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<br />DRAFr <br /> <br />DRAFT <br /> <br />Operating Standards for all PSAP models: <br /> <br />{4t <br /> <br />PSAP managers on the Work Group and other Work Group members agreed that going forward with the <br />new radio system that which ever PSAP model is subsequently developed that any model adhere to the <br />following performance standards: <br /> <br />1. Redundancy plan in place that ensures a staffed and operable back up operation within 20 <br />minutes or less after PSAP is disabled <br /> <br />2. Call Taking as a Whole - Calls Answered in three rings or less, 95% of the time <br /> <br />3. 99% of all calls answered in 40 seconds or less <br /> <br />4. 95% of emergency dispatching offire concluded within 60 seconds; Emergency dispatch oflaw <br />enforcement per S.O.P. based upon type of incident <br /> <br />5. No less than two dispatchers at any time if PSAP provides pre-arrival instructions <br /> <br />6. Transfers of calls from the PSAP to another agency or PSAP must be "warm" transfers; i.e. call <br />taker on phone with caller until connected with the party being transferred to; call transfer will <br />not excecd 30 seconds <br /> <br />7. Dedicatcd fire dispatcher assigned for fire incidents and dedicated law enforcement dispatcher <br />assigned for active life threatening law enforcement events <br /> <br />8. A consistent quality assurance program among PSAP's must be in place <br /> <br />(~ <br /> <br />9. Employees must be sworn civilian uniformed call takers <br /> <br />lO. Written governance policy <br /> <br />Examples of Existing Services That Could Be Provided in PSAP models: <br /> <br />I. Provide information related to restraining orders and family service inquiries. <br />2. Maintain Lost & Found Pet log and notify Animal Control as needed. <br />3. Handle North St. Paul after-hours Public Utility calls and page technicians as needed. <br />4. Monitor North St. Paul Fire Chief and Fire Marshall, while on building inspections. <br />5. On Call, after hour Public Works call outs and after hours Public Works communications <br />monitoring <br />6. Tailorcd verification and response by dispatcher to fire service events <br />7. Emergency medical priority dispatch (matching EMS request to appropriate BLS or ALS <br />response) <br />8. Fire and EMS response plan by geographic zones <br />9. Running of routine criminal checks (some which are immediately appended to arrest reports) <br />10. Dispatcher are ClIS certified <br /> <br />(Attachment - E presents additional services provided by Maplewood and Whitc Bcar Lake PSAP's) <br /> <br />. <br /> <br />PSAPModelCompanson 1.8doc 3 <br />