county 9-1-1 coordinators. The training will constitute a two-hour training block to be completed by all 9-1-1 telecommunicators subject to this chapter. All 9-1-1 telecommunicators subject to this chapter will also complete six hours annually of additional job relevant training, as determined by the local PSAP manager. The PSAP operations subcommittee will annually provide a list of recommended training topics and/or resources online through the office of the 9-1-1 administrator. (D) Each PSAP is responsible for maintaining training records for individual telecommunicators and to make those records available upon request to the county 9-1-1 coordinator and/or the office of the 9-1-1 administrator. Last updated August 20, 2021 at 8:53 AM Supplemental Information |
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Rule 5507-1-09 | Emergency medical dispatching.
(A) The PSAP is required to provide emergency dispatching either: (1) By establishing an emergency medical dispatching protocol, that provides pre-arrival instruction, through a recognized training provider that meets the standards as set forth by the United States department of transportation, and includes certified emergency medical dispatchers; or (2) By establishing a local emergency medical dispatching protocol approved by the local medical authority, that provides pre-arrival instruction and includes specifically trained emergency medical dispatchers; or (3) By agreement with a third party emergency medical dispatch provider that can be conferenced on with the caller during an emergency. (B) If the PSAP does not provide emergency medical services dispatching, the PSAP may meet this requirement by having an agreement in place to transfer the call to a center that provides emergency medical dispatching in compliance with paragraph (A)(1) or paragraph (A)(2) of this rule. (C) Any person who answers 9-1-1 requests for service shall be trained in the agency's emergency medical dispatching protocol before handling such requests without direct oversight. Last updated August 20, 2021 at 8:53 AM Supplemental Information |
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Rule 5507-1-10 | Emergency power.
(A) The PSAP shall have a minimum one alternate/emergency power supply capable of supporting (maintaining) 9-1-1 call handling/processing equipment and necessary related public safety (communications) services for a minimum of twenty-four hours. (B) An uninterrupted power supply (UPS) and battery system shall be installed and sufficient enough to prevent power surges and provide continuous power to essential 9-1-1 equipment until the generator or other backup power source can fully activate. Last updated November 15, 2023 at 1:41 PM Supplemental Information |
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Rule 5507-1-11 | Security.
(A) 9-1-1 personnel and equipment shall be housed in a secure location with appropriate measures taken to allow access to authorized personnel only. (B) A facility housing a 9-1-1 answering point shall have an emergency operation plan (EOP), evacuation plan and a continuity of operation plan (COOP) for the continued operation of the 9-1-1 center and its staff, each of which contemplates the response to all relevant natural and human made disasters that may strike the facility, including but not limited to power failure, fire, severe weather, building evacuations, and gas leaks. Additionally, each plan should include the process for re-routing of 9-1-1 requests for service, where they will be answered, and by whom. Last updated August 20, 2021 at 8:54 AM Supplemental Information |
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Rule 5507-1-12 | Minimum capability.
(A) A 9-1-1 answering point shall have multiple methods of notification to response agencies. (B) A 9-1-1 answering point shall have a minimum of two 9-1-1 "lines" and two 9-1-1 answering devices in addition to a minimum of one "line" available for outbound dialing only. Last updated November 15, 2023 at 1:41 PM Supplemental Information |
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Rule 5507-1-13 | Temporary PSAP.
The temporary PSAP is a PSAP that has been established to provide 9-1-1 service for a defined geographic area for a limited time/duration under the following circumstances: (A) A planned special event with a defined duration (example: convention, sporting event, state/county/local fair). (B) An unplanned situation requiring a temporary relocation of an existing PSAP. (C) Any natural or man-made disaster or public safety critical incident or special operation requiring localized incident management/command post operation where establishing a temporary PSAP would benefit citizens and/or public safety responders. When a temporary PSAP is established for an unplanned event/emergency, mandated standards shall become best practices applicable to the temporary PSAP for the duration of the emergency. Last updated November 15, 2023 at 1:41 PM Supplemental Information |
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Rule 5507-1-14 | Call processing software.
The PSAP will provide telecommunicators with software, including mapping, to assist in initiating calls for service, dispatching, and maintaining the status of responding resources in the field and the archiving of incident information. Last updated November 15, 2023 at 1:42 PM Supplemental Information |
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Rule 5507-1-15 | Logging/recording.
(A) The PSAP will have the capability of logging/recording 9-1-1 requests for service including voice, data, video and other media, if used. (B) The PSAP will retain recordings in accordance with state law and local records retention requirements. (C) The PSAP will provide telecommunicators the capability to instantly play back recent 9-1-1 requests. Last updated August 20, 2021 at 8:54 AM Supplemental Information |
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Rule 5507-1-16 | Graphical information systems.
(A) PSAP's should utilize map data that meets or exceeds the Ohio location based response system data specification for road center lines and addressable structures. (B) Geographical information systems should, at a minimum, include road center lines, emergency service zone and/or responding entity polygons, and PSAP boundary polygons. (C) The PSAP shall have the ability to electronically accept, display and plot caller location data on an electronic map display. Any application that allows the PSAP to automatically accept, display and plot caller location data on an electronic map display is acceptable. Last updated August 20, 2021 at 8:54 AM Supplemental Information |
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Rule 5507-1-17 | Statistical analysis.
The PSAP will collect, analyze and report the following statistics: (A) Total 9-1-1 call volume. (B) 9-1-1 calls by hour of the day. (C) 9-1-1 calls by day of week. (D) 9-1-1 call ring/answer times. (E) 9-1-1 abandoned call counts. (F) 9-1-1 calls by type (wireline/wireless/VoIP/etc.). (G) All other data a required by the ESINet steering committee or the state 9-1-1 administrator. The PSAP will compile and review this data and make it available to their local 9-1-1 coordinator upon request. The 9-1-1 coordinator will be responsible for reporting this data on an annual basis to the office of the state 9-1-1 administrator during their annual support and compliance review, or at other times upon request of the office of the 9-1-1 administrator. Last updated August 20, 2021 at 8:55 AM Supplemental Information |
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Rule 5507-1-18 | Minimum call answering standards.
Ninety per cent of 9-1-1 calls/requests received will be answered within fifteen seconds; with ninety-five per cent of 9-1-1 calls/requests received being answered within twenty seconds. For the purposes of determining compliance, all calls, including abandoned or unanswered calls, are factored in the calculation of the performance metric. Last updated August 20, 2021 at 8:55 AM Supplemental Information |
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Rule 5507-1-19 | Rules enforcement.
(A) When a PSAP is found out of compliance with any rule contained in this chapter, the office of the state 9-1-1 administrator will make contact with the county 9-1-1 coordinator and offer assistance in complying with the rule. The state 9-1-1 administrator will also notify the county 9-1-1 planning committee of a sixty-day time period to correct the issue and achieve compliance. (B) When the state 9-1-1 administrator concludes that a PSAP has not achieved compliance within the sixty-day time period, the office of state 9-1-1 administrator will notify the county 9-1-1 coordinator that the administrator finds the county out of compliance and county 9-1-1 coordinator will be scheduled for appearance before the ESINet steering committee within sixty days. The ESINet steering committee will review the issue, hear from the interested parties and make a formal determination of whether the PSAP is out of compliance with the established rule. (C) When a finding of non-compliance has been determined by the ESINet steering committee as outlined in paragraph (B) of this rule, the county 9-1-1 coordinator will, within thirty days, formulate and submit a written response outlining the county's plans to reach compliance. (D) The ESINet steering committee will review the submitted plan outlined in paragraph (C) of this rule and determine a date by which the county must come into compliance. (E) If the county has not reached compliance by the date set in paragraph (D) of this rule, the office of the state 9-1-1 administrator will notify the department of taxation to suspend wireless 9-1-1 government assistance funding to the affected county until such time as the county returns to compliance. The funding suspension is for the entire county, as the county has sufficient authority to compel compliance at the local PSAP. (F) Upon written notification of compliance by the county 9-1-1 coordinator, the office of state 9-1-1 administrator will, without unnecessary delay, verify compliance. If compliance is confirmed, the office of the state 9-1-1 administrator will notify the department of taxation to resume the funding to the county from the wireless 9-1-1 government assistance fund. No escrow or suspended funds will be restored to the county for the period of the suspension. (G) The ESINet steering committee serves as the final authority in determining when the PSAP has achieved compliance. (H) For purposes of this chapter, the office of the state 9-1-1 administrator has the exclusive authority to audit and review PSAPs for compliance. Last updated August 20, 2021 at 8:55 AM Supplemental Information |