Recordkeeping

Each primary PSAP, regional PSAP, regional secondary PSAP (except a regional secondary PSAP operated by a private safety department), secondary PSAP (except a secondary PSAP operated by a private safety department), RECC, and wireless state police PSAP shall require that each enhanced 911 telecommunicator be certified by the Department in accordance with 560 CMR 5.04. Each primary PSAP, regional PSAP, regional secondary PSAP, secondary PSAP (except a secondary PSAP operated by a private safety department), RECC, and wireless state police PSAP shall annually submit to the Department documentation in a form satisfactory to the Department that each enhanced 911 telecommunicator meets the certification requirements of 560 CMR 5.00. Each primary PSAP, regional PSAP, and RECC shall annually certify to the Department, on a form specified by the Department or in such other manner specified by the Department, that it meets the requirements of 560 CMR 5.05 and 5.06. Such annual certification shall state whether the PSAP or RECC either: (a) provides EMD through certified emergency medical dispatchers, and if so, documentation that each person that acts as an emergency medical dispatcher meets the certification requirements of 560 CMR 5.07; or 5.10: continued (b) A PSAP that receives TTY test calls from the Department or its designee shall investigate all failures internally and shall provide user refresher training for failed calls that are a result of user error by the enhanced 911 telecommunicator. All TTY equipment problems shall be immediately reported to the enhanced 911 service provider. The Department may request from a PSAP that experiences continued high failure rates a report that explains the corrective measures that are being taken to address such failures. 1. Silent Calls. Upon receiving a silent call, the enhanced 911 telecommunicator shall first confirm that the call is not coming from a TTY device. The enhanced 911 telecommunicator shall advise the caller to stay on the line and not hang up. The enhanced 911 telecommunicator shall then test the call to determine whether the call is a TTY call. If it is determined that the call is a TTY call, the enhanced 911 telecommunicator shall follow established TTY call handling procedures. If it is determined that the call is not a TTY call, the enhanced 911 telecommunicator shall use the ALI information to dispatch the appropriate emergency personnel in accordance with local procedures. The enhanced 911 telecommunicator shall then use the silent call procedure to attempt to communicate with the caller. All silent calls placed to 911 from a wireline require emergency response, unless the location information is not sufficient to allow for location of the caller. All other silent calls require emergency response in accordance with local procedures, unless the location information is not sufficient to allow for location of the caller. 2. Abandoned Calls and Hangup Calls. Upon receiving an abandoned call or a hangup call, the enhanced 911 telecommunicator shall make a return call to the caller using the ANI associated with the call. If the caller does not answer, if a messaging system is received, if there is a busy signal, or if the caller answers and gives a vague or confusing response, the enhanced 911 telecommunicator shall follow local procedures and dispatch emergency personnel, unless the location information is not sufficient to allow for location of the caller. 3. Operator Assisted Emergency Calls. All communication service providers shall transfer operator dialed emergency calls to the 911 trunks in the correct primary or regional PSAP territory. The ANI shall display a code identifying an operator assisted call to the PSAP. The operator shall also announce to the PSAP an operator assisted call and provide the ANI. 4. No ALI Record Found Assistance. The enhanced 911 service provider shall provide a manual or electronic ALI record look up service that can be accessed by PSAP personnel seven days a week, 24 hours a day, 365 days a year for use when a 911 call is received with no ALI record found. The PSAP shall maintain documentation of reports to the enhanced 911 service provider of no ALI record found. 5 .11: Recordkeeping Each primary PSAP, regional PSAP, regional secondary PSAP (except a regional secondary PSAP operated by a private safety department), secondary PSAP (except a secondary PSAP operated by a private safety department), RECC, and wireless state police PSAP shall require that each enhanced 911 telecommunicator be certified by the Department in accordance with 560 CMR 5.04. Each primary PSAP, regional PSAP, regional secondary PSAP, secondary PSAP (except a secondary PSAP operated by a private safety department), RECC, and wireless state police PSAP shall annually submit to the Department documentation in a form satisfactory to the Department that each enhanced 911 telecommunicator meets the certification requirements of 560 CMR 5.00. Each primary PSAP, regional PSAP, and RECC shall annually certify to the Department, on a form specified by the Department or in such other manner specified by the Department, that it meets the requirements of 560 CMR 5.05 and 5.06. Such annual certification shall state whether the PSAP or RECC either: (a) provides EMD through certified emergency medical dispatchers, and if so, documentation that each person that acts as an emergency medical dispatcher meets the certification requirements of 560 CMR 5.07; or (b) arranges for EMD to be provided through a certified EMD resource, and if so, the name of the certified EMD resource. Such annual certification shall also state that the PSAP or RECC has notified the local emergency medical services provider of the EMDPRS that is used for the PSAP and that the local emergency medical services provider has acknowledged receipt of such notification. Each certified EMD resource shall annually certify to the Department, on a form specified by the Department or in such other manner specified by the Department, that it meets the requirements of 560 CMR 5.00. Such annual certification shall provide documentation that each person that acts as an emergency medical dispatcher has maintained certification in EMD through an EMD certification organization approved by the Department. Each PSAP and each certified EMD resource shall provide to the Department such additional information as may be reasonably requested by the Department. The Department may inspect any PSAP to determine if it meets the requirements of 560 CMR 5.00. Each PSAP shall maintain, and shall make available to the Department for inspection, its books and records in a manner that will permit the department to determine whether the PSAP has complied with or is complying with the provisions of 560 CMR 5.00.