14 CAR pt. 30, Appendix B. Arkansas One-Call Center Policies and Procedures

Arkansas One-Call System, Inc. 10803 Exnurim Center Driue, Svdr It 0 P.0. Bos 21.165 Link Rock, Arkansas 72221 Phone: 501!225-5995 - . Arkansas One-Call Center Policies and Procedures Notlficstions to 0ne-C.U of Intention to Dig (1) Pottyeight hours or two working days* notice b required by Act 600 of 1987. '2)rir does not include weekends or holidays. A person calling in to the Center at 4:59 par. on hiday for work which is to begin at 7:30 a.m. on Monday h considered to have given 91 minutu advance notice. (2) One-CdI Center working hours are from 7:OO a.m. until 5:OO p.m., Monday through Friday. The Center is closed on the following holidays - New Years Day, Memoriill Day, July 4, Labor Day, Thanksgiving and Christmas. (3) Except in the case of an emergency, the computer c31~1ates two working days fkom the time of the 4 1 and rounds the work time up to the next highest quarter-hour. This is the default work time. One-Call operatom will explain the two-working days notice requirement of rhe state law and will ask if the default time is acceptable. The default time will be changed if the caller u y s the work will begin earlier or luter. ( I ) All requests are assigned one of six codes to indic3te the type of rqqucrt being made: First Request. The first call made by the excavator for this dig site. Second Request. A second sa11 for il dig site when some member utilities have not responded. Emergency. Underground facilities altwdy have keii damaged and must be mpaimd immdiotely. Emergency rtquesrs take precedence over all other requests and are given a work time of "aa &on as possible". Change of Infunnation. Information given in a previous request, such u dimdons or time of work, is to be changed. Cancellation. The caller wishes to cancel a previous locate rquest. Major Project. The scope of the project is to cover a significant diskinn and/or an extended period of time. The role of the One-Call Center in these cases is to notify member utilities ao ongoing local communications can be arranged. (5) Within and adjacent (0 cities and towns, member wrvin ureas urn identified by itrrsotv or portions of streets. Therefore, if the dig rite is within or a@;lcrtnt to a city or town, the bcation of the dig site is identified by its street address. All efToru will be made b identify a house number so the computer can process &e request more accurately. Crors streeu, hadmarks, resident names and subdivision names can be given as additional information and may be belpfd to member utilities, but thrs inf'ormrtion is unnecessary for computer processing. If the bation is near a house or building, it is imporunt for Lho utihica to know whether locate in the back, front, sides or some cumbirdon of these. If the location im at an in&rwchm, they awd b know if the digging will take place on the pavement or on one or more of rhc corwm which need to be identified by direction. Example: N W corner or the SE corner. Page I -Ix If (6) Member service are- outside the urban ilrellLLi of cities and tuww are identifwd by t o m h i p , -tion urd quarter-section. All callen will be asked for the range and township bcation of rbe dig site. If tJw aection and quurrr-section L known, the wller will be ukd for direcrionr LO the dig rite within the wction or quartor-section, e.g., 'across the road from Milkr's Grocery of County Road 421.' - . (7) If the township und wction is not &own, he operatar will ask for rpecific dirariocu from the city limits of a warby bwn. The caller murt be pirparrd tu begin dirtdons from thr city limits, giving highway numbers and directions, mileaye% m d arch turn involved until the bcation k mwhed so opvrawrr can hnd the exact location on the map and utility employees CM hnd th dig rim without further directions. (8) bcationr giving only podeswl numbers, pole numbers or rpvw are not rdqunlr identification, of 8 location. This information will be u&an but only ms additions b informath .ewdly pinpointing the lowtion of the dig site. (9) Since lucvte requests in or adjacent to cities und toww are proc-d auwnrtitdly by the computer bvwd on the stnet addrebs, each different rddrvss at which the excavatar will be working must be entered as a separate locate request in order to mnkt sure that the quest k p r e n m d 8ccurately. (IO) Since state h w requires at least two working days advance notification of ut intent 10 dig, second requests will not be acceptrd or processed by the One-Call Cenwr until at k t 24 h n bave elapsed sincv the fiirt requelit was placed. When uking information on a lvcond rquhst, the One-Call operators will ask for the reference number of the first request. This number will be relayed to member companies who will then be able to check on the status of the line bcation. Processing of Line Location Requests (1) Based on the information given, the One-Call Center will locae n dig h e ms accurately and as closely as possible. The Center will make every enol-t (u notify each und every utifity which htu lines in the urea and will make every effort to avoid unnecessarily conmctb8.g uriliticr on the hinges of the site. However, if there is any doubt and if the operator thinks there is r chance that a members' lines may be involved, the operator will notify that utility rather thrn take a chance and not call. This policy is for the protection of the member utility as well as for the protection of the One-Call Center. (2) If during the processing of a location, un operawr diaruvers that the informiltion given t inaccuratr! or incomplete, the locate will be put on hold and an immediarc. attempt will be mcrde to reach the calIei* for additional information. Repeated attempts will be made until the location can be processed correctly. No request will be processed, though, if it InUlf be b u d on guesswork. (3) The One-Calt Center CM take no responsibility for member facilities which do not appcrrr on Center maps or databases. Member utilities will be notified of locate rtquuts if rpecificolly requested by the caller, even if the dig site is not inciudd in the member's database as rupplbd to tbe Ow-Call Center. Such notices will be coded as being wnt at the coller'r mqutst and the notification b the member will include appropriate wording indicating that the d i e t q u e s t e d t h y be notifid. A monthly report will be submitted Lo the Board of Direcron of ruch exceptions to the database procussing. (4) All members having underground facilities in the vicinity of cut or damaged lines will be notified that the cut has occurred. The member &en can determine whether any action L Mctmsary on its part. (5) If the dig rite is at o Specific address (123 Main Strtwt), the rqurst will be wnt only to those utilities which have mid they wish to k. borified fur h t ponion of rhe r t r w ~ (6) If the crlhr knows the street but cannot give J huuw number, the request will be wnt b dl member utilities nerving m y portion of that street since the Center cannot determine whether the dig rite is in specific member ~ t v i c v territories. (7) If the dig rite is on a new stiwt which is not in the Onr-CaII m u t e r rtreet bthg for the town, the request will be wnt tu all member utilities wrviny any portion of the town sin- it annot be dercrminud wherher tlw Jig site b within upecific member u*tuke &rritorirru. A member can, however, exempt itmlf frum diiv policy on w w stwets by signing o waiver that (u) it docrr not wish b be notified for new YLIY~LS, (b) it will promptly notify the Om-Cull Center of new underground faciliries. and (c) it will hold kkanrcrr One-Call Syuwm, Inc., humleu from any claims resulting from damages LO Underground facilities as a result of the exemption from the policy on new rtreets. Mcnabrcr Nutifirrtionr By Phone (1) All members who trrrrive notifications by phone will be called as soon a0 povrible after the line location request has been given u, the enter. On some wcuions, the phone b not unswerd in a member office. The Center will make repeated attempts to reach that member's dkpotchorn using the phone number which has been furnished. If wveral hours have elapsed and notification still u unsuccessful, OnrCall Center will check the member's file to see if rhore are olrornalv n u m k n or l0C;lrions which might be used LO get the notification Lo the member. Member Notifications By TTY (1) Verifications of notifications sent by TTY will be sent from the One-Crll Center to members twice daily 0-- at the beginning of the work day and between Noon and 1 p.m. This list should be checked against TT'Y notifications received. It is the responsibility of the member to notify the One-Call Center ab soon its possiblc if a request was not received. The notice then will be msenf (2) The first report of the day will be sent w all members, even if there are no notices b verify. If a member has not received this message by 8:OO a.m., the Onr-cull Center rhodd be called as there may be Y problem with phone lines or the member's modem or printer. The midday verification report is sent only to those members who have received notices since the first report of rho day. (3) To notify the One-Call Center concerning TTY problems, member utilities should a l l SOY225-5995 or 800/182-8998 during working hours, or 501/325-5995 after 5:OO p.m. (I) If a member knows that there is a problem with its equipment (modem, printer or phone line), the One-Call Ccnter should be notified immediately. Attempts to wnd notification will be delayed until the problem is resolved, or the notifications will be recoded for phone Wansmiuion. (5) If TTY capability in the OneCaII Center is out fnr more than one hour, member dispatch offices are to be nw'fied and notifications ore tu be recoded fur phone transmission. (6) plugged up, turned on, and connected from 6:UO a.m. until 6:UO p.m. Monday through Friday. It is rhe responsibiliry of the mcmber LO insure that its printer and modern are pmprly Pagc 3 -P updr- (1) It is the responsibility of member utilities to wnd updates of maps or of rhr! computerized dotabase whenever now mas ofundrrpound line* air developed. There updates are to be submitted as soon as pouibk. (2) No changer in Ow-CJI Center maps or daubuses will be made b e d only on o vrrbd or phwc communication. Changer in Member Phone Numhers or Dirparch Center b a t i o n s (I) Changes in member phone numbers or in centers to be notifd for a given area will be mu& only upon written notification to the OnrCirll Conwr. Such important charges a n n u t be mu& b a d un phone mnvemuhns. (2) The OneCilll Cancer has three working days to incorporate member wrviru w(~11 updata into the culrcr’r &Labow. Research on Past Line Location Requests (1) Anyone miry request the Ow-Cilll Center LO conduct a search LO see if prior notification WYI given on an accident. The fee for each loc;rte researched will be based on $20.00 per hour, with a minimum fee of $10.00, billable to the party requesting the search. Such search mquesu will be processed as soon as practicaf by OneCaII personnel, but in no case will ruch r w a r c h take priority over the daily operations of the One-Call Center. (0811 61 1989)