Operational procedure directives - nb 911 - 2009
Operating Procedures Directive
Section: A-1
Name: Introduction
Public Safety
"Working together to build a safer New Brunswick"
Operating Procedures Directive
TABLE OF CONTENTS
SECTIONS
Compliance
NB 9-1-1 Call Procedures
9-1-1 Caller to Public Safety Answering Point (PSAP)
PSAP Operator to Emergency Service Provider (ESP) Dispatcher
PSAP Unable to Contact Primary ESP
Multiple ESP Response
Multiple 9-1-1 Calls Reporting the Same Incident
Motor Vehicle Collisions (MVC)
PSAP Unable to Establish Verbal Communication with the Caller: Land Line
PSAP Unable to Establish Verbal Communication with the Caller: Cellular Calls
Non-Emergency 9-1-1 Calls
C-10 Out of Province PSAP Transfers to New Brunswick 9-1-1
C-11 PSAP Procedures for Outside Agencies
C-12 Speech and Hearing Impaired Callers
C-13 Air and Water Emergencies
C-14 Language Line Services
PSAP Responsibilities
Bilingual Requirements
Training Criteria for 9-1-1 Operators
PSAP to PSAP Communications
PSAP Data and Voice Recording
Backup PSAP Procedures
D-8 LOGIN Identification
D-9 PSAP Procedures to Maintain Dispatch
Operating Procedures Directive
Section: A-1
Name: Introduction
Public Safety
ESP Responsibilities
ESP Dispatcher to PSAP
ESP to PSAP Communication
ESP Response Area
ESP Procedures with Alarm Services
NB 9-1-1 Operations
NB 9-1-1 Data Access, Record Keeping and Reporting
NB 9-1-1 PSAP Audit
Incident Reporting to NB 9-1-1 Bureau
F-4 ESP Change Request
F-5 Test Call Procedure
F-6 Planned Emergency Exercises
Glossary of Terms
Appendix A Incident Report Form
Appendix B OPD Amendment Request Form
Appendix C Five (5) Rings Plus Report
Appendix D List of PSAP Dispatch Responsibilities
Appendix E Fire Service Enhanced Change Request Form
Appendix F Emergency Service Provider Change Request Form
Appendix G Regional Fire Dispatch Minimum Standards
Appendix H Notice of Planned Exercise
Operating Procedures Directive
Section: A-1
Name: Introduction
Public Safety
Introduction
In New Brunswick, 9-1-1 service is a province-wide telephone service for the reporting of
emergencies to emergency service providers through a public safety answering point.
The NB 9-1-1 Bureau is responsible for the administration of provincial 9-1-1 services
under the legislative authority of the Minister of Public Safety and the Emergency 911
Act. The NB 9-1-1 project began in October 1994 and was fully implemented in
September 1997 with border to border 9-1-1 service. At the time of implementation,
New Brunswick was the second jurisdiction in Canada, and fourth in North America to
establish a province or state-wide enhanced 9-1-1 system.
As a result of the 2005/06 regionalization of 9-1-1 call taking and call transfer services,
all provincial 9-1-1 services are now currently provided by six (6) municipal Public Safety
Answering Points (PSAPs):
Emergency services are provided by various police agencies, fire departments, ambulance services, and poison control. The purpose of the Operating Procedure Directives contained herein is to provide a standardized level of service to all citizens of New Brunswick. Developed in consultation with representation of PSAP and emergency service providers, they are intended to provide guidance in service delivery built on a foundation of safety and customer service. This document is published under the direction of the Director of NB 9-1-1 Bureau and under the authority of the Emergency 911 Act.
"Working together to build a safer New Brunswick"
Operating Procedures Directive
Section: A-1
Name: Introduction
Public Safety
PSAP Boundaries of New Brunswick
Operating Procedures Directive
Section: B-1
Name: Compliance
Public Safety
Compliance
The NB 9-1-1 Bureau depends on maintaining operational and technical
integrity at all times; it is expected that any discrepancy will be dealt with in the normal course of events through the incident reporting process. Incident Report Form (Appendix A).
The Public Safety Answering Points (PSAP) and Emergency Service
Providers (ESP) are responsible for operating in compliance with the NB 9-1-1 Operating Procedure Directives. Recommendations for improvements or amendments should be submitted to the OPD Review Committee using the form attached as OPD Amendment Request Form (Appendix B) to this document.
Failure to adhere with the criteria set out in the NB Operating Procedure
Directives will result in a written or verbal report outlining the discrepancy and necessary corrective actions.
Any person who violates or fails to comply with any provision of the
Regulation 96-104 commits an offense that is punishable under Part II of the Provincial Offenses Procedure Act as a category B Offense.
Operating Procedures Directive
Policy: C-1
Name: 9-1-1 Caller to PSAP
Public Safety
Subject:
9-1-1 Caller to Public Safety Answering Point
(PSAP)
All 9-1-1 calls shall be answered in both Official Languages. The caller shall have the choice to proceed in the official language of his/her choice.
Authority:
Official Languages Act
Emergency 911 Act
The PSAP Operator will:
Answer calls in both
Answer the NB 9-1-1 telephone line with a bilingual variation of
official languages
"Nine one-one, where is your emergency?
Neuf-un-un, où est votre urgence?"
Land Line
Land Line
Confirmation of
Confirm the Automatic Location Identifier (ALI) information
emergency's location
by asking for the emergency address and municipality if not already stated.
Note: Avoid stating the address information unless the
caller is unable to communicate the information clearly or the information conflicts with ALI.
Confirmation of telephone
Confirm the Automatic Number Indicator (ANI) information
by asking what number the person is calling from.
Identify emergency
Identify the nature of the emergency.
Identify Emergency
Identify the appropriate Emergency Service Providers
Service Providers
(ESPs) required. ESPs will be contacted in order of
priority based on the PSAP Operator's knowledge of the emergency as described by the caller.
Effective:
Modified:
Page: 1 / 7
Operating Procedures Directive
Policy: C-1
Name: 9-1-1 Caller to PSAP
Public Safety
Reverse ALI
If required, and the feature is available, a PSAP Operator may manually request an ALI record for any Land line or
fixed VoIP service, whether or not a 9-1-1 call is in progress.
Note: Access to ALI data is only permitted for immediate
9-1-1 calls or emergency situations that constitute an
immediate or imminent threat to life and public safety. ALI
data cannot be used for investigative and non 9-1-1
purposes. Any abuse of this feature shall be reported
to the NB 9-1-1 Bureau.
Note: VIP calls present the same as a Land Line call. The Class of call will display as "VIP", the ANI/ALI will display and hot keys can be used to complete the transfer. VIP calls do not have the ability to hold and ring back abandoned calls.
Confirm location and
Confirm the location and telephone number of the caller.
telephone number
Ask for the municipality
Ask the caller what municipality they are in or near.
Identify emergency
Identify the nature of the emergency.
Identify Emergency
Identify the appropriate Emergency Service Providers
Service Providers
(ESPs) required. ESPs will be contacted in order of
priority based on the PSAP Operator's knowledge of the emergency as described by the caller.
Use Cross –Reference
Complete the transfer to the appropriate ESP using the
Table to complete
Cross-Reference Table and/or electronic or paper maps
provided by NB 9-1-1 as a reference.
Effective:
Modified:
Page: 2 / 7
Operating Procedures Directive
Policy: C-1
Name: 9-1-1 Caller to PSAP
Public Safety
In the event the PSAP Operator requires help in
determining the emergency location, the PSAP Operator may contact another PSAP for their assistance but will not transfer the caller to the PSAP.
In Call Location Update
If required, and the feature is available, a PSAP Operator
may manually request an updated location for a wireless E9-1-1 call in progress.
Note: The ICLU feature has been designed so that a request can only be made by PSAPS once every 35 seconds.
Once a PSAP Operator transfers the caller to a Primary or
Secondary PSAP, the other PSAP becomes responsible to request additional ICLUs if required. When transferring to an ESP (with no ANI/ALI), the PSAP Operator, may choose to stay on the line to obtain updated location information for the ESP.
In the event that ICLU information does not provide
successful location results, the PSAP Operator can contact the Wireless Service Provider call trace centre as per telephone number found in OPD D-6.
Cellular Calls Originating
Cellular Calls Originating Outside of Province (Nova Scotia,
Outside of Province
Prince Edward Island, Maine, Quebec)
Confirm location and
Confirm the location and telephone number of the cellular
telephone number
Transfer call
Transfer the call to the appropriate outside agency as
identified in the Cross Reference Table.
T9-1-1 (Text with 9-1-1)
The PSAP Operator will:
Effective:
Modified:
Page: 3 / 7
Operating Procedures Directive
Policy: C-1
Name: 9-1-1 Caller to PSAP
Public Safety
Confirm Class of Service
Identify that the call is originating from a T9-1-1 registered
is showing TXE/TXF
individual (TXE/TXF).
Note: T9-1-1 calls will present the same as a Cellular call. The Class of service will display as "TXE" or "TXF", the
ANI/ALI will display and hot keys cannot be used to complete a transfer.
Launch the Agent511
Attempt to communicate with the caller by text message
application at the PSAP
using the Agent511 application at the PSAP.
Keep the line open to listen for background noise which
may be indicative of what is taking place.
Note: The Operator will still be able to communicate by voice if necessary.
Confirm location
Confirm the location of the incident.
Ask for the municipality
Ask the caller what municipality they are in or near.
Identify emergency
Identify the appropriate ESPs required. ESPs will be
contacted in order of priority based on the PSAP
Operator's knowledge of the emergency as described by the caller.
Retain the caller
Retain the TXE/TXF caller and communicate and relay all
relevant information received; the caller will not be transferred.
Contact the appropriate ESP using the Cross-Reference
Table and/or electronic or paper maps provided by NB 9-1-1 as a reference.
In the event the PSAP Operator requires help in
determining the emergency location, the PSAP Operator may contact another PSAP for their assistance but will not transfer the caller to the PSAP.
Effective:
Modified:
Page: 4 / 7
Operating Procedures Directive
Policy: C-1
Name: 9-1-1 Caller to PSAP
Public Safety
If unable to determine
If the PSAP Operator is unable to determine if an
nature of emergency
emergency exists, the Operator will pass on any available caller information to the police force having jurisdiction, indicating that a T9-1-1 call was received.
Relay additional pertinent
The PSAP Operator shall provide the cellular telephone
information to ESP
number, tower location, X, Y coordinates, and relay all observations to the ESP.
Note: Additional billing information is available from the appropriate wireless service provider if required.
VoIP (Voice over Internet
Protocol)
The PSAP Operator will:
Confirm location and
Speak to the caller and confirm the location of the
telephone number
Confirm the telephone number of the caller
Identify emergency
Identify the nature of the emergency
Identify Emergency
Identify the appropriate Emergency Service Providers
Service Providers
(ESPs) required. ESPs will be contacted in order of
priority based on the PSAP Operator's knowledge of the emergency as described by the caller.
Use Cross –Reference
Complete the manual transfer to the appropriate ESP
Table to complete
using the Cross-Reference Table and/or electronic or
paper maps provided by NB 9-1-1 as a reference.
Note: Hot Keys cannot be used to transfer a VoIP caller to Emergency Service Providers (ESPs).
Effective:
Modified:
Page: 5 / 7
Operating Procedures Directive
Policy: C-1
Name: 9-1-1 Caller to PSAP
Public Safety
In the event the PSAP Operator requires help in
determining the emergency location, the PSAP Operator may contact another PSAP for their assistance but will not transfer the caller to the PSAP.
If 9-1-1 caller is not on the line:
The VoIP Operator will:
Identify connection lost
Indicate to the PSAP operator that the call was either a
disconnect, or a hang up, and that a connection could not
be established.
Provide telephone
Provide the PSAP operator with the VoIP caller's
number and address
telephone number and registered service address.
The PSAP Operator will:
Call back
Call back the VoIP caller and determine the reason for the
Confirmation of
If contact is established confirm the emergency location,
emergency location
and upon determining the emergency, transfer the call to the appropriate ESP.
Non-emergency call or no
If the caller states that there is not an emergency, transfer
connection established
the call to the police force having jurisdiction.
If unable to establish a connection with the caller, contact
the police force having jurisdiction advising the address is the registered service address of a VoIP caller.
Related Policy: OPD C-2 PSAP Operator to Emergency Service Provider
(ESP) Dispatcher
OPD C-3 PSAP Unable to Contact Primary ESP
OPD C-4 Multiple ESP Response OPD C-5 Multiple 9-1-1 Calls Reporting the Same Incident OPD C-6 Motor Vehicle Collisions (MVC) OPD C-7 PSAP Unable to Establish Verbal Communication
with the Caller: Land Line
Effective:
Modified:
Page: 6 / 7
Operating Procedures Directive
Policy: C-1
Name: 9-1-1 Caller to PSAP
Public Safety
OPD C-8 PSAP Unable to Establish Verbal Communication
with the Caller: Cellular Calls
OPD C-9 Non-Emergency 9-1-1 Calls OPD C-10 Out of Province PSAP Transfers to New Brunswick
OPD C-11 PSAP Procedures for Outside Agencies OPD C-12 Speech and Hearing Impaired Callers OPD D-1 Bilingual Requirements OPD D-6 PSAP Telephone Trouble Reporting OPD E-2 ESP Dispatcher to PSAP
Effective:
Modified:
Page: 7 / 7
Operating Procedures Directive
Policy: C-2
Name: PSAP Operator to
Public Safety
Subject:
PSAP Operator to Emergency Service
Provider (ESP) Dispatcher
The PSAP shall transfer the call to the ESP(s) and relay all pertinent information. A PSAP does not have authority to cancel, upgrade or downgrade any emergency service provider.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Communicate transfer
Communicate to the caller that the call is being transferred.
Transfer call
Transfer the call to the ESP dispatcher.
Identify PSAP
Identify oneself to the ESP as the PSAP.
Communicate
Communicate the nature and the location of the
emergency location and
emergency, including the municipality name and the
telephone number
appropriate call back number. The ESP dispatcher is to identify to the PSAP if the ESP is not the appropriate
Note: When the call is transferred to MCMC and RCMP "J" Division, confirm that the ANI / ALI has been delivered and indicate that it has been verified.
Communicate other
Communicate other pertinent information obtained.
information
Communicate ESP's
Communicate to the ESP that other ESPs have been or will
Confirm caller's
Communicate to the caller that they are now connected to
connection to ESP
Effective:
Modified:
Operating Procedures Directive
Policy: C-2
Name: PSAP Operator to
Public Safety
No Caller
If there is no caller, the PSAP will explain the situation to
Disconnect from caller
Once the ESP and the caller are talking, the Operator will
Note: At this point, the call becomes the responsibility of the ESP. In some instances, it might be necessary for the Operator to monitor the call silently to ensure that all required information is transferred prior to disconnecting.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-3 PSAP Unable to Contact Primary ESP OPD C-4 Multiple ESP Response OPD C-5 Multiple 9-1-1 Calls Reporting the Same Incident OPD C-6 Motor Vehicle Collisions (MVC) OPD C-10 Out of Province PSAP Transfers to New Brunswick
OPD C-11 PSAP Procedures for Outside Agencies OPD E-1 ESP Compliance OPD E-2 ESP Dispatcher to PSAP OPD E-3 ESP to PSAP Communication OPD E-4 ESP Response Area
Effective:
Modified:
Operating Procedures Directive
Policy: C-3
Name: PSAP Unable to
Public Safety
Subject:
PSAP Unable to Contact Primary ESP
In the event the PSAP cannot reach the Primary ESP, the call shall be transferred to the designated Backup ESP.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Try to contact Primary
Attempt to reach the Primary ESP allowing for five rings.
Manually transfer call
For RCMP "J" Division and MCMC there is no backup, stay
on the line for approximately 1 minute (10 rings). If the
ESP has not answered, the PSAP Operator will keep the caller on the line, by pressing the transfer key, while another Operator attempts to reach RCMP "J" Division or MCMC via an alternate or backup line. Fill out a Five (5) Rings Plus Report (Appendix C) if more than 5 rings.
For all other ESPs, after five rings, manually transfer the
caller to the designated Backup ESP using the ESP Cross-Reference Table. If unable to establish contact with the primary ESP, fill out an Incident Report Form (Appendix A) and send to the NB 9-1-1 Bureau.
Identify situation to
Identify to the Backup ESP that they have been called in
Backup ESP
place of the Primary ESP (reference OPD E-2 ESP Dispatcher to PSAP).
Effective:
Modified:
Operating Procedures Directive
Policy: C-3
Name: PSAP Unable to
Public Safety
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-3 PSAP Unable to Contact Primary ESP OPD C-4 Multiple ESP Response OPD C-5 Multiple 9-1-1 Calls Reporting the Same Incident OPD C-6 Motor Vehicle Collisions (MVC) OPD C-7 PSAP Unable to Establish Verbal Communication with
the Caller: Land Line
OPD C-8 PSAP Unable to Establish Verbal Communication with
the Caller: Cellular Calls
OPD C-11 PSAP Procedures for Outside Agencies OPD E-1 ESP Compliance OPD E-2 ESP Dispatcher to PSAP OPD E-3 ESP to PSAP Communication OPD F-3 Incident Reporting to NB 9-1-1 Bureau
Effective:
Modified:
Operating Procedures Directive
Policy: C-4
Name: Multiple ESP
Public Safety
Subject:
Multiple ESP Response
The PSAP is responsible to notify all required ESPs.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Contact Primary ESP
Contact the ESP of primary importance first.
Communicate pertinent
Communicate all pertinent emergency information.
information
Communicate that other
Communicate to the ESP that the other ESPs have been or
ESPs will be contacted
will be contacted.
Contact remaining ESPs
Contact the remaining ESPs required and inform them of
other ESPs that have been or will be contacted.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-3 PSAP Unable to Contact Primary ESP OPD C-5 Multiple 9-1-1 Calls Reporting the Same Incident OPD C-6 Motor Vehicle Collisions (MVC) OPD C-11 PSAP Procedures for Outside Agencies OPD E-2 ESP Dispatcher to PSAP OPD E-3 ESP to PSAP Communication OPD E-4 ESP Response Area
Effective:
Modified:
Operating Procedures Directive
Policy: C-5
Name: Multiple 9-1-1 Calls
Reporting the Same
Public Safety
Subject:
Multiple 9-1-1 Calls Reporting the Same
Incident
The PSAP shall communicate all appropriate details to the ESP, updating them if further pertinent information is reported.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Verify for additional
Confirm the caller is reporting the same incident.
Information
Identify appropriate
Identify the appropriate call details including additional
details for ESP
pertinent information.
Relay additional
Relay any further pertinent information to the ESP either by
pertinent information to
transferring the caller to the ESP dispatcher or by informing
the ESP dispatcher.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
Effective:
Modified:
Operating Procedures Directive
Policy: C-6
Name: Motor Vehicle Collisions
Public Safety
Subject:
Motor Vehicle Collision (MVC)
The PSAP is responsible to notify all required ESPs.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Transfer to primary ESP
Transfer the call to the ESP dispatcher of primary
importance.
Contact Ambulance
Contact the ambulance ESP if the caller identifies
keywords such as: ambulance, bleeding, hurt, injury, flipped or rolled over, trapped, vehicle in water, airbags deployed.
Contact Fire
Contact the fire ESP if the caller identifies keywords such
as: smoke, fire, flipped or rolled over, trapped, vehicle in water, airbags deployed, spill, chemicals, dangerous goods.
X_ Identifier
The fire departments that opt to carry the Flag Identifier, X_
as it appears in the Cross Reference Table, will receive all calls to motor vehicle collisions when the caller reports injuries, whether other fire related keywords are mentioned or not.
Contact Police
Contact police for all motor vehicle collisions.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-3 PSAP Unable to Contact Primary ESP OPD C-4 Multiple ESP Response OPD E-3 ESP to PSAP Communication OPD E-4 ESP Response Area
Effective:
Modified:
Page: 1 / 1
Operating Procedures Directive
Policy: C-7
Name: PSAP Unable to Establish
Verbal Communication with
Public Safety
the Caller: Land Line
Subject:
PSAP Unable to Establish Verbal
Communication with the Caller: Land Line
The PSAP shall attempt to make contact with the caller to identify the nature of the emergency.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Line Open
Attempt to use ring back feature (off hook).
Transfer to the police force having jurisdiction and provide
ANI/ ALI information indicating that a 9-1-1 call was
received, the line is open, no caller on the line, and relay observations.
Attempt to re-establish connection using the ring back
If connection is established, confirm the ALI, and upon
determining the emergency, transfer the call to the appropriate ESP.
If the caller states that there is not an emergency, transfer
the call to the police force having jurisdiction.
If unable to establish a connection with the caller, contact
the police force having jurisdiction and provide ANI/ALI information.
Effective:
Modified:
Operating Procedures Directive
Policy: C-7
Name: PSAP Unable to Establish
Verbal Communication with
Public Safety
the Caller: Land Line
Abandoned (missed)
Abandoned (missed) Calls:
Monitor PSAP abandoned call activity via the E9-1-1 Call
Log to ensure all abandoned calls are identified.
If an abandoned call has not been logged on the E9-1-1
Call Log, and the Operator suspects that there is an abandoned call, the PSAP Operator is to contact the SMC.
Call back the caller and determine the reason for the initial
If contact is established, confirm ALI, and upon determining
the emergency, transfer the call to the appropriate ESP.
If the caller states that there is not an emergency, transfer
the call to the police force having jurisdiction.
If unable to establish a connection with the caller, contact
the police force having jurisdiction and provide ANI/ALI information.
Perform a Call Trace
Perform a Call Trace
Attempt to perform a call trace for all above scenarios if
there is no ANI/ ALI.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP to ESP Dispatcher OPD C-8 PSAP Unable to Establish Verbal Communication:
OPD D-6 PSAP Telephone Trouble Reporting OPD E-2 ESP Dispatcher to PSAP
Effective:
Modified:
Operating Procedures Directive
Policy: C-8
Name: PSAP Unable to Establish
Verbal Communication with
Public Safety
the Caller: Cellular Calls
Subject:
PSAP Unable to Establish Verbal
Communication with the Caller: Cellular Calls
The PSAP shall attempt to make contact with the caller to identify the nature of the emergency.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Line Open
Attempt to determine if an emergency or potential
emergency exists.
If contact is established and an emergency is identified the
Operator will obtain the telephone number and location, and transfer the call to the appropriate ESP.
If contact is not established and the cellular telephone
number is presented at the PSAP, attempt to call back the cellular telephone.
If unable to establish a connection with the cellular caller,
and the Operator suspects an emergency, the Operator will pass on any available caller information to the police force having jurisdiction, indicating that a 9-1-1 call was received, provide cellular telephone number, tower location, and relay observations. Information is available from E 9-1-1 Call Log and additional billing information is available from Bell Aliant SMC.
For basic 9-1-1 cellular the Operator will not have the
benefit of a cellular telephone number. Therefore no further action can be taken from the PSAP and the call must be dismissed.
Effective:
Modified:
Page: 1 / 3
Operating Procedures Directive
Policy: C-8
Name: PSAP Unable to Establish
Verbal Communication with
Public Safety
the Caller: Cellular Calls
Where the cellular telephone number is presented at the
PSAP, attempt to call back that cellular telephone to
determine if an emergency or potential emergency exists.
If contact is established and an emergency is identified the
Operator will determine the emergency location, and
transfer the call to the appropriate ESP.
If unable to establish a connection with the cellular caller,
and no emergency is suspected, no further action need be
taken from the PSAP and the call can be dismissed.
If unable to establish a connection with the cellular caller,
and the Operator suspects an emergency, the Operator will pass on any available caller information to the police force
having jurisdiction, indicating that a 9-1-1 call was received, provide cellular telephone number, tower location, and
relay observations. Information is available from E 9-1-1 Call Log and additional billing information is available from
Bell Aliant SMC.
For basic 9-1-1 cellular the Operator will not have the
benefit of a cellular telephone number. Therefore no
further action can be taken from the PSAP and the call must be dismissed.
Abandoned (missed)
Abandoned (missed) Calls:
Monitor PSAP activity via the E9-1-1 Call Log to ensure
abandoned calls are identified.
Where the cellular telephone number is presented at the
PSAP on the E9-1-1 Call Log, attempt to call back that cellular telephone to determine if an emergency or potential emergency exists.
Effective:
Modified:
Page: 2 / 3
Operating Procedures Directive
Policy: C-8
Name: PSAP Unable to Establish
Verbal Communication with
Public Safety
the Caller: Cellular Calls
If contact is established and an emergency is identified the
Operator will determine the emergency location, and transfer the call to the appropriate ESP.
For basic 9-1-1 cellular the Operator will not have the
benefit of a cellular telephone number. Therefore no further action can be taken from the PSAP and the call must be dismissed.
Perform a Call Trace
Perform a Call Trace
Attempt to perform a call trace for all above scenarios if an
emergency is suspected.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-7 PSAP Unable to Establish Verbal Communication with
the Caller: Land Line
OPD E-2 ESP Dispatcher to PSAP
Effective:
Modified:
Page: 3 / 3
Operating Procedures Directive
Policy: C-9
Name: Non-Emergency
Public Safety
Subject:
Non-Emergency 9-1-1 Calls
The PSAP Operator, when processing non-emergency 9-1-1 calls and in order to provide appropriate customer service, shall use his or her own judgment in transferring or disconnecting the call.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Non-Emergency Calls
Non-Emergency Calls
If a call is not an emergency but still requires ESP assistance:
Advise the caller that this is not an emergency.
Provide the caller with a correct telephone number if
Transfer call if required.
Nuisance Calls
If a call is not an emergency and does not require ESP assistance:
Advise the caller that 9-1-1 is for emergencies.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
Effective:
Modified:
Operating Procedures Directive
Policy: C-9
Name: Non-Emergency
Public Safety
9-1-1 call is received
PSAP identifies nature and
location of call
Advise the caller that
emergencies only
Advise that this is not an
Provide the correct number,
Transfer caller, if required
Effective:
Modified:
Operating Procedures Directive
Policy: C-10
Name: Out of Province PSAP
Transfers to New
Public Safety
Subject:
Out of Province PSAP Transfers to New
Brunswick 9-1-1
In the Province of New Brunswick one PSAP shall be identified as the central point of contact for emergency calls transferred from outside the province. Bordering provinces and states shall be provided the contact telephone number for the PSAP agency identified as the central point of contact. Currently the Fredericton PSAP has been identified as the central point of contact for New
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Accept Call
Accept the call from the out of province PSAP.
Obtain information
Obtain all pertinent information.
Process call
Process the call using the Cross Reference Table if
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-3 PSAP Unable to Contact Primary ESP OPD C-4 Multiple ESP Response OPD C-5 Multiple 9-1-1 Calls Reporting the Same Incident OPD C-6 Motor Vehicle Collisions (MVC) OPD C-11 PSAP Procedures for Outside Agencies OPD E-1 ESP Compliance OPD E-3 ESP to PSAP Communication OPD E-4 ESP Response Area
Effective:
Modified:
Operating Procedures Directive
Policy: C-11
Name: PSAP Procedures
for Outside Agencies
Public Safety
Subject:
PSAP Procedures for Outside Agencies
The PSAP shall contact the appropriate outside agency who will respond as required.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Natural Resources
Department of Natural Resources emergencies:
Emergency
Notify police agency of jurisdiction if a dead animal poses a
traffic hazard and/or is involved in a motor vehicle collision.
If an animal poses a threat, transfer the caller to the police
agency of jurisdiction.
Non-Emergency
If a large dead animal is reported on any street, road or
highway, and it does not pose a traffic hazard:
o Advise the caller that this is not an emergency.
o Provide the caller with the number for the Department
of Natural Resources 506-453-2345 or local number if known.
Note: This number is answered in Fredericton but will be transferred to the appropriate region if required. The number is answered by PMCC after hours.
o Transfer call if required.
Effective:
Modified:
Page: 1 / 5
Operating Procedures Directive
Policy: C-11
Name: PSAP Procedures
for Outside Agencies
Public Safety
Note: Department of Natural Resources is
responsible for large game, i.e. moose, deer and bear.
Forest / Grass Fire
Forest / Grass Fire
Notify fire department of jurisdiction (see also E-1).
Notify Department of Natural Resources (DNR) via PMCC
radio or telephone 506-453-2345 if fire is reported to involve wooded areas outside city or town limits at the time of the
o Advise Department of Natural Resources that the Fire
Department has been contacted.
Power or electrical emergencies:
Notify primary ESPs if an urgent electrical problem is
identified during the initial call (e.g. lines down, broken electrical pole, transformer fire).
Notify NB Power at 1-800-442-4424.
Note: NB Power provides emergency response 24/7 and may be required for the safety of responding ESPs.
Confederation Bridge
Confederation Bridge emergencies:
Transfer all calls for accidents or emergencies at any point
on the Confederation Bridge between New Brunswick and Prince Edward Island to the designated PSAP at (506) 444-7278.
Note: Listed in Cross Reference Table under "Confederation Bridge."
Effective:
Modified:
Page: 2 / 5
Operating Procedures Directive
Policy: C-11
Name: PSAP Procedures
for Outside Agencies
Public Safety
Natural Gas Pipeline
Natural Gas Pipeline emergencies
Notify all appropriate ESPs.
If known, contact the local / involved gas provider first.
Notify all of the remaining Natural Gas Pipeline companies if
they provide service in the area and/or provider is unknown:
Brunswick Pipeline
Enbridge Gas New Brunswick
Maritimes and Northeast Pipeline
Point Lepreau
Point Lepreau Generating Station
If a fire related call originates from Point Lepreau Generating
Station notify the primary ESP and Saint John Fire Department for all calls.
Suspicious Letter or
Suspicious Letter or Package
Transfer the call to the appropriate police force of jurisdiction.
Indicate that a potentially contaminated package has been
Off-Road Enforcement
Off-Road complaints or emergencies:
Identify emergency
If an incident is reported in a remote / off-road area notify the
and ESPs required
appropriate ESPs.
The Off-Road Vehicle Enforcement (ORVE) Unit is a
resource that may respond to assist in remote / off-road areas as required by ESPs for situations such as an off-road
Effective:
Modified:
Page: 3 / 5
Operating Procedures Directive
Policy: C-11
Name: PSAP Procedures
for Outside Agencies
Public Safety
accident, missing persons, etc.
Note: ESPs have access to ORVE unit resources via PMCC as required.
Non Emergency Calls
For calls that do not require ESP response, provide the
ORVE unit's toll free number 1-877-449-2244 and disconnect.
Note: 1-877-449-2244 is answered from Monday to Friday 8:15 a.m. to 4:30 p.m.
Road Debris
Road and Highway Debris:
Non Emergency Calls
When debris is identified as a traffic hazard, transfer the
caller to the police force having jurisdiction.
When no traffic hazard is determined, either transfer or refer
the caller to the Department of Transportation, the company responsible for highway maintenance or the local municipality, as applicable.
Brun-Way
Highway 2 - Quebec to Fredericton; Highway 95 - Woodstock to US Border.
Gateway Operations
Highway 1 - St. Stephen to River Glade, excluding Saint John Harbour Bridge
Note: Department of Transportation maintains the Saint John Harbour Bridge.
Related Policy:
OPD C-1 PSAP 9-1-1 Caller to Public Safety Answering Point
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-4 Multiple ESP Response
Effective:
Modified:
Page: 4 / 5
Operating Procedures Directive
Policy: C-11
Name: PSAP Procedures
for Outside Agencies
Public Safety
OPD C-9 Non-Emergency 9-1-1 Calls
OPD E-1 ESP Compliance
Effective:
Modified:
Page: 5 / 5
Operating Procedures Directive
Policy: C-12
Name: Speech and Hearing
Impaired Callers
Public Safety
Subject:
Speech and Hearing Impaired Callers
The PSAP shall provide 9-1-1 service to speech and hearing impaired callers.
Authority:
Emergency 911 Act
Procedure:
The PSAP Operator will:
Communicate with
Provide bilingual 9-1-1 service to speech and hearing impaired
callers using
callers using Text Telephone (TTY-TDD) or Text with 9-1-1
TTY/TDD/T9-1-1
(T9-1-1) when required.
equipment
Communicate with
Identify that the call is originating from a TTY/TDD machine.
TTY/TDD equipment
Document ANI/ALI
Document ANI/ALI information prior to transferring to the
TTY/TDD equipment as not all TTY/TDD machines accept
Transferring call
Transfer call to TTY/TDD equipment to communicate with
the speech and hearing impaired.
Confirmation of
Confirm the Automatic Location Identifier (ALI) information
emergency's location
by asking for the emergency address and municipality if not already stated.
Confirmation of
Confirm the Automatic Number Indicator (ANI) information
telephone number
by asking what number the person is calling from.
Identify emergency
Identify the nature of the emergency.
Retain TTY/TDD Caller
Retain the TTY/TDD caller, the caller will not be transferred
Effective:
Modified:
Operating Procedures Directive
Policy: C-12
Name: Speech and Hearing
Impaired Callers
Public Safety
Communicate the
Communicate the emergency directly to the ESP.
emergency
Contact the ESP
Contact the ESP dispatcher, identify oneself to the ESP as
Identify Emergency
Advise the ESP dispatcher that the PSAP has a TTY/TDD
Service Providers
caller on the line.
Communicate the
Communicate the emergency, emergency location identifier
emergency information
(ALI), including the municipality name and automatic number indicator (ANI).
May be required to stay on the line for the duration of the
call to act as interpreter and relay all relevant information.
T9-1-1 (Text with 9-1-1)
Confirm Class of
Identify that the call is originating from a T9-1-1 registered
Service is showing
individual (TXE/TXF).
Note: T9-1-1 calls present the same as a Cellular Call. The
Class of Service will display as "TXE" or "TXF". Hot keys cannot be used to complete a transfer.
Launch the Agent511
Attempt to communicate with the caller by text message
application at the PSAP
using the Agent511 application at the PSAP.
Keep the line open to listen for background noise which
may be indicative of what is taking place.
Note: The Operator will still be able to communicate by voice if necessary.
Confirm location
Confirm the location of the incident.
Effective:
Modified:
Operating Procedures Directive
Policy: C-12
Name: Speech and Hearing
Impaired Callers
Public Safety
Ask for the municipality
Ask the caller what municipality they are in or near.
Identify emergency
Identify the nature of the emergency.
Identify the appropriate ESPs required. ESPs will be
contacted in order of priority based on the PSAP Operator's Knowledge of the emergency as described by the caller.
Retain the caller
Retain the TXE/TXF caller and communicate and relay all
relevant information received; the caller will not be
Contact the appropriate ESP using the Cross-Reference
Table and/or electronic or paper maps provided by NB 9-1-1 as a reference.
In the event the PSAP Operator requires help in
determining the emergency location, the PSAP Operator may contact another PSAP for their assistance but will not transfer the caller to the PSAP.
If unable to determine
If the PSAP Operator is unable to determine if an
nature of emergency
emergency exists, the Operator will pass on any available caller information to the police force having jurisdiction
indicating that a T9-1-1 call was received.
Relay additional
The PSAP Operator shall provide the cellular telephone
pertinent information to
number, tower location, X, Y coordinates, and relay all
observations to the ESP.
Note: Additional billing information is available from the appropriate wireless service provider if required.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-3 PSAP Unable to Contact Primary ESP OPD C-4 Multiple ESP Response OPD C-5 Multiple 9-1-1 Calls Reporting the Same Incident OPD C-6 Motor Vehicle Collisions (MVC)
Effective:
Modified:
Operating Procedures Directive
Policy: C-12
Name: Speech and Hearing
Impaired Callers
Public Safety
OPD C-11 PSAP Procedures for Outside Agencies OPD E-2 ESP Dispatcher to PSAP
Effective:
Modified:
Operating Procedures Directive
Policy: C-12
Name: Speech and Hearing
Impaired Callers
Public Safety
Text Telephone Job Aid
Identifying TTY/TDD Calls
If you receive a call with no response, ALWAYS check to see if it is a TDD call.
There are three ways to identify a TTY/TDD call:
Electronic beeping
A taped message announcing the call
TTY/TDD Abbreviations
Some common abbreviations that TDD callers may use:
Go Ahead (always used to indicate the end of a message)
The statement was a question
SK ou SKSK
Stop Keying (end of conversation)
As soon as possible
Effective:
Modified:
Operating Procedures Directive
Policy: C-12
Name: Speech and Hearing
Impaired Callers
Public Safety
Always answer a TTY/TDD – "911 GA" Always type GA at the end of your message or Q if it is a question When ending the call one party will type GA SK, meaning they are ready to hang
up. The other party will type SKSK if they are also ready to hang up
Keep your communication short and to the point to help avoid confusion English grammatical punctuation is not used Take and review notes, if possible, during the call Ask clarifying questions Always verify address and phone number especially if caller is using a relay
Look for meaning rather than grammatical perfection If the message you receive is garbled, inform the caller and ask them to repeat -
possibly misplaced hand position.
Remember, communication between you and the caller can only go in one
direction at a time—you may take turns sending and receiving.
Effective:
Modified:
Operating Procedures Directive
Policy: C-12
Name: Speech and Hearing
Impaired Callers
Public Safety
Text with 9-1-1 Job Aid
Identifying T9-1-1 Calls If you receive a call with no response, ALWAYS check to see if it is a T9-1-1 call. To identify a T9-1-1 call:
Class of Service will display TXE or TXF
SMS Abbreviations Some common abbreviations that T9-1-1 callers may use: 2 to/too 4 for B be C see I eye R are U you Y why T9-1-1 Tips
TXE and TXF Class of Service indicates the caller is a registered T9-1-1 user
Always answer a T9-1-1- "911 Where is your emergency"
Keep the line open to listen for background noise
Keep your communication short and to the point to help avoid confusion
Text messages should be brief and concise
Text abbreviations and slang should never be used so that the intent of the dialog
can be as clear as possible
Ask clarifying questions
Always verify the location of the emergency with the caller
If the message you receive is garbled, inform the caller and ask them to repeat-
Effective:
Modified:
Operating Procedures Directive
Policy: C-13
Name: Air and Water
Public Safety
Subject:
Air and Water Emergencies
The PSAP shall contact the Joint Rescue Coordination Centre (JRCC) in the event of air or water emergencies.
Authority:
Emergency 911 Act
The PSAP Operator will:
Air Emergencies
Air Emergency:
Examples: Aircraft
Transfer the caller to the Joint Rescue Coordination Centre
crash, flying low, engine
(JRCC) at 1-800-565-1582.
trouble or hi-jacking, missing or overdue
o Operator may stay on the line for clarification.
Notify all appropriate ESPs.
o JRCC will contact PSAP if additional ESPs are required.
Water Emergencies
Water Emergencies:
Examples: Boat crash,
Transfer the caller to the Joint Rescue Coordination Centre
capsize, sinking, in
(JRCC) at 1-800-565-1582.
distress, requiring assistance, missing or overdue, person
o Operator may stay on the line for clarification.
overboard or missing from boat
Notify all appropriate ESPs.
o JRCC will contact PSAP if additional ESPs are required.
Effective:
July 2008 Modified:
P age: 1 / 3
Operating Procedures Directive
Policy: C-13
Name: Air and Water
Public Safety
JRCC Areas of
JRCC is responsible for all open water, i.e. salt water bodies
Responsibility
including:
o Bay of Chaleur o Bay of Fundy o Northumberland Strait o Etc.
JRCC is also responsible for the following waterways:
o Saint John River (to Fredericton) o Memramcook River o Oromocto River o Petitcodiac River o St. Croix River o Kennebecasis River o Grand Lake o Maquapit Lake o Washdemoak Lake
Note: JRCC may be responsible for other waterways in New Brunswick. When in doubt, contact JRCC at 1-800-565-1582.
Other Inland Waterways
Inland Waterways emergency (excludes those listed above):
Transfer the call to the appropriate police jurisdiction.
Notify all appropriate ESPs.
Medical Assistance or
Medical Assistance or Advice Required Aboard Vessel:
Advice Required Aboard Vessel
JRCC will manage all requests for medical assistance or
medical advice onboard a vessel.
Transfer call to JRCC at 1-800-565-1582.
Advise MCMC that JRCC has been transferred a call of this
Effective:
July 2008 Modified:
P age: 2 / 3
Operating Procedures Directive
Policy: C-13
Name: Air and Water
Public Safety
Near-shore
Near-shore Emergencies
Emergencies
People missing or in
Transfer call to ESP dispatcher.
distress near shore
o Advise ESP that other ESPs have or will be contacted.
Notify JRCC at 1-800-565-1582, request assistance as
o Contact JRCC with updates and/or requests for further
assistance as required.
Note: Contact local Canadian Coast Guard (including Fundy Traffic) only as directed by JRCC.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-4 Multiple ESP Response
OPD C-11 PSAP Procedures for Outside Agencies
Effective:
July 2008 Modified:
P age: 3 / 3
Operating Procedures Directive
Policy: C-14
Name: Language Line
Public Safety
Subject:
Language Line Services
The PSAP shall provide 9-1-1 service to callers in both official languages. In cases where callers are not able to communicate in either English or French, the operator shall use the Language Line Service (LLS) .
Authority:
Emergency 911 Act
The PSAP Operator will:
Identify need
Upon identifying that the caller speaks a language other
than French or English.
Conference caller
Conference caller to Language Line Services at 1-800-
Enter PSAP Account ID
Using the prompts, provide the New Brunswick Language
Line account number 958003 and the PSAP ID.
Fredericton PSAP
Effective:
May 2009 Modified:
Page: 1 / 3
Operating Procedures Directive
Policy: C-14
Name: Language Line
Public Safety
Select known language
Use the Language Line Service interactive voice response
system to select the caller's language if known.
When language is
o If unknown, say "Help" and you will be transferred to
someone who can help identify the language spoken.
Track the interpreter ID
Note the interpreter's ID# in case a call back is required.
(i.e.: you are disconnected)
Identify yourself
Identify yourself once connected.
Ex: "This is _ 9-1-1 PSAP."
Summarize the
Summarize situation for the interpreter.
emergency
Connect and stay on the
Connect the caller with the interpreter and remain on the
Via the interpreter
Speak to the interpreter as if they are the caller.
respond to the emergency and confirm
e.g. "Where is your emergency?" not "Ask them to
the callers information
tell you where they are."
according to OPDs.
Combine questions if possible.
e.g. "What is your phone number? What municipality is your emergency in?" not "What is your phone number?" and "What is your address?"
Allow time for the interpreter to relay questions and
PSAP operator will maintain the call by communicating all
pertinent information to ESPs.
Note: Do not attempt to transfer the call; the interpreter will be disconnected.
Effective:
May 2009 Modified:
Page: 2 / 3
Operating Procedures Directive
Policy: C-14
Name: Language Line
Public Safety
If you are disconnected
The interpreter will call your PSAP's back-door number
provided in the contract.
If you do not receive a call back within 60 seconds, call
Language Line Services (LLS) and provide interpreter ID# noted during first call.
To end call
Say "Thank you, End of Call" to the interpreter when the
call is completed.
Language Line Services
To hear a recorded demonstration of over-the-phone
(LLS) Demo / Training
interpretation, call the demonstration line at 1-800-996-8808, or visi
Refer to the LLS ‘Quick Reference Guide (QRG).
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
OPD D-1 Bilingual Requirements
Effective:
May 2009 Modified:
Page: 3 / 3
Operating Procedures Directive
Policy: D-1
Name: Bilingual
Public Safety
Subject:
Bilingual Requirements
The PSAP shall have bilingual capability twenty four (24) hours per day, seven (7) days per week. The minimum level of bilingual capability is the Provincial Intermediate (2+) standard.
Authority:
Official Languages Act
Emergency 911 Act
Procedure:
The PSAP Operator will:
When ESP cannot
Remain on the line and facilitate communication if an
communicate in caller's
Emergency Service Provider cannot communicate with the
caller in their language.
Language Line
Utilize the Language Line Service to assist with any
language other than the official languages when required.
Related Policy: OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
Effective:
Modified:
Operating Procedures Directive
Policy: D-2
Name: Training Criteria for
Public Safety
Subject:
Training Criteria for 9-1-1 Operators
The PSAP Operators shall be trained on all necessary equipment to process 9-1-1 calls as per the NB 9-1-1 Operating Procedures Directives (OPDs).
Authority:
Emergency 911 Act
The PSAP management will:
Provide standardized
Provide standardized training to all PSAP Operators.
New hires
Notify the NB 9-1-1 Bureau when new staff have been hired
and have successfully completed training as per this policy.
Related Policy:
Effective:
Modified:
Operating Procedures Directive
Policy: D-3
Name: PSAP to PSAP
Public Safety
Subject:
PSAP to PSAP Communications
All PSAPs shall have dedicated non-emergency telephone lines for PSAP to PSAP communications.
Authority:
Emergency 911 Act
When to use lines
These lines will be used primarily for notification of PSAP
shutdown and for other emergency needs.
Priority line
Any call received over the PSAP to PSAP line is handled as
Related Policy:
Effective:
Modified:
Operating Procedures Directive
Policy: D-4
Name: PSAP Data and
Voice Recordings
Public Safety
Subject:
PSAP Data and Voice Recordings
The PSAP shall record all 9-1-1 calls, store related data, and be prepared to produce a duplicate recording and associated data of specific calls.
Authority:
Emergency 911 Act
Procedure:
The management of the PSAP will:
Prepare, upon written request, duplicate recordings of
specific calls when operationally justified.
Prepare, upon written request, data when operationally
Accept requests for recordings and/or data from 9-1-1
stakeholders such as the NB 9-1-1 Bureau, PSAPs, and ESPs.
Maintain the 9-1-1 computer data and voice recordings for a
minimum of two years.
Related Policy:
Effective:
Modified:
Operating Procedures Directive
Policy: D-5
Name: Backup PSAP
Public Safety
Subject:
PSAP Backup Procedures
The PSAP shall have a backup contingency plan to implement when required, to ensure continued 9-1-1 service.
Authority:
Emergency 911 Act
Procedure:
Primary PSAP
The Primary PSAP will:
Notify Backup need to
Upon identifying the need to suspend 9-1-1 call taking,
shut down
notify the Backup PSAP of the nature and status of the situation.
Primary Backup
PSAP
Press Night Service Key
Press the Night Service key (excluding Saint John PSAP)
to route all 9-1-1 calls to the designated Backup PSAP.
Note: Saint John PSAP will press the Make Busy key on all 9-1-1 sets.
Notify the backup PSAP, MCMC, and RCMP "J" Division,
when applicable, of any alternate contact numbers to be used for dispatch of ESPs for which the primary PSAP is responsible.
Effective:
Modified:
Operating Procedures Directive
Policy: D-5
Name: Backup PSAP
Public Safety
Note: Refer to List of PSAP Dispatch Responsibilities (Appendix D). List to be provided by the NB 9-1-1 Bureau and reviewed quarterly by the PSAP Management Committee.
Notify the NB 9-1-1 Bureau as per OPD D-7 delayed
Backup PSAP
The Backup PSAP will:
Take 9-1-1 calls
Assume responsibility for 9-1-1 call taking from the primary
Transfer calls
Transfer calls to the appropriate ESPs.
Notify the secondary backup PSAP on nature and status of
Primary PSAP
The Primary PSAP will:
Provide dispatch service
Provide continuous dispatch service using alternate backup
equipment when required.
Resume 9-1-1 service
When able to resume 9-1-1 service to the Primary PSAP,
this PSAP will open up the queue, and resume answering 9-1-1 calls.
Planned Maintenance
Planned Maintenance
The PSAP will:
Notify backup
Notify the Backup PSAP and the NB 9-1-1 Bureau of the
planned maintenance 48 hours prior to shut down. The PSAP will engage backup procedures and continue with dispatch functions remotely.
Related Policy: OPD D-7 Department of Public Safety Notification Criteria for
Effective:
Modified:
Operating Procedures Directive
Policy: D-8
Name: LOGIN
Public Safety
LOGIN Identification
All 9-1-1 operators shall be assigned a unique LOGIN identification number to log on to the 9-1-1 Automatic Call Distribution (ACD) telephone system.
Authority:
Emergency 9-1-1 Act
The PSAP Manager will:
Request LOGIN IDs
Contact the NB 9-1-1 Bureau to request a unique LOGIN ID
for any new employee and provide:
o Employment status (i.e. trainee, regular employee)
Notify of status change
Notify the NB 9-1-1 Bureau when an employee has
completed 9-1-1 operator training.
Advise the NB 9-1-1 Bureau when any employee's status
changes, including vacancies.
The NB 9-1-1 Bureau will:
Maintain and control a master list of LOGIN IDs with a
limited number for each PSAP.
Assign new numbers drawing from each PSAPs "pool" of
LOGIN IDs first.
Request new numbers
Request new numbers from the Bell Aliant 9-1-1 Service
Manager and the Bell Aliant Enterprise Applications
Support Specialist when all of the available numbers in the PSAPs "pool" have already been assigned.
Effective:
Modified:
Page: 1 / 2
Operating Procedures Directive
Policy: D-8
Name: LOGIN
Public Safety
Notify PSAP Manager
Notify PSAP Manager, or designate via email when LOGIN
IDs have been assigned.
Notify Bell Aliant
Notify Bell Aliant 9-1-1 Service Manager and the Bell Aliant
representatives
Enterprise Applications Support Specialist via email when LOGIN IDs have been assigned and to whom.
Audit the LOGIN ID list once every six months and upon
The Bell Aliant 9-1-1 Service Manager will:
Control the pool of LOGIN IDs available.
Assign each LOGIN ID to a specific PSAP.
Provide new LOGIN IDs to the NB 9-1-1 Bureau upon
The Bell Aliant Enterprise Applications Support Specialist will:
Manage Reports
Ensure that agent detail reports attribute each 9-1-1
operator to the appropriate LOGIN ID.
Audit the LOGIN IDs list once every six months and upon
Assign name
Assign the operator name associated with the LOGIN ID.
Related Policy: OPD F-1 9-1-1 Data Access, Record Keeping and Reporting
Effective:
Modified:
Page: 2 / 2
Operating Procedures Directive
Policy: D-9
Name: PSAP
Public Safety
Subject:
PSAP Procedures to Maintain Dispatch
Communications Centre) / EMO (Emergency Measures Operations) radio system as a backup dispatch method in the event that conventional communication is not possible.
Authority:
Emergency 911 Act
The PSAP Manager will:
PMCC Training
Train all 9-1-1 operators to use PMCC radio.
Confirm PMCC radio procedures with operators at least
PMCC Testing
Ensure PMCC radio system is tested monthly.
i.e., "PMCC, this is _ PSAP requesting radio test"
Notify NB 9-1-1 Research and Planning Officer of PSAP
test date, time, and outcome.
PMCC connectivity
PMCC can provide radio connectivity to:
o Other ESPs (including most Fire Departments)
o Provincial Departments and Agencies including:
o Department of Natural Resources (DNR) o Department of Transportation and Infrastructure
o Emergency Measures Operations (EMO)
Effective:
Modified:
Page: 1 / 2
Operating Procedures Directive
Policy: D-9
Name: PSAP
Public Safety
o Commercial Vehicle Enforcement (CVE) o Off-Road Vehicle Enforcement (ORVE) o Coroner Services o Sheriff Offices
Related Policy:
OPD D-5 Backup PSAP Procedures
OPD D-7 Notification Criteria for PSAPs
Effective:
Modified:
Page: 2 / 2
Operating Procedures Directive
Policy: E-1
Name: ESP Compliance
Public Safety
Subject:
ESP Compliance
An ESP will be available and able to respond to emergencies on a 24/7 basis.
Authority:
Emergency 911 Act
Procedure:
The Emergency Service Providers will:
Be available
Be available to receive calls transferred from the PSAP
24 hours a day, 7 days a week, including holidays. Voice mail,
automatic/electronic
acceptable.
Maintain a non-published
Maintain a non-published emergency telephone number
telephone number
to allow the PSAP to contact the ESP.
Share non-published
Share the non-published emergency number with the
number with mutual aid
mutual aid agencies including those of a different type of
service, (i.e. a fire service would, in addition to other fire departments, also share the telephone number with local police and ambulance services with whom they have an ongoing working relationship).
Answer all calls from
Answer all calls from the PSAP on the emergency
PSAP by 5th ring
number by the fifth ring. If the call is not answered in five rings, the secondary ESP will be contacted.
Secondary ESP
The secondary ESP must contact the primary ESP in the
contacting Primary ESP
event that the secondary ESP has been dispatched in the primary ESP's area.
Communicate exercises
Advise the PSAP of upcoming fire drills and exercises
and drills to PSAP
that may generate calls to 9-1-1.
Effective:
Modified:
Operating Procedures Directive
Policy: E-1
Name: ESP Compliance
Public Safety
Authority
Be the authority having jurisdiction to cancel, upgrade or
downgrade their own service response.
Contacting Backup or
Contact the Backup ESPs or mutual aid services if they
Mutual aid
Note: 9-1-1 is not to be used to contact backup ESPs.
Forest Fire
During a Forest Fire the ESP will:
Respond to all fire calls within their jurisdiction. If the
response is to a grass fire outside city or town limits, and/or at the time of the call, it is identified that forest land may be involved, the Department of Natural Resources must be notified immediately by the Fire Department. If it is not identified that forest lands are involved until the fire department is on the scene, DNR must then be notified immediately.
The fire department will call the DNR Regional office or
radio through the PMCC, relaying the basic information about the fire, including the name of the local fire department that is responding. PMCC will in turn notify DNR with this basic information.
OPD C-1 9-1-1 Caller to Public Safety Answering Point
Related Policy:
OPD E-3 ESP to PSAP Communication OPD E-4 ESP Response Area OPD E-5 ESP Procedures with Alarm Services OPD F-6 Planned Emergency Exercises Appendix H Notice of Planned Exercise
Effective:
Modified:
Operating Procedures Directive
Policy: E-2
Name: ESP Dispatcher to
Public Safety
Subject:
ESP Dispatcher to PSAP
The ESP Dispatcher shall accept the call from the PSAP on a 24/7 basis.
Authority:
Emergency 911 Act
Procedure:
The ESP Dispatcher will:
Answer the call
Answer the call from the PSAP by identifying the full service
name, i.e." Fire Department".
Record emergency
Record the nature of the emergency and emergency
information
location information (ALI including municipality name and ANI).
Record time
Record the call receipt time.
Incorrect ESP
The ESP dispatcher is to identify to the PSAP if the ESP is
not the appropriate responder.
Correct ESP
Caller on line
Control of the call is taken by the ESP.
No caller on line
If there is no caller, the ESP will ask the PSAP to explain
ESP can not accept call
The ESP dispatcher is to identify to the PSAP if the ESP is
unable to respond to the call.
Identify situation to
Identify to the Backup ESP that they have been called in
Backup ESP
place of the Primary ESP.
Effective:
Modified:
Operating Procedures Directive
Policy: E-2
Name: ESP Dispatcher to
Public Safety
The PSAP will communicate the emergency to the
designated backup ESP.
Related Policy: OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-3 PSAP Unable to Contact Primary ESP
OPD C-4 Multiple ESP Response OPD C-7 PSAP Unable to Establish Verbal Communication with
the Caller: Land line
OPD C-8 PSAP Unable to Establish Verbal Communication with
the Caller: Cellular Calls
OPD E-3 ESP to PSAP Communication OPD E-4 ESP Response Area
Effective:
Modified:
Page: 2 / 2
Operating Procedures Directive
Policy: E-3
Name: ESP to PSAP
Public Safety
Subject:
ESP to PSAP Communication
The ESP shall contact the PSAP for confirmation of information as required.
Authority:
Emergency 911 Act
Procedure:
The ESP will:
Communicate with the PSAP by using a pre-determined
telephone number provided by the Department of Public Safety or radio communication system to confirm:
Contacting PSAPs for
For emergencies:
emergencies
An emergency address while responding to a scene.
Caller information.
Note: these situations should be an exception, with a need to clarify information already received.
Contacting PSAPs for
For non-emergencies and general information requests:
non-emergencies
Use the PSAP non-emergency telephone numbers
provided by the Department of Public Safety.
Related Policy: OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD E-2 ESP Dispatcher to PSAP
Effective:
Modified:
Page: 1 / 1
Operating Procedures Directive
Policy: E-4
Name: ESP Response Area
Public Safety
Subject:
ESP Response Area
The ESP will be familiar with its territory and surrounding areas.
Authority:
Emergency 911 Act
Procedure:
The ESPs will:
Primary response
Be familiar with the primary response area to facilitate their
jurisdiction
ability to respond to an emergency.
Mutual aid areas
Be familiar with the response area for mutual aid.
ESP not appropriate
Identify to the PSAP if the ESP is not the appropriate
responder
Related Policy: OPD C-2 PSAP Operator to Emergency Service Provider (ESP)
OPD C-3 PSAP Unable to Contact Primary ESP
OPD C-4 Multiple ESP Response OPD C-6 Motor Vehicle Collisions (MVC) OPD E-1 ESP Compliance OPD E-2 ESP Dispatcher to PSAP OPD E-3 ESP to PSAP Communication
Effective:
Modified:
Page: 1 / 1
Operating Procedures Directive
Policy: E-5
Name: ESP Procedures
with Alarm Services
Public Safety
Subject:
ESP Procedures with Alarm Services
The ESP shall provide their non-published emergency numbers to alarm companies operating in their area of responsibility when requested.
Authority:
Emergency 911 Act
Procedure:
The ESP will:
Identify to the alarm companies that as members of
CANASA they can obtain a complete, up to date list of ESPs backdoor telephone numbers.
Provide their non-published emergency numbers to alarm
companies operating in their area of responsibility when requested.
Note: It is the responsibility of all alarm services to maintain and keep current ESP contact numbers.
Auto-dialing and pull
Not permit auto-dialing alarms and pull stations into the
The NB 9-1-1 Bureau will:
Not provide non-published emergency numbers to alarm
companies or individuals.
Refer callers to CANASA or the appropriate ESP for
Related Policy: OPD E-1 ESP Compliance
OPD E-4 ESP Response Area
Effective:
Modified:
Page: 1 / 1
Operating Procedures Directive
Policy: F-1
Name: NB 9-1-1 Data
Public Safety
Keeping and Reporting
Subject:
NB 9-1-1 Data Access, Record Keeping and
Reporting
The NB 9-1-1 Bureau, ESPs and PSAPs shall maintain all records related to 9-1-1 calls which may need to be accessed for investigation purposes.
Authority:
Emergency 911 Act
Procedure:
Records to be maintained include:
List of records to
Voice Recordings.
CAD entries.
Bell Aliant call log at the switch.
Statistical data from ACD perimeter reports.
Cross Reference Table and accompanying tracking
Yearly records of previous incident investigations.
PSAP Queries.
Bell Aliant Query report regarding ANI/ALI discrepancies.
Related Policy: OPD D-4 PSAP Data and Voice Recording
OPD F-3 Incident Reporting to NB 9-1-1 Bureau
Effective:
Modified:
Page: 1 / 1
Operating Procedures Directive
Policy: F-2
Name: NB 9-1-1 PSAP
Public Safety
Subject:
NB 9-1-1 PSAP Audit
The NB 9-1-1 PSAP Audit shall be conducted annually.
Authority:
Emergency 911 Act
Procedure:
The PSAP managers, supervisors and Operators should prepare to spend time during the day in interviews with the auditors. The PSAP must make available, the following documents:
Documents the PSAP
Staffing schedules;
must make available at time of audit.
CAD and ALI logs;
Voice tapes for NB 9-1-1 calls;
Bilingual certification reports;
Training plans;
Incident reports;
Pertinent internal policy documents;
Other information as required by the auditor.
Related Policy:
Effective:
Modified:
Page: 1 / 1
Operating Procedures Directive
Policy: F-3
Name: Incident Reporting to
Public Safety
Subject:
Incident Reporting to NB 9-1-1 Bureau
The NB 9-1-1 Bureau shall accept and investigate all 9-1-1 related complaints and/or incident reports from any person.
Authority:
Emergency 911 Act
Procedure:
The NB 9-1-1 Bureau will:
Accept complaints
Accept verbal or written communications identifying
complaints and/or incidents.
Action complaints with
Action complaints and/or incidents which resulted in
negative impact on life
negative impact on life, property or resources, within 1
or property
business day upon receipt.
Action all other
Action all other complaints and/or incidents within 5
complaints
Collect information
Collect all pertinent information from relevant parties.
Notify NB 9-1-1 of
Notify the 9-1-1 Bureau of 9-1-1 related complaints and
related complaints
relay all pertinent information.
Respond to the
Respond to the complainant within 5 business days of
complainant
actionning with update of findings.
Report the Outcome
Report the outcome and closure of incident to the
Forward the
Forward the incident and investigation summary to related
investigation
stakeholders as required.
Notify partners of
Notify the partner agencies of complaints as required and
complaints
relay all pertinent information.
Effective:
Modified:
Operating Procedures Directive
Policy: F-3
Name: Incident Reporting to
Public Safety
Maintain a record
Maintain a record of the investigation including date
received, assigned incident #, date of incident, date actionned, date resolved and a summary of findings.
The related agencies will be requested to:
Submit requested
Submit requested information within 5 business days.
information
Notify NB 9-1-1 when
Notify the 9-1-1 Bureau when they have actionned an
investigation is
investigation as required.
actionned
Related Policy:
Effective:
Modified:
Operating Procedures Directive
Policy: F-4
Name: ESP Change
Public Safety
Subject:
ESP Change Request
The NB 9-1-1 Bureau shall ensure that ESP boundary information, telephone number, name and backup are accurately recorded into the 9-1-1 system.
Authority:
Emergency 911 Act
Procedure:
The ESP(s) or designate will be requested to:
Submit change request
Submit a request for change in telephone number,
dispatcher, jurisdictional boundary, name, or backup with the Emergency Service Provider Change Request Form (Appendix F) at least 45 days prior to the proposed effective date.
Not proceed with any change without authorization from
the NB 9-1-1 Bureau.
The NB 9-1-1 Bureau will:
Contact Bell Aliant
Contact Bell Aliant Data Centre to arrange an effective
date for the change.
Communicate date to ESP
Communicate the effective date to the ESP in writing.
Update SOS database
Make necessary changes in Service Operational System
(SOS) database as required.
Update Arc Reader Map
Make necessary changes in Arc Reader Map as
Transmit to Bell Aliant
Transmit information to Bell Aliant, as required for their
database updated.
Effective:
Modified:
Operating Procedures Directive
Policy: F-4
Name: ESP Change
Public Safety
Transmit Data
Transmit Cross Reference Table changes to PSAPs and
to the other recipients as per the distribution list.
Note: The distribution list is maintained by the NB 9-1-1 Bureau.
Update Cross Reference
Update Cross Reference Table as required.
Confirm Changes
Officially confirm in writing to the ESPs that all required
test calls have been completed and the effective date of the change.
Related Policy:
OPD F-1 NB 9-1-1 Data Access, Record Keeping and
Effective:
Modified:
Operating Procedures Directive
Policy: F-5
Name: Test Call
Public Safety
Subject:
Test Call Procedure
PSAP shall accept test calls from Telecommunication Service Providers (TSP) to help ensure 9-1-1 network functionality.
Authority:
Emergency 911 Act
Procedure:
The NB 9-1-1 Bureau will:
Receive and Review
Receive and review requests from TSPs.
Coordinate, advise and
Coordinate all 9-1-1 test call requests with appropriate
review response
PSAP manager or designate.
Advise TSP to call PSAP on a non-emergency line before
completing any test to ensure PSAP availability.
Investigate unforeseen
Investigate unscheduled non-telecommunication service
disruptions
provider test calls.
The PSAP Manager or designate will:
Scheduled Test Calls
Receive and review test call requests from the NB 9-1-1
Bureau on behalf of partner TSPs and others.
Receive, schedule and
Schedule and accept all test call requests for times that
are typically less busy.
Liaise with the NB 9-1-1 Bureau to ensure the PSAP is
called on a non-emergency line before completing any test to ensure PSAP availability.
Forward any other
Re-direct any other test call requests for 9-1-1 service to
the NB 9-1-1 Bureau.
Effective:
Modified:
Page: 1 / 3
Operating Procedures Directive
Policy: F-5
Name: Test Call
Public Safety
Unscheduled Test Calls
Accept immediate unscheduled requests for testing from
a partner TSP technician making necessary repairs
without prior notice on behalf of the NB 9-1-1 Bureau operations.
Report any unscheduled non-TSP test calls to the NB
Confirm information
Confirm call information required by TSP or client.
The Bell Aliant Operations Manager or designate will:
Scheduled and
Liaise with all clients who wish to test telephone
Unscheduled test calls
communications functionality, including business and residential callers.
Contact the NB 9-1-1 Bureau to schedule test calls.
Advise customer(s) when they may proceed.
The Telecommunications Service Providers will:
Request Test Calls
Place a request for all Scheduled Test Calls to the NB
9-1-1 Bureau at least one week prior to the date of the
Request must include:
o contact information for the TSP
o the date and time of the test call(s)
o the PSAP(s) involved as well as any other
o the number of calls to be made
o who will be placing the call(s)
Effective:
Modified:
Page: 2 / 3
Operating Procedures Directive
Policy: F-5
Name: Test Call
Public Safety
Confirm Test Calls
Ensure a confirmation is received from the NB 9-1-1
Bureau prior to the test.
Confirm Availability
Call or advise the client to call the PSAP on the non-
emergency line prior to test to confirm availability of the PSAP.
Related Policy:
OPD C-1 9-1-1 Caller to Public Safety Answering Point (PSAP)
Effective:
Modified:
Page: 3 / 3
Operating Procedures Directive
Policy: F-6
Name: Planned
Public Safety
Subject:
Planned Emergency Exercises
The PSAP shall participate in planned emergency exercises.
Authority:
Emergency 911 Act
The Emergency Exercise Coordinator will:
Provide Information
Submit the Notice of planned Emergency Exercise form
to the NB 9-1-1 Bureau at least one week in advance.
Provide detail of PSAP
Provide detail of the level of the PSAP's participation in
participation
the exercise and actions required to be performed by the PSAP.
Follow Instructions
Follow the instructions provided by the NB 9-1-1 Bureau
or PSAP (see below).
The NB 9-1-1 Bureau will:
Coordinate with
Work with Exercise Coordinator to schedule planned
Organizers and PSAPs
emergency exercises.
Request and review the emergency exercise details.
Identify which PSAP will be involved, and coordinate all
emergency exercise details with appropriate PSAP manager or designate.
Advise to proceed
Advise emergency coordinator to proceed with exercise
at the agreed upon time once confirmed by the PSAP.
Advise of procedures
Advise emergency coordinator to call PSAP on their
administrative line within 15 minutes of all planned
exercises, to ensure PSAP availability, and advise PSAP of any changes to emergency exercise.
Effective:
Modified:
Page: 1 / 2
Operating Procedures Directive
Policy: F-6
Name: Planned
Public Safety
Advise emergency exercise coordinator, that all
transmissions/dispatches via radio or telephone shall begin with "Exercise, Exercise, Exercise."
Investigate unscheduled
Investigate all unscheduled emergency exercises and
exercises
provide advice about correct procedure.
The PSAP will:
Participate
Participate in planned exercises as needed.
Advise if unavailable
Advise the NB 9-1-1 Bureau and/or Exercise Coordinator
if unavailable to participate.
Halt exercise
Halt the PSAP participation if circumstances warrant.
Confirm status of
Confirm (if unclear) whether it is an exercise or real
Report unscheduled
Report all unscheduled exercises to the NB 9-1-1 Bureau
exercises
using the Incident Report form.
Related Policy:
OPD D-7 Notification Criteria for PSAPs
Appendix H Notice of Planned Exercise
Effective:
Modified:
Page: 2 / 2
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
Definition
Abandoned Calls
A 9-1-1 call that has been offered to the PSAP but the caller has disconnected before the call has been answered. Missed calls may or may not ring at the PSAP.
Alternate Site PSAP
An alternate facility adequately equipped to provide
(Backup)
uninterrupted 9-1-1 service in the event that the regular PSAP is disabled.
Arc Reader Map
An electronic mapping tool used to view geographic information. Typically used to search for roads, communities, ESPs, and view other mapping information.
Automatic Call
A service which typically handles large volumes of incoming
Distribution (ACD)
calls by distributing them among a designated group of answering positions. Normally ACD allows the longest waiting call to be answered by the agent who has been idle longest.
Automatic Location
Civic address information associated with a telephone
Identification (ALI)
number, including the municipality and the name used for billing. Usually displayed on a (CAD/Call Taking) screen at the Operator's position.
Automatic Number
The automatic display of the caller's telephone number. The
Identification (ANI)
ANI identifies the primary Public Safety Answering Point (PSAP) where the call is answered.
Backdoor Telephone
An unpublished seven (7) digit telephone number into the
PSAP. Calls to this number are treated as priority after the 9-1-1 line and ESP radio communications.
Backup Emergency
An Emergency Service Provider that provides redundancy to
Service Provider
a Primary ESP if that Primary ESP cannot be contacted or is unavailable. Backup Emergency Service Providers are
predetermined / identified to the NB 9-1-1 Bureau and are identified in the cross reference table as the Backup ESP.
Effective:
Modified:
Page: 1 / 8
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
Backup Public Safety
A designated PSAP that will handle 9-1-1 calls on behalf of
Answering Point
another PSAP when required.
Basic Cellular
A cellular call that is not Phase I capable. Cellular service without any associated information (i.e. Phase I Cellular or Phase II Cellular).
Computer Aided
A computer based system which aids PSAP operators by
Dispatch (CAD)
automating selected call taking, dispatching and record keeping activities.
Canadian Security
A national non-profit organization representing segments of
Association (CANASA)
the security industry (alarm installers and monitoring companies) in Canada.
Cross Reference Table
A confidential document provided by the NB 9-1-1 Bureau in electronic and paper based format containing a listing of community names with their primary and backup ESPs and their respective telephone numbers.
Customer Reporting
A 7/24 operation of Bell Aliant primarily used for reporting
Centre (CRC)
data troubles or network issues.
Customer Service
A Customer Service Representative located at Bell Aliant's
Representative (CSR)
Business Office.
Dispatch
The process by which a designated Emergency Service Provider dispatcher activates an Emergency Service Provider to respond to an emergency call.
E 9-1-1 Call Log
A record that shows the 9-1-1 calls made on the 9-1-1 network. It shows where the 9-1-1 call was answered, time
and date of answer, when the call was transferred etc. It is available to each PSAP via email. It is maintained and archived by Bell Aliant.
Effective:
Modified:
Page: 2 / 8
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
Emergency Call
A 9-1-1 call received at a Public Safety Answering Point whereby the caller reports situations of emergencies such as
a fire, serious accident, crime in progress, person or property in immediate danger, emergency medical situation or poisoning.
Emergency Measures
New Brunswick Emergency Measures Organization (NB
Operations (EMO)
EMO) co-ordinates provincial response operations during emergencies and administers disaster financial assistance programs.
Emergency Service
A police force as defined in the Police Act, a fire department
Provider (ESP)
organized to serve any area of the Province, an ambulance service provided in accordance with the Ambulance Services Act, where the Royal Canadian Mounted Police agrees to participate in the development, establishment or operation of the NB 9-1-1 service and except in section 3, the Royal Canadian Mounted Police, and such other person or service as may be designated by the Minister of the Department of Public Safety. Emergency 911 Act Chapter E-6.1 Section 1(a) (b) (c) (d) (e).
ESP Dispatcher
A person(s) and or organization(s) identified by the emergency service provider (fire, police, ambulance, poison control) whose responsibility it is to receive and or retransmit a 9-1-1 call from the Public Safety Answering Point for an emergency service provider. This person is also responsible to receive and transmit messages for an ESP.
Flag Identifier
A notation in the Cross Reference Table indicated by X_. This identifies fire departments that respond to motor vehicle
collisions with injuries or when the call taker identifies other keywords as detailed in OPD C-6.
Hang-Up, Cellular
A 9-1-1 call from a cellular telephone that has been disconnected after the Operator has connected the call.
Hang-Up, Land Line
A 9-1-1 call from a land line telephone that has been disconnected after the Operator has connected the call.
Effective:
Modified:
Page: 3 / 8
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
Automatic dial key on the 9-1-1 telephone set that connects the caller and Operator to the ESP provided with the ANI/ALI. Each 9-1-1 telephone set has one key each for Police, Fire, Ambulance and Poison Control.
In Call Location Update
A network feature that provides the ability for a PSAP
(ICLU) (REBID)
Operator to manually request an updated location for a wireless E9-1-1 call in progress (Phase II stage 2) This feature can sometimes be referred to as REBID.
Internet Protocol Virtual
An IPVPN network established by Bell as a new ALI Platform
Private Network (IPVPN)
for 911 data delivery to the PSAPs. This enhancement enables new features and capabilities such as T9-1-1, ICLU, and Reverse ALI lookup.
Inland Waterways
All fresh water rivers and lakes within the Province and bordering on the Province.
Language Line Service A
Make Busy
An ACD set function that logs the agent out of the ACD queue. This feature is used when the agent logs off from a
shift and or leaves for an extended time period. By going in Make Busy, the agent's position is no longer visible in Perimeter during the time they are in Make Busy. Also known as Make Busy Set.
Master Street Address
A database that contains roadway, the community in which it
Guide (MSAG)
is located, the potential range of civic addresses assignable, the PSAP to which 9-1-1 calls from this location will be
directed and the associated ESPs. This database is available to ESPs.
Medical Coordination
A central dispatch for all air and ground ambulance movement
and Management Centre
in the Province of NB.
Effective:
Modified:
Page: 4 / 8
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
Mutual Aid
The combination of resources of two or more fire departments.
NB 9-1-1 Bureau
A section within the Department of Public Safety which is the provincial management authority for the 9-1-1 service.
NB 9-1-1 Service
A province-wide 911 emergency telephone service for the reporting of emergencies to emergency service providers through a Public Safety Answering Point.
Non-Emergency Call
A call which may require Emergency Service Provider assistance but is not an emergency.
Not Ready
An ACD set function which is used when the agent is not ready to accept an ACD call. This function will allow calls to come into the set on the secondary line but not the ACD line. The agent is visible in Perimeter while in Not Ready.
Nuisance Call
A 9-1-1 call which does not require emergency service provider assistance and is not an emergency.
Off-Road Vehicle
The Off-Road Vehicle Enforcement Unit, with other law
Enforcement Unit
enforcement agencies, including the RCMP and local/regional
police, conduct regular patrols and investigate complaints. Officers are based throughout the province.
Official Languages
French and English are the official languages of New Brunswick with equality of status and rights.
Operating Procedures
A manual that outlines the procedures and guidelines used by
Directive (OPD)
PSAP Operators, ESPs, and the NB 9-1-1 Bureau in providing a provincial 9-1-1 service.
Operating Procedures
A committee comprised of representatives from the PSAPs,
Directives Committee
the Provincial Ambulance Dispatch, the RCMP Provincial Dispatch and the Department of Public Safety with the responsibility to maintain the NB 9-1-1 Operating Procedures Directives.
Effective:
Modified:
Page: 5 / 8
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
Operator
An individual who is responsible for answering incoming 9-1-1 calls and transferring to the appropriate ESP dispatcher.
Perimeter Reports
Daily and monthly summaries of ACD queue information including the number of calls, status of the agents and grade of service that are provided to NB 9-1-1 and Public Safety Answering Points by Bell Aliant.
Phase I Cellular
A cellular feature which allows for the caller's wireless telephone number to be received at the PSAP, along with the civic address of the transmitting tower.
Phase II Cellular
A cellular feature which provides to the PSAP both the caller's wireless telephone number, the civic address of the
transmitting tower and the X,Y coordinates of the caller's location.
Poison Control
A communication centre set up to inform the public about how to respond to potential poisoning. Such centres maintain a database of poisons and appropriate emergency treatment.
Provincial Mobile
The communication centre for the New Brunswick Integrated
Communication Centre
Radio Communications System (IRCS).
Public Safety Answering
A communication centre that receives emergency calls and
Point (PSAP)
transfers such calls to emergency service providers. Emergency 911 Act Chapter E-6.1 Section 1(a) (b).
Primary ESP
A predetermined emergency service provider as identified by the NB 9-1-1 Bureau. A primary ESP can consist of a fire department, police department, ambulance service, and/or poison control.
PSAP Committee
A committee consisting of managers from the 6 PSAPs, Bell Aliant, MCMC, RCMP, NB 91-1 Bureau and the New
Brunswick Association of Fire Chiefs. The committee provides input on matters relating to the development and promotion of the NB 9-1-1 Bureau policies and programs that
Effective:
Modified:
Page: 6 / 8
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
will best service the public needs as well as ensuring a safe, effective and efficient 9-1-1- service throughout the province.
PSAP Incident
Any situation resulting from a 9-1-1 call that has abnormal technical results or involved non-compliance of operational procedures.
Reverse ALI
A network feature that provides the ability for a PSAP Operator to manually request an ALI record for Land line and fixed VoIP services.
Ring Back Feature
A feature on the 9-1-1 ACD system to automatically redial the telephone number of a 9-1-1 call received and then hung up/disconnected by the caller, providing the Operator has not released the call. Only available on a land line call.
Secondary PSAP
An ESP communications centre designated to receive ANI/ALI. In New Brunswick MCMC and "J" Division RCMP as designated secondary PSAPs.
Service Operational
An internal database maintained by the NB 9-1-1 Bureau that
System (SOS) Database
contains information on civic addressing, communities, road names, and ESP jurisdictional boundaries. It provides the data for the Master Street Address Guide (MSAG).
Switch Maintenance
The facility where the Bell Aliant Digital Modulated System
Centre (SMC)
(DMS) Switches are monitored and maintained. This area is responsible for all 9-1-1 network operations.
Text with 9-1-1 provides the Deaf, hard of hearing or speech-impaired individuals the ability to communicate with 9-1-1 emergency PSAP Operators from a wireless device.
A company that provides a land line-based telephone service
Service Provider
or a wireless service in the province, i.e. Bell Aliant, Roger's,
(TSP; "telco")
Test Call
Testing of infrastructure that proceeds the 9-1-1 service. Typically conducted by TSPs.
Effective:
Modified:
Page: 7 / 8
Operating Procedures Directive
Section: G
Name: Glossary of
Public Safety
TDD/TTY (Text
A text based communications device used to communicate
Typewriter)
with the hearing and/or speech impaired.
TXE/TXF (Text with 9-1-1
A class of service category delivered to the PSAPs with ANI
English or French)
ALI. This class of service indicates a Deaf, hard of hearing or speech-impaired individual has registered their cellular phone with their wireless service provider for T9-1-1 purposes.
A Land Line service using Voice Over Internet Protocol. This service has all the characteristics of a Land Line call but may have limitations in the call control features such as caller hold, ring back and switch hook status.
Voice over Internet
Voice data is transmitted using Internet Protocol instead of by
Protocol (VoIP)
traditional land line or cellular technology. Service may be provided over a private communication network from a fixed
address ("fixed VoIP") or via any high speed internet connection from any location ("nomadic VoIP"). Fixed VoIP provides ANI/ALI, and presents itself as a landline. Nomadic VoIP calls do not have the capability to provide ANI/ALI and are routed to the 9-1-1 PSAP via a third-party PSAP operator. Any information gathered by the third party PSAP operator will be relayed to the 9-1-1 PSAP.
Effective:
Modified:
Page: 8 / 8
APPENDIX A
INCIDENT REPORT FORM
1. Reporting Agency: _ 2. Reporting Person:
3. Reporting person Tel. No: _ 4. Reporting person email: 5. Date of Incident: _ 6. Time of Incident: 7. Emergency call originated from telephone number: 8. Emergency Service Providers involved:
9. Public Safety Answering Point involved:
10. ESP Dispatcher involved:
11. Members of the public involved:
12. Description of incident:
13. Other pertinent information:
Effective:
Modified:
Page: 1 / 1
APPENDIX B
OPD AMENDMENT REQUEST FORM
Name: _ Organization: Reference Article:
Specific Concern:
Recommendations:
Effective:
Modified:
Page: 1 / 1
APPENDIX C
FIVE (5) RINGS PLUS REPORT
(Applies to transfers to "J" Division or MCMC Dispatch not answered within 5 rings)
Report Date:
ORIGINATING
TRANSFER
PHONE # OF
Operator's Signature
Please fax to NB 9-1-1 Bureau at (506) 457-6913 on a daily basis if applicable.
Effective:
Modified:
Page: 1 / 1
APPENDIX D
LIST OF PSAP DISPATCH RESPONSIBILITIES
List of PSAP Dispatch Responsibilities
Responsible to Dispatch
Bathurst
Bathurst Police BNPP Police Allardville Fire Department Atholville Fire Department Balmoral Fire Department Bathurst Fire Department Beresford Fire Department Bertrand Fire Department Campbellton Fire Department Charlo Fire Department Dalhousie Fire Department Eel River Fire Department Glen Levitt Fire Department Grande Anse Fire Department Lameque Fire Department Lorne Fire Department Maisonnette Fire Department Miscou Fire Department New Bandon Fire Department Notre Dame des Erables Fire Department Paquetville Fire Department Petit Rocher Fire Department Pointe Verte Fire Department Rivière du Portage/Tracadie Beach Fire Department Robertville Fire Department Robinsonville Fire Department St. Anne Regional Fire Department St. Arthur Fire Department Saint-Isidore Fire Department Sainte-Marie-Saint-Raphaël Fire Department Shippagan Fire Department St. Leolin Fire Department St. Sauveur Fire Department Tide Head Fire Department Tracadie Fire Department Tracadie Beach/ Rivière du Portage Fire Department Val D'Amours Fire Department
Codiac RCMP Dieppe Fire Department Moncton Fire Department
Effective:
Modified:
APPENDIX D
LIST OF PSAP DISPATCH RESPONSIBILITIES
Riverview Fire Department
Edmundston
Edmundston Police Grand Falls Police Baker Brook Fire Department Clair Fire Department Drummond Fire Department Edmundston Fire Department Grand Falls Fire Department Kedgwick Fire Department Lac Baker Fire Department Rivière-Verte Fire Department Saint Andre Fire Department Saint Jean Baptiste Fire Department Saint Leonard Fire Department Saint Quentin Fire Department Saint-Basile Fire Department Saint-François Fire Department Saint-Jacques Fire Department Saint-Joseph Fire Department Sainte-Anne Fire Department
Fredericton
Fredericton Police Woodstock Police Fredericton Fire Department Harvey Fire Department Nashwaak Valley Fire Department New Maryland Fire Department Oromocto Fire Department Upper Gagetown Fire Department
Miramichi
Miramichi Police
Baie Sainte Anne Fire Department
Blackville Fire Department
Doaktown Fire Department
Miramichi Fire Department
Neguac Fire Department
Renous Fire Department
Rogersville Fire Department
St. Louis de Kent Fire Department
Sunny Corner Fire Department
Upper Miramichi Fire Department
Saint John
Kennebecasis Regional Police Force Saint John Police Force Grand Bay - Westfield Fire Department Hampton Fire Department
Effective:
Modified:
APPENDIX D
LIST OF PSAP DISPATCH RESPONSIBILITIES
Kennebecasis Valley Fire Department Musquash Fire Department Saint John Fire Department Simonds Fire Department St. Martins Fire Department
Effective:
Modified:
APPENDIX E
FIRE SERVICE ENHANCED CHANGE REQUEST FORM
DO NOT PROCEED WITH CHANGE WITHOUT PRIOR AUTHORIZATION FROM THE
APPROPRIATE APPROVAL AUTHORITY
(* Minimum of 45 days advance notice for any change)
Date requested for
Requestor's name :
Approval authority:
Request to be notified for all Motor Vehicle Collisions with Injuries
Request not to be notified for all Motor Vehicle Collisions with Injuries
By requesting to be notified for all Motor Vehicle Collisions in the area covered by the
Fire Department, the Fire Chief and the Municipal Services
Representative / Town or Village Administrator understand that:
1. Fire departments providing this enhanced emergency service are mandated to respond once
notified. The ability to respond with qualified personnel is imperative.
2. The following have been considered: enhancing and maintaining the current level of training,
availability of personnel 24 hours, seven days a week, liability and compensation benefits.
3. The fire service response, in the case of a local service district fire department, will be
responsible to render first aid assistance as recognized by the Level 1 – NFPA 1001 Standard for Firefighters Professional Qualifications.
Municipal Services Representative Town/Village Administrator
Please forward the completed form to the NB 9-1-1 Bureau at least 45 days in
advance.
Effective:
Modified:
APPENDIX E
FIRE SERVICE ENHANCED CHANGE REQUEST FORM
Telephone
NB 911 Bureau, Department of Public Safety, P.O. Box 6000, Fredericton, NB E3B 5H1
Effective:
Modified:
APPENDIX F
EMERGENCY SERVICE PROVIDER CHANGE REQUEST FORM
DO NOT PROCEED WITH CHANGE WITHOUT PRIOR AUTHORIZATION FROM THE
APPROPRIATE APPROVAL AUTHORITY
(* Minimum of 45 days advance notice for any change)
Date :
Date requested for change:
Requestor's name :
Approval authority:
Signature of Approval authority:
TYPE OF CHANGE: (Circle all applicable) a) Telephone # b) Dispatching change c) Boundary d) Name
(All old telephone numbers will be disconnected within 48 hrs unless specified.)
ESPs must contact the Bell Aliant Business Office to obtain new telephone numbers.
Present telephone number:
New telephone number: _
Requested effective date of change(yyyy/mm/dd):
b) Dispatching change:
1. Where are your calls presently being answered?
Name of service:
2. Where would you like your calls to be answered in the future?
Name of service:
Requested effective date of change(yyyy/mm/dd)
Effective:
Modified:
APPENDIX F
EMERGENCY SERVICE PROVIDER CHANGE REQUEST FORM
c) Boundary:
Please provide full details of the changes taking place within your territory.
(Areas being added, areas being removed and where they are reassigned to etc.)
(Add additional pages if necessary) Details:
e) Back-up Change
1. Community Name: _
2. Old Back-up Name:
3. New Back-up Name:
Related information required for change
1) Does your radio/paging system require changing? Yes No
If yes, please provide the name of the company, technician name and contact number of who will effect the changes.
2) Have you been in touch with this person? Yes No
If yes, what date have these changes been scheduled for?
Effective:
Modified:
APPENDIX F
EMERGENCY SERVICE PROVIDER CHANGE REQUEST FORM
3) Who is authorizing these changes: (Chief, Municipal Service Representative,
Administrator, etc.):
4) Does your boundary change affect another ESP? Yes No
If so, have they been contacted? Yes No
Do they agree with the proposed changes? Yes No
Please provide the name and contact number of the person who approved.
5) Have you received approval from other responsibility areas (fire, police, and
ambulance)? Yes No
If yes, please provide the approval name, contact name and number.
Other pertinent information required for change:
Please forward the completed form to the NB 9-1-1 Bureau at least 45 days in
advance.
Telephone
NB 911 Bureau, Department of Public Safety, P.O. Box 6000, Fredericton, NB E3B 5H1
Effective:
Modified:
APPENDIX G
REGIONAL FIRE DISPATCH MINIMUM STANDARDS
The standards contained herein constitute the minimum, acceptable standards for the
provision of a Regional Fire Dispatch (RFD) Service in New Brunswick. These standards
of protocol, performance and service delivery have been developed for the unique
delivery service model expected of the New Brunswick Regional Fire Dispatch. They
are subject to review and revision by the RFD Steering Committee as required.
1.0 Operations
1.1
Dispatch services shall be provided in an uninterrupted manner, twenty-four (24) hours per day, and seven (7) days per week.
All incoming calls shall be answered. Ninety-five (95) % of all calls will be answered within eighteen (18) seconds (approx. 3 rings).
Dispatch service will be done via two-way voice communications between the communications centre and the fire service.
All radio and/or telephone communications with the communication centre shall be voice recorded with a date and time stamp.
All two-way communication shall be in plain language.
Dispatch services shall be offered to the fire service in the official language of choice.
Standard Operating Guidelines (SOG) shall be developed and maintained with consultation from the NB 9-1-1 Bureau, the Regional Fire Dispatch Steering Committee (RFSC), and the Emergency Service Communications Committee (ESCC).
Dispatch services shall be supported by Computer Aided Dispatch (CAD).
Communications dispatch equipment (radios, pagers and/or phones) shall be tested as per agreed upon schedule with each fire service and dispatch service provider.
1.10 An incident reporting process shall be followed as defined by the NB 9-1-1
Operating Procedures Directives (OPD).
Effective:
Modified:
APPENDIX G
REGIONAL FIRE DISPATCH MINIMUM STANDARDS
2.0 Facility
2.1
Each facility shall have an Uninterruptible Power Supply (UPS) and back up generator system that ensures continuous uninterrupted services at the dispatch centre.
2.2 Each facility shall have dedicated phone line(s) for fire communication and
dispatch purposes.
Each communications centre shall develop a written protocol to maintain and operate an alternative communications system capable of providing emergency functions within 60 minutes, if required.
2.3.2 Written protocols shall include a description of an alternate physical
2.3.3 Written protocols shall include a description of the ability to re-route
incoming calls for processing and response.
2.3.4 Written protocols shall include a scheduled, annual testing procedure. 2.3.5 The dates of testing completion and all findings shall be documented and
a copy available to the Regional Fire Dispatch Steering Committee upon request
3.0 Records management
3.1
Each communications centre and fire service shall possess and maintain maps for all areas of dispatch jurisdiction and coverage.
3.1.2 Maps in electronic and hard copy formats shall be provided to each
communications centre by the NB 9-1-1 Bureau. Electronic mapping format shall be provided to each fire service upon request.
3.1.3 All maps shall be updated as required and provided to each
communications centre and fire service by the NB 9-1-1 Bureau.
3.1.4 Cross reference tables (electronic and hard copy) shall be provided and
updated as required to each communications centre by the NB 9-1-1 Bureau.
Electronic and paper documentation specific to the communication services shall be maintained for a minimum of two years.
A copy of all call reports shall be forwarded to each fire service as per agreed upon form and substance schedule.
Effective:
Modified:
APPENDIX G
REGIONAL FIRE DISPATCH MINIMUM STANDARDS
4.0 Training
4.1
Dispatch staff shall be trained in emergency services dispatch.
4.1.1 Emergency services dispatch training objectives and content shall be as
mutually agreed between the ESCC and the Regional Fire Dispatch Steering Committee.
4.1.2 Training topics shall include, but not be limited to: efficient use of all
communications equipment, communications centre evacuation protocols, proper use of resource materials such as the Hazardous Materials Handbook, knowledge of formal mutual aid fire service plans.
Each communications centre shall maintain a current resource listing to contact emergency support service agencies for their response areas. Agencies identified shall include, but not be limited to: Provincial Mobile Communications Centre (PMCC), Canutec, Emergency Measures Organization (EMO), Dept. of Natural Resources (DNR), Dept. of Energy (DOE), Dept. of Transportation and Infrastructure (DTI), NB Power, Canada Coast Guard, and relevant mutual aid agencies.
5.0 Quality Assurance
5.1
The quality assurance standards will be included in the Service Level Agreement established between the communication centre for dispatch and the fire service in the region.
Effective:
Modified:
APPENDIX G
REGIONAL FIRE DISPATCH MINIMUM STANDARDS
Glossary
CAD – Computer aided dispatch computer based system, which aids Public Safety
Answering Point telecommunicators by automating selected dispatching and record
keeping activities.
Call reports – Recorded information taken by the dispatcher as transmitted by the fire
service for the duration of the response. These may also be known as occurrence or
incident reports.
Communication Centre – A communications agency charged with the responsibility for
receipt, transmission and delivery of fire dispatch.
Cross reference table – A confidential document containing a listing of community
names with their primary and back up emergency service providers (ESPs) and their
respective emergency telephone numbers. It is available in hard copy and electronic
format.
ESCC - Emergency Service Communications Committee - A joint provincial and senior
municipal Public Safety Answering Point (PSAP) committee that acts as a liaison
between the Province and the PSAPs on all matters related to the NB 9-1-1 call taking
and call transfer services.
Dedicated phone line(s) - A telephone circuit used for a single purpose.
Dispatch services – The process surrounding the receipt of calls from individuals who
need assistance from emergency service providers. Once information is obtained from
the caller, the dispatcher activates the services necessary to respond to the nature of
the call for help.
Essential Functions:
1. Receive emergency service calls requesting emergency service; confirm nature,
location, and priority of emergency;
2. Dispatch emergency and backup units as necessary; 3. Maintain compliance with established procedures for operating a dispatch
4. Obtain and relay estimated arrival times for units and other agencies; 5. Read and relay geographical directions as required; 6. Maintain contact with all units on assignment; 7. Contact additional agencies/resources as requested by the fire service (ex. NB
8. Maintain a variety of logs, records and files related to dispatching activities.
Effective:
Modified:
APPENDIX G
REGIONAL FIRE DISPATCH MINIMUM STANDARDS
Electronic documents - All documents as compiled, transmitted and stored in
electronic format ex. CD, email.
Paper documents – Refers to all documents as compiled, transmitted and stored in
hard copy format.
Plain language – A clear, spoken message used in radio communications
transmissions. Based on common terminology, it avoids misunderstanding in complex
and noisy situations and reduces the chances for error. When utilizing plain language,
10 - codes or agency-specific codes are not used. (Reference the Operate
Communication Equipment document from the Office of the Fire Marshal)
PSAP – Public Safety Answering Point means a communication centre that receives
emergency calls and dispatches the calls to emergency service providers.
QA – Quality Assurance - planned, step-by-step activities that let one know that testing
is being carried out correctly, results are accurate, and mistakes are found and
corrected to avoid adverse outcomes. It provides a mechanism by which the quality of
the service and system can be determined based on set parameters and guidelines,
issues identified and resolved to the satisfaction of the stakeholders.
Uninterruptible Power Supply (UPS) - A device that sits between a power supply (e.g.
a wall outlet) and a device (e.g. a computer) to prevent undesired features of the power
source (outages, sags, surges, bad harmonics, etc.) from the supply from adversely
affecting the performance of the device.
Voice recorded – A process whereby a voice-band audio recorder records to and plays
from a permanent storage media such as tape or disk. Logging recorders are typically
multi-channel so as to simultaneously record from several sources.
Effective:
Modified:
APPENDIX H
NOTICE OF PLANNED EXERCISE
Per OPD F-6, "Planned Emergency Exercises", the Emergency Exercise Coordinator will
provide the following information to the NB 9-1-1 Bureau at least one week in advance.
DO NOT PROCEED WITH EXERCISE WITHOUT PRIOR AUTHORIZATION FROM THE
APPROPRIATE PSAP.
Synopsis of Exercise:
Agency contact name:
Agency contact telephone number:
Emergency exercise coordinator:
Emergency exercise coordinator telephone:
Contact telephone number during exercise:
Date and time of exercise:
Location of exercise:
Person placing call:
Nature of exercise:
Participating ESPs:
Effective:
Modified:
APPENDIX H
NOTICE OF PLANNED EXERCISE
Details of Exercise:
Will the PSAP (911) be contacted?
Is notification and/or dispatch of ESPs (Emergency Service Providers) required?
If dispatch of ESPs is required confirm that notification has been provided to them, along with any special instructions.
If dispatched, will further monitoring and/or communications be required?
Are there any other details the PSAP should be aware of?
PSAP Notified by:
Note: The PSAP has ultimate authority to cancel exercise if operational conditions do not allow.
Please forward the completed form to the NB 9-1-1 Bureau at least 7 days in advance.
Telephone
NB 911 Bureau Department of Public Safety P.O. Box 6000 Fredericton, NB E3B 5H1
Effective:
Modified:
Source: http://www.nbafc.ca/911/OPDJan2016_e.pdf
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